Remote Customer Virtual

Michael J. McCormick

Vernon, NJ ***** 973-***-****

******@*****.*** www.linkedin.com/in/michael-j-mccormick/

Certified Desktop Support Technician

Exceed Expectations Increase Satisfaction Deliver Exceptional Service

Knowledgeable technical expert with extensive expertise in resolving various customer hardware and software issues and assisting in warranty replacements to enhance customer experience. Diverse and loyal specialist to provide clients exceptional on-site and remote support for various industries to meet customer needs and reduce downtime. Collaborative, can work within teams or independently to quickly troubleshoot, identify, and implement solutions for desktops, laptops, printers, handhelds, and mobile devices. Passionate about learning and applying new technology and tools to increase quality.

Customer Service Support & Delivery Root Cause Analysis Issue Resolution

Remote & Virtual Customer Support Ticket Management Mobile Applications

Virus Detection, Removal & Prevention Time Management Warranty & Replacements

Vendor & Customer Relationship Management

Technical Skills

Platforms:

Windows 10, 7, XP, DOS, NetWare, MAC OS X, Android

Applications:

Excel, Word, Outlook, PowerPoint, Blue Zone, Acrobat, Lotus Notes, Firefox, Internet Explorer, Chrome, VPN clients, Photoshop, Essbase, Java, Salesforce, Voltage, Sophos Safeguard, BitLocker, SCCM, Webex, Skype, VMWare, Active Directory

Databases:

Oracle, Access

Tools:

RDP, Tivoli, VNC, Malicious Software Removal Tool, various ticketing systems

Hardware:

Desktops, Laptops, Servers, Macintosh, Printers, Scanners, Cisco Routers and Switches, Cameras, Wireless Home Networks, Blackberry, Aircards, and Mobile Devices

Experience

TEKsystems, Branchville, NJ

Deskside Support Technician October 2019 to February 2020

Delivered on-site and remote customer assistance at Selective Insurance.

Staged and supported Windows 10 upgrades to customers. Provided on-site and remote customer assistance. Troubleshoot issues during upgrades.

eJAmerica, Oakland, NJ

Deskside Support Technician August 2019 to October 2019

Delivered on-site and remote customer assistance for Altice customers.

Performed Windows 10 upgrades.

Troubleshooting hardware and software issues.

IBM, Cranford, NJ

Deskside Support Technician 2001 - 2019

Delivered on-site and remote customer assistance for various clients, such as Avis, AT&T, Lucent, Aventis, Cendant. Performed desktop support, installations, hardware, and software troubleshooting, and updates.

Enriched company image and developed customer retention by assisting customers with warranty issues, troubleshooting, and calling into vendors on replacements for customers, ensuring problem handled correctly and customer receiving warranty replacements without being on-hold with vendors for hours.

Michael J. McCormick ******@*****.*** Page Two

Increased customer satisfaction, exceeded 5.5 tickets a day average, and rated highest of all 5s in customer surveys by maintaining SLA time frame to complete tickets.

Reduced customer downtime by streamlining quarterly lease roll projects.

Ensured corporate network safety during remediation of wannacry infection by running MSRT and installing patches.

Improved performance for IQ Bar a new walk-up service by training new technicians.

Received Bluepoint and Thanks awards from colleagues and managers for resolving issues in timely manner and providing exceptional customer service.

Decreased customer downtime by taking corrective action for training room computers, enabling next day training.

Minimized customer downtime by creating a workaround for Agent Application not loading in Mytime webpage that was freezing call center computers while Tier 3 being investigated.

Enhanced end-user and customer experience and exceeded expectations by delivering exceptional service, while maintaining normal ticket load, and completing Skype install project for 30 end-users in 2 days, allowing the customer to have a remote training session.

Additional Relevant Experience

TECHNISERV DATA SYSTEMS, INC., Teaneck, NJ, Field Engineer

Traveled to customer locations for hardware and software support, as well as onsite deskside support for Kraft Foods.

DECISION ONE, Clifton, NJ, Field Engineer

Provided support and traveled to customer locations to resolve hardware and software issues, as well as onsite deskside support for St. Joseph’s hospital.

Education

Computer Electronics, Basic Electronics, PC Repair, and Novell CNE training, Dover Business College, Paramus, NJ

Computer Operations, JCL, OS, and TSO, Computer Processing Institute, Paramus, NJ

Certifications

Microsoft Certified Professional

Microsoft Certified Systems Engineer NT 4.0

Microsoft Certified Systems Engineer 2000

Microsoft Certified Systems Administrator 2000

Cisco Certified Network Associate

Master CNE NetWare and Windows NT Integration

Master CNE Novell

Certified NetWare Engineer NetWare 6

Certified NetWare Engineer NetWare 5

Certified NetWare Engineer IntraNetWare

Certified NetWare Engineer

Certified Novell Administrator NetWare 6

Certified Novell Administrator NetWare 5

Certified Novell Administrator IntraNetWare

Certified NetWare v3.1 Administrator

CompTIA A+

Dell Certified Systems Expert

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