Michael Foca acz8uk@r.postjobfree.com

*** ***** ******, ************, ** 19148 (c) 215- 251-0331

Information Technology Professional

Customer focused Information Technology professional with a proven track record of rapport-building, resourceful problem-solving, exemplarily communication skills, and demonstrated leadership abilities. Over 10 years of experience partnering with key stakeholders to deliver creative solutions and a first rate customer experience.

Key Proficiencies

Advanced computer skills- Microsoft Office 2003, 2007, 2010, Office 365, Adobe Suites, McAfee and Norton Anti-virus, Malware Removal Programs, Altiris, Bitlocker, AD Manager

Over 10 years of professional experience in diagnosing and resolving technical issues in a multi-user environment.

Systems Implementation and support

User requirements gathering

A broad knowledge of the following operating systems: Windows 95, 98, 2000, XP, Vista and Windows 7, Windows 8, Windows 10. Mac OS.

Strong knowledge of Active Directory, Go To Assist, Team Viewer, VPN.

Desktop support and security

Software installation and configuration

Virus management

Solutions oriented

EXPERIENCE

Insight Global, Philadelphia, PA July 2016 to Present

Consultant

Provide technical expertise on projects and support on all desktop IT services for clients.

Extend support in installation, configuration and usability of the desktop computers, peripherals and the software/hardware systems.

Ensure the installed systems confirm to the established standards and protocols.

Support user requests and requirements by installing new systems or enhancing the existing ones.

Document all inquiry activities in the appropriate reporting system.

Temple University Hospital, Philadelphia, PA

Installed and maintained company’s computer systems and network.

Completed troubleshooting and repair when computers had problems.

Assisted office staff with computer application questions.

Configure and install over 100 PC’s.

Install Printers, Scanners & Monitors.

Assisted the roll out of hospital software Epic to the entire hospital.

Answer & close IT trouble tickets through Remedy.

Experience in AD Manager & Altiris Deployment Console.

Experience in Bitlocker hard drive encryption software.

TEK Systems, Philadelphia, PA January 2016 to January 2017

Consultant

Provide technical expertise on projects and support on all desktop IT services for clients.

Extend support in installation, configuration and usability of the desktop computers, peripherals and the software/hardware systems.

Ensure the installed systems confirm to the established standards and protocols.

Support user requests and requirements by installing new systems or enhancing the existing ones.

Document all inquiry activities in the appropriate reporting system.

Comcast, Philadelphia, PA

Install and configure over 100+ VOIP Cisco phones to new and current employee desks, offices and conference rooms.

Walmart, Marlton and Turnersville, NJ

Decommission old POS system at registers and install new POS systems.

Configure and verify new system is in working order.

Decommission certain registers’ old scales and install new scales.

UPS Store, Lansdale, PA

Step by step process migrate Windows XP to Windows 7 POS Systems and BOM computers

Configure network store printers and MFPs.

Configure touchscreen POS.

TBS Industries, Inc., Philadelphia, PA March 2011 to November 2015

PC Technician

Provide desktop support and analytical assistance to set up, configure, troubleshoot and repair the computer system for the organization

Professionally processed 80+ eBay inquiries daily to provide information and service to ensure customer satisfaction.

Managed customer calls effectively and efficiently in a complex, fast-paced environment.

Addressed and resolved customer product complaints with empathy and professionalism, by researching parts prices and descriptions to give the customer the most accurate information.

Diffuse irate customer situations calmly and courteously. Resolve service, pricing and technical problems for customers.

Maintained inventory database, listed items on eBay and answer emails sent regarding products. Manage the hardware and software component needs of the organization by ensuring procurement of the related supplies

Assist the Shipping and Receiving Department with late Purchase Orders.

Actively participated as a member of the Company Safety Committee

CNA Computer Repair, Havertown, PA October 2009 to June 2012

PC Technician (Part Time Nights/Weekends)

Troubleshoot and repair PC desktops and laptops including: software/hardware upgrades and installation, running ad-ware, spy-ware, malware and anti-virus removal software programs.

Performed set-up for printers, routers and wireless routers.

Onsite work to customer homes

Airline Hydraulics, Corp, Bensalem, PA March 2006 to September 2009

IT Help Desk

Responsible for PC desktop and laptop repairs including: software/hardware upgrades and installation, running ad-ware, spy-ware, Malware and anti-virus removals software programs.

Created and Maintained User’s profiles through Active Directory

User password resets.

Performed set-up for printers and copiers.

Manage and execute PC rollouts and cubicle setups

Created and maintained daily tape backups.

Education & Training

The Chubb Institute, Major: Network Security

Completed coursework in computer networking and security, Graduated 2006

Furness High School, Major: Business and Computers

Completed coursework in business and computer technology. Graduated 1998

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