Michael S Herman

19 Becket St • Lake Oswego, OR 97035 • 971-222-5978

michael@michaelherman.org

Career Objective & Goals

Looking for a Long-Term opportunity, preferably

somewhere where I can grow with a company.

Am a logical/creative thinker, who is able to handle

1st/2nd line support calls, analyze and investigate

problems, implement fixes, and escalate calls as needed

Am very resourceful, and willing to take ownership of

problems until they are resolved.

Am looking to keep furthering my education, and

attaining the certifications I need in the industry, to be

able to perform at the highest levels of my ability.

Can provide good character witnesses and references

that can attest to my attention to detail, customer

service, and meeting SLA expectations.

Software/Hardware Experience

• OS – WinXP, WinV, Win7, Win8, Linux

• IT Tools – Airwatch, TrackIt, Remedy, OpManager,

Active Directory, Bitlocker, PGP, SCCM 2012, Citrix,

JIRA, MobileIron,

• Office Software – Office 2007, 2010, and 2013

(including Lync, Visio, and Project)

• SharePoint administration (Folder/Document

management, Wiki Page setup.

• Peripheral setup and Management (Printers, Flash

Drives, etc.)

Employmen t History

Helpdesk Support - Apex Systems, Greenbrier Companies (Lake Oswego, Or) – Consultant FT 11/2014 - 3/2015

• Environment – Win7, JIRA Ticketing, MobileIron (iPhone/iPad), AD Management

• Worked full Heldesk/Desktop Support. Assisted with new user setup, troubleshooting VPN/Citrix connectivity, iPhone/iPad

Management, Hardware issues, Software setup and Configuration, Citrix Applications, and VDI Desktops.

Helpdesk Support - Vanderhouwen & Assoc, for Oregon Metro

• Environment - Win7, Win8, SCCM 2012, Manage Engine (ServiceDesk, ADManager Plus, OPManager)

• Worked full Heldesk/Desktop Support filling in for 3 employees out on sick leave.

(Portland, Or) – Consultant FT

8/2014 - 9/2014

Support included Active Directory (acct

Setup, Email setup), New Desktop builds, VOIP Support, Conference room setup/prep, Remote and Phone support.

Infrastructure Engineer IV - Volt Technical, for Standard Insurance (Portland, Or) – Consultant FT

• Environment - Win7, SCCM 2012, Impact Ticketing, Active Directory, Citrix

• XP to Win7 Migration Project. Worked with team to Deploy, Inventory, and Troubleshoot new Win7 Migrations.

Level 3 Desktop Support Tech - Compucom, for Intel (Hillsboro, Or) – Consultant FT

• Environment - Win7, Win8, ICMP Intel Ticketing, Intel Proprietary IT Software for troubleshooting

• Hardware/Software break-fix work, deploying new laptops to customers

10/2013 - 6/2014

4/2013 – 9/2013

Key Skills

Knowledge Of -

• IT Maintenance

• Outlook/Email Configuration and Setup

• Hardware and Software Troubleshooting

• IT Infrastructure (Inventory, Assets, Distribution)

• Software Compliance and Licensing

• Basic Network Support

Key Competencies –

• Strive to always provide the best Customer Service

and fulfilling SLA expectations to the best of my

ability. (No matter how difficult a situation it can be)

• Ability to grasp technical concepts quickly and easily

• Being able to Triage and Prioritize tasks when dealing

with ever changing situations.

• Identify, research, and resolve technical issues of

varying difficulty.

• Use instructions and pre-established guidelines to

perform my job function effectively.

• Knowing when to exercise independent judgment,

and when to escalate to senior help.

• Document, Track, and Monitor each situation in

detail to assist with resolution in future, and adding

to existing KB Articles when needed.

IT Helpdesk - Volt Technical, for Insitu Inc. (Hood River, Or) – Consultant FT

• Environment - WinXP, Win7, SCCM 2012, TrackIt, Airwatch, Credent, Bitlocker, LanDesk, PXE, Office 07/10, ActDir, Citrix

• Worked with group of 6 others, managing 1300+ users - Assisted in writing IT Helpdesk Documents and How-To’s for end

users to access - Took lead in project to convert users over to Bitlocker from Credent - Closed 1400 tickets in 51 weeks.

IT Helpdesk - Insight Global, for Farmers Insurance Call Ctr (Hillsboro, Or) – Consultant FT

IT Break/Fix Tech - Anu Resources, for Chase Bank Branches – Consultant PT

Driver Mapping Technician - Adecco, for Google Street View – Consultant FT

Printer Install Tech - Barrister Services, for HP/Walmart – Consultant PT

Driver/Multimedia Tech - All Points Media (Beaverton, Or) – Direct FT

• Environment - WinXP, Win7, Remedy, PXE, Norton Ghost, ActDir

• Contract project, to Deploy 170 Laptops, 90 Desktops, and 180 LCD Monitors - would assist with imaging, user state

migrations, and new employee setups/configurations - Assisted in setting up new asset tracking database

• Environment – WinV, Win7, PXE, Norton Ghost, ActDir, Cisco

• Performed Break/Fix for Hardware/Software issues, at multiple bank branches in PacNW - Tech Lead in Project

converting WaMu branches over to Chase - Performed Cisco Router hardware upgrades -

2/2012 - 3/2013

2/2011 - 6/2011

8/2008 - 2/2012

• Environment - Linux, WinXP, Google Proprietary Mapping Software, LiveView GPS Software

• Drove Google SV car, coverage area being SW Or, Central Or, and Oregon Coast - Maintained onboard computers, GPS

calibrations, and Camera/Laser units on top of vehicle - Included week of training at Google in Mt View, Ca

4/2009 – 10/2009

• Environment - Win7, HP Proprietary Software for its Print/Imaging services

• Contract project, including 2 weeks training at HP in Corvallis - Performed complete hardware/software setups as lead tech to

install HP Photosmart Printers at Walmart locations throughout SW and NW Oregon

• Environment - Win2000, WinXP, Proprietary Split screen imaging software, Office 2003

• Drove multimedia equipped box truck w/ 6 Video screens - Would work as Brand Ambassador but primary job would be to

make sure computers, video controls, and projectors stayed running properly.

Electrical Drafter - Volt Technical, for IDC/CH2MHill (Portland, Or) – Consultant FT

Electrical Drafter - James D Graham & Assoc (Portland Or) – Direct FT

• Environment - WinXP, AutoCAD 2002, Office XP, Simplex F/LS Software

• Worked on As-Built drawings for new buildings that Intel Acquired, and then redlines for new Life/Safety systems

• Environment - WinME, AutoCAD 2000, Simplex F/LS Software, Office 2000, AutoLisp (AutoCAD Scripting)

• Worked on Fire/Life Safety projects for Salem Hospital, Corvallis SD, and City of Portland

Telecom Drafter - Teksystems, for David Evans & Assoc (Portland Or) – Consultant FT

1/2009 – 4/2009

7/2006 – 9/2007

4/2004 – 9/2004

11/1999 – 2/2001

• Environment - Win3.11, Win98, AutoCAD 2000, Visio 2000, Copan Survey

• Worked on Projects for Level3, doing as-built drawings for new underground construction for their Fiber project in

Washington State - Work on Project for American Tower, updating drawings/data for sites acquired in Mexico.

Mapping Tech/QA Specialist - Pro-Tem, for Pacific Power (Portland, Or) – Consultant FT

9/1998 – 8/1999

• Environment - Win3.11, AutoCAD Map 2, Office 98, ADE, Arc/GIS, PacPower Proprietary Mapping database

• QA’ed Facilities Maps - Helped implement user guide for QA Process of maps and procedures for integrating new GIS

technology into the Facilities Mapping Project - Would draw as-builts, elevations, and site plans when necessary.

5/1997 - 8/1998

I got to work on some pretty exciting and influential projects over the years, and have learned on my own to gain more knowledge

in the IT Field, along with the IT opportunities over the last few years, have been able to achieve higher goals. I can go into these

jobs more in detail, and the things I was able to accomplish upon interview.

Education

1994-1996 - Attended ITT Tech of Portland, and got my 2 year AS degree in Drafting.

2012-2013 - Currently taking CES50 Intro to Computer Science through Edx.org - Final test late summer 2014

Have taken noncredit courses in Computer Science and other General Studies at times over the past 15 years to further my

education and help with career advancement.

Currently studying for my A+ (801/802), MCTS, and MCITP - Anticipate being able to take A+ 801/801 Summer of 2015

Outside Activities

Motorsports Flagging, Communications, and Intervention Marshal for 24 Years (F1, Indycar, IMSA). Gained leadership skills here

that I could never have achieved in the workplace. Still work 5-8 Pro racing events per year.