Mike Mercier Email & Phone Number

Indialtantic

Manage Service Provider Help Desk at level 2 for over 100 clients utilizing Lenovo, Dell systems. Consistently exceed daily SLA resulting in high customer service satisfaction ratings and an increase of business retention. Diagnose and troubleshoot business systems, network connectivity, and applications. Effectively implement ConnectWise and Labtech for ticketing and remote service while working on Windows client systems and servers. Including Office 365 administration and support. Onboard new accounts and install devices such as printers, networks, and business office equipment. Service IT for multiple industries including finance, engineering, and medical.

Hartford, Connecticut Area

Serviced, diagnosed, and installed specialized printers, image scanners, computers, and other business office devices for over 70 commercial clients. Effectively managed Parts Inventory to ensure efficient service for clients. Oversaw territory covering CT and MA using Service Command and ADP for job tickets and time tracking. Managed Projects such as Computer and Network Rollout that resulted in an increase of customer satisfaction.

Ct

Managed Service Provider for multiple small, medium, and large organizations. Servicing financial, medical, manufacturing, and educational institutions. Troubleshooting, maintaining, and configuring servers, workstations, network devices and software. Mobile device support including IOS and Android devices. IPAD and Surface devices. Tasks included scheduled maintenances, backups (onsite and offsite) with Storagecraft solutions, alerts, and resolving issues with hardware and software. Installing and configuring Dell PowerEdge servers using VMware, staging client workstations. Point of escalation for helpdesk. Maintaining client relationships and creating reports such as email usage, network utilization, logons, and network design for clients on request. Patch management using Labtech scripts. Assist Project management for installations, licensing, research, and upgrades.

Windsor, Ct

Administer the Computers Information Technology department. Supervise technical instructors and students. Instruct students in Computer and Networking Technology courses. Setup lessons and labs. Teaching systems support and LAN/WAN technologies using Windows NT, 2000, XP, and servers 2000 and 2003 Advanced Server. Prepare students to pass A+, Net+, Security+, Server+ and MCP Certifications. Keep updated on latest technologies. Review curriculum and recommend changes. Support all internal servers, desktops, and network for the campus. LAN/WAN support for campus. Assisting with any repairs needed on site.

Contract work deploying Windows XP desktops for teller training project. Imaging with Norton Ghost including Ghostcast Server and multicasting. Hardware Build new Servers for clients. Set Novell Client properties and configure workstations for Novell and Windows connections. Hardware setup and software installs. Troubleshoot HW and SW problems. Desktop support at various branch locations working with Windows 98, 2000 and XP. Configured Outlook accounts and printer setups for new systems.

Teach Computer and Networking Technology curriculum. Create projects and educate students for careers in computer repair and network administration. Teach how to install, configure, and troubleshoot networks, desktops and servers. Teach to A+, Network+, and MCP certifications. Maintain campus network and systems. Create and design new online learning program with Centra meeting software. Manage Domain Controllers, Citrix Server, and monitor performance.

Certificate, Micrososft

Computer Science

Education record

Education record