Michel-Ange Bernard
Hallandale,Forida
Summary
To obtain a permanent position as an IT specialist within a professional environment that enables me to maximize and advance my knowledge and experience through continuing training and education.
Senior Information Systems Technician Specialist with over 20 years of proven IT experience Solid knowledge in information system and communication network maintenance, installation, troubleshooting, administrative support, and user management Skilled in troubleshooting and implementing enterprise networks to ensure seamless operations. With a strong background in DOD network infrastructure, my collaboration and communication skills allow me to work effectively with diverse teams. Highly effective team player, with proven success in quality control, customer service, technical support and operation analysis Recipient of multiple awards for outstanding performance and professionalism. Including City Furniture Infrastructure Associate of the Year Award 2021 Seeking position that requires creating systems and processes to improve quality, productivity and the company’s bottom life
Overview
27
27
years of professional experience
1
1
Certification
Work History
IT Systems Support Specialist Senior
Vectrus/V2X
Kuwait
05.2023 - Current
- Apply understanding and knowledge of information of systems products and services to provide technical, software, hardware and network problem resolution to all Camp Buehring users
- Performing question/problem diagnosis and guiding users through step-by-step solutions in a service center environment; clearly communicate technical solutions in a user-friendly professional manner
- Escalates complex technical issues using the Remedy ticket submission system
- Responsible for recognizing, researching, isolating, and resolving information systems problems and coordinates referrals to appropriate technical, professional, or service personnel for appropriate service, repairs, training, and follow-up
- Maintain, operate, and upgrade all Automation Data Processing Equipment (ADPE), currently consisting of servers, PC systems, (CPU, monitor, keyboard, mouse) laptops, Network MF printers, DSN/VOIP phones, and other small peripheral items (KVM switches, CAC readers, etc.)
- All aspects of system support to include but not limited to Microsoft Windows Server Active Directory and domain, WINS, DNS, print queues, maintenance of database systems and software, installation of patches and updates as mandated
- Review diagnostics and assess the functionality and efficiency of systems
- Support, troubleshoot and maintain computer servers and network
- Maintaining company’s software, EMR system and computer equipment
- Configuring mobile devices for email use with authenticator app enabled for MFA
- Manage user accounts, credentials, permissions, access right and active directory administration
- Provide technical support and training for staff
- Maintain notes and logs on computer assistance provided, computer settings and computer asset inventory database.
IT Systems Support Specialist
Heico Corp
Hollywood
02.2023 - 05.2023
- Act as the primary Customer Service interface/contact between Information Technology (IT) and HEICO Team Members
- Provide high quality technical support and timely resolutions to Team Member incidents, problems & requests
- Study, analyze, evaluate and document current and projected computer-based applications, requests implementation and maintenance of revised or new systems as well as software maintenance/problem issues in order to ensure proper completion and/or resolution
- Respond to all incidents, problems, requests and electronic contacts (e.g...
- Phone calls, Emails, Web requests, etc.) within the established Service Level Agreements (SLA's)
- Monitor and track incidents, problems and requests to ensure progress and accurate resolutions
- Work with other IT areas in order to maximize incident, problem, request resolution and meet SLA's
- Perform root cause analysis and develop new resolutions to frequently occurring incidents and problems
- Contribute to Knowledge base in order to aid the troubleshooting process and to avoid future incident/problem re-occurrence
- Review diagnostics and assess the functionality and efficiency of systems
- Ensures escalation procedures are followed in order to expedite incident/problem resolution or request completion
- Ensures constant follow-up is established with Team Members until issue is resolved or request is completed
- Document incidents/problems and requests with accurate and detailed description
- Cross-train with second level support in order to provide better incident/problem
- Maintain notes and logs on computer assistance provided, computer settings and computer asset inventory database
- Provides constant follow-up on assignments and Email queues.
IT System administrator I
Acuity International – CHS Middle East Project
Balad AB
04.2022 - 12.2022
- Responsible for system performance, reliability, security and optimization of computer systems
- Regularly evaluating IT systems to ensure they meet necessary demands
- Assisting with managing, workstations and peripherals
- Modify and support the hospital’s computer systems and business applications
- Supporting the day-to-day operations of end user’s workstations and any other peripherals
- Review diagnostics and assess the functionality and efficiency of systems
- Support, troubleshoot and maintain computer servers and network
- Maintaining company’s software, EMR system and computer equipment
- Configuring mobile devices for email use with authenticator app enabled for MFA
- Manage user accounts, credentials, permissions, access right and active directory administration
- Joins and removes client computers to and from Microsoft Active Directory domains
- Provide technical support and training for the entire medical staff
- Maintain notes and logs on computer assistance provided, computer settings and computer asset inventory database.
Senior NOC Systems Support Engineer
City Furniture Corporate Office
Tamarac
10.2016 - 04.2022
- Responsible for the 24x7x365 monitoring of all critical systems and answering customer support calls
- Collected frequently asked questions and wrote formal answers to ensure accuracy of responses and consistency with other IT support personnel
- Actively tracked and followed up on trouble tickets, reducing average response time from three days to two hours
- Reported on common problems and complaints, escalating accordingly to senior technicians when required
- Document all call interactions using trouble ticket tracking system software
- Configuring/troubleshooting VPN connection, network and internet connectivity
- Performed maintenance of personal computers, network peripherals, routers and switches
- Configuration of network peripherals, wireless and barcode printers, iPad, Tablets, iPhones and Android phones
- Maintaining company’s software and computer equipment
- Configuring mobile devices, computers, printers, scanners for use on AS400 IMB iSeries
- Active directory users enabling/disabling, password reset, setting up permission
- AS400 user creation, enabling/disabling, password reset, setting up permission
- Setting up Management Application Software for two factor authentication.
Network Technician/Tech Support/Helpdesk/Field Technician
Vertical Computer Systems
Pompano
10.2007 - 10.2016
- Provide technical assistance to business associates via telephone, email, remote access and onsite support
- Collected frequently asked questions and wrote formal answers to ensure accuracy of responses and consistency with other tech support personnel
- Actively tracked and followed up on trouble tickets, reducing average response time from three days to two hours
- Reported on common problems and complaints, escalating accordingly to senior technicians when required
- Document all call interactions using trouble ticket tracking system software
- Troubleshooting of network and internet connectivity, workstations and printer connectivity
- Performed maintenance of personal computers, network printers, routers/firewalls and switches
- Prepared RJ45 cables for internet connections, networked and non-networked devices
- Configuration of site-to-site VPN, perform maintenance and troubleshooting
- Provide assistance in setting up new business location for new clients (Project Management)
- Assisted financial and office personnel with hardware, software and network connectivity issues
- Upgrade application software and verify version compliance.
Technical Support (Tier I/Tier II)
Call Center TelePerformance Group
North Lauderdale
07.2001 - 10.2007
- Received two promotions within the first nine months of employment
- Troubleshot, diagnosed and corrected internet connectivity and computer issues
- Effectively handled final call resolutions with minimum to no escalations
- Assistance in configuring DSL/Cable modems, home network, laptops and desktops
- Educated customers about EMI/RFI, use of filters and splitters, spyware, virus and spam removal
- Configured internet browsers such as Internet Explorer, Firefox, Google Chrome, Safari
- Assisting with e-mail client configuration such as Outlook Express, Outlook, Apple mail
- Provide support to customers in setting home networking and other network devices
- Used Siebel and Consolidated Retail GUI (CRG) to track call interactions
- Installation of wireless cards, and USB adapters.
Computer Technician/Field Service Technician
Computer Bargains
Miami
05.1997 - 07.2001
- Performed in-home warranty service throughout South Florida servicing customer computer problems
- Repaired, serviced, and replaced parts, boards, and equipment for Dell, Acer, Toshiba, Hewlett Packard, IBM PCs
- Troubleshooting of personal computers and peripheral equipment, diagnose PC problems and provide solutions
- Building computer from ground up to the component level, software installation and upgrade
- Installs, configures, upgrades, maintains and troubleshoots end user computers and peripherals
- Responsible for PCs and computer parts inventory.
Education
Diploma - Applied Cyber Security
McFatter Technical College
Davie, FL07-2020
Skills
- Operating Systems
- Windows 10/11 Enterprise/ AS400 IBM iSeries/Citrix
- Basic knowledge of MAC OSX
- Basic knowledge of Sever 2003/2008/2012/2019, MS Exchange
- Basic knowledge of Red Hat Linux/Fedora/Ubuntu
- Active Directory users, objects, GPO
- Assemble PCs and Laptops to the component level
- Firewalls, Switches, Hubs, MFD, Scanners, CAC
- Install, configure and troubleshoot internet network device
- Hardware Firewall: Multitech, Netgear, Juniper SSg-5
- Barcode scanners, inventory scanners
- Digi Port Server, Hubs and Switches
- OKTA integration, account creation and Support
- Microsoft and Google Authenticators
- Node32, Norton, MacAfee, Trellix
- NIPR/SIPR
- WAP, Hardware firewalls
- Subnet Masking, IP Addressing
- TCP/IP/LAN,WAN, DHCP, DNS, SFTP, SSH
- Routers, Switches, Firewalls, Network MFDs
- SSg5, Multitech, Netgear, Linksys
- Microsoft Office 365, Microsoft Teams, Google meet
- Zoom, TeamViewer, VNC, Logmein, Tanium
- MAAS360 MDM, Service Now, Remedy ITSM, IBM Maximo, Jira, Zendesk, Cisco Unity, Cisco Webex, Cisco AnyConnect, Cisco Jabber, CUCM, AWS desktop, Zello, Podium, PowerShell
- Strong written and oral communication skills
- Fluent in English, French, Creole, Basic Spanish
- Information Security
- Network Administration
- Client Relations
- Remote Support
- Incident Management
- Virtualization Technologies
- IT Security Management
- Network configuration
- Mobile Device Management
- Hardware Configuration
- System Configuration
- Hardware Installation
- Technical Support
- Technical training
- Customer Support
- Training and mentoring
- Problem-solving abilities
- Professionalism
- Effective Communication
- Helpdesk administration
- Problem-solving aptitude
- Diagnostic Testing
- System Administration
- Analytical Thinking
- Hardware replacement
- System Upgrades
- IT service management
- Software Installation
- Problem-Solving
- OSI network layers
- Root Cause Analysis
- Organizational Skills
- Network protocols
- Interpersonal Skills
- Troubleshooting skills
- Attention to Detail
- Analytical Skills
- Reliability
- IT service delivery
- Team Collaboration
- Windows Server
- VoIP Systems
- Time management abilities
- Staff Assistance
- Written Communication
- User Support
- Project Management
- Component Installation
- Failure resolution
- Continuous Improvement
- Excellent Communication
- Support Services
- Interpersonal Communication
- Multitasking
- Change Management
Certification
- Comptia A+
- Network+
- Security+
- Peoplecert ITIL 4 Foundation
- MD-102 Microsoft 365 Certified: Endpoint Administrator Associate
Skillsabilities
Windows 10/11 Enterprise/AS400 IBM iSeries/Citrix, Basic knowledge of MAC OSX, Basic knowledge of Sever 2003/2008/2012/2019, MS Exchange, Basic knowledge of Red Hat Linux/Fedora/Ubuntu, Active Directory users, objects, GPO, Assemble PCs and Laptops to the component level, Firewalls, Switches, Hubs, MFD, Scanners, CAC, Install, configure and troubleshoot internet network device, Hardware Firewall: Multitech, Netgear, Juniper SSg-5, Barcode scanners, inventory scanners, Digi Port Server, Hubs and Switches, OKTA integration, account creation and Support, Microsoft and Google Authenticators, Node32, Norton, MacAfee, Trellix, NIPR/SIPR, WAP, Hardware firewalls, Subnet Masking, IP Addressing, TCP/IP/LAN, WAN, DHCP, DNS, SFTP, SSH, Routers, Switches, Firewalls, Network MFDs, SSg5, Multitech, Netgear, Linksys, Microsoft Office 365, Microsoft Teams, Google meet, Zoom, TeamViewer, VNC, Logmein, Tanium, MAAS360 MDM, Service Now, Remedy ITSM, IBM Maximo, Jira, Zendesk, Cisco Unity, Cisco Webex, Cisco AnyConnect, Cisco Jabber, CUCM, AWS desktop, Zello, Podium, PowerShell, Strong written and oral communication skills, Fluent in English, French, Creole, Basic Spanish
References
Will be furnished upon request
Timeline
IT Systems Support Specialist Senior
Vectrus/V2X
05.2023 - Current
IT Systems Support Specialist
Heico Corp
02.2023 - 05.2023
IT System administrator I
Acuity International – CHS Middle East Project
04.2022 - 12.2022
Senior NOC Systems Support Engineer
City Furniture Corporate Office
10.2016 - 04.2022
Network Technician/Tech Support/Helpdesk/Field Technician
Vertical Computer Systems
10.2007 - 10.2016
Technical Support (Tier I/Tier II)
Call Center TelePerformance Group
07.2001 - 10.2007
Computer Technician/Field Service Technician
Computer Bargains
05.1997 - 07.2001
Diploma - Applied Cyber Security
McFatter Technical College
Similar Profiles
James DeanJames Dean
Aircraft Structural Mechanic / Quality Inspector at Vectrus/V2XAircraft Structural Mechanic / Quality Inspector at Vectrus/V2X
Bilind AlissaBilind Alissa
Maintenance Mechanic Lead at Vectrus a Subsidiary of V2XMaintenance Mechanic Lead at Vectrus a Subsidiary of V2X
SHAWN BRADYSHAWN BRADY
Project Controls / Logistics Specialist at VECTRUS/ V2XProject Controls / Logistics Specialist at VECTRUS/ V2X
Jordan LebeauJordan Lebeau
General Laborer at Agler Kitchen Bath and FloorGeneral Laborer at Agler Kitchen Bath and Floor
IRINA BEYDER PHD MBAIRINA BEYDER PHD MBA
Chief Executive Officer at InterConnected Therapeutics And Consulting, LLCChief Executive Officer at InterConnected Therapeutics And Consulting, LLC