MICHAEL J.

SWIFT
(512) 626-2460 * ms6bda02@westpost.net
Technical and Desktop Support Specialist
PROFILE
Over 12 successful years of experience in Information Technology, Technical Supp
ort/Training, Systems Management/Administration, Network Infrastructure, Project
Management, Systems Integration and Client/Staff Relations
* Skillful at staying in front of rapidly evolving schedule requirements, quick
ly identifying technology needs, implementing effective solutions while minimizi
ng resources and re-engineering operations for improved business performance
* Analytical, positive attitude, self-starter and committed with a strong work
ethic, thinking 'outside the box,' which incorporates major improvements in shor
ter time periods

EXPERIENCE
Fastteks Onsite Computer Services; Austin, Texas
January 2010 - June 2010
Area Director * Technology Concierge * Computer Specialist
* Interview, hire, manage and train a team of Computer Technicians providing
on-site and call-in remote hardware and software diagnostics, repair and mainten
ance for commercial and residential clients throughout the South Austin area
* Make cold calls, field visits and complimentary technology audits to existin
g and potential clients while providing rate quotes and standard per project est
imates servicing all major brands
* Improve efficiency, design and create new ways to effectively handle escalat
ions, ensuring customer satisfaction
* Establish course of action resolving concerns; plan strategies and allocate
resources, which integrates multiple tasks smoothly
* Work with technicians in providing repair of viruses, worms, spyware removal
, DSL and cable modem setup, wireless networking, data back-up and recovery, vir
tual support and consulting
* Increase contract quota month-over-month, generating leads, opening doors an
d building relationships on both sides of the fence, working with clients as wel
l as deliver impressive presentations regarding the advantages of the service co
mpared to competitors
* Oversee administrative functions, including A/R, A/P, deposits, collections,
credit card charges, advertising, marketing, branding and attending functions a
nd meetings associated with the Chamber of Commerce and the South Austin Busines
s Association

Digi International (Inside Out Networks); Austin, Texas 1998-2009

Technical Support Engineer III (2002-2009)
* Supported and managed USB products for various medium to large-scale clients
worldwide
* Added additional USB products that attached via a TCP/IP network, which were
located worldwide from a host machine
* Supported customers by configuring their products base upon their network to
pology from host system to USB networked devices
* Retrieved and acquired detailed topology information from the client by brea
king down their network and determining where the communication failed
* Analyzed root cause and where it was related to configuration and/or network
ing issues
* Collaborated with other clients within the same offices regarding their netw
orking, computer and application issues to determine cause
 * With customers' environments usually virtual machines set-up via ESX servers
, it required special installation for Digi's product
* Set-up and maintained ESX server; created several virtual machines with a Wi
ndows-based operating system
* Provided last line of support for the USB division before problem was sent t
o engineering
* Managed other USB support personnel in assisting them with lower-level probl
ems; determined which problem took higher priority base upon complexity of the p
roblem and potential customer revenue
* Utilized company's proprietary software as a database to keep track and moni
tor customer issues
Technical Support Engineer I (1998-2002)
* Collaborated in building this USB start-up; assisted in assembling USB hardw
are that shipped to customers worldwide
* Built and maintained the LAN, which consisted of 10 network nodes, a router
and two (2) switches
* Provided email and phone support for USB to serial, USB to 4-modem, and USB
hubs on Windows and Linux operating systems
* Maintained inventory parts and materials; ordered as needed
* Worked with Engineers on solving complex customer issues, which consisted of
analyzing serial data traffic, modem log files and analyzing Microsoft install
log files for installation issues
* Recreated customers' hardware setup that in order to further troubleshoot pr
oblems

MICHAEL J. SWIFT
Page 2
Technical and Desktop Support Specialist

Drug Emporium; Austin, Texas 1985-1996

Assistant Store Manager
* Oversaw several departments, including billing and receiving, stocking, phar
macy, cosmetics and cashiering; identified new ways that drove sales to achieve
goals
* Managed and directed operations and personnel functions
* Prepared budgets and forecasts, maintained policies and procedures, addresse
d performance opportunities and budget discrepancies
* Ensured maximum profitability and compliance with company standards and proc
edures were met
* Interviewed, hired and trained staff; led, coached and managed up to 30 empl
oyees depending on season and traffic
* Established atmosphere and energy of each department, increased profitabilit
y, maintained systems and oversaw inventory logistics
* Increased traffic, revenue and profits through assignment of various project
s; maintained accountability for departments' performance and housekeeping stand
ards; communicated merchandise sell-through and market trend information
* Achieved sales and goals; maximized selling during heavy traffic periods and
trained staff in doing so, while providing customer with a quick and efficient
checkout; take action in correcting below standard sales trends
* Acted as buyer for each department inventory; met with company Sales Represe
ntative, purchasing for department with direct ship initiatives
* Implemented contests and incentive programs for employees that maximized sal
es; performed local competitive and secret shops
* Developed company training programs; monitored training, selling, register a
nd customer service skills of employees
 * Conducted loss prevention orientations and presentations; educated employees
on tactics and guidelines

TECHNOLOGY:
OPERATING SYSTEMS: Windows 9.x/XP/2K/NT/Vista, Linux Red Hat and ESX Serve
r
SOFTWARE: Office, Open Office Suite, Adobe Suite, Terminal and Emulation
DATABASES: Oracle, SQL Server
NETWORK PROTOCOLS: FTP, TCP/IP, HTTP, SMTP and TCP Suite
LANGUAGES: Java Fundamentals

EDUCATION:
B.S. in Computer Information Systems, Park University; Kansas City, Missouri, G
PA 3.4, 2006
Studies focused on programming fundamentals (Java), database management, comput
er networking, economics, discreet mathematics, statistical analysis, computer i
nformation systems, and design, accounting, marketing, management, production ma
nagement and operations management
Southwest School of Electronics, Electronic Technician; Austin, Texas, GPA 3.7
Studies focused on radio repair, building simple electronic hardware-AM/FM radi
o, familiarization with electronic components and their interaction, AC/DC-simpl
e and complex circuits, troubleshooting circuits with multi=meter and oscillosco
pes, and basic computer logic

CERTIFIED: MCSE Certified (inactive)

AFFILIATIONS: Westlake Chamber of Commerce; South Austin Business Association
MILITARY: US Army-Distinguished Soldier of Boot Camp Graduating Class
LICENSE: Private Pilot's License (inactive)
MISC: Avid Chess Player, actively studying to achieve Expert Ranking
ACTIVITIES: Weightlifting, Magic, Electric Guitar and Breakfast Tacos!