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Microsoft Office Customer Service

Wilmington, Delaware, United States
October 30, 2016

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John W. McNeill

*** ***** ******* ******

Wilmington, Delaware 19801

Cell 302-***-****


** ***** ** ** ******* experience as a computer software/hardware technician satisfying an array of business needs, applying practical fixes, and meeting customer demands. Possess high competency with computer hardware, print, network, and software applications. Proven ability to create and satisfy business solutions for increased cost savings.


New & Emerging Technologies

Windows & Mac Platform

Operations Improvement

System Networking

Enterprise Printing

Business Continuity Plan Coord.

User Training and Support

Network/Wi-Fi Config.

Problem Identification/Analysis


Windows 3x/9x/2000/XP/7/8/10, Virtual OS, Citrix, MS Office 97-2013, Mac OS 10.4 to 10.8, MS Visio and Project 2007-2013, HP Service Manager, FrontRange, Metrix, Norton and McAfee Virus, Drive Copy, Power ISO, Remote Desktop, SQL Server 2012, and MS Server 08R2.

IBM compatible PC’s, Thin Clients, Macintosh, Ethernet, Mother/Logic Boards, Video and Sound Cards, Android, IPhone, Monitors, CD/DVD/BR-ROM Drives, Memory Chips, IDE/EIDE/PATA/SCSI Hard Drives & other devices, SCSI Controller Cards, Tape/Optical backup, Scanners, and inkjet, Laser, High-Speed Printers.




POMEROY (Formally Tolt Solutions) (Field Tech), Hebron, KY 41048 2014-PRESENT

M&T BANK (Formally Wilmington Trust) (IT Tech), Wilmington, Delaware 2014

MAC’S RESOURCE SERVICES (IT Tech), Wilmington, Delaware 1998-PRESENT

Worked productively with all user levels, novice knowledge understanding to expert. Carried out phone, remote, and on site diagnosis on Mac and PC platforms to determine if computer hardware or software issues need fix applied. Performed various areas of support including, Android, IPhone, TCP/IP connectivity, OS installation/configuration, application modification, peripheral configuration, and email (Outlook and Mac).

Supported (Help Desk and/or onsite) up to 2600 plus PC users for financial enterprise OS deployment: PC hardware, printer, network connectivity, antivirus, and software applications.

Tier I, II & III, followed predefined (100 plus scripts) Enterprise deployment desktop technician instruction parameters completing assigned task.

Imaged tailored operating systems on Servers, POS, laptops and PCs for Retail Enterprise.

Executed Cloud solutions for enterprise users.

Completed all field documentation needs for enterprise scribed activities and archived events.

Consulted with remote IT server team leadership for guidance if unforeseen issues.

Provided VIP user account data backup solutions to their upgraded computer systems.

Tier I, II, and III administered VPN, Microsoft Office, and Mac OS desktop application support.

Performed all communication responsibilities to gain, understand, and satisfy customers’ needs.

Managed invoice documentation with software, hardware, and labor cost associated after computer fix.

Diagnosed PC and Mac platform issues via phone or in field to ascertain possible fix option or solution.

Verified computer assessment diagnosis with software, cable, multi-meter, and/or power testing.

Researched computer-part-vendor sources to receive best available price and delivery for customers.

Administered system upgrade configurations or purged computer spyware, adware, worms, and viruses.

Imaged Mac OS 10.4 to 10.8, MS Windows 98 to Windows 10, and configured peripheral functionality.

Performed backups or fixes for clients in a timely manner.

Configured Outlook user mail accounts for Enterprise and third party connectivity to manage email.

John W. McNeill Page 2

M&T BANK (FORMALLY WIMINGTON TRUST), Wilmington, Delaware 1988-2012

Graphic Production Analyzer(2001-2012)

Multitasked executing operations and using Microsoft Office as the source to collect, categorize, analyze, and report findings of processed requisitions along with their associated cost and production demands.

Assessed over 33,000 processed print project’s demands to meet complex production situations.

Illustrated the Graphic Center’s production operations consistently saving M&T on average over 30% per print project.

Identified departments predominantly used print services the most along with their associated cost.

Reported quarterly analysis findings within Microsoft PowerPoint from Excel and Access data. Amended process May 2010 to incorporate enterprise accounting reports.

Developed a customized color coded working document for equipment operators that simplified distribution process, eliminated distribution errors, and increased daily productivity.

Senior Graphic Specialist 1988-2012)

Operated and trouble-shooted all Graphic Center’s print equipment to maximize production capabilities. Provided in-dept training instruction toMarketing and various staff throughout the enterprise with vendor print application usage and file preparation necessary when submitting complex electronic print/copy requests. Partnered with Information Technologyand contract vendors regardingsoftware application functionality, LAN connectivity, and digital print/copy equipment problems to resolve issues. Supported Central File records retention with old business.

Processed copy requisitions to and performed customer service to 3,000 users timely exceeding customer’s professional quality and deadline expectations.

Worked closely with enterprise programmers and subject matter experts as a team to incorporate new processes.

Consistantly perform responsibilities above requirements and received exceptional job rating evaluations throughout 24 year tenture.

Oversaw Graphic Center’s equipment vendors during service calls, to update equipment knowledge and guarantee the proper maintenance was done.

Performed engineer calibration alignments to Graphic Center’s equipment to assure a professional print output was maintained.

Explored equipment possibilities and trained colleagues on new processes that saved 40% assembly time.

Executed Supports Service’s BCPC duties necessary to identify, categorize, prioritize, document, and warehouse disaster recovery plans according to Senior Management requirements.


CompTIA Networking Prep ed2go Facilitated Online

A+CompTIA Certified,A+ Essentials and A+ Practical Application, Newark, DE

6232 Implementing a Microsoft SQL Server 2008 R2 Database, ONLC Training Centers Wilm., DE

2778A Writing Queries using Microsoft’s Server SQL 2008 Transact-SQL, ONLC Training Centers Wilm., DE

BS, Industrial Technology (Graphic Arts and Management), CHEYNEY UNIVERSITY, Cheyney, PA

Business Analyst Certificate Program, UNIVERSITY OF DELAWARE, Newark, DE

Webmaster Certificate Program, UNIVERSITY OF DELAWARE, Newark, DE

Computer Programming Diploma, National Radio Institute MCGRAW-HILL, Washington, D.C.

Professional Development Certificate, AMERICAN INSTITUTE OF BANKING, New Castle, DE

Diploma and Graphic Arts Vocational Certification, HOWARD CAREER CENTER, Wilmington, DE


Smith/Collins Family Reunion Committee, Wilmington, Delaware 1995-Present


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