Mike Bernardo Email and Phone Number

• Configured and repaired Personal Computers, Printers and other related equipment in the office and in the field.• Provided desk-side support to City of Tempe employees in all departments and job functions.• Answered, prioritized and assigned Service Desk requests.• Ensured customer satisfaction by following up with customers after calls were closed.• Loaded and deployed images using Symantec Ghost software.• Administered Workstations, Users, Files and Folders in network and domain in Windows Server using Active Directory.• Accepted assignments and documented work performed and reported using Remedyforce software.• Inventoried equipment.• Wrote documentation of procedures and processes.

• Consulted with clients to specify correct configuration according to their job function.• Built and configured computer hardware, software and drivers according to individualized specifications. • Added workstations and users to networks and domains in Windows Server 2003 and 2008.• Performed troubleshooting and repair of hardware, software and network devices.• Loaded and deployed images using Acronis software.• Organized and logged work to report productivity to management.• Inventoried network resources using SpiceWorks software.• Performed repair on desktop and laptop computers as a Dell factory-authorized technician.• Created detailed documentation of processes and inventories of equipment.• Migrated computers from Windows XP to Windows 7, including large scale rollouts and individual upgrades.

• Consulted with clients to specify correct configuration for their customized computers.• Built computers to meet individualized specifications. • Received, tested, diagnosed and repaired laptop and desktop hardware and software.• Tracked calls and computers using Vtiger software.• Loaded and deployed images using Symantec Ghost and PXE.• Organized and logged work to report productivity to management.• Provided technical training to other employees increasing their productivity and efficiency.• Performed process improvements to streamline repair process from 72 hours to 24 hours.• Created detailed documentation of process improvements.

• Performed roll-outs, updates and preventive maintenance on complex, computer-based medical equipment for hospital use.• Trained other temporary employees.

• Consulted with approximately 750 customers to solve technical problems; design new print material, ordered equipment; and recommended new technologies for cost effectiveness.• Designed, built, diagnosed, maintained and repaired various desktop and laptop microcomputer systems, networks and applications.• Specialized in Windows/Intel based systems and TCP/IP networking.• Performed design, layout, typesetting and paste-up material for newsletters, flyers, handbills and periodicals using graphic art and desktop publishing packages.

• Designed, assembled and implemented multi-image, multi-display computer (Windows-based) systems for presentations and events.• Engineered sound for recording and live presentations at trade shows and conferences.• Specified and purchased computers, printers, monitors, plasma screens, amplifiers, microphones, speakers, cables and other computer and audiovisual equipment.• Prepared and tested installations to ensure proper equipment functionality.• Systematically disassembled installations after events to prevent equipment damage.• Designed printed materials, including schedules, menus and logos.• Worked extensively with customers to ensure user satisfaction.• Developed enduring relationships with vendors and clients.

• Performed System Administration for Sun Solaris, HP Unix, Linux and Windows systems.• Database Administrator for SABIO library catalog and Oracle database system.• Installed, tested, and implemented Solaris 7, 8, 9 and 10 on Sun Microsystems computers, Redhat Linux Enterprise Server, Fedora Core and Solaris 10 on Intel-based computers.• Installed and administered Oracle and SQL Server database systems on Intel and Sun computers.• Installed and implemented Apache Webserver software on Linux computers.• Maintained Library web server under Solaris Operating System.• Wrote and edited HTML code for Library website. • Implemented Dell/EMC Clariion SAN for shared use with Windows and Linux systems.• Monitored systems and network for performance and security.• Wrote shell scripts to automate work. Installed security updates. Tested and documented new hardware, software and procedures.• Answered, prioritized and scheduled call-center requests.• Supervised the implementation of Remedy help desk software.• Recorded and analyzed technician productivity and reported to library leadership.• Provided desk-side support for Windows and Macintosh computer systems.• Specified and coordinated upgrades to building electrical and network IT infrastructure.• Team Leader for University Library Y2K remediation team.• Trained compliance team in the use of remediation software and Year 2000 awareness issues.• Implemented and designed user interface for OCLC Sitesearch system using Java programming language. • Served on Strategic Long-Range Planning Team, Staff Governance Association, and Dean's Cabinet.• Specified and ordered over $1,000,000 in equipment and services.• Maintained relationships with vendors.• Developed digital imaging and photography systems for archival to reduce physical storage space and expense.• Performed all other duties and responsibilities inherent as a member of a Team Based Organization.