Michael Rounds Email & Phone Number

Service Desk agent providing technical support for a government-owned corporation. Provide customer support for desktop, mobile and enterprise applications, e-mail, soft phone (VOIP), connectivity, local and network printing, remote access, and hardware issues. Troubleshoot issues to accurately identify, diagnose and resolve problems by asking accurate, concise, questions in a professional and timely manner. Enter and report technical problems, causes and solutions within the ServiceNow call logging software. Use excellent customer service, time management, and communication skills, working in a customer-service oriented environment. Create and maintain troubleshooting guides for colleagues use in resolving common issues. Promoted to Service Desk Senior after two years.

Consultant specializing in standards compliant public and Intranet websites and technology design, support and training. • Proficient programmer with PHP, JavaScript, jQuery, CSS, HTML and MySQL, using MVC frameworks and AJAX methods. Accomplished with VBScript, Perl and ASP. Expert with AutoLISP and DCL. • Proficient with many applications, including the Adobe Creative Suite (InDesign, PhotoShop, Illustrator, Acrobat), Microsoft Office Suite (Outlook, PowerPoint, Word, Excel), web browsers (Firefox, IE, Chrome, Opera, Safari), AutoCAD, Revit, WordPerfect, WAMP, etc. • Proponent of open source software and standards based code. Use iterative development process to produce cross browser compatible websites. • Support Windows and Mac workstations and servers and documentation development for critical tasks. • Demonstrated track record designing, programming, developing, updating and maintaining IT and social networks for over 20 years. • Background in architecture brings the quality design and functionality of physical buildings to the world of technology, correlating in intuitive user interfaces, attention to detail, and an overall design that complements the functionality.

Boulder, Colorado

Service Desk agent providing level 1 technical support for worldwide organization. Provide end user support for desktop, mobile and enterprise applications, e-mail, connectivity, local/networking printing, remote access, and hardware issues. Troubleshoot issues to accurately identify, diagnose and resolve problems by asking accurate, concise, questions in a professional and timely manner. Enter and report technical problems, causes and solutions within the call logging software. Use excellent customer service, time management, and communication skills, working in a fast paced changing environment. Promoted to Centralized Technical Support (CTS) Level 1.5 after five months, where also provides support for Level 1 agents.

Instructor of the advanced level classes for an Associate degree in Computer-Aided Design / Architectural Drafting. Subjects covered include website development for marketing and multimedia creation. Classes taught include Commercial Design, Customization, 3D AutoCAD including rendering and animation, and Commercial Construction Documents including cost estimating. Introduced and integrated Building Information Modeling (BIM) into the curriculum. Also an instructor for Construction Materials and Methods classes for the Associate and Bachelor’s degrees in Construction Management covering subjects in Materials and Methods, Mechanical/Electrical Systems and Advanced Construction Software Applications.

Maintained hardware and software for all office computer systems and network operations. Designed and developed Intranet and public website. Developed application customization to automate compliance with CAD standards. Implemented merger of two disparate corporate IT systems ahead of schedule. Trained and mentored office personnel in software and hardware usage and techniques. Design, procure, maintain and support technology infrastructure of Windows and Macintosh desktop systems and servers. Researched, evaluated and implemented office conversion from AutoCAD to Revit software. Production team member including drafting, modeling, coordination and project management of contract documents. Implemented conversion to digital marketing production and produced all marketing deliverables.

Developed, documented and maintained all programming for automation and ease-of-use of CAD system. Production team member for drafting, contract documents production and coordination. Configured and maintained all office computer system operations. Prepared marketing brochures and proposal requests. Trained office personnel and principals in AutoCAD usage, techniques and production.

Directed conversion of office to a computer aided drafting system. Established customized CAD system. Created and maintained all data bases and office standards. Instructed office personnel on AutoCAD and computer usage.

Trading Post Clerk, Camping Headquarters -- 1980Trading Post Manager, Ute Gulch -- 1981Trading Post Manager, Baldy Camp -- 1982Cook, Cimarroncito -- 1983Head Rock, Dean Cow -- 1984Trading Post Manager, Baldy Camp -- 1985