Technical Support Customer Service

Michael O’ Shea

*** ****** *** ● Hopatcong, NJ **843

H ● 973-***-**** C ● 973-***-**** ● ********@*****.***

IT Support Professional

Customer-First Approach ● Training / Instruction ● Computer Support Specialist

EXECUTIVE SUMMARY

Consummate, visionary, highly driven Certified Technical Trainer Professional; with multifaceted skills in IT operations, combined with extensive operations enhancement, systems administration, networking and helpdesk, desktop technical support. Seeks opportunity within dynamic organization that welcomes focus, initiative, dedication, and outstanding experience. Proficiencies include executing positive customer service experience, time management and delegating, Offering an exceptional ability to work under pressure and deliver innovative improvement strategies to meet organizational objectives.

Areas of Expertise

IT Support Specialist

Professional Development / Training

Technical Development

Team Development

Equipment Maintenance

Technical Documentation

Customer Support Specialist

Employee Management

Professional Profile

Self-starter; solution-oriented; with the ability to learn technical material into training solutions, working with minimal supervision; adaptable, results-driven team player; strong communication skills

Mastery of all phases of customer support, including customer training development and their use of PC’s and applications. Status reporting, execution and close-out; ability to cope with multiple projects and client bases in a fast paced / rapidly-changing environment. I have designed, and installed new and existing personal computer systems, diagnoses and resolved problems in response to customer reported incidents; conferred with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; trains end users in the use of equipment and software; performed general maintenance tasks; troubleshoots and resolved issues with computer systems and peripheral equipment located throughout the organization.

Demonstrates diagnostic and problem-solving skills; responds appropriately to tough situations; highly organized and detail oriented; calm and adaptable

Notable Achievements

Amazon.Com (10/2013 – 08/2015) - Provide Operational Technical Support to Associate staff. Guidance to Associate technical staff with skills to operate and maintain Thermal Printers and Wireless Scanners. Reset user accounts, passwords, print servers, Installed and configure Thermal Printers, Wireless Scanners, Mobile Wireless Laptops, deployments, VPN configuration and security key-phob’s, network and corporate policies maintained, maintaining technical training for advances on software, hardware. Provide Technical support and training to end users on MSOffice and PC, Scanner and Printer functions, Configure Android Smart Phones. Troubleshoot and correct communication errors with client’s PC, Thermal Printers, Wireless Scanners, and Network devices. Assisted in Network Switch and Router configurations.

Peapack-Gladstone Bank (8/08 – 10/13) - Provides Operational, Helpdesk, Desktop Technical Support to staff. Guidance to technical staff with skills development directs and manages technical staff on various IT discipline’s and subjects, user accounts, login script, print servers, Installed and configure Blackberry Server and hand held Blackberry devices, Laptop deployments, Terminal Services, VPN configuration and security, network and corporate policies maintained, review network staff for standards performance and compliance, maintaining Technical training for advances on software, hardware, backup systems. Provides Technical support and training to end users on MSOffice and PC functions. Configure IPhones and link email to BED Server. Troubleshoot and correct communication errors with client’s PC, Printers, setup and configured PC’s and Server for Bloomberg, Reuters usage, AS400, Sonicwall Firewall and other Network Devices. Assisted in Network Switch and Router configurations and availability.

Planning and delivery of Customer Support Services including installation, troubleshooting, user assistance, local, remote and training. Diagnostics and resolving problems in response to customer reported incidents.

The Chubb Institute (12/1998 – 8/08) - Directs and manages numerous classes on various IT areas and subjects, including: A+ Certification, Network+ Certification, Networking Technologies, TCP/IP, Terminal Services, Firewalls, MS Word, MS Excel, MS Power Point, and MS Access. Also trains on operating systems: Windows 9.x, Windows NT v4.0, Windows 2000, Windows XP, Windows 2003 Server, Novell ‘s NetWare v3.12, v4.11, v5.1, Linux - Red-Hat, Fedora Core, Knoppix, Suse, Ubuntu, Debian, Taught the Cisco CCNA class.

Westcon Services (03/1996 – 12/1998) - Managed and responsible for the Setup, Maintenance, and ongoing administration of various Mission Critical Servers. Technical Support Services and performance is based upon completion of assignments and results obtained. Manages numerous Computer classes on various IT areas and subjects. Managed, planned, coordinated, monitored, upgraded, installed, assessed and verified systems, Establishes, prioritizes, and supervises varied tasks relating to Desktop Support, via phone, remote computer access and in person. Coordinates installations and repairs/fixes for desktop computers including Computer Labs, Computer Classrooms, Academic, and Administrative systems.

R. Mollenhauer and Associates CPA Office (06/1995 – 04/1996), Managed, planned, coordinated, monitored, upgraded, installed, assessed and verified numerous systems and Platforms, as well as implementing a new cabling system to improve efficiency. Designed and Built All new PC Systems for Office and back Office Operations including Servers. Supervised and prioritized varied tasks relating to the Desktop Support.

Michael T. O’Shea

Employment History

Amazon Corportation Oct 2013 – Present

IT SUPPORT

Peapack-Gladstone Bank, New Jersey Aug 2008 – Oct 2013

HELPDESK / IT SUPPORT

Chubb Institute Of Technology, Parsippany, N.J. Dec 1997 – Aug 2008

TECHNICAL INSTRUCTOR

ADJUNCT TECHNICAL ADVISOR / SUBJECT MATTER EXPERT - (R & D)

Westcon Services Corp., New York, New York Mar 1996 – Nov 1997

SYSTEM PLANNING / DESKTOP SUPPORT MANAGER

R. Mollenhauer and Associates CPA, New York, N.Y. Jun 1995 – Apr 1996

IT CONSULTANT / DESKTOP SUPPORT MANAGER

Integrated Access Systems, Rockaway, NJ Feb 1995 – Aug 1995

FIELD SERVICE TECHNICIAN

Education

SEMICONDUCTORS, DIGITAL ELECTRONICS

MICROCOMPUTERS, DOS, REPAIRING OF PC’S, APPLICATIONS

COMPUTER ELECTRONICS/COMPUTER NETWORKING, DC/AC

Associates Degree

Dover Business College, Paramus, New Jersey Jun 1993 – Jan 1995

Professional Development / Training

CISCO Certified Network Associate …..2017

Certified Technical Trainer Aug 2002

Novell Certified NetWare Engineer v 5.1 Aug 2000

A+ Certified Technician, Certification Jul 1998

Novell Certified NetWare Administrator NetWare v4.x Jun 1997

Novell Certified NetWare Administrator NetWare v3.x May 1996

Novell Certified NetWare Engineer v3.x Dec 1995

BrainBench Certified in:

CTS, Networking Technologies, TCP/IP

Win 98/2000 Administration, windows 2000 Advanced Server, LINUX, Cisco

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