Michael Magnuson Email & Phone Number

Pittsburgh, Pa, Us

§ Script development to automate processes and monitor system performance. § Hardware/OS performance analysis and tuning, enhancements and corrective actions.§ Maintaining systems including firmware patching.§ Monitor and maintain servers, and related network equipment. § Planning of infrastructure changes and improvements. § Documentation of implementation processes and procedures. § Helping to manage multiple colocation facilities and customer environments. § Staying up-to-date with competing technologies.§ Administer user accounts and provide help desk support and training. § Research and recommend system equipment and technology upgrades and proactively learns new technologies as well as the supported products § Handling on-call responsibilities as required or defined. § Manage equipment inventory. § Develop and test user documentation. § Occasional travel to client sites when needed for technical support or equipment upgrades/replacement.

ProofPoint administration.A.D. New user setup.O365 new user setup and mailbox setups and maintenance.Switch Setups.PC refreshes.Duo and LastPass setup and maintenanceProprietary Software support and maintenanceWriting and maintaining technical support documentation.

• Act as the client’s initial point of contact for all production issues • Resolve all user-reported problems using available tools, resources, and procedures • Use troubleshooting skills to properly assess support cases and diagnose problems • Proactively contact and update clients regarding issue status • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue • Properly escalate unresolved issues to appropriate internal teams • Provide accurate and timely logging of problems and their resolution in the TrueCommerce Support database • Refer to internal database or external resources to provide accurate tech solutions • Ensure all issues are properly logged • Prioritize and manage several open issues at one time • Follow up with clients to ensure their IT systems are fully functional after troubleshooting • Escalate issues to senior specialists as appropriate • Document technical knowledge in the form of notes and manuals • Contributes to the creation of accurate and relevant knowledge-base articles

 Research and identify solutions to software and hardware issues Diagnose and troubleshoot technical issues, including account setup and network configuration Ask customers targeted questions to quickly understand the root of the problem Track computer system issues through to resolution, within agreed time limits Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue Properly escalate unresolved issues to appropriate internal teams Provide prompt and accurate feedback to customers Refer to internal database or external resources to provide accurate tech solutions Ensure all issues are properly logged Prioritize and manage several open issues at one time Follow up with clients to ensure their IT systems are fully functional after troubleshooting Prepare accurate and timely reports Document technical knowledge in the form of notes and manuals Maintain jovial relationships with clients

• New hire PC and Mac hardware setups and troubleshooting/maintenance.• Avaya hard phone and Avaya Communicator/ Equinox softphone setups and troubleshooting/maintenance.• Assigning tickets within the IT Infrastructure while assessing priority in an Executive/corporate headquarters environment.• Software installs and testing for replacements for specialized departments.• Contacting/scheduling technical support vendors for contracted jobs: Virtual server maintenance, Phone networking setups, ordering Hardware/software supplies, Adobe support, Microsoft technical support.• Maintaining spreadsheets of IT inventory, scheduling weekly hardware/software/networking reviews.• VMware Virtual static and dynamic desktop support.• Active Directory support with: New hire setups, Disables, granting access and roles.• Guardian Key Fob access setup/distribution with Galaxy software.• Remote assistance with RDP, Remote Desktop and TeamViewer14.• Windows 10 installs, updates and support.• Microsoft Office 365, 2016, 2013 installs, updates/troubleshooting.• Network drive mappings.• Printer installs though printer server as well Printer hardware troubleshooting support.• Setting up Microsoft Exchange accounts Microsoft Admin Center and Microsoft Exchange console.• X1 directory setup and support.• DtSearch directory and Support.• Palo Alto Global protect VPN installs/support.• Granting group/role access with IMS as well as file maintenance.• Hard drive replacement on servers.• Malware removal/clean up.• Hard drive cleanup/maintenance.• Creating technical support documentation for IT solutions.

• New hire PC and Mac hardware setups and troubleshooting/maintenance.• Avaya hard phone and Avaya Communicator/ Equinox softphone setups and troubleshooting/maintenance.• Assigning tickets within the IT Infrastructure while assessing priority in an Executive/corporate headquarters environment.• Software installs and testing for replacements for specialized departments.• Contacting/scheduling technical support vendors for contracted jobs: Virtual server maintenance, Phone networking setups, ordering Hardware/software supplies, Adobe support, Microsoft technical support.• Maintaining spreadsheets of IT inventory, scheduling weekly hardware/software/networking reviews.• VMware Virtual static and dynamic desktop support.• Active Directory support with: New hire setups, Disables, granting access and roles.• Guardian Key Fob access setup/distribution with Galaxy software.• Remote assistance with RDP, Remote Desktop and TeamViewer14.• Windows 10 installs, updates and support.• Microsoft Office 365, 2016, 2013 installs, updates/troubleshooting.• Network drive mappings.• Printer installs though printer server as well Printer hardware troubleshooting support.• Setting up Microsoft Exchange accounts Microsoft Admin Center and Microsoft Exchange console.• X1 directory setup and support.• DtSearch directory and Support.• Palo Alto Global protect VPN installs/support.• Granting group/role access with IMS as well as file maintenance.• Hard drive replacement on servers.• Malware removal/clean up.• Hard drive cleanup/maintenance.• Creating technical support documentation for IT solutions.

Live Sound engineer part-time, Back back part-time, Desktop/networking analyst for venue/night club/bar

Pittsburgh, Pennsylvania, Us

• Analyze and troubleshoot various proprietary software.• Mainframe administrative support for users. • VPN troubleshooting for Cisco Anyconnect.• Configuring Lotus Notes servers, databases, system configuration• and general troubleshooting. • Using Windows Remote Desktop, Remote Assistance Toolsfor remote troubleshooting across private network.• Utilizes Service Now ticketing system• Mainframe Support.• Employee Training for helpdesk analyst position• Provides Customer Service for 50+ calls in a shift • Administrative support for Good Mobile Email Client.• Administrative support for Maas360 Mobile Email Client.

Associate IT Infrastructure AnalystGenTech - Pittsburgh, PA [2016– 2017]• Perform operational support of IT Infrastructure technology including, but not limited to, network, security, messaging, storage & voice using active directory and SCCM.• Perform analysis and resolve problems to restore normal IT Infrastructure operational levels.• Complete project tasks to enable the on time, within budget and scope delivery of IT Infrastructure projects. • Assures compliance to required standards, procedures, guidelines and processes.

Troubleshoot various hardware and software issues in order to trace daily services within the company. Analyze and troubleshoot various proprietary software issues. VPN troubleshooting for Cisco Secure Client, Anyconnect connectivity and software issues. Mainframe administrative support for users. Configuring Lotus Notes servers, database system configuration and general troubleshooting. Uses Windows Remote Desktop and Remote Assistance Tools for remote troubleshooting across a private network. Escalate tickets to various software teams and local tech groups using Infoman ticketing system. Provides Customer Service for 50 + customers a shift. Quality Assurance for Ticket escalations making sure other employees have all the necessary information before sending to tier 2 technicians.

Level 2 Fulfillment Associate – Gamefly Inc, Pittsburgh PA 2008 –2013 Managed an extensive database through proprietary software in order to trace daily services within the company  Prepares subscriber orders by picking, scanning, and inserting video game discs into mailers.  Receives discs returned by subscribers, visually inspecting the game discs to identify scratches, dents and breakage, cleaning each disc and returning games to inventory. Prepares shipping labels/documents via computer. Conducts physical inventories with tremendous attention to detail. On an as-needed daily basis, inspects and performs minor maintenance on the equipment that would include printers, scanners, pallet jack, sorter, buffing machines, etc.