Michael Winchester

Amelia VA *****

C 706-***-****

adcsdi@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Motivated technical professional with over 3 years of experience working in help desk and desktop support environments. Well versed in identifying problems and repairing computer components and peripherals. Military veteran with 20 years of experience managing and leading teams. Experienced in managing and leading large computer deployment and upgrade projects. Technical skills and abilities include the following:

CERTIFICATIONS: Dell laptop and desktop certified; HP Laptop /Desktop certified; HP Printer certified

OPERATING SYSTEMS: Windows editions: XP, 7, 8, 10 and apple products

SOFTWARE: Microsoft Office Suite, Outlook, SDM, Cerner, IDX, and Tap and Go system

TECHNICAL KNOWLEDGE: Active Directory, SCCM, network protocols, computer imaging, hardware and software installations, upgrades and maintenance, troubleshooting, virus scanning, network connectivity

PROFESSIONAL EXPERIENCE

CarMax Corporate Office – Glen Allen 09/2019 – 04/2020

End User Remote Support

Provide second and third level support for store personnel and their equipment via phone, email, chat and remote access.

Perform remote analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions including off-site repair for remote users as needed.

Ability to work independently to prioritize and resolve assigned tickets.

Provide remote support for all CarMax stores across the country

Dominion Power – Mineral, VA 04/2018 – 09/2019

Associate LAN Administrator

Provided technical support to end-users leveraging broad based expertise to handle problem identification, diagnosis resolution, and escalation via helpdesk system, telephone and remote support tools

Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals, including mobile devices. (Apple iPad and phones)

Assisted in Migrating systems in the environment from windows 7 to windows 10 OS ensuring all data and applications were available on the updates OS.

Make timely well-considered decisions, create innovative solutions and continuously learn

Networking Technologies & Support - Richmond, VA 01/2016-04/2018

Desktop Support/ Project Management

Responsible for providing on-site hardware and software support for desktops and laptops at VCU Health System

Provides computer support via remote login, phone and personal contact

Responsible for tracking incidents, changing order tickets and responding to client’s time sensitive software and hardware issues

Performs as project lead on computer refresh projects and new site builds; project responsibilities include: imaging, deployment, installation, configuration and inventory tracking

Communicates directly with VCU management to identify project needs and progress

Capital One - Glen Allen, VA 09/2015-12/2015 Incident management

Managed the incident process from initial occurrence to successful completion in a High Severity Incident Bridge environment

Routed incidents to correct departments to ensure timely attention and resolution

Created and maintained incident reports and documentation

Followed up on all incident resolutions to ensure complete satisfaction

Technology Integration Group - Henrico, VA 06/2014 – 06/2015

Logistics/Hardware Technician

Coordinated shipping and receiving for distribution of computer components

Used software programs to diagnose hardware malfunctions

Replaced faulty computer hardware components

Assisted in the prioritization and deployment of computer services to ensure optimal customer satisfaction for Henrico County Public School Systems

Unisys - Glen Allen, VA 01/2014 – 06/2014

Computer Technician – Contracted at Capital One

Worked on Windows upgrade project and upgraded desktop and laptop computers from Windows XP to Windows 7

Captured and saved client’s PC setting and information

Installed new software and operating systems

Verified client’s files and programs

MILITARY EXPERIENCE

United States Army 1993 -2013

Platoon Sergeant - Fort Wainwright, AK 2011 - 2013

Supervised construction projects and managed contracts valued up to $8M for battalion's base construction and daily operations

Served as subject matter expert in tactical and technical operations

Managed personnel and supplies within the company

Maintained 100% accountability of all assigned equipment valued over $900K

Drill Sergeant - Fort Benning, GA 2009 – 2011

Developed and lead training programs in preparing enlisted soldiers for tactical operations

Trained new personnel with the knowledge and skills to be successful as Infantryman and Soldiers

Lead and performed as a team member during situational training exercises and battle drills

Served as custodian of classified documents

Operated and maintained communications equipment

Aided senior leadership in the planning, resourcing and execution of all training requirements

Assistant Operations NCO - Fort Riley, KS 2005 – 2008

Forecasted, managed and requested all Battalion ammunition

Signed, accounted for and returned ammunition

Maintained accountability for maintenance of over $2M in operational equipment

Carried out patrol tracking as well as writing and tracking daily operational orders

Managed day to day battle movement while deployed in support of Operation Iraqi Freedom

EDUCATION

ECPI University – Richmond VA

Bachelor of Science in Computer and Information Sciences, Cyber and Network Security

ITT Technical Institute - Richmond VA

Associates of Applied Science in Information Technology

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