Michael Mitchell

  • Jeffersonville PA
  • 610-306-8463
  • mjmitch2@verizon.net

Work History

Work History
May 2012 - Jun 2015

Senior Technical Lead/Supervisor

HighPoint Solutions

East Norriton, Pa

Organized and Established first client call centers using BroadWorks Call Center software. Supervise 22 helpdesk\ desktop techs on 1st and 2nd shifts. Reduced costs by establishing new laptop hardware standard and saved over $100 per machine. Created and tested corporate laptop images and managed them using Windows Deployment Server. Performed knowledge transfers from new helpdesk/desktop clients to ensure proper training and smooth transition of services. Responsible for all inventory and placing new orders for equipment. Serve as Tier II escalation for all helpdesk\ desktop issues. Performed daily Exchange user administration. Monitor daily activities and performance to ensure compliance with all service levels.

Sep 2011 - May 2012

Sr Lab Support Analyst


Upper Merion Pa.

Responsible for hardware inventory of Dell and HP laptops and desktop systems across multiple sites. Work with vendors to help maintain, install, and resolve any specialty software and device communication connection issues. Utilizes Remedy Service Tool for project and incident management. Troubleshoot hardware and software issues between PCs and laboratory devices. Setup and administered a Windows 7 test environment for laboratory software testing. Adhere to strict GLPs and SOPs established by GSK, learning and passing online courses.

May 2010 - Sep 2011

LAN Tech Analyst

Pfizer Inc

Collegeville, Pa

Temporary stopgap LAN support during a project to migrate all systems and personnel from Legacy Wyeth to Pfizer systems. Monitored, configured, troubleshot Layer 2 issues on Cisco 6500 and 3750 model switches with multiple VLANS. Utilized CA Spectrum Network Fault Manager to monitor Enterprise Network systems. Supplied documentation, escalation, training and standard operating procedures as needed to allow for a smooth transition. Primary network support for 10 remote sites in North America. Responsible for IP Address allocation and administration using QIP software. Participated in a rotating 24/7 on-call rotation.

May 2007 - Mar 2010

Sr Desktop Support Analyst


West Chester, Pa.

Provided network administration to include LAN troubleshooting and resolution. Supported more than 10 Executives and VIP users remotely with different hardware and software issues. Provided technical expertise in the areas of PC and Desktop Support Migrated approximately 350 users from Windows 2000 to Windows XP. Manage the configuration and performance management of all Dell PC systems. Support different PDA devices for all of the Executives and VIPs throughout MEI. Maintains passwords, data integrity and file system security for the desktop environment. Recommend hardware and software solutions and upgrades using established procurement processes. Procured, documented and tracked inventory of all computer equipment and software licenses using CA Unicenter. Provided Lotus Notes and Domino support for all sites.

May 2006 - May 2007

Lan Administrator

The Vanguard Group

Valley Forge, Pa

Investigating and resolving performance issues demonstrating strong diagnostic skills across multiple platforms. Investigates user problems, identify their source, determine possible solutions, test and implement solutions. Train users on LAN operations and provides technical support as needed. Support call center of over 250 different Associated Upper Management and Executives for different business units at Vanguard. Performed related duties as assigned or requested by upper management. Implemented and enforced data security procedures. Provided Tier 2 support to system and network infrastructure Configures and troubleshoots wireless network clients. Performs and/or oversee software and application installation and upgrades. Document network and workstation problems and resolutions for future reference using Service Center


2004 - Present

Computer Programming with Web Technology

Cittone Institute
1996 - Present

Diploma, Computer Networks and Data Communications

The Chubb Institute
2010 - 2011

Cisco Networking Academy

Montgomery County Community College
1993 - 1995


Temple University Ambler Campus

Completed 96 credits towards Bachelor of Arts in Marketing

1989 - 1992

A.S Degree in Liberal Arts

Montgomery County Community College