Customer Service Manager

Michael

Duffey

** *** ** • Oxford, Massachusetts 01540

**********@*****.*** • 508-***-****

OBJECTIVE

To obtain a Helpdesk / User Support Specialist position with either a school district or tech department as I have considerable experience in the fields of Helpdesk Management and End User Support. It’s also what I love to do and I can’t imagine doing anything else.

EXPERIENCE

Framingham Public Schools Framingham, Massachusetts September 1998 - November 2016 Helpdesk Manager

● Call Management and Tracking. - Track-it, Dell KACE

● Inventory Tracking - responsible for accurate inventory management across 14 locations.

● System Imaging and Patching - Ghost, Kace - back up, patching and installation

● Network Printer Support - HP, Brother, Konica copiers

● Hardware Purchasing, Installation and Support - responsible for keeping inventory stocked.

● Application Installs and Support - Office 2010, Adobe,

● Cisco IP Phone Management - Cisco Call Manager

● Active Directory Support - Mail, Policy and Group management

● User Account Support - Password, User rights, group rights and permissions

● Staff Training -

● MDM Support for IOS Devices and Chromebooks (Meraki) Sizzling Platter, Inc. Murray, Utah 1996 - 1998 M.I.S. / Tech Support Rep

Packard-Bell Electronics Magna, Utah 1994 -1998 Customer Service Phone Technician

TRAINING AND QUALIFICATIONS

Stevens-Henager College - Computer Technology and Networking 1992-94 A+ CERTIFICATION - ID#70FDTT1330

CERTIFICATE OF COMPLETION - WINDOWS 7 TRAINING

CERTIFICATE OF COMPLETION - WINDOWS SERVER 2003 TRAINING DELL KACE - CUSTOMER TRAINING COURSE

SUMMARY OF QUALIFICATIONS

20+ years of experience in HARDWARE/SOFTWARE Helpdesk environments. Skilled in NT Network Administration, Domain Security/ Trust Relationships, Group Administration / Group Policy creation and management, Understanding and experience in Cisco Call Manager IP Phone administration, Hands on experience with network wiring and configurations. Ipad / Chromebook management with Meraki MDM. Experience with most Microsoft and Adobe softwares. Ability to pick up other technologies quickly - Excellent customer relationship habits. - Excellent written communication abilities.

Superior skills in explaining difficult technical concepts and procedures so they are easier to understand. References available upon request.