Michael Lloyd

MICHAEL D. LLOYD A+ MCP 354 South Whitestone Drive Anaheim Hills, California-- TECHNOLOGY SUPPORT PROFESSIONAL TECHNICAL WRITER INFORMATION TECHNOLOGY and BUSINESS SPECIALIZATION Motivated self-starter with strong interpersonal skills, committed to achieving the highest level of customer satisfaction. Able to effectively communicate with managers, non-technical / technical staff and customers to accomplish company goals and influence decision making. Refined writing, editing and verbal communication. Proficient in developing creative solutions to satisfy business needs through the use of technology. Technical Writing / Creative and Critical Thinking / Graphic Design Project Planning and Management / Network Administration Extensive Information Technology and Business Experience Objective: Obtain a challenging Information technology and/or technical Writing position with the opportunity to contribute significantly to the company mission and goals. Professional Experience COMPUTER TECHNICIAN, GRAPHIC DESIGNER, TECHNICAL WRITER Computer and Design Solutions, Irvine, California Jan 2016 - Present Medium and Small Businesses, and Homes • Writing including marketing literature, brochures, resumés and business documents. • Graphic design including marketing literature layout, forms design and logo creation/recreation. • Extensively edited Web Builder application manual for clarity and technical accuracy. • Resolve complex hardware and software problems in diverse environments. • Provide business and technology solutions to improve usability and workflow. • Provide disaster recovery solutions for servers and workstations with simple restore process. COMPUTER SUPPORT PROFESSIONAL Creative Computer Solutions, Pontiac, Michigan Jun 2007 - Jun 2008, Dec 2008 - Dec 2015 Medium and Small Businesses, Residential and Contract Work • Manage projects, from proposal to completion, and coordinate workload of multiple technicians. • Graphic design including logo creation/recreation, brochures, forms and electronic documents. • Determine business needs with customers and provide creative solutions. • Provide training for clients on effective use of computer, applications and the Internet. • Provide remote and on-site troubleshooting and problem resolution in diverse environments. • Implement backup and disaster recovery solutions on servers and workstations. REMOTE SUPPORT LEVEL II TECHNICIAN MasterCard, Troy, Michigan • • • • • • • • Jul 2008 - Nov 2008 Administer level II desktop support for 200+ users including all MasterCard remote users throughout North America and Canada, and 8 offices throughout North America. Provide all support for remote staff using Dell D610/D620/D630/D420/D430 computers. Manage entire problem resolution process, from call to resolution, including: phone and remote troubleshooting (using Microsoft SMS, Symantec Altiris, Lotus Sametime collaboration and VNC), receive bad systems, migrate data, restore disk images, and configure end user notebook computers. Remove encryption and perform data recovery as needed. Resolve Internet and VPN related issues in diverse environments using wired and wireless technologies including aircards, residential and hotel high speed connections. Administer users and computers in Windows 2003 Active Directory forest. Used GEM (Global Event Management) ticketing system to track technical work. Routinely used Norton Ghost to restore system images. Troubleshoot Microsoft Office 2003 applications, Lotus Notes v7 and BlackBerry phone devices. MICHAEL D. LLOYD HELP DESK ANALYST McGraw-Hill, Carlsbad, California • • • • • • • • A+ MCP Page 2 Mar 2007 - Jun 2007 Support 1800+ users in a corporate environment. Troubleshoot, repair and remotely administer mobile sales staff using Dell D600/D610/D620 and Toshiba M2/M200/M400 notebook computers. Manage entire problem resolution process, from call to resolution, including: phone and remote troubleshooting (using Dameware, NetMeeting and LogMeIn), receive bad systems, migrate data, restore disk images, and configure end user notebook computers. Configure and maintain Nortel VPN and AT&T dialup clients and related accounts. Resolve Internet and VPN related issues in diverse environments using wired and wireless technologies including aircards, dialup, residential and hotel high speed connections. Administer users and computers in Windows 2000 Active Directory forest. Create and modify user accounts in Active Directory, and resolve related problems in OU structures. Routinely used Norton Ghost (Unicast and Multicast) to restore system images. Use Remedy ticketing system to document technical work from identification to resolution. Troubleshoot Microsoft Office, Word, Excel, Outlook (using Exchange Server 2003) and several proprietary applications. Support Trio, Pocket PC and Palm phone devices with Good software. COMPUTER SUPPORT PROFESSIONAL Creative Computer Resources, Waterford, Michigan Feb 1997 - Dec 2006 Medium and Small Businesses, Residential and Contract Work • Manage projects, from proposal to completion, and coordinate workload of multiple technicians. • Design logos, brochures and forms. Write and edit business and marketing documents. • Design, write copy and produce creative tri-fold document, which included a complex building layout diagram, used in an executive event at Jatco North American Operations. • Administer training for clients on effective use of computers, applications and the Internet. • Determine business needs with customers and provide diverse creative business solutions. • Provide on-site and remote troubleshooting and problem resolution in diverse environments. • Implement backup and disaster recovery solutions on key workstations and servers. • Reproduce many intricate old style radio dial glasses using advanced vector graphic techniques. Lakeshore Legal Aid (30 users), Oakland Livingston Legal Aid (35 users), Council & Advocacy Law Line (28 users) Legal Aid locations consisted of 3 primary locations and 4 satellites • Perform extensive on-site hardware and software installation and upgrades on Windows 98, 2000 and XP workstations, and NT, 2000 and 2003 servers. • Perform server and workstation hardware and software troubleshooting throughout 7 locations. • Provide remote diagnosis, remote assistance, and problem resolution throughout locations. • Install, configure and support Windows 98/2000/XP workstations and NT/2000/2003 servers, including Workgroup and Active Directory configuration, user accounts and resources. CHIEF TECHNICIAN, TECHNICAL MANAGER MicroSystems Service and Support, Inc., Pontiac, Michigan • • • • • • • Feb 1992 - Feb 1997 Established technology Value Added Reseller (VAR) company with three partners. Worked as president, managing 5 individuals and company. Refined my technical and human relations skills. Develop documents, forms, literature and graphic elements for MicroSystems and our clients. Design and administer training classes for the Hilton Corporation, Lanista and others. Courses include WordPerfect, Internet, database management and technology based productivity. Create and administer an internal training program for MicroSystems staff. Support many systems in diverse environments, recommending and implementing solutions and resolving complex problems routinely. Created a Client Task System used to manage and prioritize client appointments and workflow. Develop computer maintenance procedures to increase computer performance and reliability. MICHAEL D. LLOYD A+ MCP COMPUTER SPECIALIST, PROJECT MANAGEMENT OIS Optical Imaging Systems, Inc., Troy, Michigan Page 3 Sep 1991 - Feb 1992 Write and edit product documentation submitted to the military and NASA. Developed a complex graphic template for use in all product documentation, to satisfy government requirements. Learn and establish use of project management software and methodologies in company. Provide support for project management software; train and help project manager engineers on effective use. Provide computer support, resolve problems and recommend solutions. Develop elegant C programming solutions used in hardware device drivers. Trusted with sensitive information, including payroll. BOC/GSD/FORMS ADMINISTRATION Barnett Banks, Inc., Jacksonville, Florida Sep 1989 - Oct 1990 Determine workcenter workflow in satisfying new, modified and obsolete forms requests, and perform related research. Learned effective graphics and forms design, page layout, typesetting, and publishing processes. Establish efficiency improvements within workcenter and between workcenter dependencies, including job restructuring. Responsible for all data maintenance on a CICS inventory database and provide related technical support. Manage all information migration and quality control for corporate warehouse consolidation and restructuring project. Used a mainframe based Management Information System for data maintenance, correspondence and to refine established processes. OFFICE ADMINISTRATOR, Honorable discharge US Navy, USS Forrestral CV-59, Air Department, V-2 Division, QA Office, Mayport, Florida Aug 1985 - Aug 1989 Selected to help establish and run the ship’s V-2 Division (aircraft launch and recovery) Quality Assurance office, consisting of the highest qualified in the division. Personally wrote, edited, formatted and published 28 maintenance instructions, each between 8 to 40 pages. These maintenance instructions were the Navy’s first effort to structure and standardize detailed guidelines, procedures and responsibilities for supervisors, staff and Quality Assurance for ALRE (Aircraft Launch and Recovery Equipment). As the governing documentation for all areas relating to critical systems, including emergency and unusual circumstances involving aircraft launch and recovery on aircraft carriers, they were instrumental in supporting the mission of Navy aircraft carriers (to provide worldwide military air presence). Helped workcenter supervisors understand maintenance instruction responsibilities and procedures, and answered related questions. Create reports, letters and other documents as needed. Implement and maintain the database for the ALRE (Aircraft Launch and Recovery Equipment) Technical Publication Library. Develop a computer program to randomly select questions, grade, review and provide on-screen and printed results, used to test QA Inspector candidates for 6 possible certifications. Provide technical support for Air Department computers. Organize and supervise working parties. Develop, administer and participate in weekly training on diverse subjects. Routinely handle and responsible for destroying confidential documents. Member of ship’s fire fighting team for 1½ years. Awarded Medals, Badges, Citations and Ribbons: Good Conduct Medal, Navy "E" Ribbon, Meritorious Unit Commendation, Armed Forces Expeditionary Medal, Sea Service Deployment Ribbon-Bronze Star MICHAEL D. LLOYD A+ MCP Page 4 Education and Credentials Baker College - Auburn Hills, MI < Associates Computer Science, Networking, 3.7 GPA < English and writing advanced courses University of Phoenix - Southfield, MI < IT Administration, 3.4 GPA < Networking, Security, IT Project Management Oakland Community College - West Bloomfield, MI < C Programming II course, OCC 1992, 4.0 GPA US Navy - Mayport, FL < Electricity and Electronics course, Navy 1986, 4.0 GPA Certifications < CompTIA A+ Certified, Mar 2002 < Microsoft MCP Certified [Windows XP Pro], Sep 2006 < IBM OS/2 Engineer Certified, 1995 < Corel WordPerfect Certified, 1996 IBM - Southfield, MI < Intensive OS/2 Server training course, 1996 < VoiceType Dictation technical training, 1996 Digital Equipment - Chicago, IL < Advanced Windows NT Server 4.0, 1996 < Alpha server hardware architecture, 1996 Skills Operating Systems < Extensive software and operating system installation and configuration knowledge < Advanced installation and configuration of DOS, OS/2, Windows 3.1/9X/ME/NT/2000/XP/7 workstations < Installation and administration of Windows NT/2000/2003 servers in Workgroup and Active Directory environments Networking < Experience in network design and management, including enterprise software, TCP/IP. Install and configure networks in DOS, Windows 3.x, 9x, NT, XP, 2007 and OS/2 environments, using Windows NT/2000/2003 Server, OS/2 Warp Server and LANtastic < Able to support networks of multiple technologies, topologies and protocols including TCP/IP configuration, Ethernet, SNMP, NetBEUI, NetBIOS, DNS, OSI layers < Active Directory and Group Policy administration < GroupuWise server and client, POP3 and IMAP installation, configuration and troubleshooting Hardware < Experience with routers, switches, hubs, gateways, RAID, SCSI, and CAT 5/6 cabling < Able to troubleshoot hardware failure, and repair servers, workstations and notebook computers < Servers including: Dell, IBM, HP, Gateway, Compaq, ALR < Implement backup and recovery, including disaster recovery solutions in diverse environments Problem Resolution < Experience using technology to satisfy business needs < Extensive hardware and software troubleshooting knowledge and experience, including servers, workstations, notebooks and network environments < Solved problems given up by other professionals < Research and provide creative and optimal solutions < Knowledgeable with techniques and tools for data recovery, and to surgically remove viruses and related Applications < Microsoft Word, Excel, PowerPoint, Outlook, Outlook Express, Project, Visio, Access < Corel WordPerfect (certified), Quattro Pro, Paradox < Symantec Ghost, Tarabyte IFW/IFD < Adobe Acrobat, Foxit, OrgPlus, Nero Burning ROM, Roxio EZ CD Creator, Virtual PC, VMWare, WinVNC < ZoneAlarm Security Suite, Norton Anti-Virus, McAfee VirusShield, eTrust, AVG, PCCillin, Trend Micro, Avast < Advanced CorelDRAW and Corel Photo-Paint Additional Knowledge and Skills < Project Management planning, managing and closing < Android, Pocket PC, Palm, BlackBerry and Trio PDA devices: installation, configuration and troubleshooting < Advanced vector and bitmap creation and editing < Keyboard proficiency 65+ WPM < Programming: C, Pascal, BASIC, HTML, Paradox, batch files, macros, and process automation