CHAD MACDONALD
IT Support Specialist
Sparta,Michigan
Summary
Experienced IT Support Specialist with 10 years of various roles working in Information and Technology. Excellent reputation for resolving high priority incidents, improving customer satisfaction.
Overview
13
13
years of professional experience
Work History
IT System Administrator
Grand Rapids Aseptic Manufacturing (Direct Hire)
04.2022 - 06.2022
- Monitor, maintain and troubleshoot physical and virtual server infrastructure, Windows Server, desktop environment, and network-based services.
- Adhere to the proper eGMP documentation standards and practices in regard to Information technology keeping.
- Monitor and test backup recovery solutions
- Research, test, implement and support new server technologies and methodologies.
- Participate in after hour call rotation
IS - Service Desk
Pine Rest (Direct Hire)
Grand Rapids, MI
02.2021 - 02.2022
- First line of defense to 2400+ users in 24/7 uptime environment, supported after hour calls to Hospital and remote clinics
- Supported daily IS issues including break fix, project rollouts and "boots on the ground" for all IT related issues
- Citrix and VDI environment, resetting frozen EPIC sessions and clearing sessions for users to login successfully
- Used Hyena Application for adding, removing, changing Active Directory groups on massive scale
- Set up and administered thick and thin client systems and configurations for VDI.
Help Desk Specialist
LanzaTech (Direct Hire)
Niles, IL
02.2020 - 01.2021
- Enhanced help desk ticketing system, resulting in %99 hitting SLA goal and reduction in support call turnaround time
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation
- Deployed Dell laptop devices across multiple facilities, connecting all hardware to central network hubs for multi-site inter-connectivity
- Analyzed break fix and hardware related issues to identify troubleshooting methods needed for quick remediation
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Configured hardware, devices and software to set up workstations for employees and new hires.
IT Support Specialist
DTE Energy (Contract Role)
Ann Arbor, MI
07.2019 - 10.2019
- Level 2 desk side support of 8000+ end users on desktop/laptop/tablet hardware and software as well as plotters, scanners, printers and other peripheral devices
- Responsible for configuration, setup and deployment of hardware and software to end users
- Identified malfunctioning hardware and/or software for purposes of implementing necessary corrective actions for technical problems and overall support
- Performed routine computer equipment and software installations, diagnosed laptop and desktop hardware and warranty replacements
- Desktop/laptop SCCM imaging along with replacing defective hardware and applications Solid customer support skills and telephone skills.
IT Plant Floor Support
Steelcase (Direct Hire)
Kentwood, MI
07.2016 - 02.2019
- 24/7 On call support for after hour IT issues covering all Steelcase production plants
- Desktop support for all Steelcase plant employees, Control Engineers, CAM Engineers, Maintenance Technicians and Zone Leaders
- Advanced experience with printer troubleshooting and configuration, including multi-function, laser, fax, RFID barcode labels, and high-volume scanners
- Provide troubleshooting and resolution of Tier 2 and 3 escalated plant wide technical issues
- Advanced ability to troubleshoot and configure iPads and Samsung Android tablets used for SAP product inventory and plant production
- Supported over 140 industrial computers inside production machines such as panel saws, CNC routers, auto presses
- Axis network camera administration and configuration for QA assembly line photos of finished products on assembly lines waiting for shipping
- Daily responsibilities include rotational services of onsite tech hub visits, phone troubleshooting, walk- in center and tech depot fulfillment center.
Client System Engineer
Farmers Insurance Company (Contract Role)
Caledonia, MI
06.2015 - 06.2016
- Actively participated and collaborated with all teams positively while supporting team members, all IT teams, all business units and any vendor interactions Managed workload and responsibilities while triaging incidents-identify, classify and prioritizing issues / work
- Determined root cause of high priority issues, mitigating impact and providing solutions for restoring or improving on P3 issues or requests
- Diagnosed driver conflicts, local services, log file capturing, installing printers, software installation conflicts, registry editing, virus identification and cleaning, understanding and decoding of error message, providing UAT testing support of production defects.
Technical Support Representative
Farmers Insurance Company (Contract Role)
Southfield, MI
10.2014 - 06.2015
- Investigation of automated system alerts monitored by Nagios and ZENOS system monitoring applications for client hosted Servers, Firewalls, and Storage Area Networks (SAN)
- Resolution of Level I and II reported incidents while following KB articles and procedures for specific client applications and data center support
- Security Token configuration and administration for encrypted authentication into Citrix environments and Virtual Private Networks (VPN)
- Maintained strict procedures for Federal, State, and local regulations and abilities to perform Technical Support remained (FTI) and (HIPAA) compliant to minimize data breaches and safeguard sensitive client information.
Service Desk Analyst
Xerox - Spectrum Health Hospital (Contract Role)
Grand Rapids, MI
04.2013 - 07.2014
- Responsible for all incoming Help Desk Incidents for Xerox printers and multi- function devices on the Spectrum-Health Hospital Network
- Supported Epic and Cerner Clinical Healthcare Application issues and collaborated with Application System Analysts to determine proper resolution on assigned Help Desk Incidents
- Provided updated documentation for event analysis on recurring application and system issues to improve the current knowledge base and end user functionality Successfully resolved over 3000+ CA Service Desk Incidents while utilizing escalation procedures.
Desktop Support
Next IT (Direct HIre)
Muskegon, MI
06.2012 - 04.2013
- High help desk ticket and incident call volume environment Maintained 80% billable standards for customer service level agreements and managed service contracts
- Remotely supported managed service clients running Microsoft Server OS platforms, Windows XP, and Windows 7 environments
- Remotely monitored NSA backup and data storage devices for offsite client data and secure data storage capabilities Performed Tier II onsite technical support for client Servers on hardware repairs and warranty replacements.
Desktop Support Technician
DataView IT Walker (Direct Hire)
, MI
09.2007 - 06.2012
- Logged incident Data accurately using Microsoft CRM applications for incident tracking and financial asset tracking
- Managed Help Desk via phone and remote support for various desktop applications and company databases LAN, WAN wireless networking projects for small to
- Performed Level I and II onsite support for software, hardware, and warranty support on Windows Server OS, desktops, laptops, and printers
Skills
- Configuration and Management
- Microsoft Server Suite
- Mobile Device Management
- New Technology Integration
- Application Configuration
- Hardware Installation
10 years travel hockey
Rockford Varsity Hockey Team
Timeline
IT System Administrator - Grand Rapids Aseptic Manufacturing (Direct Hire)
04.2022 - 06.2022
IS - Service Desk - Pine Rest (Direct Hire)
02.2021 - 02.2022
Help Desk Specialist - LanzaTech (Direct Hire)
02.2020 - 01.2021
IT Support Specialist - DTE Energy (Contract Role)
07.2019 - 10.2019
IT Plant Floor Support - Steelcase (Direct Hire)
07.2016 - 02.2019
Client System Engineer - Farmers Insurance Company (Contract Role)
06.2015 - 06.2016
Technical Support Representative - Farmers Insurance Company (Contract Role)
10.2014 - 06.2015
Service Desk Analyst - Xerox - Spectrum Health Hospital (Contract Role)
04.2013 - 07.2014
Desktop Support - Next IT (Direct HIre)
06.2012 - 04.2013
Desktop Support Technician - DataView IT Walker (Direct Hire)
09.2007 - 06.2012