Mitchell A. McQueen

Fairfield, OH 45014

 

 

SUMMARY

 

A results-driven, detail-oriented Information Technology Support professional; skilled in solving complex hardware and software problems. Proven ability to adapt to changing priorities in a fast-paced environment and maintain a positive attitude while displaying a strong work ethic.

 

TECHNICAL EXPERIENCE

 

Experienced Field Services/Desktop Engineer

Experienced Windows NT 4.0, 2000 and 2003 Server Administrator

Experienced Cisco Certified Network Associate

Experienced Microsoft Certified Systems Engineer

Experienced LAN/WAN Administrator

Experience with DHCP, WINS, DNS, and DHCP servers, plus TCP/IP configuration and management.

Background with Cisco, 3-Com, and IBM routers, switches, and backbone systems

 

 

EDUCATION/TRAINING

 

Alabama A&M University

Telecommunications / Radio & Television Broadcasting (Huntsville, Alabama)

 

Certificate - Computer Systems & Programming / Local Area Networking

Computer Learning Center (Los Angeles, California)

 

Certified Cisco Training (Boot-Camp)

NT Schools (Ft. Lauderdale, Florida)

 

 

CERTIFICATIONS

 

·              A+ - Comp TIA A+ Certification  (Current)

·              Microsoft MCSE (Expired)

·              Cisco CCNA/CCDA (Expired)

 

 

MILITARY SERVICE

U. S. Air Force – Hurlburt Field, Florida

Aircraft Armament Systems Specialist

Security Clearance: Top Secret

Honorable Discharge: August 1983

 

 

 

 

 

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PROFESSIONAL EXPERIENCE

 

 

Farenheit IT 2015 – Present

Advanced Technical Services Engineer

 

Serves as a remote customer contact on technical and service related problems.

 

•         Conducts extended/advanced-level problem diagnostics, resolves issues and documents problem resolution.

 

•         Provides remote diagnostics, troubleshooting and resolution of local system faults, networking problems and diagnosing and resolving various hardware and software related issues.

 

•         Performs Tier 2 and 3 problem resolution and ticket escalation support, conducts extended problem diagnostics, and resolution.

 

 

 

TechSoft Systems, Inc.2015 - 2015

Technical Support Engineer

 

Acted as a single point of contact for Business Associates for maintenance and support within the organization’s desktop computing and network server environment.

 

·  Provided onsite support, diagnostics and repair of desktops, laptops, printers, peripherals and other technical related issues.

·  Maintained computing environment by managing assets and inventory, installing upgrades, and monitoring system performance.

·  Provided network administration services such as maintaining servers, creating user accounts in active directory, setting up group policies and creating user mailboxes in Microsoft Exchange.

 

 

Dell Computer Corporation   2009 - 2015

Field Services Technical Analyst

 

Responsible for administering front-line technical support to on-site and remote associates by diagnosing and resolving hardware, software, and mobile phone issues.

·  Monitored, documented, and resolved IT tickets ensuring work assignments were completed to end user satisfaction.

 

 

 

 

 

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·  Installed and rebuilt new and existing laptops and desktops and configured hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.

·  Repaired and recovered from hardware or software failures. Coordinated and communicated with impacted users.

 

Anthem Blue Cross & Blue Shield  2002 - 2009

Field Service Engineer

 

Acted as a single point of contact for Business Partners to request and receive computer maintenance and support and within the organization’s desktop computing environment.

·  Provided onsite and remote support, diagnostics and repair of desktops, laptops, printers, peripherals and phone and other technical related issues.

·  Analyzed, diagnosed and resolved complex network connectivity issues, and provided low-level wireless network support.

·  Investigated customer issues and developed a plan of resolution, while utilizing all available technical resources to resolve customer problems.

·  Performed desktop phone moves, phone connection punch-downs and programming.

 

Siemens Business Systems 2000 – 2002

Network Systems Engineer

 

Provided top-level network support for a major automotive manufacturer.  Performed daily configuration and troubleshooting, monitored and maintained network switches, routers and related equipment.

·  Facilitated and maintained accurate system backups and kept up to date system logs.

·  Wired patch panels and configured network equipment and related subsystems.

·  Provided VOIP, video conferencing and wireless network support.

 

 

MILITARY SERVICE

 

U.S. Air Force – Hurlburt Field, Florida

AFSC:  Aircraft Armament Systems Specialist

Honorable Discharge:  August 1983