MICHAEL A. ANCRUM

** ****** ******, **********, ** 06605

203-***-****

ad4cz1@r.postjobfree.com

INNOVATIVE DESKTOP SUPPORT PROFESSIONAL

Summary

Effective and efficient Technology Professional who excels at prioritizing and completing multiple tasks simultaneously. Manages projects while handling in-person inquiries from clients and colleagues. Has a helpful, outgoing personality with outstanding problem-solving skills and an ability to simplify complicated situations. Flexible and hardworking with a strong drive to succeed.

Proficiencies

Microsoft Office 365

Windows 10/11

Microsoft Outlook

Microsoft OneNote

Microsoft One Drive

Druva

TCP/IP

Microsoft SharePoint

Active Directory

Azure Active Directory

Ninite Pro

IOS

Datto Portal

Automate

BitLocker

Duo MFA

ServiceNow

ConnectWise Manage

Intune Portal

Microsoft Teams

Microsoft Authenticator

PROFESSIONAL EXPERIENCE

Advantage Technical – Knights of Columbus 10/2023 – 12/2023

Windows Migration – Windows 10 to Windows 11

Using PXE deployment to bring down images on HP laptops.

Configure MS Outlook.

Install software from the network and use SCCM to install applications.

Use Druva restore data from old laptop back onto new laptop.

Mapped users network drives and installed network printers.

Use ServiceNow to open and close tickets.

Troubleshooting, supporting, configuring, and maintaining, imaging and reimaging PC hardware, local and network printers, and PC peripherals.

Use WASP to enroll new laptop.

Use Delinea to get users passwords.

Circulent, LLC - MSP 01/2023 – 07/2023 Desktop Support II

Provides support to business area management and staff at the highest customer service and technical level for all aspects of workplace technology services including but not limited to network-based systems software and hardware, systems security, recovery and back-up procedures, troubleshooting, repairs, installations and upgrades.

Manage, support, and troubleshoot network printers, scanners, mobile devices, wireless, VPN, etc. Maintain and resolve issues on LAN/WAN, VoIP telephone, biometric, AV systems connections.

Track and resolve customer incidents and requests through the client's ticketing tool ServiceNow. Respond to customer’s telephone, email, instant messaging, walk-up or ServiceNow inquiries concerning support requests, systems status, and network connectivity.

Provides support for End users remote or onsite support IT equipment in large corporate environment support.

Responsible for all onboarding and offboarding, including creating.

Using Intune to enroll IOS, Androids, laptops and other devices Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, mobile devices and related hardware and software in order to deliver required desktop service levels.

Active Directory and basic AD administration (User and Group management) Azure Active Directory to create users accounts and reset users’ passwords.

ERNST & YOUNG LLP 08/2018 – 12/2022

Tier 2 - IT Support

Provide Tier 2 support to approximately 355 clients in Charlotte, NC, Stamford and Greenwich Office locations.

Respond to customer’s telephone, email, instant messaging, walk-up or ServiceNow inquiries concerning support requests, systems status, and network connectivity.

Resolve problems associated with firm-standard software (Windows 10, Microsoft O365 and SCCM), hardware.

and mobile devices such as Microsoft Intune and Company Portal for IOS and Android.

Assist with the deployment of hardware and software to clients including the installation, configuration and testing of more complex firm software.

Support and maintain local office network equipment, including Wi-Fi network and printers.

Provide remote support and assistance to end users and team members, across the US East area region.

Designated local asset administrator for the Stamford Office; Responsibilities include ordering, tracking, reconciling monthly and quarterly IT hardware and peripheral inventory.

AMERICAN IT – United Illuminating 4/2018 – 7/2018

WINDOWS 7 – WINDOWS 10 MIGRATION

Using Microsoft deployment toolkit to bring down images on HP laptops and desktops.

Configure MS Outlook and skype.

Copy data from old laptop or desktop back onto new system.

Use ServiceNow to open and close tickets.

Troubleshooting, supporting, configuring, and maintaining, imaging and reimaging PC hardware, local and network printers, and PC peripherals

Assisted with installation, maintenance, and troubleshooting of network equipment

Assisted in installing new desktop systems for new employees, and/or students

Created user accounts and permissions, Configured and implemented Group Policy in Novell

Troubleshooting network and internet issues for users

Provided network monitoring and network efficiency analysis

Monitoring network

cognizant – Merck 4/2017 – 12/2017

Disaster Recovery Project

Windows and VMWare Resource

Provided Microsoft server and VMware resource services for disaster recovery effort.

Preformed bare metal recovery of Windows 2008, 2012 physical servers.

Restored virtual and physical servers using Commvault and NetApp backup solutions.

Rebuilt OS failures caused by corruption, using a fresh OS installation (Windows Server 2008, 2012).

Configuring VMware Virtual Hardware, Memory, NIC and VDISK for system restoration.

Configured security hardening for rebuilt servers.

Virtuosity, Inc.; Warwick, NY 7/2015 – 3/2017

Help Desk and Desktop Support

Provided Windows administration support in Windows 7/8/10 environments and support for 25 clients with over 250 end users.

Clients include law firms, medical and doctor offices, insurance offices, local municipalities (police, gov’t) and financial organizations.

Going onsite to resolve application and computers issues for various clients as needed.

Trouble shooting issues at clients including local software issues that pertains the company’s specialty, desktop issues, printers, servers, routers, e-mail, internet, etc.

EDUCATION

NEW HORIZONS LEARNING CENTER - MCSA Training

PC SUCCESS, LLC - Computer Training

NAUGATUCK VALLEY COMMUNITY COLLEGE - Business Administration Courses

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