Michael Gilson
290 Division st
San Francisco, CA 94301
407-451-9001
mgilson15@gmail.com
OBJECTIVE
A self-starter with excellent communication, supervisory, training and presentation skills. Offer proven success in supervising people with a positive, enthusiastic and assertive style. Organized, personable, multi-focused and self-motivated leader with good troubleshooting and problem solving skills.
PROFILE
Proficient in Lotus Notes, Microsoft Excel, Word, Powerpoint, Outlook, Citrix, Internet Explorer, Netscape, Avant, ConsoleOne, VPN, Mainframe, Telnet, Lexmark printers, WebCt, Blackboard, Angel, Remote Desktop Tool, GoToAssist HelpAlert, Active Directory, Macromedia Studio 8, Photoshop CS2, HTML hard coding, Soundforge, Acid, and Vertical Networks – Instant Office (VOIP PBX).
Operating Systems: DOS, UNIX, Windows 95,98, NT, 2000, and XP.
Experienced in ASP, database creation, Cisco 1720 Routers, Sun Server, Visual InterDev, Powerbuilder 8, Java applets and Java Script.
Completed Online Training Courses: 11/28/2003 UNIX:1 Introduction to UNIX 12/05/2003 Network+: 1 Network Topology and Operating Systems 12/11/2003 Network+: 2 Network Media and Elements
EMPLOYMENT
Affiliated Computer Services Inc., Celebration, FL 11/2005-Present
Helpdesk Specialist
Support users from almost all of Disney’s companies worldwide. Support over 2,000 applications and our helpdesk takes almost 750,000 calls a year from all over the world. I support all the applications necessary for our customers to do business. Here are just a few: Outlook, MS Office Suite, ticketing, point of sale, reservations, scheduling, customer relationship management (CRM), Citrix and remote access.
Sungard/Collegis Inc., Maitland, FL 11/2004-11/2005
Helpdesk Specialist
Supported over 500,000 faculty, staff, and students at 49 different colleges and universities around the United States. I started out as a Temporary employee in November to help with the high call volume. In demonstrating above average technical troubleshooting and customer service skills in the four months as a temporary employee, Sungard/Collegis decided to hire me on as a full time employee. Between my outstanding resolution rate (75% and higher), and Total calls answered (512 and higher) each month, I have proven to be a great asset to this company. Our help desk takes around 11,500 calls during our off peak months. During peak the help desk takes around 24,000 calls a month with my total calls answered as high as 944.
Freelancer, Casselberry, FL 2001-Present
Webmaster
www.potrerochiros.com - Developed website from scratch for a certified chiropractor office to help generate business and provide information with added visual appeal. I used Flash 5, Photoshop 7, and Dreamweaver to create this website.
www.aawoldesign.com - Developed the two flash intro movies on this site. They are under the graphic design tab. They were created with Flash 5 and images were formatted in Photoshop 6.
www.WCLNJ.com - Created the index on the left side of this web page. It was made with Flash 5.
www.atrayuesflawlist.com - Developed this site for a local band. Used Flash 5, Photoshop 6, and Dreamweaver 4 to produce this site.
Convergys, Heathrow, FL 7/2004-11/2004
Customer Service Representative
Was hired to provide customer relationship management software and services that create valuable relationships between our clients and their customers. Our client is Charter Communications (Cable Company), job includes ensuring all customers satisfaction and providing excellent technical support. The Client is always looking for me to up sell and inform our customers of new equipment and services. Convergys integrated communications operations management system (ICOMS) solution is designed specifically for the convergent video, high-speed data and telephony market. Uniquely designed to meet cable and broadband operators’ subscriber, billing and operations management requirements. ICOMS billing system supports the Western division customers.
Robert Half Technology, Orlando, FL 5/2004-6/2004
Facilitator
Robert Half Technology (RHI) gave me a full day of training on basic operation and some new advantages of the new Toshiba Portege Tablet PC. They also went over a couple pieces of software that was installed on the Sales representative’s pc (Outlook 2003, Nortel VPN, MCI dial-up). My job was to fly out to Chicago, IL and assist with a one day training session given to a class of fifteen Sepracor Sales reps. My responsibilities included answering questions, providing training assistance, and promoting both the timeliness and fluidness of the project.
HSBC/Household International, Bridgewater, NJ 6/2001-4/2004
Helpdesk Specialist
Responsibilities: Supported the installation of the Vertical Networks’ Instant Office (Integrated Communication Platform for voice and data networks), to branch locations across the United States. The installation entailed transferring voice and data over T1 circuits provided by AT&T (voice over IP), installing Cisco 1720 routers, and troubleshooting network configurations (SCSI hard drives and Sun Microsystems servers). Provided phone support to branch offices that had been previously installed with the Instant Office system. Typical problems included reconfiguring the Instant Office system to the specifications of branches and dispatching technicians. Major problems involved troubleshooting failed connections on the T1 circuit, when the server, telephones, and router were down. This required me to remotely login to the Sun server or Instant Office to reconfigure and repair any damaged folders or files. Trained and continued to work with the Bridgewater, NJ, helpdesk on any technical issues that may have arise with the Vertical PBX.
Was involved with training the Bridgewater, NJ, helpdesk on the new Connect intranet site. Developed Training documents and did one-on-one training to get the helpdesk up to speed for rollout out date. Household flew me to the Prospect Heights, IL site to train on the new Connect intranet site.
Worked under Leroy Jones in the rollout of the ESAP conversion at the Bridgewater, NJ, site. Our team worked long nights and weekends on replacing and re-imaging computers. Made sure the Novell client was pulling down and that all necessary NAL objects for each user were installed on PC. Also resolved issues from troubleshooting missing H:/drives (personal network drive) to replacing missing shortcuts on the desktop.
Worked on the second level support team for the XP project. We supported the level 1 temporary helpdesk in Wooddale, IL, on any issue they can not resolve. The project entailed replacing all computers in the consumer lending offices to new HP machines running Windows XP. Also changed over IP address on the server, Instant Office, and printer.
In November 2003, switched over to the nighttime shift within the helpdesk to manage more critical issues occurring with our tier one merchants (QVC, Best Buy, Value City, Roomstore, Comp USA etc). Managers needed someone they could rely on (in the event of a crisis situation) to grasp the issue at hand, and to ensure that necessary tech support groups were involved as quickly as possible. Before taking on this position, I was averaging about seventy to ninety calls a day with a resolution rate of approximately fifty percent on the daytime shift.
Metro Digital Media Artists, Califon, NJ 2000-2001
Webmaster
Was responsible for the development and management of official web sites using Flash 4 and 5, Photoshop 5.5 and 6, Soundforge, Generator 2, and Dreamweaver 3 and 4. Performed back-end coding, fixed up web sites, and produced sites for publishing day.
Projects included:
www.streetwise.com - Managed this site by making sure that it was ready for publishing day, with new content for the site each month, and upload it to the Web. Used Flash 4 and 5, Photoshop 5.5 and 6, Soundforge, Generator 2, and Dreamweaver 3 and 4 to create and maintain this web site.
www.harvestconsult.com - Made corrections to this site in order to get it ready for publishing date. Worked with Flash 5, Dreamweaver 4 and Photoshop 6 on this project.
www.metrodma.com - Developed the navigation bar at the bottom of the screen. Created with Flash 5.
EDUCATION
Bernards High School, Bernardsville, NJ 1996-2000
Graduated
Courses included Web design (Flash, Photoshop), and all AP courses.
References
Charlie Knittel 908-203-2772 (Remote Support Analyst)
Leroy Jones 302-218-8928 (Consultant Distr Sys Support)
Steve Surdykowski 908-203-4253 (System Technician)
Ray Lacerna 908-203-2764 (Associate Systems Programmer)
Sandra Lee 813-571-8941 (Mgr - Business Systems Mortgage Services)
Rodney Walker 908-203-2766 (Sr Consultant Support Systems)
Eric Benitez 407-849-2983 (Robert Half Technology)
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