Technical/Customer Support

Mark DelVecchio

***** ********* ****** *******, ** 48150

734-***-**** * ****.**********@*********.***

Objective:

A challenging position in the area of Information Technology, Business or Customer Service

Education:

Lawrence Technological University Southfield, Michigan

Major: Information Technology Minor: Business

Certificate: Technical and Professional Communication GPA: 3.19

Graduated: December 2005

• HTML

• C++ Programming

• Excel

• Access

• Adobe Photoshop

• Visio

• Symantec Backup Exec

• VMWare Workstation

• Adobe Illustrator • FrontPage

• C Programming

• PowerPoint

• Adobe PageMaker

• Project

• SQL Server 2005

• VMWare Server

• Linux

• Snagit

Technical Skills:

Work Experience:

July 2007-June 2009

RCM Technologies Livonia, Michigan

Technical Administrator

• Revise various IP (Intellectual Property) documents for the QAD ERP application

• Deploy MOSS 2007 application, train users, setup user groups, upload/check in/checkout documents, create folder structure and perform daily backup using SQL Server 2005

• Assist in the Implementation of the QAD CRM (Customer Relationship Management) application and train users

• Assist in the decision for a PSA (Professional Services Automation) application, train users and run reports for employees and external clients

• Develop Procedural Documents for the QAD EAM application

• Troubleshoot VMWare and Laptop/PC related problems

• Create VMWare images

• Configure IBM servers for clients

• Assist Application Consulting Manager with the scheduling of consultants and the creation of project plans in Microsoft Project

• Interface with external clients to ensure timely resolution of problems they are experiencing with the QAD ERP application

• Maintain equipment inventory log

March 2007-June 2007

INCAT (Contract with AB Heller) Milford, Michigan

Systems Support Engineer

• Provide Active Directory support

• Provide Microsoft Outlook support

• Provide server support

• Provide network support

• Troubleshoot Laptop/PC related problems

• Provide application support for Great Plains

September 2005-March 2007

INCAT (Contract with Toyota) Ann Arbor, Michigan

Systems Support Engineer

• Answer phone at helpdesk

• Log help tickets using the REMEDY system

• Provide over the phone support for users

• Provide individual support to users. Many times this meant going to the users workstation

• Provide Novell support

• Provide Groupwise support

• Re-image loaner laptops

• Provide printer and plotter support

• Lead PC/CAD moves

• Setup PC’s and CAD Workstations for users

• Provide Lotus Notes support

• Provide Active Directory support

• Provide Video Conference support

• Provide VPN support

• Image PC’s using Norton Ghost

• Image CAD workstations using ALTIRIS

June 2005-August 2005

Toyota Technical Center Ann Arbor, Michigan

Information Technology Intern

• Assist in the creation of a parts database application

• Update user guide for department

• Revise various documents

• Recover computer equipment

• Cell phone migration

January 2000-May 2005

Big Lots Commerce Township, Michigan

Office Coordinator

• Balance cash drawers from previous night

• Perform bookkeeping functions

• Stock merchandise

• Customer service

• Help with yearly inventory audit

• Take money deposit from the previous night to the bank

Furniture Department Associate

• Manage Furniture Department in absence of my supervisor

• Assemble furniture for sale

• Unload trucks weekly

• Sell Furniture

Fall 1998-Winter 1999

Home Quarters Novi, Michigan

Paint Department Associate

• Manage paint department in the absence of my supervisor

• Balance out cash register at end of the night

• Mix specialized paint for customers

• Stock merchandise

• Customer service

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