Support Technical
Resume:
MICHAEL FRANKLIN
Home 913-***-****
Cell 913-***-****
Kansas City, KS 66104
************@*****.*********:************@*****.***
mailto:************@*****.***
mailto:************@*****.***
mailto:************@*****.***
mailto:************@*****.***
SUMMARY OF QUALIFICATION
I am looking for a company environment that will help me strengthen and expand my knowledge of networking and security. I am a highly motivated and results oriented Information Technology Professional possessing exceptional organizational skills. Demonstrated ability to think strategically and function independently in rapidly changing IT, Sales and Marketing environments that increases efficiencies and company profits. I am gifted problem-solver with a background in full project lifecycle management that improves market share and revenue base.
PROFESSIONAL EXPERIENCE
Randstad Technologies
Client: POAH Communities LLC. April 2016 to June 2016
Position Name: Help Desk Technician
Responsibilities:
Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.
Install and configure systems such as supports GIS infrastructure applications or Asset Management applications.
Develop and maintain installation and configuration procedures.
Contribute to and maintain system standards.
Research and recommend innovative, and where possible automated approaches for system administration tasks. Identify approaches that leverage our resources and provide economies of scale.
Operations and Support
Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
Perform regular security monitoring to identify any possible intrusions.
Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.
Perform regular file archival and purge as necessary.
Create, change, and delete user accounts per request.(on board/off board)
Provide Tier III/other support per request from various constituencies. Investigate and troubleshoot issues.
Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies.
Maintenance
Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary.
Upgrade and configure system software that supports GIS infrastructure applications or Asset Management applications per project or operational needs.
Maintain operational, configuration, or other procedures.
Perform periodic performance reporting to support capacity planning.
Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required.
Implement and install Voice/Telecom systems, voice messaging system and deploy new phone and voice mail extensions. Possess a full understanding of and use commands to configure, move, add, and change telephone extensions within the same building as well as from building to building.
Mindlance Client: Sprint April 2015 to April 2016
Position Name: Desktop Client Sup Analyst I
The ESC Helpdesk provides tier 1 level support for all Sprint lanes of business as well as support for outside sales and vendor call centers. This position will cover many roles on the team including technical and project support.
This position provides technical support for customers via tickets, chat, and or telephone and is responsible for diagnosing, troubleshooting, and repairing computer systems, software, or networked and/or wireless systems. Responds to situations where first-line support has failed to isolate or fix problems in malfunctioning equipment or software. Support key technical areas of the team including but not limited to Voice, Network, Call Center, Retail, and standard break fix troubleshooting, investigation, and repair. May be required to prepare and deliver knowledge documentation and training activities. Will be required to participate in process improvements, projects, and status meetings. Owns and provides ongoing status, deliverables and deadlines as necessary.
DineEquity, Help Desk Analyst. Nov 2014 to Feb 2015
Responsibilities:
●Respond to initial contact to the Service Desk via telephone, email, chat or portal.
●Perform troubleshooting to resolve or escalate to the appropriate next level support team.
●Research and resolve more complex scientific applications and business process issues.
●Analyze and identify trends in issue reporting and devising preventive solutions.
●Logging and managing incident and requests.
●Using trending data to generate and/or update knowledge database.
●Collaborate with the business in application testing, upgrades and deployment.
●Provide support via phone, chat, email and remote software.
●Troubleshoot software and application issues
●Communicate technical information to non-technical clients in a clear and professional manner
●Learn new skills and apply the knowledge
●Collaborate with team members and leadership team on process improvement
●Utilize a knowledge base to resolve support tickets
●Support web based and/or locally installed applications
Volt Workforce Solutions. July 2012 to May 2014
Assignment:
Help Desk - FluidTech Hydraulic Distribution July 2012 to May 2014
Responsibilities:
●Provided Support for Office, Warehouse and Manufacturing computer users
●Maintained all onsite all Windows 2008 Servers,
●Acroprint Time Clocks,
●Sage Saleslogix CRM,
●Tape Backups,
●eNet DNC software,
●Citrix/Xenapp
Plattform Advertising, Intern. Olathe, KS, Sept. 2009 to May 2010.
Responsibilities:
●Assisted with Directing, Cinematography, Lighting, Set Design and Cameras.
●Proofed Commercial Videos and Scripts for the Editors and Producers.
●Working proficiency with Sony HDV Video Equipment and Canon DSLR Video.
Best Buy, PC Technician. Olathe, KS, September 2004 to 2011.
Responsibilities:
●Assist customers within the Precinct’s Standard Operating Platform (SOP)
●Provide initial contact with clients and check in products for service
●Perform basic testing to determine product needs and service solutions
●Facilitate in-store sales, upgrades, installations and service
Gateway Computers, Technical Support Professional. Kansas City, MO, Nov .2002 to Sept. 2004.
Responsibilities:
●Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
●Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
●Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
●Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;
●Research required information using available resources;
●Follow standard processes and procedures;
●Identify and escalate priority issues per Client specifications;
●Redirect problems to appropriate resource;
●Accurately process and record call transactions using a computer and designated tracking software;
●Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
●Organize ideas and communicate oral messages appropriate to listeners and situations;
●Follow up and make scheduled call backs to customers where necessary;
●Stay current with system information, changes and updates
TWA Airlines LLC, Senior Technician. TWA Airlines LLC, Kansas City, MO, Jan. 2000 to May 2002.
Responsibilities:
●installing and configuring computer hardware operating systems and applications;
●monitoring and maintaining computer systems and networks;
●talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues;
●troubleshooting system and network problems and diagnosing and solving hardware or software faults;
●replacing parts as required;
●providing support, including procedural documentation and relevant reports;
●following diagrams and written instructions to repair a fault or set up a system;
●supporting the roll-out of new applications;
●setting up new users' accounts and profiles and dealing with password issues;
●responding within agreed time limits to call-outs;
●working continuously on a task until completion (or referral to third parties, if appropriate);
●prioritizing and managing many open cases at one time;
●rapidly establishing a good working relationship with customers and other professionals, e.g., software developers;
●testing and evaluating new technology;
●Conducting electrical safety checks on computer equipment.
EDUCATION:
Bachelor of Arts in Communication
Avila University, Kansas City, MO.
Concentration: Film and Digital Media
HP Certified
HARDWARE
●IBM/PC Compatible Repair
OPERATING SYSTEMS
●Windows NT 3.5-4.0
●Windows 95/98/ME
●Windows 2000/XP
●Windows Vista/7
●Windows 2008 Server R2
●Windows 2012 Server R2
●
SOFTWARE
Emulation
●IBM - Pcomm(TN 3270 & 802.2)
●Jolly Giant – QWS (TN 3270)
●Humming Bird (TN 3270)
●Wall Data - -Rumba (AS 400)
Applications
●Microsoft Exchange
● Microsoft SQL server 2008 R2
● Microsoft Systems Management Server
● Symantec Backup Ex 10d
● Microsoft Terminal Services/Citrix XenApp
●Sage Saleslogix CRM
●eNet DNC software
●SCCM
●HP ALM 12.2
Dial Up Applications
●AEA (Asynchronous Emulation Adapter)
●IBM Network (Advantis)
●AS5200 (Host & LAN Access)
●UUNET/PAL
MAINFRAME
●TSO/ISPF
●OV/VM
●IMS
●PARS
●NETVIEW1/NETVIEW2
●MOBIUS
●AS/400
NETWORKING
●LAN/WAN
●SNA
●TCP/IP
COMMUNICATIONS/TELEPHONY
Avaya BCM 450 – Administration and Maintenance
Cisco 75-7900 Series Phones
Polycon VVX 600
TICKETING SYSTEMS
●ServiceNow
●HP Service Desk
●ConnectWise
●Siebil
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