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IT Manager

Carmel, Indiana, 46032, United States
May 26, 2010

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Michael S. Higdon

*** ******* **

Carmel, Indiana 46032

Helpdesk/Desktop Support Professional

• Accomplished Helpdesk Professional with over 6+ years experience in Computer Operations, Technical and Helpdesk Support.

• Specializing in Help Desk support to users desk side or state wide, earning a solid reputation for productivity complex problem resolution and professionalism.

• Excellent communication and diagnostic skills as well as consistently solve problems and rarely escalate issues.

• Proactive self-starter known to initiate process and system improvements to increase system stability and Staff productivity.

• MCDST (Microsoft Certified Desktop Support Technician) A+, MCP (Microsoft Certified Professional).


Windows XP Microsoft Exchange Remedy Tapi Link

Windows Vista Microsoft Active Directory Envision Faxpress

Windows 7 Goldmine Trend Micro KeePass

Microsoft Office 2003 ADS Symantec Ghost

Microsoft Word 2007 Avaya Adobe Snagit


I.T. Support Contractor January 2010 to Present

Central Restaurant Products – Indianapolis, IN

Provided tier 1-3 technical support for Restaurant Supply infrastructure supporting 100+ employees and sales force selling restaurant products all over the U.S. and overseas. Other duties are troubleshooting hardware, software and connectivity issues for a mixed Linux, Windows 2003 environment.

• Escalated issues as needed and maintained communication with users.

• Extensively utilized Remedy to record and track issues.

• Supported remote access using dialup/VPN SecureID.

• Challenged to provide timely resolutions to support mission-critical application users.

• Installed and maintained computers, laptops, and printers daily.

• Additionally supported Avaya hard and soft IP phones, voicemail, and PBX systems.

• Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas.

Helpdesk Administrator January 2003 to October 2009

Gene B. Glick Company, Indianapolis, IN

Helpdesk Point of contract for 100+ home office users and 600+ users for apartment management

managing over 18,000 apartments in 10 states.

• Grew helpdesk from an inefficient and lacking office to an optimal, thriving program that showed over a 50% decrease in helpdesk calls.

• Managed helpdesk with a proven track record of closing tickets on a timely basis.

• Strong phone skills with the ability to remote in to users computers to resolve and observe users problems quickly.

• Independently resolved recurrent system lockup issue through diligent research.

• Played key role in several large computer hardware and software roll outs including an office move across town that was accomplished on time and ahead of schedule.

• Instrumental in assisting Engineering Department with WAN/LAN design of new apartment and leasing office construction.

• Authored guide for novice users at satellite offices to setup new computers during rollouts.

• Initiated program to destruction of computer hard drives and the recycling of all electronic equipment safely used in the office with local recycling companies.

Customer Service Technician June 1997 to January 2003

TV MAX INC, Indianapolis, IN

• Service Technician for an Apartment only cable television company.

• Provided “on time “scheduled service for television reception problems.

• Worked in diverse types of weather to repair cable television outages.

• Satellite maintenance for repairing channel reception problems.

• Responsible for maintaining and stocking company vehicle.

• Worked as liaison between the cable company and apartment management to resolve local problems and give personal service to subscribers.

Education and Certifications

Indiana Business College - Indianapolis, IN Associate in Applied Science

Information Technology

New Horizons Learning Center – Indianapolis, IN

MCDST (Microsoft Certified Desktop Support Technician)

A+ Certification, MCP (Microsoft Certified Professional)

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