Michele S. Boswell

**** ****** **. ********, **. 94706

415-***-****

adjpd1@r.postjobfree.com

Highly motivated professional with nearly 20 years of national and global IT experience in customer service and support, exchange administration, software and hardware, time management, migration management and project management. Appreciates challenges, quick paced environments, and steep learning curves. Looking for a long-term position with a motivated employer that values its employees and has room for advancement and growth.

TECHNICAL SKILLS

Operating Systems:

Windows NT, 2000, XP, 7, 10. Windows Server 2008, 2008 R2, 2012, 2016

Applications:

Microsoft Office 2010, 2013, 2016, O365, Skype for Business, Teams, Zoom, Internet Explorer 7 – 11, Edge, Google Chrome, Active Directory, Remote Desktop, LogMeIn, Bomgar, Dameware, VNC, Factset, Bloomberg, Wireless, LAN, VPN, SSL, Acano, Microsoft Exchange 2010 Administration, Microsoft Exchange Admin Center, Service Now, BMC Service Desk, Cirrato, RSA SecurID administration, Follow Me Printing, Microsoft Forefront Identity Manager, LIAM, SCCM, LANDesk, Blackberry Enterprise Server, SaaS.

Hardware:

Dell, Lenovo, IBM, Apple (iOS) devices, Blackberry, HP, Cisco phones, Video Conference and audio-conferencing support, MAC experience.

Processes:

ITIL, asset management, knowledge management, change management, project management, vendor management, KCS, hard drive encryption, technical writing.

CERTIFICATIONS

Microsoft Certified IT Professional: Enterprise Desktop Support Technician on Windows 7 – Nov 20, 2011

Microsoft Certified Technology Specialist: Windows 7, Configuration – Nov 18, 2011

Microsoft Certified Solutions Associate: Windows 7 – Apr 16, 2012

Microsoft Certified Professional – Apr 16, 2012

Microsoft Specialist: Windows 7, Configuring – Dec 1, 2015

Microsoft Specialist: Windows 7, Enterprise Desktop Support Technician – Dec 1, 2015

PROFESSIONAL EXPERIENCE

Allianz Global Investors December 2012 – September 2020

San Francisco, CA

Sr. Desktop Support Technician and Service Desk

With each position listed, I continued to support all employees, including executive, investment, and trading professionals and trading globally, with the addition of Service Desk responsibilities.

Successful participation in migration of the San Francisco office to Windows 10 and Office 365.

Successful project manager and implementor of remote software solutions for U.S. technicians.

Successful project manager coordinating with the Exchange team to allow all U.S. desktop technicians to be able to administrate Microsoft Exchange 2010.

Continued support and administration of hardware, software, and audio/video conferencing, with the addition of iOS devices (Apple), follow me printing for HP printers, Identity and access management tools (Microsoft FIM and LIAM), Skype for Business VC using Acano.

Participated in audits (internal and external) by the U.S. Securities and Exchange Commission (SEC) and abided by General Data Protection Regulation (GDPR) implementation, and internal compliance.

June 2008 – December 2012

Sr. Desktop Support Technician

Successfully migrated San Francisco and La Jolla office to Windows 7, Office 2010, and Microsoft Lync.

Key project participant in Service Now design and implementation, which allowed alignment of ITIL and Knowledge-Centered Service (KCS) for vital knowledge base development.

Support lead and liaison for the San Francisco office clients.

Provided input and support (locally and remotely) to the national, and global offices.

Continued support and administration of hardware, software, and audio/video conferencing, with the addition of Lenovo Hardware and more extensive Active Directory management, Microsoft Exchange 2010 management, and RSA SecurID administration.

Responsible for policy compliance: directory and database access, new hires and terminations.

Gathered and upheld knowledge of vendor maintenance, contracts, support and compliance.

June 2005 – June 2008

Desktop Technician

Provided desktop support for local offices, traveling executives, and investment personnel.

Provided extensive hardware, software, and audio/video conferencing administration and support:

oHardware (installations, upgrades, troubleshooting, testing and replace): Blackberry, Dell desktops, IBM laptops, HP printers and laptops

oSoftware (installations, upgrades, troubleshooting, researching): Bloomberg, Bridge, Stockval, HOLT, WONDA, Factset and various in-house applications

Assisted with Network and Telecom support (basic outage testing, phone, and headsets).

Coordinated with vendors to perform market data server upgrades, market data licensing and large-scale upgrades to current programs in production.

February 2001 – June 2005

Helpdesk Technician

Provided phone, email, and remote support, nationally to 500+ employees, at a 60 - 70% first call resolution rate.

Assisted with successful migrations from Windows NT to 2000, then from 2000 to XP, including Office Suite upgrades from 97 to XP to 2003.

Support tools included VNC, LANDesk, Dameware, BMC Service Desk, Active Directory (users, computers and groups).

Performed monitoring of servers, using Tivoli Server Console and provided status reports to IT.

Managed subscriptions for various market data and in-house applications.

Assisted in asset management, audit tracking, documentation, and reporting for various projects as support to the desktop team.

EDUCATION

San Francisco State University

Bachelor of Arts in History

EDUCATIONAL ACKNOWLEDGEMENTS

San Francisco State University, Department of History: Undergraduate Distinguished Scholar

San Francisco State University: Member of Phi Alpha Theta, KAPPA-PHI Chapter

PROFESSIONAL ACKNOWLEDGEMENTS

Participated in a company sponsored global competition for fitness. Received highest award for AllianzGI U.S. to represent the company in the Marathon des Alpes Maritimes Nice-Cannes 2017, with all employees from the parent company and its affiliates who also performed well.

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