IT Support Analyst & Help Desk Technician
Resume:
Mitchell Dervin
Dear Hiring Manager,
I am writing to you today in application for the open IT Support Analyst role at VanAndel Institute. My nearly 15 years of experience across a vastly different range of hardware, software, applications, and users make me an excellent fit for this role.
As outlined in my resume, my range of experience gives me a great amount of knowledge that I can apply to any issue I am faced with. From supporting the Mayor when assigned to City of Grand Rapids City Hall, to the CoGR mobile water utility field crews, to Judges and lawyers at the Kent County Courthouse. I have always exceled in my ability to not only complete the task at hand, but also make all that are involved in the process happy to have worked with me. If chosen for this position, I will build the relationships to ensure I learn how to handle each user, and give the type of support that they need.
I appreciate the consideration for this position, and encourage you to reach out with any further questions or concerns.
Sincerely,
Mitchell Dervin
Mitchell T. Dervin
616-***-**** – ********@*****.***
Desktop Administrator
PROFESSIONAL SUMMARY
Nearly 15 years of experience proving leadership and customer service skills.
Very detail oriented with excellent organizational skills and ability to manage multiple projects.
Thorough and analytical approach with continual emphasis on improving work flow.
Excellent communication skills and proficiency in interacting with both technical and non-technical individuals.
Self-motivated, strong problem solver.
Team player who works well with cross-functional groups.
Imaging and reloading PC’s and devices.
Handled user support for PC’s, laptops, tablets, any kind of hardware move or replacement, along with smart phones.
Setting up systems on network, connecting to and installing network resources.
Hardware and software installation.
General software and hardware troubleshooting.
Ample experience running, terminating, and connecting network cabling.
Experience maintaining desk and cell phones and phone systems.
Experience maintaining and troubleshooting all office technology.
Operating System upgrades.
AREAS OF SKILLS AND EXPERTISE
Professional Skills
Technical Skills
Soft Skills
Troubleshooting Skills
PROFESSIONAL EXPERIENCE
End User Support
Kent County - Facility support at the Kent County Courthouse
First in the End User Support role for Kent County Courthouse.
Bridged a large gap between courthouse, courthouse staff, and IT Department.
Built strong relationships with judges, judicial clerks, courthouse clerks, County Sheriff Staff responsible for courthouse holding cell security and management alike to better understand their wants and expectations of support.
Maintained approachable demeanor, fostering communication and trust with all users by treating all inquiries with respect and providing prompt response and resolution.
Supported extremely wide range of technology, applications, and users.
On-site support for all facets of IT and any upgrades or changes at the courthouse.
Supported the very complex video conferencing and recording systems for 31 courtrooms.
Supported 24 Judges, their clerks, and judicial suite technology.
Part of the five person team for the nationally covered Officer Schurr/Patrick Lyoya trial. This involved planning, testing, and developing solutions for nearly a month before the trial. On site at 6am during the trial to discuss with the team any issues from the previous day, any necessary changes, and to make sure system was up and working as needed. Also courtroom technology support while court was in session.
On-site support for major upgrades like operation paperless, onbase/courtview integration, and upgrade to windows 11.
Desktop Administrator April 2016 to June 2023
Dewpoint, Lansing, MI - Facility Support for Water Department
First in this new position to bring the Water Department in to the city “IT circle”
Install, configure, upgrade, maintain and support desktop systems based on customer service requests.
Develop preventive maintenance procedures to avoid system failures.
Set user access rights and permissions and create Virtual Private Network (VPN) accounts for users.
Maintain servers, computers printers, and other software and hardware peripherals.
Take regular back-ups of server files and maintain disaster recovery operations.
Perform data center and network related tasks as assigned by Supervisor.
Troubleshoot technical issues and escalate complex problems to appropriate support teams for resolutions.
Perform repairs and replacements of software and hardware peripherals.
Provide job trainings to new hires as needed.
Provide assistance to other Administrators when requested.
Perform failure analysis and determine corrective action plans.
Plan and execute allotted work within deadlines and maintain records of daily tasks.
Oversee inventory management of software and hardware components.
Maintain accurate documentations for system installations, configurations, upgrades and disaster recovery activities.
Install antivirus software and oversee software license renewals.
Desktop Administrator April 2015 to March 2016
Corporate Technologies, Grand Rapids, MI
Client: City of Grand Rapids
Provided support across the city for any kind of desktop, laptop, or mobile devices.
Part of the upgrade to Office 2013.
Active Directory management.
Swapped and upgraded user computers, also transferred data and profiles to new system.
Created good face for CorpTech in the city, as Desktop was the only department commonly visible.
Assistant Information Technology (IT) Manager December 2010 to March 2015
Kerkstra Precast, Inc., Grandville, MI
Initially started as Intern – Moved to full time to assist IT Manager in department management during SysPro setup and launch.
Included, but not limited to: cleaning, set-up, updates, installation, and troubleshooting of computer hardware and software, as well as office technology.
Large amount of experience working with both Windows7 and XP.
Played a large role in improving organization and preventative maintenance in the IT department.
Team Leader June 2004 to July 2009
North Coast Components, Hudsonville, MI
Provided leadership for first article team.
Managed production of assigned jobs, problem solve as needed, communicate issues and changes to Supervisor when necessary.
Responsible for production of first article/prototype electrical components and wiring harness assemblies.
Extensive knowledge of North Coast production process and procedures.
Project Manager on larger, more detailed or new Projects (Brunswick, Stryker).
Scheduled and managed projects to ensure completed on time delivery of quality finished product.
Establish changes to improve processes beneficial to the company and identified quality improvements.
Strategic Planning Team Leader - Participated in company effort to implement change process for North Coast Components.
EDUCATION & PROFESSIONAL CERTIFICATIONS
Muskegon Community College, Muskegon, MI
Associates Degree, Business Administration
Davenport College, Grand Rapids, MI
A+ Certification
National Career Readiness Certification, Gold Level
REFERENCES
Name: Tricia Phinney
Company: Kent County
Position: Deputy Court Administrator/Magistrate
Phone: 616-***-****
Name: Stephanie Sheler
Company: Kent County
Position: Executive Director of CASA of Kent County
Phone: 616-***-****
Name: Wayne Arndt
Company: Kent County
Position: End User Support
Phone: 231-***-****
Name: Chad Reul
Company: City of Grand Rapids Water Dept
Position: Utility Field Office Manager
Phone: 616-***-****
Contact this candidate