Technical Writer / Help Desk Analyst

MICHAEL ANGELO BETHEA

770-***-**** Atlanta, Georgia *******.**********@*****.***

I

’ve gained a wide range of skills and abilities in my Information Technology career. Some positions were geared towards proprietary or specialized software applications, while others were industry standard, such as Microsoft Office. At each of my Help Desk positions, I’ve demonstrated proficiency in the following:

Solid experience supporting MS Office products (MOUS Certified in Outlook, PowerPoint and Word) and Office365.

Proven track record with Help Desks and Call Centers providing support to in-house employees and customers.

Using Active Directory for Administering user accounts, e-mail accounts, shared network folders, resource permissions account unlocks and password resets.

Skilled trainer and technical writer. Proficient with knowledge bases and ticketing systems (i.e. SalesForce, HPSM).

Accustomed to providing support via deskside, e-mail, trouble tickets, telephone, chat, Skype, VPN, remote access, and TeamViewer.

PROFESSIONAL EXPERIENCE

NTT Data Services, Brookhaven, GA Jul 2018 – Present

User Support Specialist

Provide enterprise technical support for the Centers for Disease Control and Prevention (CDC).

Triage of government, personal, and mobile devices and providing a work-around if full restoration of service is not possible.

Assist employees and contractors of the CDC with problems connecting to network resources.

Configure or instruct to users how to configure PC, Dell, iPhone, and Samsung devices. Thereby enabling access to network resources.

Using HP Service Manager to document incoming customer issues and dispatching (worldwide) when local support is required.

Employ remote access software to control and configure the customer’s workstation or resolve the issue.

Talking customers through connecting wide ranges of networks (work, home, hotel, mobile device, wired and wi-fi) foreign and domestic.

Instructing customer on which network resources to use to request access, permissions, and equipment on the CDC data network.

Provided enterprise technical support for the Centers for Disease Control and Prevention (CDC).

Researched and then instructed customer on customizing Microsoft Office applications, such as multiple inboxes in Outlook.

Retrieve, process, track, and/or escalate trouble tickets from a queue of unassigned ticket.

Coordinate with Team Leads and Management when a customer’s title or issue criticality warrants the escalation.

Wolters Kluwer, Kennesaw, GA Nov 2017 – May 2018

Help Desk Product Support Representative

Assist customers of Wolters Kluwer in using the both the ATX and TaxWise tax preparation software.

Resolving 30-50 incoming customer issues daily and using TeamViewer approximately 20 times daily.

Remotely installing, updating and troubleshooting both the ATX and TaxWise tax preparation software.

Documenting customer interactions and troubleshooting steps.

Creating and tracking trouble tickets via SalesForce.

ABB Enterprise Software, Atlanta, GA Apr 2013 – July 2017

Help Desk Customer Support Specialist

Routed trouble tickets from separate ticketing systems to administrators and resources worldwide. Primarily RemedyForce and HPSM.

Conducted company’s 45 minute “onboarding” orientation for new employees. Created from scratch, this PowerPoint presentation/orientation covers things such as standard software applications, password resets and VPN connections.

HCTEC, Nashville, TN Mar 2012 – Aug 2012

Deployment Analyst (Horizon Physician Portal and Horizon Patient Folders)

The same as the Vertek Solutions below. Both positions supported Community Health Systems, Franklin, TN.

Amtico International, Dunwoody, GA Jul 2011 – Jan 2012

IT Administrator (Contractor)

Project consisted of imaging several shipments of IBM Lenovo ThinkPads and workstations for employee use.

Maintained McAfee (cloud-based) antivirus updates for 251 workstations.

770-***-**** MICHAEL ANGELO BETHEA *******.**********@*****.***

Architrak.Com, Palm Beach, FL Nov 2010 – Jun 2011

IT Consultant (Remote and On-site)

Workstation installations, hardware upgrades, networking, wireless, LAN/WAN support.

Troubleshooting of operating systems, connectivity, and remote access.

Attended CompTIA A+ / Net+ Certification training and GA Work Ready Certified.

Vertek Solutions, Nashville, TN Mar 2010 – Oct 2010

Deployment Analyst (Horizon Physician Portal and Horizon Patient Folders)

Assisted Project Manager in the deployment of Horizon Physician Portal at two separate facilities.

Scheduled and participated in end-user training, testing, troubleshooting, and post go-live support.

Coordinated with corporate security for the creation of bulk user accounts. Rolled out process to other Analysts.

WellStar Health System, Marietta, GA Mar 2007 – Feb 2010

Application Analyst (Horizon Physician Portal and Horizon Patient Folders)

Responded to physicians for extremely difficult Physician Portal remote connection problems.

Provided one-on-one training for physicians and staff of a 700+ bed facility (Kennestone Hospital).

Jupiter Medical Center, Jupiter, FL Apr 2004 – Jan 2007

Help Desk Analyst / Application Trainer

Visited over 60 physician offices to install web portal and provide physician and staff training.

Coordinated with Medical Records and other departments to ensure Super Users were sufficiently trained.

Beanstalk Networks, West Palm Beach, FL Jan 2003 – Jan 2004

Technical Writer

Created a 75 page, illustrated user manual for the corporate web site.

Coordinated with Corporate Counsel to re-write all contracts and legal documents.

Paxson Communications Corporation (Ion TV Network), West Palm Beach, FL Dec 1999 – Nov 2002

MIS Help Desk Analyst / Corporate Trainer

Installed replacement parts for Dell workstations and IBM ThinkPads.

Created illustrated training material for Microsoft Office applications.

PC Paradise-Caribbean Computer Trading, St. Croix, U.S.V.I. Aug 1995 – Oct 1999

PC Sales Manager/Government Sales Consultant

Ascertained customer needs and provided recommendations for hardware and software purchases.

Refined the quotation process from one day down to 15 minutes.

Hess Oil Virgin Islands Corporation, St. Croix, U.S.V.I. Jul 1991 – Mar 1995

Ship Terminal Dispatcher

Verified shore tank and ship cargo calculations of independent inspectors to ensure mathematical accuracy.

Prepared multi-million dollar bills of lading.

America Online Inc., Vienna, VA Jul 1989 – Apr 1991

Customer Support Specialist

Provided technical support for America Online and four other online networks.

Responded to customers on behalf of the management for extremely difficult connection problems.

MILITARY

U. S. Marine Corps, Quantico, VA Jul 1983 – Dec 1989

Administrative Clerk / Computer Operator

Maintained strict adherence to Official Military Personnel and File regulations.

EDUCATION AND CERTIFICATIONS

Graduate - Homer L. Ferguson High School (Newport News, VA)

Graduate - U. S. Marine Corps Basic Training, Admin School, Independent Duty Admin School (Camp Lejeune, NC)

Graduate - U. S. Marine Corps Information Systems Technology Course (New Orleans, LA)

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