Michael Suling Email & Phone Number

Birmingham, Alabama Area

• Supporting Physical Therapy software called Therapy Source in a mostly Citrix Environment with a couple of clients running our software on PC’s locally. • Supported clients through phone support or receiving requests submitted through the support email account. • Ticketing system used was SalesForce for which we also wrote Knowledge Base articles.• Support for local installs consisted of reinstalling our software on Windows XP, Windows 7, Windows 8 and Windows 10 operating systems, troubleshooting network connections to the local servers, and troubleshooting printing and scanning issues for our software along with any type of errors encountered. • Support for the Citrix connections included installing Citrix Xenapp on Windows and MAC PC’s, troubleshooting basic connection issues, Citrix performance issues, and login issues. • For Citrix printing, the Screwdrivers program was used and RemoteScan was used for scanning into Therapy Source. • Supported both environments during software upgrade rollouts to clients. • Handled adding users into the system through Active Directory, assigning and resetting passwords, unlocking accounts and adding Security groups for system access and publishing Citrix applications for the Citrix users. • On the server side, I had access to log into the servers to monitor services and client logins and profiles. • Performed first level of troubleshooting system outages before escalation. System outages also included troubleshooting interface issues with third party software.• Used SQL Server Management on the servers in order to run SQL queries to view and verify data in different SQL databases and tables. • VMWare software was used to access the virtual machines and servers running. Remote Desktop and Go To Assist was mostly used for remote access. • Reports were through Microsoft Reporting Services.

Birmingham, Alabama Area

• Helpdesk support for corporate customers through phone support and submission of requests in the ticketing system. • Environments included both a corporate network domain and a Citrix Metaframe environment.• Operating Systems were Windows XP, Windows Vista, Windows 7 and MAC. • Customers included onsite customers at corporate office and nearby satellite offices. • PC repairs included reinstalling operating systems and needed programs including Microsoft Office Suite, adding PC’s and laptops to a domain, setting up VPN access for clients, troubleshooting and reinstating network access, data backups and recovery using Norton Ghost and EasyRecovery, virus removals, and operating system repairs. • VNC and Remote Desktop was mostly used for remote access. • Hardware repairs included repairs on both desktops and laptops. The brands mostly being HP, Lenovo, Gateway and Dell computers. • Repairs included hard drives, disk drives, video cards, sound cards, network cards, and memory. Laptops mostly concerned hard drives, memory, and keyboards. • Installed Microsoft Office Suite, troubleshooting problems and configured Outlook email accounts for clients on the PC’s and assisted in managing any PST and OST Outlook storage files. • Assisted customers with unlocking accounts and resetting passwords through Active Directory.• Managed Blackberry accounts and configured Blackberry devices. • Attained a position with the Custom Application Team which monitored server performance and handled issues for the custom applications which included RightFax, shipping software, time and attendance, scanning, and several custom written applications. • Handled requests to troubleshoot issues with the Ricoh and Xerox printers in the corporate and satellite locations. Printer issues included network connections and setting up mailboxes and printer configurations in the printer consoles. • Assisted moving single workstation equipment and whole office equipment moves.

Birmingham, Alabama Area

• Diagnose and repair customer PC’s and laptops of any brands. • Operating systems were Windows 98, Windows Media Center, and Windows XP. • Repairs included software and operating system reinstalls, repairs, and virus removals. • Replaced hard drives and disk drives and upgraded sound, video, network cards, and performed memory upgrades. • With store bought PC’s on the day of purchase, we performed setups and upgrades such as memory upgrades and operating system tweaks for better performance. • Shipped certain warranty repairs for PC’s and laptops to our Service Center. • Tested store purchased electronics for functionality and defect when they were returned by customers.

Birmingham, Alabama Area

• Diagnose, repair, and upgrade customer PC’s and laptops. • Brands included HP, Compaq, Gateway, Packard Bell along with other brands. • Installing software, replaced hardware components like motherboards, hard drives, disk drives, network and videos cards among others. • Performed onsite repairs related to our service plans sold to customers. • Onsite work included delivery and installation of customer PC systems, monitors, printers and scanners in the home and place of business. • Assisted with the store with merchandising.

Birmingham, Alabama Area

• Install and configure Propane Gas software on client PC’s configuring one PC to be a server and the others as clients on a Windows 98 network environment connected by a hub. • Duties also included updating PC’s with hardware such as network cards, hard drives and disk drives. • Performed phone support for the software included using PC Anywhere to connect to remote client PC’s in order to troubleshoot issues when needed. • Shipped the PC’s to the clients using UPS. • Gained experience in terminating ribbon, network and coaxial cables.