Michael MacDonald

Wakefield MA ***** • 603-***-**** • adwc5d@r.postjobfree.com

EXPERTISE and SUMMARY OF QUALIFICATIONS:

• Technical issue resolution

• Knowledge of Active Directory and Exchange

• Industry knowledge of network and VLANS

• Experience supporting various mobile devices

• Proficiency in Microsoft Operating Systems and Office Applications

• Knowledge and understanding of Cisco Call Manager and Cisco devices

• Knowledge of computer hardware and peripherals

• Apple Mac and Dell support experience

• Knowledge of AWS, Linux, Citrix, Oracle and HP/UX

• Ability to configure, diagnose, repair and upgrade software/hardware according to company standards

• Knowledge of vendor management and the ability to bring new hardware/software in based on company needs

• Knowledgeable in configuration and the use of organization monitoring tools EXPERIENCE

6/2019 - Present Independent Consultant Wakefield, MA

• Consult with customers on system issues, planning and problem resolution on Windows servers and Unix servers

1/2012 – 6/2019 ELITE TECHNICAL SOLUTIONS Portsmouth, NH Principal, Account Manager

• Lead company to become one of the largest Unix support vendors in New England

• Successfully managed customers with complex demands

• Managed customer relationships to drive continuous improvements for managing incident resolutions 1/2005 – 6/2012 ELITE TECHNICAL SOLUTIONS Portsmouth, NH Lead Engineer

• Classified, identified known errors/problems and provided initial support

• Provided support for enterprise equipment

• Lead and supervised service support team for all support tier levels

• Skilled knowledge of hardware, software, networking, application, phone and other technologies

• Monitored the status and progress towards resolution of incidents

• Performed incident investigation diagnosis and resolution

• Conducted diagnostics of incidents and provided work-around solutions or escalation support

• Provided remote “hands on support” for enterprise Networking resolutions 1/2000 – 1/2005 ELITE TECHNICAL SOLUTIONS Portsmouth, NH Help desk manager, Systems Engineer

• Classified, identified known errors/problems and provided initial support

• Provided support for enterprise equipment

• Lead and supervised service support team for all support tier levels

• Managed 12 helpdesk employees in support of US based customers

• Managed customer relationships to drive continuous improvements for managing incident resolutions

• Monitored the status and progress towards resolution of incidents

• Performed incident investigation diagnosis and resolution OBJECTIVE:

A highly experienced and dedicated technical support specialist who can easily provide technical support in a 500+ user environment at all support levels. A skilled problem-solver who has an ability to help users by troubleshooting hardware, software, network, application, phone and other technical problems. Also an ability to manage incidents

(service disruptions) and service requests (routine service related tasks) while handling user communications for things like outages and planned changes to services. Michael MacDonald

Wakefield MA 01880 • 603-***-**** • adwc5d@r.postjobfree.com 8/1/1988 – 12/31/1999 HEWLETT PACKARD Burlington, MA Customer Engineer, Software Engineer, Boeing Regional Account Manager

• Managed a team of 35 support engineers for all support tier levels (21 on-site and 14 remote)

• Led weekly meetings with senior management to provide process improvement strategies

• Reviewed weekly service call reports with direct reports and senior management

• Worked closely with direct reports to resolve product quality issues

• Worked with customers to review patching processes to prepare for planned outages

• Assisted with implementing failover system plans CERTIFICATIONS:

• Comptia A+, Network +, Security +

• HP MC/SG cluster certified

• Hpux 9.0-11.i v3 legacy certified

• HP Enterprise disk array certified – HP MSA through HP XP12000 line

• Windows 95-11 certified

• Mcse, VMWare version 5.5, Rehat, Filemaker 13, Connectwise

• Proficient on repair of all HP Enterprise hardware 2017 and earlier i.e., HP blades, Enterprise servers, Workstations etc.

• Continue to understand newly developed technologies adhered to by the company

• Trained Boeing employees in Total Quality Management and Six Sigma methodologies SKILLS:

• Excellent Management skills

• Excellent communication skills, good questioning/listening ability

• A strong dedication to quality customer service, and a working knowledge of service delivery procedures

• Highly customer focused with the ability to develop solid relationships at all levels within an organization

• Ability to work quickly under pressure

• Troubleshooting technical problems

• Positive advocate for ‘moving faster’ in the workplace

• Flexible in meeting unexpected work fluctuations and schedules

• Supportive of new or evolving technologies, procedures or routines

• Ability to adapt, understand and respond effectively to a constantly changing environment

• Demonstrated ability to learn new concepts quickly due to the complexity of the computing environment

• Strong knowledge of Windows XP, Windows 7, Windows 8

• Team player, Self-Starter, detail oriented and strong organizational skills

• Well-developed verbal and written communication skills, with the ability to translate technical details in busi ness language

• Above average analytical and problem solving ability with high attention to detail and accuracy

• Willing to work variable shifts & overtime

EDUCATION

University of Washington, (Seattle, WA) September 1989 – May 1992 Course work towards a Bachelor’s Degree in Computer Science Hesser College (Manchester, NH) September 1983 – May 1985 Associate Degree in Computer Science

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