Marathon Petroleum Service Delivery
Resume:
Michael D. Miller
*** ********** **** 865-***-**** (Home)
Sharps Chapel, TN 37866 865-***-**** (Cell)
*******.*.********@*****.***
SUMMARY
IT Support Professional with a diverse scope of experience in providing direct and indirect support at both the individual user and Enterprise level.
PROFESSIONAL EXPERIENCE
SAIC (Marathon Petroleum Contract), Oak Ridge, TN 2015
Help Desk Technician (Contractor)
Provided initial telephone technical support for employees of Marathon Petroleum and Affiliates with regards to Personal Computer software, hardware and Network Applications. Escalated trouble cases to appropriate groups for the final resolution of users’ problems.
Scripps Networks Interactive, Knoxville, TN
2005 to 2013
Application Administrator/Application Support Tech/Change Agent, 2008 - 2013
Provided advanced troubleshooting and problem resolution of network applications utilized by Scripps Networks employees in Windows XP/7 Professional environment.
Worked with product owners, development teams and vendors to ensure that the needs of Scripps Networks and its users were met.
Troubleshot, found workarounds for user problems.
Provided development teams and vendors with detailed information on steps taken to isolate and rectify problems.
Worked with vendors and development teams to test prospective resolutions to problems in a non-production environment.
Performed “smoke testing” of patches in the production environment in coordination with vendors and development teams prior to release to the customer/stakeholder.
Prepared, Coordinated and Tracked internal Change Management cases and Production Turnover documentation for the Senior IT Service Delivery/Change Manager.
Organized and approved Production Turnover Final Reviews in place of Senior IT Service Delivery/Change Manager
Achieved and maintained a Satisfactory or better Audit rating for Change Management Documentation
Help Desk Technician II/Change Agent, 2006 - 2008
Provided initial telephone technical support for employees of Scripps Networks with regards to Personal Computer software, hardware and Network Applications. Escalated trouble cases to appropriate groups for the final resolution of users’ problems using PeopleSoft CRM.
Updated and maintained Knowledge Base articles for use by Help Desk Personnel
Prepared, Coordinated and Tracked internal Change Management cases and Production Turnover documentation for the Senior IT Service Delivery/Change Manager.
Organized and approved Production Turnover Final Reviews in place of Senior IT Service Delivery/Change Manager
Achieved and maintained a Satisfactory or better Audit rating for Change Management Documentation
Provided telephone/remote technical support to users relating to problems with common software such as Microsoft Office, QuickTime, etc.
Provided telephone/remote technical support to users regarding problems with Windows XP Professional and Windows 7 Professional
Provided telephone/remote technical support to users for problems with connection to Enterprise Network via Ethernet, Wireless connection and VPN. Also provided support to users connecting to network resources, i.e., network printers, file shares, etc.
Performed Network Account unlock and password changes as needed.
Contractor – Help Desk Assistant, 2005 - 2006
Provided initial telephone technical support for employees of Scripps Networks with regards to Personal Computer software, hardware and Network Applications.
Routed trouble cases to appropriate groups for final resolution of users’ problems using PeopleSoft CRM.
Provided telephone/remote technical support to users relating to problems with common software such as Microsoft Office, QuickTime, etc.
Provided telephone/remote technical support to users regarding problems with Windows XP Professional and Windows 7 Professional.
Provided telephone/remote technical support to users for problems with connection to Enterprise Network via Ethernet, Wireless connection and VPN. Also provided support to users connecting to network resources, i.e., network printers, file shares, etc.
Performed Network Account unlock and password changes as needed.
Esper Systems, Knoxville, TN 1996 to 2004
Senior Help Desk Technician
Provided telephone technical support for the users of a local independent Internet Service Provider. Provided supervisory oversight of other Help Desk Technicians. Advised VP of Operations of current or potential system-wide problems.
Created and maintained training manual for new technicians.
Assisted in the training of new technicians.
Performed Account unlocks and password resets as needed.
EDUCATION
Western Governors University 2010 to 2015
BS Information Technology
CERTIFICATIONS
CompTIA Project+
CompTIA A+
CompTIA Network+
CompTIA Security+
CIW Web Design Specialist
Contact this candidate