IT Support
Resume:
Michael Shaw
***** * ***** ***. – Chicago, IL ***55
**********@*******.***
www.linkedin.com/in/shawma
Career Summary
20+ years in IT (Helpdesk, Programmer, Level III Support, Network Administrator, Software Specialist, Operations Manager, Database Administrator)
20+ years in customer service, training, education and support
Expert in problem solving, efficiency, communication, management and operations.
Certifications
CompTIA - A+ (901/902), Network+, IT Fundamentals
Microsoft - Server 2012 MCSA, Windows 7 MCSA, Excel, Word, Outlook, Access, PowerPoint
CISCO- CCENT, CCNA
Proficiencies
Active Directory Directory Services, Windows Operating Systems, Desktops, Laptops, Tablets, Cell Phones, Printers, Databases, Word, Excel, PowerPoint, Access, Outlook, Routers, Switches, DNS, DHCP, Auditing, Accounts Receivable, Accounts Payable, General Ledger, Payroll, Human Resources, Management, Operations, Retail, Insurance, Education, Training, Photography, Soft Skills, Analysis, Help Desk, Verbal Communication, Written Communication, Multi-tasking, Driving, Imaging, Media, Configurations, Problem Solving, Cisco, Android, iPhone, TCP/IP, PDF, Office, Rollouts, Troubleshooting, Full Life Cycle, Implementation, Installation, Report Writer, Performance Assessments, Learning Management Systems
Experience
Computer Systems Institute - Chicago November 2013 – September 2016
Network and Business Program Manager
Certified in Cisco (CCENT/CCNA), A+ (901/902), MCSA (Windows 7 & MS Server 2012), and Network+
Increased test scores for students 15% on certification tests
Trained students in IT and placed them in many IT support positions in the Chicago Area
Controlled student drop rate with the lowest percentage for a program company wide
Increased sit percentage and pass rate 6 months in a row for certification tests
Responsible for curriculum, instruction, staffing, certification, retention and student support
IT instructor taught IT certification classes
Built strong professional report with students both current and alumni
Created and organized Network and Business Career Program documents and spreadsheets to aid in optimizing instruction and making instruction more efficient
Coordinated with outside vendor on new curriculum and sponsorship
Taught and trained on soft skills to project a positive professional atmosphere.
Chicago Public Schools – Chicago July 2004 – January 2013
Teacher Administrator Coach
Increased test scores for students by 20% on standardized tests, making the highest gains for 3 years
Applied for and received grant for over $80,000 to run school programs
Promoted students successfully with increased knowledge by multiple grade levels
Administrator of school programs.
Setup, organized, facilitated, applied for and budgeted school programs.
Lead teacher and math specialist for the school
Gave in-service to staff on staff development day
Analyzed and created curriculum including Common Core Testing programs
Coached basketball and softball teams to playoff positions
Municipal Software - Harris Computers – Libertyville August 2000 – August 2004
Programming Manager
Increased sales of software sold to municipalities for AR, AP, GL, payroll, and many more products by 26%
Reduced support costs by 32%
Became a key member of product management staff, working between client and developers in design, production, and implementation through conclusion and during support contract.
Reduced Level III technical support response time to completion (Remote/Phone/in Person)
Managed programming staff
Conducted hiring and reviews of staff
Produced software sold to municipalities for AR, AP, GL, payroll, and many more products
Coordinated and conducted user and staff meetings
Collaborated with trainer to design and implement training materials for software produced for the municipality
Level III technical support (Remote/Phone/in Person)
Analyzed customer needs and customized the software
Mediated installation and maintenance of software products
Old Republic General Services – Chicago February 1994 – August 2000
PC Operations Manager
Managed projects with subsidiaries including new software and hardware deployments, rebuilding infrastructure and new business models with 100% success
Created training programs from documentation to manuals and trained users saving company over $10,000 annually
Increased help desk efficiency by reducing ticket time from 50 minutes to 7 minutes and reduced staff from 6 to 2 technicians
Maintained customer service excellence for six consecutive years
Transitioned multiple subsidiaries from Novel to Microsoft with no disruption to production
Converted hard copy documents to electronic and cataloged them four months before deadline
Managed PC support staff for corporate building and eight companies affiliated with ORGS
Created training programs from documentation to manuals and trained users
Conducted hiring, reviews and training of staff
Maintained customer service training
Conducted meetings with customers and staff
Help Desk support manager
Installed, trained, and supported all PC software
Network manager in charge of rights, installation, backup and maintenance
Hardware support manager
Email system facilitator
Special projects, document processing and Crystal Reports
Electronic document publishing
Rogers Enterprises, Inc. – Matteson June 1984 – February 1994
PC Operations Manager / Accounting Coordinator
Created and programmed POS system used companywide increasing accuracy and reducing staff cost
Saved company over $1,000,000 in inventory costs.
Saved company over $100,000 annually in operations cost
Maintained all PCs and 39 store offices with a 98% uptime.
Supervised staff of over 100 company wide
Responsible for and traveled to stores in four states
Retail sales, customer support and store management
Responsible for all programming, software, hardware, purchases, training, analysis, and maintenance of PCs company wide.
Designed systems for payroll, sales monitoring, inventory, and customer tracking
Converted AS400 system to Data General Avion machine running a proprietary system copied off of mine.
Education
Concordia University - River Forest Masters of Art, Administration
St. Xavier University – Chicago Masters of Art, Education
- Kappa Delta Pi Education Honor Society
Lewis University – Romeoville Bachelors of Art, Psychology
- Sigma Phi Epsilon Fraternity
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