Glenn Craig Email & Phone Number

Certified Xerox printers leveraged support, WC, Phaser, Color Qube Xerox CompTIA Certified, IE, Displays and Peripherals, Laptops, Windows 7, Hardware Components

Farmington Hills, Michigan

* Responsible for end-user support of over 1200 end-users * Responded to support requests; notified client their issue was being addressed, gathered necessary information, updated client on the status of their request and provided realistic time frame for resolution or escalation* Served as first-level contact for all C-Level employee support requests * Created new user Active Directory profiles as well as phone, email and voicemail accounts * Managed Active Directory; user and… Show more * Responsible for end-user support of over 1200 end-users * Responded to support requests; notified client their issue was being addressed, gathered necessary information, updated client on the status of their request and provided realistic time frame for resolution or escalation* Served as first-level contact for all C-Level employee support requests * Created new user Active Directory profiles as well as phone, email and voicemail accounts * Managed Active Directory; user and folder permissions, distribution groups, and GPOs* Provided expert troubleshooting of Microsoft Office suite of applications Word, Excel, PowerPoint, and Outlook * Assisted clients in creating Personal Folders in Outlook, setting up archives, rebuild clients account in Outlook, remapping to exchange server and confirming connections * Responsible for hardware and or OS refresh from XP Pro to Windows 7 Enterprise Edition * Responsible for resolving software and hardware issues in an engineering environment * Install configure CAD, Met Lab, Hyper Mesh and license management and updates * Responded to client to determine root cause of issues and resolve in a timely manner * Resolved software and hardware issues through assigned Two’s Ticket System and Remedy * Updated all assets information for hardware deployed from surplus in ticketing system * Built Microsoft Dart Tools for all Windows 7 machines (desktop, laptops and workstations) using Microsoft MDT * Optimized network connectivity for users working remotely * Responsible for troubleshooting and setting up printers and handheld devices Show less

Farmington Hills, Mi

* Lead Desktop Support Technician responsible for over 1200 end-users * Provided Tier-2 and Tier-3 support, focused on white glove customer service for Directors, Vice Presidents and Executives * Set up and troubleshooted printers and handheld devices * Troubleshooted a multitude of software applications including but not limited to all Microsoft Office products* Responsible for resolving software and hardware issues in an engineering environment * Responded to client needs… Show more * Lead Desktop Support Technician responsible for over 1200 end-users * Provided Tier-2 and Tier-3 support, focused on white glove customer service for Directors, Vice Presidents and Executives * Set up and troubleshooted printers and handheld devices * Troubleshooted a multitude of software applications including but not limited to all Microsoft Office products* Responsible for resolving software and hardware issues in an engineering environment * Responded to client needs and determined root cause of issues in order to resolve in a timely manner * Active Directory maintenance: created accounts, assigned permissions, and moderated group policies* Created, maintained, and updated Symantec ghost images for all Windows-based laptops and desktops* Configured and deployed new employees' computers, phones and desktop printers * Developed and built reference images for OS Deployment via SCCM; vet and scheduled updates and service packs * Skilled in Remedy IT Service Management Suite, Break Fix, IMAC, Desktop and Laptop Imaging * Proficient in Outlook 2003, 2007, 2010, VPN, Wireless, Adobe, Altiris Imaging, PXE, Remote Access and Active Directory Show less

Sterling Hgts. Michigan

* Performed PC Refresh initiatives, installed and deployed new desktop and laptop computers in a Manufacturing and Engineering environment * Responded to clients and resolved all hardware and software issues * Responsible for all computer upgrades to Windows XP Pro * Performed migration of all data from existing P.C.’s to new P.C.’s * Executed and Configured all applications * Implemented new programs for existing end users * Responsible for ghost casting images to all… Show more * Performed PC Refresh initiatives, installed and deployed new desktop and laptop computers in a Manufacturing and Engineering environment * Responded to clients and resolved all hardware and software issues * Responsible for all computer upgrades to Windows XP Pro * Performed migration of all data from existing P.C.’s to new P.C.’s * Executed and Configured all applications * Implemented new programs for existing end users * Responsible for ghost casting images to all new P.C.’s * Performed configuration and synchronization of employee’s P.D.A.’s Show less

Farmington Hills, Mi

* Lead discovery sessions with clients to determine specific system needs, then designed systems to meet those needs and allowed for future growth* Researched and purchase hardware upgrades from vendors to meet customer requirements and pricing expectations* Successfully re-partitioned, re-formatted, and loaded Windows on a large number of older models * Utilized diagnostic process to isolate root causes of problems ranging from hardware malfunctions to spyware and virus attacks… Show more * Lead discovery sessions with clients to determine specific system needs, then designed systems to meet those needs and allowed for future growth* Researched and purchase hardware upgrades from vendors to meet customer requirements and pricing expectations* Successfully re-partitioned, re-formatted, and loaded Windows on a large number of older models * Utilized diagnostic process to isolate root causes of problems ranging from hardware malfunctions to spyware and virus attacks. Used a variety of applications to scan and remove system threats Show less