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Madison Michael
309 Chatham Square
Winchester, VA 22001
madison@yahoo.com
C: 540-539-9876
H: 540-313-1230
OBJECTIVE
To obtain a challenging position in the Information Technology
field as a Help Desk/ PC Support Technician, with the possibility of career
advancement.
SUMMARY OF QUALIFICATIONS
Six
years of military service installing and maintaining communication equipment.
Nine months of level-one help desk support for the Department of Homeland
Security (Federal Emergency Management Agency).
HIGHLIGHTS OF
QUALIFICATIONS
•
Excellent
troubleshooting and problem solving skills
•
Trained others
in the use of applications and in technical support methods
•
Scheduled and
monitored conference calls
•
Identified and
resolved network configuration issues
•
Created
knowledge base articles for co-workers
•
Ability of
multitasking in a fast-paced environment, while maintaining an emphasis on
quality
•
Positive
feedback from the clients regarding service provided
•
Possess strong
interpersonal skills and high ethical standards, ability to work with minimal
supervision, meet deadlines, and communicate effectively and a willingness and
desire to assist others
TRAINING/
ON-JOB EXPERIENCE
•
Internet
Explorer and other various search engines
|
•
Anti-Virus
software programs (Norton, AVG, & Mcafee).
|
•
Computer
Cabling
|
•
Microsoft
Office Suite knowledgable
|
•
Computer
hardware repair and software installment
|
•
Cisco
Virtual Private Network (VPN)
|
•
Active
Directory (inputting new users into groups and OU’s.
|
•
Microsoft
Systems Management Server (SMS)
|
•
Avaya
Softphone (installing and troubleshooting IP phone systems
|
•
Wireless and
LAN connections
|
•
Blackberry
support (desktop manager and tethering)
|
•
Windows XP,
Vista, and 7
|
•
Remedy
version 7 and 7.5
|
•
Adobe
Connect, Reader and Acrobat Pro 9
|
EMPLOYMENT HISTORY
United States Army Reserves 2008- 2011
Job
Title: Information Systems Operator/ Analyst
Duties
and Responsibilities:
•
Graduated from
25B, Information Systems Operator/Analyst course during initial entry and
training for military occupation specialty. Courses taken during this training
include but not limited to (Construct a Network Cable, Install Symantec
Anti-Virus Client, Hard Drive Imaging, VOIP, Switches, Routers, Information
Assurance, and Windows Operating Systems).
•
Provide PC
Support for drill center computer systems.
•
Setup
projector equipment and laptop systems for Army training power point
presentation
•
Provide
support for peripheral equipment, i.e. network printers and scanners.
•
Installation
and updates of software programs including but not limited to Anti-Virus
programs, Office Suite, Adobe products, Blackberry programs, JAVA, Internet
Explorer, Media Players, Instant Messaging Utilities, and Operating Systems,
i.e. XP, Vista, and 7.
•
Connecting,
Disconnecting, and setting up of hardware for desktop support operations.
Including tower, monitor, keyboard, mouse, webcams, printers, faxes, scanners,
projectors, and UPS.
Applied Computing Technologies 2010- 2011
Job
Title: Level One Helpdesk Technician
Duties
and Responsibilities:
•
Provided
technical software, hardware, and network problem resolution to users by
performing question/problem diagnosis and guiding users through step-by-step
solutions in a call center environment. Clearly communicate technical solutions
in a user-friendly, professional manner; provide one-on-one end-user training
as needed; assist Network Technicians; troubleshoot network printer problems;
pass more complex end-user problems on to Network Technicians; conduct hardware
and software inventory database maintenance and reporting; and perform related
work as required.
•
Performed
first contact resolution troubleshooting for the Department of Homeland
Security employees as well as assisted civilians in applying for Disaster
Assistance by customers through completion of web applications.
•
Password
resets and account unlocks.
•
Installation
and updates of software programs including but not limited to Anti-Virus
programs, Microsoft Office Suite, Adobe products, Blackberry programs, JAVA,
Internet Explorer, Media Players, Instant Messaging Utilities, and Operating
Systems, i.e. XP, Vista, and 7.
•
Connecting,
Disconnecting, and setting up of hardware for desktop support operations.
Including tower, monitor, keyboard, mouse, webcams, printers, faxes, scanners,
projectors, and UPS.
•
Effectively used Remedy version 7 and 7.5
for inputting, researching, monitoring, updating, opening, resolving and
closing helpdesk trouble tickets.
•
Assisted
customers with troubleshooting of a variety of computer software/hardware
related issues.
•
Microsoft
Operating System XP and 7 related issues.
•
Microsoft
Office Suite related issues (Outlook, Excel, Word, and PowerPoint).
•
Provided
support for telecommunications equipment (Blackberry 9700 Bold and Avaya Soft
Phone). Installed remotely telecommunications software including Verizon Access
Manager, AT&T Communication Manager, and Blackberry Desktop Manager.
•
Assisted
customer with establishing Virtual Private Network connections while working remotely.
Monitored and gathered information from ACS to determine specific error codes
that would tell me what the issue was that was preventing the connection from
occurring.
•
Provided end
user support for Adobe products. For example, Flash Player installation, Adobe
Connect, Reader and Acrobat Pro.
•
Created
initial record of Information Technology requests using Remedy version 7 and
7.5. Resolved all Level One end-user problems over the phone and passed all
Level Two requests on to appropriate division.
•
Diagnosed and
resolved end-user network or local printer problems.
•
Assisted in
creating a few knowledge based articles in support of the Helpdesk teams Share
point site.
•
Assisted in
customers attempting to gain entry into DHS portal sites. Usually resulting in
a password reset or account role issue.
•
Scheduled
conference calls and monitored calls using conference bridge software.
•
Assisted
civilians in the navigation of various websites that were maintained by the
Federal Emergency Management Agency. i.e., Disaster Assistance.gov, FEMA.gov,
Floodsmart.gov, DHS.gov, Training.FEMA.gov, and Firegrants.gov.
Manpower 2009- 2010
Job
Title: Production Worker
Duties
and Responsibilities:
•
Worked as a
production assistant in a factory setting. Ran equipment and maintained
equipment.
•
Assisted in
the production of products. Boxed
materials, ran equipment, and housekeeping duties.
United States Army Active Duty 2005-
2008
Job
Title: Ammunition Specialist/ High Mobility Artillery
Rocket System Crewmember/
Assistant Section Chief
Duties
and Responsibilities:
•
Operated and
maintained the High Mobility Artillery Rocket System.
•
Acted as
Assistant Section Chief during Active Duty
•
Mounted radio
sets in vehicles, cables communication components in HIMARS launcher, and
operated and performed operator maintenance on communications equipment.
•
Tested
prototype communication equipment for HIMARS vehicle.
•
Assisted
section chief in supervision of operations, maintenance, and training. Lead and
instructed the reconnaissance team in combat operations. Assisted the
ammunition section chief in supervision of the section during ammunition
resupply operations, maintenance, and training. Performed start-up of fire
control system, and operated HIMARS fire control system in all modes of
operation. Made manual fire control entries and entered meteorological data
into the fire control system. Fired weapon on command. Performed fire control
system diagnostic test using built-in test equipment. Prepared launcher-loader
module for reload and performed maintenance operations. Conducted
reconnaissance to determine routes and precise firing location sites.
EDUCATION AND PROFESSIONAL TRAINING
University
of Phoenix. Associates of Arts in PC Support. Completed November, 2010.
Currently concentrating on my Bachelor Degree in Networking and
Telecommunications.
HDI
Support Center Analyst Certification completed September, 2010.
Information
Systems Operator/Analyst Course. Fort Gordon, GA. Graduated with diploma on
December 9, 2009.
LandWarNet
eUniversity Information Assurance Security Officer Certification course
completed October 16, 2009.
Army
Training Requirements and Resources System:
•
CIO G-6/NETCOM
IA Technical Level 1 completed June 26, 2009
AWARDS AND ACHIEVEMENTS
•
Good Conduct
Medal
•
Two time Army Achievement
Medal recipient
•
Two time Army
Accommodation Medal recipient
•
NATO Medal
•
Global War on
Terrorism Medal
•
Numerous
certificates of achievement
•
Advanced
individual training high physical fitness score for MLRS class
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