Technical Support Manager
Resume:
Michael Melton
Chester, Virginia
********@*******.***
Objective
Employment in the Information Technology field with a focus on a continued career path in a challenging and rewarding environment.
Skills
A+ Certified PC Technician.
Dell Desktop, Laptop and Server Certification.
Setup, maintenance and troubleshooting of computer systems (WAN/LAN, Client/Server).
Design and implementation of networked platforms (Wireless, DHCP, Disaster Recovery).
MS Windows Desktop/Server OS administration.
VMware ESXi, SCCM, EMC Avamar
Experience
Digital Intelligence Systems Petersburg, VA 2015-2017
Field Support Analyst
Currently working on a contract basis to Gerdau Longsteel, providing onsite support for all local IT systems at the Petersburg, VA mill location and to 5 satellite locations throughout the state.
Responsibilities include desktop, mobility, telephony and network infrastructure support, interacting with vendors and providing guidance to various areas of the business regarding any technology needs.
AMF, Inc. Mechanicsville, VA 2012-2015
Systems Administrator (2013 - 2015)
Manage virtual environment of 230 virtual servers across 11 VM hosts using VMware VSphere.
Responsible for software patches, upgrades, and operating system deployments using Microsoft SCCM 2012.
Administer disaster recovery / backup operations using EMC Avamar.
IT Support Analyst (2012-2013)
Provide technical support for point of sale hardware/software, SQL servers, network infrastructure to approximately 300 bowling centers, as well as onsite support for corporate personnel at the AMF Support Center.
Participate in 8 week shift rotation as part of normal course of duties, in addition to projects and formulating technical documentation for various processes.
Robert Half International Richmond, VA 2011
Microcomputer Technician
Worked under contract to Carmax on a project basis to upgrade laptop computers.
Assisted in the role of Microcomputer Technician II to provide break/fix support to corporate office users.
Duties included responding to user submitted issue calls, utilizing BMC Magic Service Desk to document all processes, engage with other departments as well as outside vendors to resolve issues in a prompt and efficient manner, assisting with completion of IT projects as needed.
Chippenham - Johnston Willis Medical Center Richmond, VA 2009-2011
Technical Analyst
Provided direct, onsite support for workstations, laptops, servers, printers, scanners and facility specific network devices at both hospitals, as well as remote administration using Dameware Utilities and HP JetAdmin.
Responsibilities included maintaining inventory, documentation of processes and break/fix resolutions utilizing BMC Remedy, coordinating with vendors and various departments within the enterprise, imaging workstations and laptops with role-specific loads using Microsoft System Center Configuration Manager (SCCM), adhering to project deadlines and providing end-user training.
Collaborated in a close team atmosphere to provide 24/7 support to both campuses in order to ensure full uptime on any and all patient care systems.
Experience
(continued)
Apex Systems, Inc. Glen Allen, VA. 2008-2009
LAN/WAN Technical Analyst
Worked under contract to Wachovia Securities / Wells Fargo Advisors providing third level support on all standard company hardware and software (Thomson SmartStation, Lotus Notes, Rumba).
Responsible for directly interacting with end users, field technicians, other internal support areas and vendors to assure prompt resolution to any issues fielded typically via NetOp Remote Control.
Collaborated in a team environment on various projects, such as testing and deployment of new equipment, scripting processes for end user data handling and user profile remediation efforts in migration from Lotus Notes to Microsoft Exchange.
Tracked equipment replacement tasks, from initial replacement request to complete problem resolution using Peregrine Systems PICCT.
Assisted in data recovery utilizing OnTrack recovery software in addition to proprietary backup and restore scripts.
CompuCom Systems, Inc. Richmond, VA. 2007-2008
Field Support Technician
Provided field service support on workstations, servers, HP printers and financial center specific peripherals to Wachovia locations in the Hampton Roads/Peninsula region.
Maintained accurate and timely inventory count on all equipment, working closely with asset management team.
Participated in 24/7 on-call rotation, fielding high-priority calls and assigning to proper zone to ensure problem resolution within established service level agreement guidelines.
McGuireWoods LLP Richmond, VA. 2002-2006
Client/Server Administrator (2005-2006)
Oversaw disaster recovery and daily backup efforts for entire enterprise of 14 locations and approximately 300 servers using Veritas NetBackup.
Responsible for administration of all user and service accounts across multiple domains using Microsoft Active Directory and Exchange Server 2000/2003.
Monitored enterprise infrastructure utilizing Dell OpenManage, Microsoft Operations Manager (MOM), taking steps as needed to ensure maximum uptime and availability.
Maintained current patching schedules and software inventories using Microsoft System Manager Server (SMS).
Onsite Technician (2002-2005)
Worked directly with end users responding to technical issues using Support Magic and taking proactive measures to prevent issues from developing (played key role in developing client system imaging process utilizing Symantec Ghost to increase resolution turn-around and decrease user downtime).
Responsible for working with outside vendors and other internal business units to resolve technical issues and to improve end users’ workflow experience, with a focus on Microsoft Office and Hummingbird DOCS Open / DM.
Support and maintain knowledge base on a variety of peripherals, including Blackberry PDAs, HP LaserJet printers, wireless/Bluetooth network equipment and devices.
Gateway Computers, Inc. Hampton, VA. 1999-2001
Quality Assurance Adviser (2001)
Participated in a team environment to implement the company’s call flow process to standardize and enhance the consumer technical support call experience.
Played a critical role in developing methodologies for tracking call scores and providing various statistical analyses of scores on an individual, team and call center basis.
Conducted training classes for new support technicians and ‘refresher’ courses for veteran technicians regarding call flow process standards and proper documentation procedures using Vantive HelpDesk.
Technical Support Technician (1999-2001)
Provided inbound technical support for customers on Gateway branded computers and devices.
Maintained call center policies and directives regarding average time spent per call, average number of daily calls, first-time call resolution, etc. while ensuring a positive customer/client experience.
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