JEFF MONROE

***** ******** ****** *********, ** 48066 586-***-**** acwzn2@r.postjobfree.com

EXPERIENCE SUMMARY

IT professional with fifteen years’ experience supporting Windows NT through Windows Eight.

Over seven years managing the service desk.

Support Kronos Time keeper software on Windows and AS400 platforms.

Microsoft Office Professional suite ninety-seven through 2013.

Manage Active Directory User accounts and distribution lists.

Manage up to seven service desk analysts supporting 350+ end users’ software and hardware challenges.

Analyze service desk performance, adjust schedules to maximize efficiency.

Have basic to intermediate networking skills.

Able to articulate technical terms into layman’s terms.

Able to work with diverse personalities.

After hours support via cell phone and vpn.

Able to prioritize tasks and end users’ incidents.

Excellent multi-tasker, troubleshooting and resolution skills.

Work well one-on-one or with a team.

Create and maintain vendor relationships for hardware/software quotes and support.

SKILLS PROFILE

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Microsoft: Outlook

CISCO: Call Center

Protocols: TCP/IP

Operating System: Windows 95/98/NT/XP, Vista,

/2000/20012, Unix, AS400

Network: Cisco/3Com Switches/Routers/Hubs,

Unshielded Twisted Pair, Shielded Twisted Pair

Software: Active Directory, IIS, SQL, SSRS,

MS Office Professional, MS Project, Visio,

Autocad, Veritas NetBackup, VMWare,

Morsewatchman KeyPro III, Identipass

Databases: SQL 2000, 2005, 2008 2012R2

Hardware: Dell servers, laptops and pc’s; Printers:

HP, Dell, Okidata dotmatrix, Epson receipt, Boca

EMPLOYMENT HISTORY

American Income Life

Benefits Specialist

901 Tower Drive, Suite 101

Troy, MI 48098

Supplemental Life Insurance

Journey Controller

Viajes Hispania Alicante

Alicante, Spain (work from home)

Payment processing

Record keeping

Unemployed

Senior Service Support Supervisor, Rock Gaming, L.L.C

Detroit, MI

5/18/2016 9/22/2016

5/12/2016 5/18/2016

2/5/2016 5/12/2016

12/1/2015 2/5/2016

Create standard operating procedures

Conduct training of Service desk, applications and troubleshooting techniques

Manage support analysts

Create and maintain schedule of service desk for maximum coverage, ensuring cost effectiveness

Create and manage active directory accounts

Create and maintain system security matrices

Create and maintain user system accounts

Create and run SQL queries for reports and system audits

Business Systems Analyst II, Greektown Casino-Hotel

Detroit, MI

7/1/2013 12/1/2015

Instrumental in upgrading gaming system from Unix

to Windows environment

Test patches to mitigate impact on production

Create and maintain system security matrices

Creation of standard operating procedures

conduct training for new applications

Instrumental in implementing new club level tiering program

Maintain earning methods for gaming systems

Applications Specialist, Greektown Casino-Hotel

Detroit, MI

8/1/2010 7/1/2013

-

Create and distribute SSRS reports

Create and maintain system security matrices

Create and maintain system user accounts

Create and provide reports for auditors

Troubleshoot system applications and software

MIS Operations Supervisor, Greektown Casino-Hotel

Detroit, MI

8/1/2001 8/1/2010

Manage Help Desk Operators

Maintain operator schedules for best coverage

Involved with construction and planning meetings

Create SOPs and conduct training on gaming systems, troubleshooting techniques and Microsoft Office Suite

Level 2 support for Gaming and desktop applications

Troubleshooting of software and hardware issues

Assist in planning and implementation of the Altiris software suite

Upgrade Infogenesis POS system and hardware

Coordinate several types of training to include setting up of training room equipment

Assist in implementing Cisco telephony system

Sought bids/quotes for hardware/software

Asset management, hardware and software

Plan and assist with office, pit moves

Conduct employment interviews

Perform employee evaluations

PC Technician, Greektown Casino-Hotel

Detroit, MI

6/1/2001 8/1/2001

-

Plan and implement point of sale systems in the hotel

Conduct employment interviews

Placement and training of Cisco telephones

Support of Microsoft Office Professional Suite of Applications

Procurement of hardware and software

Conduct upgrades of client operating systems

Plan and implement office move for maximum efficiency with minimal impact

Management of the IT Helpdesk

Advisement of the IT team

Computer Operator, Greektown Casino

Detroit, MI

1/1/2001 6/1/2010

-

Conduct upgrades client operating systems (Windows NT to 2000)

Perform office moves

Troubleshoot client hardware and software

Support of Microsoft Office Professional Suite

EDUCATION

SSRS Reporting, New Horizons

5/1/2013 5/1/2013

Troy, MI

-Certificate of Completion

oWrite SQL queries and build SSRS reports

Bachelors of Applied Sciences, Baker College

9/1/2003 6/1/2007

Clinton Twp, MI

-Degree

oWriting SQL queries

oJava Programming

oSystems Development Life Cycle

oCritical Thinking Skills

oWebsite development; HTML, CSS, XML

oDistributed database management

A+ Certification, Prometric/CompTIA

9/1/2000 9/1/2000

Syracuse, NY

-Certificate

oHardware and software

Electronics and Computer Technologies, National Institute of Technology

6/1/1996 6/1/1998

Southfield, MI

-Diploma

oAcquire skills in analog and digital electronics

oBuild computers, servers and networks

Advance Infantry Training, U.S. Army

10/1/1984 12/1/1984

Ft. Lee, VA

-Certificate of Completion

Hospitality and Tourism, Jefferson Community College

9/1/1980 6/1/1982

Watertown, NY

-Major in Hotel Motel and Restaurant management

Culinary Arts and Short Order Cooking, Jefferson Vocational Technical Center

9/1/1978 6/1/1980

Watertown, NY

-Certificate of Completion

High School Diploma, Sackets Harbor High School

9/1/1967 6/1/1980

Sackets Harbor, NY

-Diploma

ACHIEVEMENTS

Baker College: Graduated Cum Laude,

-One President's list

-Five Dean’s Lists

National Institute of Technology:

-Six Presidents lists

-Two perfect attendance

U.S. Army:

-Honorable discharge

-One Army commendation medal

-Two Good conduct medals

-Three Army Achievement medals

-Several certificates of appreciation

-One National Defense Ribbon,

-One Southeast Asia service ribbon with two bronze stars

HOBBIES

-Fishing

-Video games

-Learning bass guitar

-Cooking

-Music and Dancing

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