Desktop Support Specialist
Resume:
Michael C. Whitmore
****************@*****.***
Career Profile
Thisprofessionalisahighlyexperiencedandskilledindividualwithastrong backgroundinITservicesandconsulting.Theyhaveheldvarious positions in multiple industries,including broadcasting,media,and legal services. WithadegreeinComputerOperationsandextensiveexperienceinsystem administration,technicalsupport,andprocessimprovement,thisindividual iswell-equippedtotakeonrolessuchasGlobalSystemOperationCenter Specialist, Senior Desktop Support Analyst, or Senior Helpdesk Analyst. EXPERIENCE
Turner Broadcasting – CNN Center, Atlanta-GlobalSystem Operations CenterSpecialist MARCH 2015 –DECEMBER 2017
● Managed the major incident process using SNOW (ServiceNow) incident management application.
● Coordinated repair of routers, circuits and servers with external providers and internal IT staff...
● Provided datacenter support and environment monitoring.
● Used Remedy tracking software to enter resolutions for operation center calls System Operations Center Specialist
FEBRUARY2012 – FEBRUARY2013
● Responded to support requests via phone and email; AD, password resets and application issues
● Facilitated after hours repair of routers, circuitsand servers with external providers and internal IT staff.
CBS Corporation, Atlanta-Service Desk Technician
FEBRUARY2013- JUNE 2015
● Resolved technical issues for CBS News, CBS Television and CBS Radio end users under tight on air deadlines
● Supported broadcast end users at CBS by providing first contact resolution for software and hardware issues.
● Provided resolutions for issues escalated to the Service Desk from corporate and field office technical staff.
● ActiveSync enabling of iPhones and iPads as well as user access to these services. SHL,Roswell, GA-Technical Support Representative
AUGUST2011- SEPTEMBER2012
● Answered support requests via phone and email
● Solved web browser ( Internet Explorer, Chrome & Firefox) issues for candidates and administrators
● Assisted clients with username and password resets
● Using VNC (remote control software) to resolve more complex issues for users including browser configurations and hardware issues ASBURY AUTOMOTIVE GROUP, Duluth GA-IT Support Analyst JULY2007- JULY2011
● Provided desktop support for truck and car dealerships
● Supported Cisco VOIP phones and voicemail
● Performed active directory account creation and password resets
● Answered questions and provided solutions for Office 2007 & 2010 issues KILPATRICK STOCKTON LLP, Atlanta GA-Senior DesktopSupport Analyst FEBRUARY2001- JUNE2007
● Performed blackberry BES( Blackberry Enterprise Server) server support for attorneys using Blackberry devices and Pearl devices
● Provided Office 2003 and Windows XP support for legal staff firm wide
● Used Track-It software to enter resolutions to helpdesk tickets
● Setup and hosted video conference calls using Tandberg, Polycom and Life Size equipment
EDUCATION
Associate of Applied Science-LaGuardia College,Long Island NY Major: Computer Operations
Minor: Accounting
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