JUSTIN CARLS

***** ***** **. ● Northville, MI ***67 ● 734-***-**** ● acz9x6@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Strong interpersonal communication skills; excellent soft skills with colleagues in IT.

Experience managing a remote team of 5 employees (Level 1).

Energetic self-starter with strong communication skills; works well independently or in a team setting.

Worked with Stakeholders at all levels to present regional IT projects and garner their buy-in.

Implements organizational change based off ITIL processes (change management).

TECHNICAL SKILLS

Hardware Lenovo Laptops, Routers, Switches, Blade Servers, iPhone, iPad, Blackberry, PBX, RAM, Motherboards, SSD Hard Drives, Desk Phones, Polycom Video Conference Equipment

Operating Systems Microsoft Windows 7

Mac OS

Microsoft Windows Vista

Microsoft Windows 2008 Server

Technical Skills Windows 7 client installation, configuration and maintenance; BES administration and configuration, Windows Server 2008 installation; configuration, monitoring, ActiveSync, AirWatch, change management, Active Directory; Group Policy; DNS; DHCP; VPN, routing, TCP/IP subnetting and troubleshooting; emphasis on adherence to Microsoft standards and maintaining network documentation, HDI IT Support Specialist certified.

EDUCATION

ComputerTraining.com Southfield, MI

Hands-on IT Training Academy Graduated in July 2008

Microsoft Certified Technology Specialist (MCTS)

Microsoft Certified Professional (MCP)

Western Michigan University Kalamazoo, MI

Bachelor of Business Administration: Marketing & General Business Graduated in December 2004

EMPLOYMENT HISTORY

The Boston Consulting Group Troy, MI Senior IT Specialist January 2013 to Present

Lone IT Specialist in office of 60+ consultants and support staff.

Responsible for supporting and maintaining all laptops, mobile devices, IT infrastructure and teleconferencing e equipment.

Employed root-cause analysis to resolve problems identified on a company-wide scale.

Daily use of Active Directory; maintain, creating and moving user accounts between OU's.

Configure roles on Server 2008 for file and print services; troubleshooting connectivity issues from a server level.

Troubleshoot DHCP connectivity issues with client machines; ensure service is running at server level.

Monitor and adjust storage quotas in Exchange 2007 Management Console for 500+ user mailboxes.

Responsible for managing 5 call center employees who support the office (Level 1)

Ensure proprietary software (Citrix) is able to connect to servers across multiple data centers.

GPO creation, testing and editing based on company policies.

Document all changes made to servers and networking equipment in a centralized repository.

Huron Consulting Group Chicago, IL IT Support Specialist July 2011 to January 2013

Provided front line support for consultants in the field while maintaining high levels of customer service and satisfaction.

Provided specialized support for C-level employees while building trust and rapport through a demonstration of technical knowledge.

Utilized ticketing system to track incidents and identify trending issues.

Employed root-cause analysis to resolve problems identified on a company-wide scale.

Schedule, troubleshoot and configure PolyCom units for videoconferences with internal and external users and clients around the world.

Configure Blackberry devices using the BES application; configure iPhone and iPad devices using ActiveSync within the 2010 Exchange console.

Use Active Directory to manage user accounts, group memberships and rights.

Configure various client applications specifically for Huron laptops.

Communicate effectively using electronic delivery methods as well as traditional methods such as desk-side support and telephone support.

Follow through on every support request in a timely manner ensuring the customer is happy with the suggested resolution.

Preform hardware swaps to damaged or non-functioning laptops including RAM, hard drives and LCD screens.

Assist in the training of new support associates and analysts in adherence to Huron IT policies.

Database entry for tracking of hardware and application licenses.

Meritel Group, LLC Canton, MI

Help Desk Analyst/Junior Systems Administrator October 2010 to April 2011

Provided front line support for clients in the health care field including, but not limited to, desktop support, Outlook and and Exchange issues, network connectivity, server maintenance, Active Directory and virus removal.

Required to troubleshoot proprietary software exclusive to the health care industry in order to resolve urgent issues for for doctors and nurses. Software experience includes AMICAS PACS, Aprima, WritePad and Orthotrack.

Responsible for direct communication with clients in a timely manner regarding the status of their issues.

Responsible for the configuration and installation of new computers and printers in a corporate environment while a adhering to strict guidelines. Worked in many HIPPA compliant environments with sensitive patient information.

Dealt with Microsoft Server Support to troubleshoot and pinpoint issues in a corporate environment then apply the app appropriate hot fix.

Experience in maintaining Microsoft Active Directory in a Server 2003, Server 2008 and Small Business Server env environment.

Responsible for troubleshooting network issues in small to medium sized environments by configuring rious various router makes and models.

Familiar with utilizing CRM to document and update ongoing issues. Some experience with Sharepoint.

KIP America, Inc. Novi, MI

Application Specialist/Software Support January 2010 to October 2010

September 2008 to February 2009

Provided software support for Windows-based proprietary software via e-mail and call center.

Led on-site technicians through the troubleshooting process to resolve networking issues on various client and server configurations found in a corporate environment.

Required to communicate complex directions for installing and uninstalling Microsoft Certified drivers on a variety of different Operating Systems.

Aided on-site technicians in troubleshooting non-functioning PC hardware and providing appropriate solutions.

Responsible for tracking and documenting software issues in a weekly report for Research & Development to consider in future revisions.

Helped identify and resolve a SMB issue in regards to how the proprietary software functions.

Responsible for training technicians to configure the PC's BIOS settings per new hardware configurations.

Enterprise Rent-A-Car Farmington Hills, MI

Management Trainee March 2006 to November 2007

Ranked #1, for 4 consecutive months, for highest percentage of protection packages sold among 32 salespeople.

Consistently delivered sales results greater than monthly personal goals and regional averages.

Generated additional sales and ensured customer satisfaction through daily phone calls to varying customer base.

Skilled in persuasive sales techniques- generating opportunities to up sell in over 50% of customer interactions.

Ranked #1 in Oakland County for highest customer satisfaction index at Enterprise.

Able to quickly establish rapport with clients, creating a positive customer experience.

Worked effectively with people of different backgrounds and temperaments.

Moving Solutions, Inc. Waterford, MI

Vice President/General Manager February 2005 to March 2006

Created schedules for crews sized from 10 to 50 members.

Maintained trucks and equipment.

Booked moves by phone- cold calling in a sales capacity.

Conducted follow-up calls with customers.

Designed marketing materials, including flyers and yellow page ads.

Helped maintain website- uploaded images on an FTP server.

Utilized problem solving and communication skills daily to resolve customer issues at Moving Solutions, Inc.

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