Michael Briggs Email & Phone Number

Chambersburg, PA

• Responsible for the daily technical deliverables of the Computer Specialists and Systems Engineers including timely and efficient responses to support requests through the SMB ticketing system.
• Responsible for the appropriate and timely coordination of all after-hours support, scheduling of all SBNS client projects, request for quotes, and any non-critical or miscellaneous items as needed.
• Coordinate vacation scheduling, holiday time off and other client coverage needs.
• Schedule and participate in client meetings and interaction for contracts and other necessary communication along with time reporting to clients.
• Work with the SMBNS Manager and the Business Support Office to provide timely and effective project Statements of Work.
• Responsible for employee performance reviews, timesheet approvals, sales building and client management.

Chambersburg, PA

• Responsible for policy and standard implementation and enforcement to ensure all client needs are being met.
• Created Statements of Work for all Information Technology projects performed at clients assigned to me.
• Planned and coordinated client server and network installations while working with the TM, Project Team, BSO, Sales and other management staff as needed, following proper policies and procedures.
• Specific areas of technical support, installations and monitoring include, but are not limited to: Backups, Event Logs, Blackberry Server, SQL Server, Small Business Server, Terminal Server Services, Standard Server.
• Responsible for hardware research and recommendations.
• Position was Hands-on as well as remote/phone/email network support in various business environments.

Chambersburg, PA

• Maintained, analyzes, troubleshoot, and repaired computer systems, hardware and computer peripherals.
• Documented and upgraded or replaced hardware and software systems.
• Supported and maintained user account information including rights, security and systems groups.
• Worked with Systems Engineer to identify and recommend improvement opportunities that are consistent with client needs.
• Resolved service delivery and client issues as needed.
• Provided inventory of assets and a Visio drawling of the network layout.

Martinsburg, WV

• Class sizes were around sixteen students and took place in the evenings.
• Created the official PC Operating Systems course syllabus.
• Taught the students basic software and hardware troubleshooting skills.
• I would start each class with an hour of lecture and then would assist the students with a lab.
• Created and graded all homework, quizzes, labs, midterm exams, and finals.

Chambersburg, PA

• Installed Dell PowerEdge servers with Linux RedHat 9.0 as the operating system across fifteen states.
• Setup all Linux user accounts using command line or the Samba GUI.
• Configured and installed Dell desktop computers with XP Pro and joined them to a Linux domain.
• Responsible for setting up Palm and BlackBerry handhelds for the salesman.
• Remote accessed the computers using RDP to install applications and for troubleshooting.
• I would average 20 tickets and or calls a day.

Harrisburg, PA

• Provided helpdesk support for DSL, Cable, Satellite, and Dial-up internet access.
• I would walk the customer through setting up their internet account.
• Setup and configured the customers email account using Outlook, Outlook Express, Eudora, and EarthLink software.
• Troubleshoot the end users internet access to determine the reason for the issue.
• Documented all calls using PeopleSoft before taking the next call.
• My call times averaged less than 12 minutes a call.

It - Network Design And Management Emphasis, Bachelor Degree

Network Administration

Computer Specialist, Diploma