Michael R

Help Desk Specialist


Help Desk Specialist


Bradenton, FL

Education Level:


Will Relocate:



I am a dependable, quality-focused and conscientious organized professional with a 15+-years in the IT industry. I have very good communication and leadership skills. I am a self starter but will also work well as the member of team.


CollapseWork Experience


Care2Learn/RedVector (Confidential) 7/2005 - 5/2008



Belize Technical College Motor Vehicle Tecnology 1974 Associate Degree



Care2Learn – Help Desk Technician (July 2005 – May 2008): •Teach and assist customers via telephone, email and facsimile on how to access and use the Care2learn applications in their accounts. Provide troubleshooting assistance for online connectivity problems and security issues. Update the customer applications for higher quality performance (Adobe Reader, Internet Explorer etc.) •Maintain the Care2Learn network infrastructure (install PC’s, printers and copiers to the network) and provide technical support for internal desktop systems for both hardware and software. QA Care2Learn applications and private label sites. Kforce Professional Staffing – Field Technician (November 2004 – February 2005): •Installed IBM POS Registers and Receipt Printers at Regal Theaters to the network for Fujitsu Corporation. •Installed Lexmark printers for the Internal Revenue Services and the Philadelphia School District to the network for Siemens Corporation. •Installed new IBM 420 Servers, Monitors, Printers, APC UPS and USR Modems to the network and migrated the Cole Vision POS Application to the new IBM 420 Servers for MCPC Cole Vision. Starpoint Staffing Solutions David’s Bridal Corporation – System Analyst (May 2004 – August 2004): •Worked with David’s Bridal as a System Support Analyst on their conversion team; they converted from Windows 3.1 OS to Windows 2000 OS in all their stores nationwide. •Identified telecommunication line issues and coordinated with AT&T and local telephone companies. •Remotely performed diagnosis and resolution of system application (Lotus Notes, Citrix, Microsoft Office 2000 and David’s Bridal POS application) and hardware (UPS Thermal, Lexmark, Samsung and Hewlett Packard printers. NCR Registers and Scanners). •Taught associates how to use the new POS application and correct any errors that the associates made while ringing sales. •Identifying and alerting 3rd level support and the team of recurring problems. •Use Remedy IT Service Management application to submit, monitor and manage the helpdesk cases, change request and the service level agreement process. •Create and distribute nightly reports to IT Managers, 3rd level support and the NOC center. Priority Staffing Solutions, Inc. Cashpoint Networking Services – Field Technician (November 2003 – January 2004): Cashpoint upgraded from Windows 3.1 OS to Windows XP OS in all their cash checking establishments. I did installation and training of the new POS application at 35 stores in the New York Tri-State area. •Installed IBM Registers and Receipt printers to the VPN network with RAS and ETH connectivity. •Trained the managers and associates of these Check Cashing establishments the processes of the new Cashpoint POS application. •Post-installation, maintained and followed-up with any hardware/software trouble-shooting procedures that was needed. IBM (Internal Business Machines) – System Analyst / Field Technician (August 1994 – June 2002): Worked with IBM as a System Analyst/Field Technician, on the POS help desk for their national Sears account. •Responded to events generated by customer calls, voice mails, automatically generated alerts, pager monitor alerts, e-mail request and instant messaging requests. •Remotely performed diagnosis and resolution of system applications, hardware (workstations, printers, registers, scanners, Kronos time clocks, etc.) and networking problems. •Monitored and released stores’ daily reports when requested. Monitored all jobs, messages, printer functions and configuring devices on the AS/400 mainframe. •Coordinated/assisted 3rd level support teams and on site CE’s with repair and replacement of parts (power supply, mother boards, network adapters, memory cards etc.) •Identified telecommunication line issues and coordinated with AT&T and Siemens and local telephone companies. •Cross-trained IBM technicians while working on applications from all 4 Sears line of businesses (Retail, Dealer, Hardware and Auto centers/NTB stores) and remained these technicians’ point person. Helped create and maintained training documentation in Lotus Notes for all technicians on the IBM/Sears help desk. •Updated and maintained training lab equipment and tested and supported Sears’ programmer’s new POS version/updates and reported findings.

Companies I like:

Staples,, Cisco, NCR, Dell


CollapseJob Skills





Diagnose, repair and installed new equiptment to the network. I also worked with customers with howto questions regarding our application.