Aaron McNeil

15509 Oxley St
Winter Garden, FL
ame8cd46@westpost.net
Phone: 407-491-9100 (c)

SUMMARY OF QUALIFICATIONS
Technically sophisticated information technology specialist with solid experienc
e supporting software/hardware systems and performing equipment upgrades under a
dverse conditions.
PROFESSIONAL EXPERIENCE
MSC Care Management / Desktop Support Technician June 2010 Present
Provided technical support for standard PCs, Laptops and Thin Client Computers
utilizing standard processes, tools, and policies,
Remote administration tools are used whenever possible to minimize interruption
s and provide faster service
Provided desktop support to end users on all pc, ip printing support, network c
onnectivity issues
Served as a single point of contact for all IT related issues
Manage external suppliers / vendor relationships, including authority, invoice
& purchase order processing (including Telecoms, Networks, Hardware support
Developed the standard procedure and policy for standard images
Provide meeting room support for Video Conferencing, laptop and projector setup
s
Independent Contractor/ Desktop Support Technician June 2005 September 2009
Provided Desktop support to all end users on all pc, ip printing support, netwo
rk connectivity issues
Utilized SMS and Deployment Console as a remote management tool for advanced tr
oubleshooting
Utilized Altiris web based ticketing system for performing system upgrades, cus
tomizing ticketing reports
Tested and Certified to represent as a Dell Contractor
Performed daily reports and statistical analysis of Help Desk performance metri
cs
Monitored telephone queues and performance of inbound and outgoing calls presen
ted
Monitored the performance of Help Desk Analyst and offered training when necess
ary
Provided user and client support through inbound and outbound calls; also provi
ded support through email and chat.
Reset passwords, add and removed users to and from groups and verified user inf
ormation in Active Directory
Maintained working knowledge of clients proprietary software applications
Provided support on Microsoft Office 2003 & 2007 Applications including Outlook
, Word, Excel, and PowerPoint
Utilized Systems Management Server to remotely connect for troubleshooting and
software installations
Utilized Server 2003 to grant and or limit folder permissions
Provided wireless internet access to outside contractors
Served as liaison for clients through third party helpdesks
Made outbound calls to global test centers sites to get system level changes co
mpleted as well as validation process.
Troubleshooting PC issues, Cisco Networks, and Firewall Implementation
Troubleshooting of technical issues regarding connectivity, configuration and a
pplication functionality
Diagnostic processing and documentation of technical troubleshooting informatio
n
 Maintained case ownership through full resolution
Maintained working knowledge of critical network systems & components including
, but not limited to, routers, switches, registers, register peripherals, struct
ured cabling and wireless equipment
Maintained familiarity with, and utilized all methods of communication resource
s including, but not limited to, telephone, voice mail, email, PCAnywhere and We
b Chat
Provided mentoring to more junior members of staff
Managed PC refresh project
Certified as a Dell Tech Support representative
Clients included TEKsystems, Georgetown University Hospital, Providence Hospital
, Erickson Retirement Communities, Prometric, e4e, Dollar Tree Stores, & ICT Gro
up
Office Max, Newport News, VA Jan 2003 - Mar
2005
Electronics Products Specialist
Professionally and thoroughly trained in the areas of analyzing customer needs
and offering computer hardware, software and peripherals to meet their needs
Acted as point of contact for inquiries regarding computer networking and wirel
ess networking
Attended numerous seminars regarding computer products and technology
Trained existing associates to enhance store productivity and stay abreast of t
he latest computer technologies
EDUCATION & CERTIFICATION
ECPI School of Technology, Newport News, VA 2004
Computer Network Technology, Associate of Science Program
9 Months of Coursework Completed