To whom it may concern,

For ** + years I have been working for Aetna/Xerox/Atos as a Sr Helpdesk Technician. I am no longer with the company due to corporate restructuring.

I was responsible for Level I, Level II and Level III support. My job through the years consisted of;

Level I

Basic Support, Password resets, basic how to questions and simple maintenance with network files, Outlook emails and hard disk file cleanup. Rebuilding Profiles on local machine

Level II

Hardware rebuilds, Software installs and reinstalls as well as advanced software support and troubleshooting. Education and training. Documentation and slide shows for processes and procedures to reduce downtime and increase productivity.

Level III

Domain Administration, creating accounts, setting security permissions creating network share folders and providing permissions to the shares. Running backups, setting up scheduling automatic server and local machine backups. Ordering hardware, building Workstations, supporting hardware support. Building Servers, configuring Active Directory. Setting up and configuring DHCP, RAS VPN Access.

These are just the highlights.

The strengths I bring to support, Patience, Versatility, Adaptability, Creative thinking to resolve issues, Flexibility and Focus. I will take ownership of an issue and follow it to make sure the issue is resolved.

Support the new employee to the chief executives, Novice user to more seasoned user with the same attention and respect. I work as well with 1:1 or a group.

Thank you for your time and consideration.

Michael McPhaul

aczoyf@r.postjobfree.com

Phone 321-***-****

Resume

Michael McPhaul

3313 Cloudberry Ln

Melbourne Fl. 32940

Employment History

Aetna/Xerox/Atos

10/2001 to 4/2017

Reason for leaving: Due to corporate restructuring

Duties;

Level I, II and III Software and Hardware Support

Avaya Phone System support

Domain Controller support Server NT4, 2000 and 2003

Citrix Virtual Machine support

Training on Proprietary software, Microsoft Office Suites 2007, 2010 and 2013

Microsoft Windows 98, 2000, 7 and 10 Professional

PC hardware Purchase, configuration, Support, upgrades and recycle

1 on 1 training and group training when needed.

Remote access and local Support Cisco VPN applications

Telephonic and physical local support and setup of remote systems

Creating documentation for troubleshooting and training.

Creating Backups and restoring files as needed.

Setting up and maintaining security software,

Finding Solutions using as many resources available

Software Expertise;

Windows 95, Windows 98, Windows 2000, Windows 7, Windows 10

Server NT4, Server 2000 and Server 2003

Office Suite 2000, 2010 and 2013

Symantec Endpoint Protection

Citrix Receiver

Good Mobile Messaging

Airwatch Messaging

Sky Cure Encryption/ Firewall application

Microsoft Lync

Microsoft Skype

Cisco Anyconnect VPN software

Symantec VIP Access Secure Token

Cisco WebEx application

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