MICHAEL C. ECCLES-JAMES
1785 Woodview Court, Apt F, Reynoldsburg, OH 43068 | Tel (614) 537-2056 | meccles1@gmailcom
DESKTOP SUPPORT ENGINEER / JR. SYSTEMS ADMINISTRATOR
Technical Skills Summary
Operating Systems: Windows XP, Vista, 7, 8; Windows Server 2008, 2012 R2, Linux OS including Debian, Red
Hat and Ubuntu;
Software, Tools &
Packages:
MS Office Suites, Symantec Endpoint Protection, Hyper-V Server, Lotus Notes, Service
Now, Configuration Manager (including Run-Advertised Programs, SCOM, SCCM Client,
Software Center, Orchestrator, R), Active Directory Administrative Center, WDS, DNS,
DHCP, WSUS, MDT 2013, Norton Ghost, Altiris. Proficient in Citrix Client, Cisco VPN
Client, Remote Desktop, and Wireless Network Client and desktop imaging systems
Education & Certifications
Education:
Bachelor of Science, Technology, Kent State University, Kent, OH
Associate of Applied Business, Computer Technology, Kent State University, Kent, OH
Certifications:
Network+, License Number: 9G4GSXHDYPBEYG2K
A+, License Number: LJTG0M0CVCQQ12CL
Work Experience
Exel Logistics (DHL)
Desktop Support Engineer - Consulting Firm, Westerville, OH
Backed up data, imaged workstations and configured user accounts (email, Lync, Lotus Notes, certificates)
Provided over-the-phone, desk side and remote Windows 7 and XP technical support.
Ensured users had access to shared network drives on new domain and managed active directory objects
(security groups, organizational units and user accounts).
9/2014 - 11/2014
Managed end user access to specific applications and public departmental shares
Performed warranty checks on faulty hardware and system parts (Dell & HP) and dispatched accordingly.
Utilized Service Now for documenting and closing open tickets during and after resolution.
Huntington Bank
6/2014 - 8/2014
Senior Support Technician - Consulting Firm, Columbus OH
Performed password resets and recovery for users locked out of their workstations.
Supported customers via telephone, email and remotely for windows 7 and Microsoft products.
Diagnosed and resolved customer problems (File, drive mappings and Print Services).
Participated in daily review of tickets to identify inefficiencies and develop methodologies to improve
troubleshooting methodologies.
Community Choice Financial (CCFI)
4/2014 - 5/2014
Encryption Specialist - Consulting Firm, Dublin, OH
Installed Symantec Encryption Client using PGP Encryption protocol on laptops remotely.
Followed up and documented with users that encryption was complete.
Created appointments and schedules daily documenting devices encrypted.
Utilized remote access extensively supporting up to 4 users simultaneously.
Rolls-Royce Energy
Desktop Support Engineer - Consulting Firm, Mount Vernon, OH
Diagnosed and resolved user profile drive mappings.
Installed and configured local and network printers.
Managed users and computers within Active Directory and Group Policy Management Console.
Used Configuration Manager in conjunction with SCCM to push applications.
11/2013 - 4/2014
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Setup Outlook Email accounts and restored email archives from .pst files.
Drafted installation guides for the engineering team to assist with the installation of specialized software.
Supported end users with their Blackberry devices and iPhones, syncing their devices with
Exchange server for email access.
Guided users though troubleshooting steps necessary for resolving remote access and resource connectivity
issues over VPN (Cisco AnyConnect / RSA)
Robert W Baird & Co
6/2013 - 11/2013
Lead Deployment Technician - Consulting Firm, Dublin, OH
Installed Power Edge T620 tower servers alongside APC Smart-UPS 1500 UPS units.
Performed memory and hard drive upgrades on Dell Latitude laptops and Samsung ultra books.
Managed up to 10 technicians per site during site migration efforts.
Drafted progress reports summarizing site migrations and suggesting areas that needed improvement.
JP Morgan Chase
Base 24 Application Support Consultant - Consulting Firm, Columbus, OH
Performed daily maintenance on the Base 24 ATM systems, monitoring ATM transactions as well
as network and system processes.
Provided technical support for the on-site installation team in partnership with the Bank’s
Infrastructure Department (including third party vendors such as Visa and MasterCard).
Drafted standard operating procedures for ATM provisioning steps to assist team members.
Used TACL and Pathway running on HP-Non Stop Servers to configure TCP/IP configurations
on nodes of Hyosung, NCR and Diebold ATM device handlers.
Wendy’s Company
6/2012 - 9/2012
Help Desk Consultant - Consulting Firm, Dublin, OH
Provided technical support for in-store employees and corporate executives.
Fixed technical issues related to Point of Sale (POS) terminals, network printers, Juniper access
Points, Fortinet Routers and Cisco Switches.
Administered user accounts in Active Directory on Windows Server 2008 R2
Worked closely with NEC to resolve menu display issues.
JP Morgan Chase & Co
3/2012 - 6/2012
Help Desk Tier II Consultant - Consulting Firm, Westerville, OH
Supervised on-site lead technicians during the 2012 Chase branch refresh project.
Deployed Window XP to multiple workstations remotely using PXE Boot technology.
Remotely configured and administered network printers (Lexmark T644)
Upgraded hard drives on HP G7 servers and re-imaged operating systems of branch employees.
Tracked project milestones, ensuring critical service level agreements were met.
Configured settings for newly installed / upgraded network printers.
Cardinal Health
12/2011 - 03/2012
User Access Control Administrator - Consulting Firm, Dublin, OH
Provided security administration and access to web applications and products offered by Cardinal Health.
Coordinated use account provisioning efforts during the Medical Business Transformation (MBT) project.
Setup user accounts and generated account setup verification emails for end-users which Sales Reps used for
product demonstration to pharmaceutical clients.
Ensured access to logistical and pharmaceutical ordering systems.
Performed add, modify, reactivate, deactivate, and delete functions on user accounts.
Setup user accounts and generated email verification for end-users. Ensured access to web based logistical and
pharmaceutical ordering application.
JP Morgan Chase & Co, Columbus, OH
2/2011 - 7/2011
Branch Technology Support Analyst
Provided technical support over the phone to branch employees.
Provided support for a wide range of hardware devices (Computers, networks, and branch equipment).
Diagnosed and resolved internet connectivity issues for wired and wireless connections and, connectivity to
local resources such as network printers, servers, scanners and shared drives.
Provided support for banking applications such as Customer Assist, Sale Express, E-Coupon, Teller Express and
Financial Service Desktop.
9/2012 - 11/2012
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Administered network access for branch employees using Active Directory.
JP Morgan Chase & Co, Columbus, OH
PC Resurrection, Columbus, OH
2/2010 - 2/2011
Banker Services Mortgage Researcher
Offered personalized mortgage services and support for chase branch and internal partners.
2/2005 - 2/2009
Owner/Computer Technician
Started viable computer business from ground up
Formatted and tested system hardware; Installed operating systems and application software;
replaced system boards; diagnosed and corrected hardware problems; Installed peripheral equipment.
Established trusting relationships with customers; provided help desk support as well as provided on-site and
remote assistance to customers in an effort to improve computer performance
Built computer systems to meet customer needs. Extensive experience with network maintenance including
security services, system resiliency, backup and restore.
Provide high level of customer service by answering client's inquiries in person and via telephone concerning
systems operation and recommending or performing remedial actions to correct problems based on knowledge
of system operation.
Installation and migration from Win 9x to XP. From XP to Vista. From XP to Windows 7.