Mike C. Email & Phone Number

Grapevine, Texas, United States

Assisted various pharmacies with remote hardware support via phone andremote support tools.Tracked and updated customer issues in ticketing management software.Resolved over 150 hardware and software issues per month, achieving a 100%customer satisfaction rating.Trained and mentored junior support technicians on troubleshooting techniquesand best practices for providing exceptional customer service.

Des Moines, Iowa, United States

This role has a focus on more in depth, escalated trouble tickets such as SCCM/Configuration Manager re-installs, firewall issues, anti-virus issues, Sharepoint/Outlook/Teams issues, etc. We work in collaboration with specialized teams to get the customer back up and running.I personally have also been tasked with being the "smart hands" technician for networking tickets that require a physical presence in a network closet for network stack resets, UPS battery swaps, and port tracing for properly labeled closets. This is a specialized sub-role due to my prior work history.My team has also recently been approached to assist in "Zoom room" setup/support for tele-meetings in conference rooms, so this experience will also soon be in the toolkit.

Des Moines Metropolitan Area

Data Center Technician at one of Microsoft's data centers in the Des Moines metro.

Des Moines

Finished a project in Missouri updating wireless access points at a Walmart distribution center (to include running and testing cable), and am moving on to another contract installing cable at a Microsoft data center expansion in Des Moines metro.

Des Moines, Iowa Area

Utilizing Service Now as a ticketing system in a call center environment, I provided in-house technical support for Farm Bureau's employee and agent staff.Support calls ranged in complexity from password resets, to SCCM troubleshooting/re-installation, MS Office repair and/or profile re-building, mainframe account resets for TSO sessions, troubleshooting of internally designed apps along with related browser/Java issues, etc.This is contract work.

Des Moines, Iowa

Currently contracting at Farm Bureau Financial Services. Initially hired for Windows 10 migration project which was recently put on hold until some technical issues are resolved. So while I have imaged approximately 20 to 30 PCs for the pilot portion of the project, the hold on moving forward beyond the pilot program has led to more "special project" work that in most enterprise environments are handled by the Service Desk. For example; installing software applications/patches/updates, troubleshooting/reinstalling SCCM client, configuring enterprise applications/suites as well as proprietary in-house software where applicable, etc.To accomplish these projects, it was necessary to utilize Active Directory, Configuration Manager, Group Policy, and RegEdit aside from every day applications like Office 365. For remote sessions Bomgar is the primarily application and Service Now (recently re-booted) is the ticketing system. 90-95% of my support session were handled either via Bomgar remotely or at the end-user's desk if local and required extra attention.This was contract work.

Des Moines, Iowa Area

Various projects including low-voltage cabling for small office network installations, access control, PC/laptop building and repair, wireless network setup, basic website design, design of promotional materials and pamphlets.

Des Moines, Ia

Processed incoming customer files (in both Windows 7 and Linux environments) to prepare for mass-market mailings. Sorts and merges handled in TEC Mailing software (Agora and MailListCleaner). Assisted Data Services Director in computer break/fix scenarios. Started re-cabling project to allow for gigabit speeds in the prepress department, finishing this project as an independent contractor.Laid off on 1st of July

West Des Moines

Pull fiber optic cable in a data center environment. Build/install cable tray (for wire management) using Unistrut and allthread.This is contract work.

Following 7 roles after this entry were all through TekSystemsThere were several projects that lasted a week or less that are not listed within this time frame, such as a project to move all IT equipment from old headquarters building to new one.

Ames, Iowa

Install/maintain structured cabling, install IP Cameras, install DirecTV dishes and distribution systems for multi-family dwellings, install wireless internet radios, install door access controls, install fire alarm horns and strobes.

Des Moines, Iowa Area

Installed and maintained Axis all-weather IP cameras (PoE based), installed and maintained traffic sensors (both to include software setup and monitoring), monitored and maintained RWIS (Road Weather Information System) sites for the Iowa Department of Transportation.This was contract work.

Cedar Rapids, Iowa Area

Imaged/migrated desktops, laptops, and workstations to Windows 7 using SCCM. I also provided post-installation support for end users on an as-needed basis through completion of project. Lots of troubleshooting TCP/IP issues, registry issues, software issues, network printer issues, and account issues (Exchange and Active Directory). For machines that had to remain on Windows XP for compatibility reasons, I placed these behind a firewall to maintain security.This was contract work

Mercy Hospital Des Moines, Ia

Tech support for end-users during rollout of new electronic medical records software/hardware.This was contract work.

Iowa City, Iowa Area

Provided computer technical support for end users (mostly PCs, some Macs) as well as deployed new computers after imaging. Lots of troubleshooting TCP/IP issues, registry issues, software issues, network printer issues, Oracle issues, BitLocker issues and account issues. Utilized ServiceNow ticketing system to track trouble calls and to facilitate additions to the Knowledge Base.This was contract work.

Cedar Rapids, Iowa

Imaged/migrated desktops, laptops, and workstations to Windows 7 using SCCM. I also provided post-installation support for end users on an as-needed basis through completion of project. Lots of troubleshooting TCP/IP issues, registry issues, software issues, network printer issues, and account issues (Exchange and Active Directory). For machines that had to remain on Windows XP for compatibility reasons, I placed these behind a firewall to maintain security.This was contract work.

Unity Point (Formerly Iowa Health Systems) In Des Moines, Ia

I handled both the installation process - from imaging (via SCCM) to installing at end-user's location - as well as any in-line troubleshooting and post-deployment support that needed to be done within the scope of my project. When Win 7 rollout phase was complete, I worked trouble tickets via BMC Remedy throughout the IHS hospital system.

Dallas, Texas

Brought existing POS (Point of Sale) system up to speed with fixes and updates, purchased and installed DVR-based security camera systems in multiple retail locations as well as the main office/warehouse, tracked retail employee computer usage, supplied PC technical support throughout the company.

Des Moines, Iowa Area

Music

Activities and Societies: Brain Bowl Team, Jazz Band, Concert Band, Percussion Ensemble

Diploma, General Studies W/ A.P. Courses

Activities and Societies: CHATS (Challenges for Academically Talented Students), Beta Club, Scholar's Bowl team, Chess Club, band.