Michael Strode

  • Chicago IL

Objective

An A+ and Net+ Certified information technology professional with over 10 years of accomplished progression in hardware and software troubleshooting fluent in the management of networks with a proven history of process development within results-oriented networking/technical support environments.

Technical Summary

HARDWARE:     IBM compatible PCs, configure IDE drives as master and slave, CD-ROM drives, install RAM, identify system board components, install Network Adapter card

 

SOFTWARE:      Windows 9x/ME/2000/XP/Vista/7/8.1, Active Directory, Terminal Services/Remote Desktop Connection, Citrix Presentation Server, Red Hat Linux, Ubuntu, Linux Mint, Novell NetWare 5.x, MS-DOS 6.22, Mac OS X (Cheetah – Yosemite), Microsoft Office ‘00-‘12, Sharepoint, SQL Server 2005, Firefox, Chrome, Norton Ghost 2003, Lotus Notes 5, HTML/CSS, AS/400, SAP 710, NetMeeting, GoToMeeting, Heat Service and Support 8-9.x, Heat Plus Knowledge, Sun Identity Manager, Postini, CompliantPro, BPC Outlooksoft, Paxpro, Vistaar, iPass, Cisco VPN, Dameware, Synovia, Navman, Cerner, Centricity, ServiceNow, Bomgar, ProvideSupport, Google Apps for Work, Box for Business, UC Listhost (Sympa), Junkmail (CanIt-Pro), Bedework, KnowledgeBase (KB-UWM), Wiki (Atlassian), Workday, AAMS

Technical Project experience

  • Extensive hardware installation, configuration, maintenance, and troubleshooting
  • Install and configure networking components in Windows 9x-8.1 for connectivity in a peer-to-peer and client/server network including Windows 2000/2003 and Netware 5.1
  • Understanding of TCP/IP in an environment containing subnetworks and complex routing and bridging technologies
  • Use and configure TCP/IP client services including DHCP, DNS, FTP, HTTP, Telnet
  • Install, administer and configure Linux (Red Hat/Ubuntu/Mint/Fedora)
  • Advanced knowledge of Microsoft Office ’00-‘12 applications including Word, Excel and PowerPoint
  • Administer and customize the user’s e-mail environment using Outlook and Lotus Notes
  • Extensive understanding of ITIL processes, workflow and incident management procedure resulting from overseeing an ITIL compliant system within Beam Global Spirits & Wines, Inc.
  • Administered a HEAT Service and Support over SQL environment comprised of 15 departments and 100 users consisting of planning system maintenance and upgrades, delivering of departmental customizations, and maintaining application availability for a user base including US and European partners.

Work History

Work History

Service Desk Specialist Level I & II

University of Chicago
Dec 2013 - Present
  • Performed 1st & 2nd tier phone, email, chat and remote support in a blended PC/MAC environment for 20K+ user community of the University of Chicago to include overlapping responsibility for Hospital and Research facilities.
  • Escalated tickets as necessary according to IT SLA's when customers had not received adequate follow up.
  • Negotiated triage support for issues supported by multiple teams while maintaining communication with customer on status.
  • Provided rollout testing and troubleshooting assistance during Calgary Patch 3 release of new ServiceNow.
  • Augmented user support and solution development with insight gained from both internal and external Knowledge Base material.
  • Performed account provisioning and verification via the NSIT AAMS application including release of AD lockout, recertification of compromised accounts and configuration of Exchange and Google Apps functionality.
  • Provided administrator troubleshooting for UC Listhost(Sympa) and technical support of end user list configuration.
  • Administered Zeppo providing management of quota for Exchange mailboxes.
  • Provided Alias administration for provisioning and troubleshooting of additional mail aliases attached to user accounts.

Service Desk Analyst

Northwestern Memorial Hospital
Oct 2011 - Nov 2013
  • Performed phone and remote support for members of the Northwestern Hospital, University and Foundation community.
  • Escalated tickets as necessary according to IT SLA’s when customers had not received adequate follow up.
  • Provided feedback for the updating of the knowledge base on common issues arising during first level troubleshooting of hospital applications including Cerner, GE Centricity, Peoplesoft and Sharepoint.
  • Maintained a 75% first call resolution rate on average volume of 1200 calls per month.

Field Service Technician

Resources
Dec 2010 - May 2011
    • Performed MAC (Move/Add/Change) deployments to ad agency users at both Leo Burnett and Merchandise Mart facilities including machine imaging, department specific device and application configuration and delivery scheduling.
    • Tracked and recorded asset information within Asset Management for newly deployed and recently upgraded devices.
    • Serviced overflow trouble tickets for users at both facilities and maintained updated ticket information in ServiceNow ticketing system.

    Contractor

    The IBiS Official
    2004 - 2011
    • Provided support for the Help Desk and Desktop Technician staff at Beam Global Spirits and Wines following the acquisition of new businesses from Allied Domecq.
    • Provided support for the Greater Chicago Auto Auction for the deployment XP migration/imaging of 20 new PC’s.
    • Provided support Bank One IS staff in the deployment and XP migration/imaging of 180 new PC’s during the Chase merger.
    • Managed a 7-day PC relocation project for the Facility Services division of the University of Chicago.
    • Provided support for LaSalle Bank IS staff during the hardware upgrade, XP migration/re-imaging, and implementation of their new Core Teller system on 90 new and previously deployed PC’s.
    • Provided on-site hardware upgrades and tech support for Dell servers under warranty service contract.
    • Provided consumer product consultation for product releases from Toshiba, Netgear, and Nvidia.
    • Provided support for the office of Senator Dick Durbin for the deployment, software setup, and network setup of a PowerMac G5 system.
    • Provided support for the firm of KPMG on the hardware upgrade and XP migration/re-imaging of 300 previously deployed laptops.
    • Provided support for Charter One Bank IS staff during the hardware upgrade, XP migration/re-imaging, and implementation of their new Branch Automation system on 30 previously deployed PC’s during the Citizen’s merger.
    • Provided support for NiSource during encryption deployment for 800+ laptops located throughout their industrial plants in Indiana.
    • Performed imaging, configuration and deployment of WYSE terminals on site at Stroger Hospital.

    Help Desk Specialist Level I

    National Express Corporation
    May 2010 - Oct 2010
    • Logged and resolved an average of 300 calls per month in the Heat Service and Support Ticketing system documenting the progress of the call from creation to resolution.
    • Fielded calls from Help Desk providing global phone & remote support for 3,000 users and conducted on-site desk side support for the user community at the Warrenville headquarters.
    • Provided Blackberry Enterprise Server support for field users experiencing activation or synchronization issues.
    • Coordinated resolution with third party solutions providers to issues that could not be addressed by the Help Desk directly.
    • Administered an Active Directory Infrastructure consisting of 1 domain and 3,000 combined users which involved adding, removing, and modifying user accounts, security and distribution groups; creating and troubleshooting Exchange mail accounts; and organizing the various objects into their respective containers following the previous domain merger and consolidation.

    IS Support Specialist Level I & II

    Beam Global Spirits and Wines
    Jan 2006 - Apr 2010
    • Logged and resolved an average of 450 calls per month in the Heat Service and Support Ticketing system documenting the progress of the call from creation to resolution.
    • Fielded calls from Help Desk providing global phone support for 2,500 users on 5 continents and conducted on-site desk side support for the user community at the Deerfield headquarters.
    • Selected to provide on-site cross training for our Clermont location during the transition from a system of two separate Help Desk locations into a single global Help Desk model.
    • Conducted virtual trainings for the members of the company utilizing online webinar tools such as GoToMeeting and WebEx.
    • Built a comprehensive paper and electronic Knowledge Base of Help Desk documentation outlining important processes to be carried out for each of our global locations involving the myriad different systems that required our support.
    • Built strong working relationships with other members of the MIS community at Beam and our partner agencies that facilitated rapid resolutions for issues that required coordinated efforts.
    • Administered an Active Directory Infrastructure consisting of 2 domains and 2,500 combined users which involved adding, removing, and modifying user accounts, security and distribution groups; creating and troubleshooting Exchange mail accounts; and organizing the various objects into their respective containers following the previous domain merger and consolidation.

    Computer Technology Coordinator

    South Central Community Services, Inc.
    Jul 2002 - Oct 2005
    • Designed and implemented community training workshops for the Microsoft Office Suite and various software packages including Adobe Photoshop, Macromedia Dreamweaver, and Apple iMovie.
    • Maintained and updated a lab network consisting of 20 PC’s, 6 I-Mac’s, and 2 networked printers for the Community Technology Center while providing extended support for the administrative staff network consisting of 50 PC’s and 8 networked printers.
    • Provided a weekly computer instruction curriculum for the Day School and After School programs which were housed at the Community Center which included making purchase recommendations for educational programming that might assist the students with furthering their studies.

    Education

    Education

    Network Systems Administration, A.A.S.

    DeVry University
    2015
    • Establish and administer a network by installing, configuring, securing and testing multiple network operating systems and selected hardware such as network servers and routers.
    • Communicate effectively both orally and in writing.
    • Demonstrate teamwork skills.
    • Apply research and problem-solving skills.

    Portfolio