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IT Support

Location:
Detroit, MI
Posted:
April 16, 2020

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Resume:

ANTHONY MCDONALD

*** ****** ****** **** ****. RM. 110

DETROIT, MI 48201

adct7u@r.postjobfree.com

313-***-****

SUMMARY:

IT professional with experience as a System Analyst, Help Desk/Desktop Support Specialist to corporate clients across diverse industries and organizations with at least 5 years management experience. Experienced Computer System Engineer with a demonstrated history of working in the computer software industry. Strong information technology professional skilled in, Management, Software Documentation, HTML.

TECHNICAL SUMMARY:

•Level 1 / 2 Helpdesk PC hardware, Operating Systems, Networking in Local Area Network, and Local/Network Printer (HP), HP and Dell Computers, Ghost Console, Thin Devices

•MS Windows NT, MS Windows 2000, MS Windows XP Home/Pro Windows 7, MAC OS

•SCCM, Active Directory updating of user profile and reset of password, Domain, Group Policies

•Strong knowledge with Microsoft Office 2003, 2007 & 2010, Lotus Notes, Remedy, Service Center Ticketing Systems

•Knowledge and capable of troubleshooting network issues

•Desktop and Laptop Hardware installation and repair

•Possesses solid computer skills which include system backups and re-imaging, computer repair, upgrades, data backups, printer setups and networking, other peripheral troubleshooting

•Browsers: Internet Explorer, Google Chrome, Mozilla Firefox

EDUCATION:

Computer Science

•Wayne State University FALL 2016 - PRESENT Detroit, MI

Bachelor of Computer Science (expected graduation date winter 2019)

•Wayne County Community College WINTER 2009 - WINTER 2015 Detroit, MI

Associate of Applied Science in Computer Science

Graduated Course work A+, MCSA/MCSE, Digitrain Computer School (2003 – 2004)

Graduated Certificate in Computer Automation, Wayne State Computer Training (1988 -1989)

Graduated Certificate in Computer Automation, Hallmark Computer Training Institute (1985 – 1986)

Mentor of High School Students, Detroit Minds Matter, Wayne State University Campus (2016 - 2017 )

WORK EXPERIENCE:

WAYNE STATE UNIVERSITY AUG 2018 – MAY 2019

Detroit, MI

University Libraries Computer Lab/Call Center

Help Desk / Desk Side Support

•Active Directory, Group Policies for Faculty, Staff, and Students

•Primary responsibility to provide Field staff of local technology hardware and software support

•Specialist objectives and responsibilities include -Receive work from service center tickets, walk-in or other internal help requests. -Successfully troubleshoot, resolve or escalate technical problems in a timely manner. Comply with standard operating procedures to deliver quality solutions/service.

•Communicate with internal/external contacts on matters requiring some explanation.

•Manage expectations of the customer and provides quality customer service at all times

•Document all work, including research and resolution in ticket tracking system

•Responsibilities vary and may require hardware/software support, video conference support, printer troubleshooting, configuration of Laptops, asset management, network support, telecom, procurement, Etc. Responsibility supporting PC, Tablets, Printers, VOIP Telephony, Remote Connectivity, Network Connectivity, Smart Phones (IOS) Windows XP Professional and Window 7 operating systems, software installation and configuration applications, and training of MS Office 2010 (Word, Excel) Lotus Notes, MS Office 2010

TEAL-ALS/Detroit Public School DEC 2017 – JUN 2018

Detroit, MI

Computer Application Teacher

Supported by Microsoft Philanthropies

Classroom teacher to team-teach computer science coding. Responsible for students learning introductory coding using Microsoft SNAP coding program.

WAYNE STATE UNIVERSITY MAY 2018 – JUN 2018

Detroit, MI

Computer Coding Teacher

•Teaching students to design and prepare program code for website using Code D and HTML5 and JavaScript other various Web Design tools.

•Teaching students administer appropriate data transfer and coding to enhance websites.

WAYNE STATE UNIVERSITY JAN 2017 – MAY 2017

Detroit, MI

Web Design Teaching Assistant

•Teaching student s to design and prepare program code for website using Adobe Suit and HTML and other various Web Design tools.

•Teaching students administer appropriate data transfer and coding to enhance websites.

WAYNE STATE UNIVERSITY AUG 2016 – DEC 2016

Detroit, MI

Website Developer Assistant

•Develop graphics and text formats for University’s Chemistry Department Website.

•Design and prepare program code for website and ensure compliance to university standards for same.

•Administer appropriate data transfer and coding to enhance websites.

•Maintain and modify websites with help of various tools such as HTML5 and CSS.

MKS2 LLC / VETRANS ADMISNTRATION (VA) JUN 2015 – MAY 2016

Detroit, MI

Computer System Engineer / System Analyst I

•To upgrade the Federal Government’s technology infrastructure and protect government networks and information, implementing tools and policies in order to detect and mitigate evolving threats.

•Implemented capabilities to better manage cyber vulnerabilities when they arise, and agencies instituting new methods of conducting business like requiring employees to log-on to networks using privileged credentials, instead of other less secure means of identification and authentication.

•Remediation of unsecure programs, application and software that provide security vulnerabilities. Remediating and Updating Regional and Nationwide systems remotely using SCCM, PS Tools, Dbat and VA Toolkit and PowerShell Scripting tools.

ATS ALTERNATIVE HIGH SCHOOL SEPT 2014 – FEB 2015

Highland Park/Dearborn, MI

Computer Application Teacher

•Responsible for writing computer curriculum for students (aged 16 -19) learning the A+ program, Computer Repair (Dell Computers), as well as introductory, intermediate and advanced course works in Windows 7, Microsoft Office Suite.

EXPERIS / PWC NOV 2013 – JAN 2014

Detroit, MI

Help Desk / Service Desk/ Desk Side Support

•Active Directory, Group Policies, TCP/IP protocols, VPN

•Primary responsibility to provide Field Services onsite support of Firm products and services to PWC partners and staff of local technology hardware and software support

•Specialist objectives and responsibilities include -Receive work from service center tickets, walk-in or other internal help requests. -Successfully troubleshoot, resolve or escalate technical problems in a timely manner. Comply with standard operating procedures to deliver quality solutions/service.

•Communicate with internal/external contacts on matters requiring some explanation.

•Manage expectations of the customer and provides quality customer service at all times

•Document all work, including research and resolution in ticket tracking system

•Responsibilities vary and may require hardware/software support, video conference support, printer troubleshooting, configuration of Laptops, asset management, network support, telecom, procurement, Etc. Responsibility supporting PC, Tablets, Printers, VOIP Telephony, Remote Connectivity, Network Connectivity, Smart Phones (IOS) Windows XP Professional and Window 7 operating systems, software installation and configuration applications, and training of MS Office 2010 (Word, Excel) Lotus Notes, MS Office 2010

•Averaging 35 – 50 users per day

STEFANINI / TECH TEAM JUL 2013 – JUL 2013 Southfield, MI

Global IT Helpdesk / Desk Side Support

•Active Directory, Group Policies, TCP/IP protocols, VPN, LAN/WAN

•Heavy Helpdesk Support/Trouble tickets (creating and running)

•Remotely Install & support Window XP and Windows 7 Operating Systems.

•Perform refresh activities that include data migration

•Asset Management, install and configure IT infrastructure (Hardware and Software)

•Averaging 50 – 60 users per day

OPTECH /COMERICA BANK MAR 2013 – APR 2013

Auburn Hills, MI

IT Helpdesk / Desk Side Support

•Active Directory, Group Policies, TCP/IP protocols, VPN, LAN/WAN

•Heavy Helpdesk Support/Trouble tickets (creating and running)

POMEROY / BCBS OF MICHIGAN MAY 2012 – AUG 2012 Detroit, MI

Helpdesk/Desk Side Support

•Performed Help Desk / PC Level I and Level II support for users and clients

•Heavy Desk side (hands on) Helpdesk Support/Trouble tickets (running and creating)

•Support Microsoft Windows XP and Windows 7 Operating Systems. Run scripts to more than one system at a time (for multi installations) for Windows 7 and Office 2007 installs/upgrades and data migrations. Troubleshoot and resolve upgrade failures. Verify application installation. Re-run or install Imaging (GHOST) any assigned applications that have failed during installation Initialize disk encryption, verify disk encryption has completed.

•Active Directory, LAN/WAN Break/Fix PC/Laptops and Asset Management.

•Training of MS Office 2010 (Word, Excel) Custom Reports to analyze and problem solve issues using systems and data dimensions (City and Browser, for example) and metrics (Visits, Page views…)

ABBTECH / IRS APR 2012 – MAY 2012 Detroit, MI

Helpdesk/Desk Side Support

•Performed Help Desk / PC Level I and Level II support for users and clients

•Break/Fix PC/Laptops (Dell Computers )Heavy Call Center Support

•Heavy Desk side (hands on) Helpdesk Support/Trouble tickets (running and creating) Remote Access.

•Supported government employees with emails, printer, site log-ins and passwords, and internet connectivity.

•Active Directory, Group Policies, TCP/IP protocols, LAN/WAN, Imaging (GHOST)

•Responsible for setting up and configuring IT infrastructure (Hardware and Software).

•Provided IT support of PC Hardware, peripherals, and Software responsible for new computer installation and Asset Management.

•Averaging 50 – 75 users per day

INSIGHT GLOBAL / BASF JAN 2012 – MAR 2012 Detroit, MI

IT Tech / Desk Side Support

•Install, Upgrade and Support Microsoft Windows XP and Windows 7 Operating Systems

•Responsible for setting up and configuring IT computer for refresh and performing data migration (backup and restore to new installed computers). Active Directory password resets. Virus / Malware removal System configuration, optimization and performance enhancement. Peripheral installation & integration application. Anti-virus / anti-spy ware software installation management and Data backup software installation and management

•Provided technical assistance to BASF staff, as well as MS Office Suite (Word, Excel) 2003 – 2007.

•Hardware and Software configurations (pc hardware, peripherals).

•Ability to troubleshoot/resolve client password problems for MS Outlook and Lotus Notes.

DIGITRAIN COMPUTER SCHOOL NOV 2003 – FEB 2004

Southfield, MI

COMPUTER APPLICATION TEACHER

Responsible for students learning introductory, intermediate and advanced course work in Windows 2002, Word 2002, Excel 2002, Access 2002, PowerPoint 2002.

S.H.A.P.E. CURRICULUM SERVICES INC. SEP 2002 – JUN 2003

Detroit, MI

Computer Application Teacher

Responsible for students learning introductory, intermediate and advanced course work in Windows 2000, Word 2000, Excel 2000, Access 2000, PowerPoint 2000, FrontPage 2000. Web design using FrontPage and HTML, for grades K 12.

LAWTON VOCATIONAL SCHOOL NOV 2001 – FEB 2002

Southfield, MI

Computer Application Teacher

Responsible for students learning introductory, intermediate and advanced course work in Windows 2000, Word 2000, Excel 2000, Access 2000, PowerPoint 2000, FrontPage 2000.

DABO/DETROIT PUBLIC SCHOOLS AUG 2001 – JUN 2002

Detroit, MI

Last Chance Academy

Computer Application Teacher

Responsible for students learning introductory, intermediate and advanced course work in Windows 2000, Word 2000, Excel 2000, Access 2000, PowerPoint 2000, FrontPage 2000 design along with Accounting, Math, and Art for grades 7 - 12.

MACK EDUCATIONAL SERVICE SEP 2000 – JUN 2002

Gross Point, MI

Computer Application Teacher

Responsible for students introductory, intermediate and advanced course work in Windows 2000, Word 2000, Excel 2000, Access 2000, PowerPoint 2000, FrontPage 2000 design along with Accounting, Math, and Art for grades 7 - 12.



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