Christopher Mitchell Email & Phone Number

Palmyra, Ny

IT Operations AnalystJanuary 2019 - Present - Coordinated multiple IT projects consisting of a Core Switch replacement, Conference room AV upgrades, Cisco IP Phone migrations, Windows 7 to Windows 10 migration and many others.- Deskside and remote support for 2nd Tier trouble tickets using the ServiceNOW ticketing system. This includes 5 various Garlock sites in North America with over 700 users.- Support all aspects of IT in a manufacturing environment. IT Lead - EnproJanuary 2016 – January 2019- First point of contact for eight end user services team members that supported multiple Enpro Divisions.- Monitored and assisted with aging tickets along with giving direction and providing resources for divisional projects.- Managed multiple software maintenance agreements to ensure timely resolution of critical business processes.Sr. PC TechnicianJuly 2006 - January 2016 - Support of Garlock Sealing Technologies on a multi-divisional level. This includes remote support at five different locations including international sites.- Technical support including LAN/WAN issues, installing and configuring operating systems using SCCM, terminal server support, printer configurations, and 3rd party software support.- Responsible for making recommendations and ordering IT related hardware and software for the different divisions. Set standards around purchases ensuring each division is using the same software and hardware.

Rochester, New York Area

Electronic Data Systems 800 Phillips Road July 2000 – July 2006 Webster, NY 14580 System Administrator Desk-side Support- Support of the EDS Leadership and Finance Team, ensuring a high level of customer satisfaction.- Technical support including LAN/WAN issues, installing and configuring operating systems, file and mail server support, printer configurations, and 3rd party software support.- Deliver training on a formal and informal basis which provides solutions that improve productivity. Hardware Support- Analyzing and determining hardware related issues, including installation of hardware and BIOS upgrades (RAM, Video Cards, Modems, etc.).Helpdesk Technical Lead and Training Coordinator January 1999 – July 2000- Developed and delivered performance metric reporting (Level of service reports and individual helpdesk agent objective reports).- Assisted in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction.- Attended a Production Support Team meeting with the Xerox customer to ensure escalations and processes were working properly.- Interviewed and trained helpdesk members including the development and implementation of the training program.- Assisted helpdesk personnel in troubleshooting difficult problems and developed escalation procedures for standardized processes.- Responsible for monitoring call queue, unresolved tickets, and handling irate end users.Helpdesk AnalystSeptember 1997 - January 1999- Technical support of 3 software applications, which involved following up with end users until their issues were resolved.- Developed a known problems database for information sharing among the helpdesk for quicker customer resolution times.- Created a Helpdesk Operations Guide for the training of new team members and support of current helpdesk members. This contained all current business procedures of the helpdesk.