Michael Drumm Email & Phone Number

Cleveland, Ohio, United States

Canton, Ohio

As the Onsite Supervisor, my duties include leading our onsite staff of 5 individuals that are part of the service desk and deskside support. Together we provide excellent service to more than 2500 users. My other duties involve leading any assigned projects assigned to our team, creating and maintaining documentation and processes for our team, managing inventory, and creating and presenting a monthly scorecard. I am the main line between the customer and our corporate structure.

In charge of management of software deployments for 7k+ devices.Management of Windows 7/8.1/10 image for global devicesDeploy monthly MS Software updates and monthly/quarterly third party software updatesCreation of software deployments via powershell, batch files and Installshield.Level 3 point of contact for end user support throughout the Enterprise.

Canton, Ohio Area

2nd tier support for PCs and related peripherals. Along with regular maintenance of desktops/laptops.Troubleshooting of hardware via email/phone/face to faceUpgrading and maintenance of all hardwareInstall, diagnose, repair, maintain, and upgrade all PC hardware and equipment to ensure optimal workstation performance.Timely support of all trouble tickets.

Second level of support on a six man team. I am the lead of office 'go-lives' and major software upgrades. I have also managed SCOM, Sharepoint, DPM, Citrix, Toshiba, and Avaya phone systems. Issues are escalated to me by our IT interns, support analysts and senior support analysts. I also create user walkthroughs for using our systems, along with walkthroughs for our IT staff. I am the primary contact for most of our thirty offices for major issues. I also assess any prospective client and determine what they would need to join our practice.

First level of support on a five man team that is responsible for 30 offices and more than 200 users. My responsibilities included creating user accounts, modifying security permissions, updating servers, managing phone systems, managing Wyse devices, and almost any other helpdesk request. I also assisted on many different IT projects, along with 'go-lives' for practices moving from paper to EMR.

Part of Helpdesk Support team, rolled out new hardware and software. Helped support over 350 employees regarding hardware and software issues, ranging from Microsoft XP, Office, Suncoast Solutions, and Celltrak. Coordinated withHelpdesk team regarding new software upgrades. Repaired/Imaged desktops and laptops. Helped to maintain servers. Set up users in Active Directory and on Blackberry Enterprise server. Started conversion from physical servers to VMWare 4 architecture.

Coordinated with clients regarding service calls and repair jobs. Took support phone calls from home users and small office workers. In my time with Landoll’s I went from working in the shop exclusively to taking care of many of our business clients. Worked with our clients with upgrades of systems including Windows Server upgrades. Setup of networking equipment for small businesses. Worked with hardware upgrades including hard drives, RAM, motherboards, optical drives, and CPUs. Removal of virus infections along with software troubleshooting. Ordered stock along with special orders. Sold new and used computers.

Computer Science, Information Systems

Activities and Societies: Football, AITP

Computer Network Technician

Education record