Chad MacDonald
Sparta,USA
Summary
Dedicated Level II IT Support Specialist with a decade of experience in information technology, specializing in critical incident resolution and customer satisfaction enhancement. Proven track record of leveraging strong problem-solving skills to efficiently address complex technical issues. Exceptional communication abilities facilitate collaboration with diverse teams and ensure a clear understanding of user needs. Committed to delivering high-quality support and continuous improvement in service delivery.
Overview
15
15
years of professional experience
Work History
DSS Support - Level II Desktop Support (Contract)
Reckitt - Mead Johnson
Zeeland, Michigan
04.2025 - Current
- Served as primary IT contact for network devices, providing comprehensive onsite support to enhance user experience across multiple facilities.
- Managed and monitored company devices using Microsoft Intune and Azure Active Directory, ensuring compliance and optimal system performance.
- Executed imaging and setup of new Dell laptops and production desktops with cloud hybrid images, facilitating seamless factory integration.
- Delivered responsive daily support and after-hours escalation for break/fix issues and software requests, ensuring minimal downtime for end users.
- Collaborated with telecom, IT infrastructure, automation, and production management teams on cross-functional projects.
- Pursued technical training and industry certifications to enhance skills and promote career growth.
- Provided technical support for Chromeleon (CDS) and GLIMS, including user access management, system troubleshooting, and coordination with lab staff to maintain compliance and uptime.
IT Field Support Officer (Contract)
Perrigo
Grand Rapids, MI
12.2024 - 02.2025
- Facilitated comprehensive desktop support for VIP executives and teams, enhancing operational efficiency at Grand Rapids location.
IT Administrator (Contract)
Lear
Grand Rapids, MI
03.2024 - 07.2024
- Delivered end-to-end IT support for all production line computers, optimizing F-150 rear seat assembly processes.
- Installed and configured HP thin clients for Lear production systems, ensuring minimal downtime.
- Imaged and deployed Lenovo desktops and HP thin clients using Microsoft SCCM for installation and refresh projects.
- Led plant-wide Lenovo hardware refresh, improving reliability and performance of IT systems.
- Managed remote TV Andon display systems via VNC, providing real-time production visibility.
- Managed Windows updates and security patches on production desktops to ensure system security and compliance.
- Installed and maintained Zebra label printers and handheld scanners in plant to support production processes.
- Coordinated setup of Plex HR kiosks, biometric time clocks, and COVID-19 check-in kiosks, improving operational efficiency and employee experience.
Senior Analyst III (Contract)
Meijer
Walker, MI
10.2023 - 02.2024
- Implemented and managed business systems service desk using ITIL best practices for incident resolution.
- Adapted IT service management processes to align with DevOps methodologies, enhancing operational agility.
- Facilitated change advisory board meetings, securing approval for complex changes to critical systems.
- Maintained comprehensive administrative documentation, supporting knowledge sharing and compliance efforts.
- Delivered monthly status reports detailing trends and root cause analysis for major incidents.
- Ensured compliance of incident response activities with service level agreements through accurate reporting.
- Monitored high-priority incidents, leading cross-functional coordination during major incident management efforts.
- Led incident investigations and follow-up meetings to drive timely resolutions and enhance future strategies.
IT Plant Floor Support (direct Hire)
Boars Head Provisions Co
Holland, MI
10.2022 - 01.2023
- Cultivated cross-functional relationships to align operational goals and enhance collaboration across departments.
- Fostered positive team culture by collaboratively addressing obstacles and promoting effective problem-solving discussions.
- Provided ongoing support for Noax and Matrix industrial floor PC terminals, ensuring optimal performance on production floor.
- Administered user accounts and permissions via Active Directory, Microsoft Azure, and Office 365 for effective onboarding.
- Configured and managed Cisco Meraki network devices, enhancing sitewide connectivity and infrastructure stability.
- Installed, configured, and maintained Sato and Zebra barcode printers to ensure accurate production labeling.
- Oversaw maintenance and troubleshooting of label applicator arms on boxing lines, ensuring continuous operational efficiency.
IT System Administrator (direct Hire)
Grand River Aseptic Manufacturing Inc.
Grand Rapids, MI
04.2022 - 06.2022
- Monitored and troubleshot physical and virtual servers, enhancing reliability and performance of Windows Server and network services.
- Maintained eGMP documentation for IT operations, ensuring audit readiness and data integrity.
- Tested backup and recovery solutions regularly, validating business continuity plans and reducing data loss risk.
- Evaluated and implemented emerging server technologies, enhancing system modernization and operational efficiency.
- Provided after-hours support during on-call rotation, reducing downtime for critical incidents.
Service Desk Analyst (direct hire)
Pine Rest Christian Mental Health
Byron Center, MI
02.2021 - 09.2021
- Acted as first line of defense for 2,400 users in a 24/7 healthcare environment, including hospitals and clinics.
- Delivered after-hours support for urgent incidents, minimizing disruption to patient care.
- Resolved daily IS issues, addressing break/fix incidents, and urgent IT tasks to ensure seamless operations.
- Provided expert support within Citrix and VDI environments, troubleshooted EPIC printing issues and login problems.
- Configured and administered thick and thin clients for VDI deployments, ensuring user access continuity and system reliability.
- Provided Level II support across all facilities, traveling to resolve critical IS issues through onsite and remote service.
Help Desk Technician (direct Hire)
LanzaTech
Skokie, IL
02.2020 - 01.2021
- Optimized help desk workflows, achieving 99% SLA compliance and reducing support call turnaround time.
- Resolved break/fix incidents, identifying hardware failure trends and improving troubleshooting strategies.
- Collaborated with vendors to source replacement hardware and manage warranty claims, ensuring timely resolution of hardware issues.
- Configured hardware, software, and peripherals for employees during onboarding and workstation setups.
- Monitored end-user device performance to proactively identify and resolve issues, minimizing potential downtime.
- Provided advanced support for desktops, laptops, printers, and mobile devices including connectivity and diagnostics.
- Managed Office 365, Active Directory, Group Policy, and Windows 10/11 support in a hybrid environment.
- Tracked asset inventory and device lifecycle with Intune and SCCM, maintaining accurate records for efficient resource management.
Help Desk Technician (Contract)
DTE Energy
Ann Arbor, MI
07.2019 - 10.2019
- Provided Level II desk-side support to over 8,000 end users, resolving diverse hardware and software issues.
- Configured, set up, and deployed new hardware and software for employees to ensure seamless onboarding.
- Diagnosed and resolved hardware and software malfunctions, implementing corrective measures to enhance system performance.
- Performed routine installations and warranty replacements for desktops and laptops, partnering with vendors for efficient service.
- Utilized SCCM for imaging desktops and laptops, deploying necessary applications while upgrading defective components.
- Delivered exceptional customer service in-person and via phone, maintaining professionalism in all user interactions.
IT Plant Floor Support (direct hire)
Steelcase
Kentwood, MI
07.2016 - 02.2019
- Provided 24/7 on-call IT support for critical after-hours issues across all Steelcase production plants, ensuring uninterrupted operations.
- Provided desktop support to plant employees, control engineers, and maintenance technicians, ensuring seamless operations.
- Demonstrated advanced proficiency in troubleshooting and configuring printers, including multifunction and high-volume devices.
- Resolved complex tier 2 and tier 3 technical escalations, delivering swift solutions to IT challenges.
- Configured iPads and Samsung Android tablets for SAP inventory management, enhancing workflow efficiency.
- Supported and maintained over 140 industrial computers embedded in production machinery, ensuring reliable integration.
- Managed Axis network camera systems for quality assurance, capturing assembly line photos before shipping.
- Conducted onsite tech hub visits, phone troubleshooting, and end-user support to resolve IT issues promptly.
Client Systems Engineer II (Contract)
Farmers Insurance Company
Caledonia, MI
06.2015 - 06.2016
- Actively participated in and collaborated positively across all IT teams, business units, and vendors to support seamless operations and teamwork.
- Managed workload efficiently by triaging incidents—identifying, classifying, and prioritizing issues to ensure timely resolution.
- Determined root causes of high-priority issues, mitigating impacts and delivering effective solutions to restore or improve P3-level requests and incidents.
- Provided comprehensive support for Lotus Notes, including troubleshooting email client issues, configuring mailboxes, resolving calendar and workflow problems, and assisting users with application-specific challenges.
- Diagnosed and resolved complex technical issues including driver conflicts, local service errors, log file capturing, printer installations, software installation conflicts, registry edits, virus detection and removal, and decoding error messages.
- Supported User Acceptance Testing (UAT) by assisting with production defect verification and testing to ensure software quality before deployment.
Technical Support Representative (direct Hire)
Secure-24
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)
- Supported 120+ managed service customers remotely by phone and remote capabilities
- Rotated 24/7 on call support across 4 data centers
- Took automated alerts and tickets generated by customer ticketing systems
Service Desk Analyst (Contract)
Xerox
Caledonia, MI
04.2013 - 07.2014
- Managed all incoming help desk incidents related to Xerox printers and multifunction devices, ensuring timely resolutions.
- Resolved over 3,000 CA Service Desk incidents while adhering to established escalation procedures.
- Collaborated with application system analysts to troubleshoot and resolve complex issues in Epic and Cerner applications.
- Coordinated with external help desk vendors to facilitate seamless incident escalation and communication.
- Developed detailed documentation for recurring application issues, enhancing the internal knowledge base.
- Integrated external support services with internal IT operations to streamline communication channels.
- Improved end-user self-service capabilities through continuous enhancement of documentation and analysis.
Managed Service printer tech
Troy Tech Services
Comstock Park, MI
05.2011 - 03.2013
- Delivered Tier II onsite technical support for client servers, including hardware repairs, diagnostics, and warranty replacements.
- Provided remote support for clients utilizing various Microsoft server OS platforms and legacy Windows XP and 7 systems.
- Managed and resolved high volumes of support tickets daily in a fast-paced help desk environment.
- Consistently achieved 80% billable hours while exceeding customer service level agreements and contract requirements.
- Monitored and maintained NSA backup and offsite data storage devices, ensuring secure data protection and recovery.
Education
High School Diploma -
Rockford High School
Rockford, MISkills
- Windows 10/11 support
- Microsoft Intune device management
- Mobile device management
- VPN, network connectivity, and remote access support
- SCCM software deployment
- Azure Active Directory administration
- Active Directory & Group Policy
- Windows Server monitoring & troubleshooting
- VDI / Citrix environment support
- Hardware imaging deployment
- Backup recovery testing
- Technical documentation
- Healthcare application support
- Industrial software support
Timeline
DSS Support - Level II Desktop Support (Contract)
Reckitt - Mead Johnson
04.2025 - Current
IT Field Support Officer (Contract)
Perrigo
12.2024 - 02.2025
IT Administrator (Contract)
Lear
03.2024 - 07.2024
Senior Analyst III (Contract)
Meijer
10.2023 - 02.2024
IT Plant Floor Support (direct Hire)
Boars Head Provisions Co
10.2022 - 01.2023
IT System Administrator (direct Hire)
Grand River Aseptic Manufacturing Inc.
04.2022 - 06.2022
Service Desk Analyst (direct hire)
Pine Rest Christian Mental Health
02.2021 - 09.2021
Help Desk Technician (direct Hire)
LanzaTech
02.2020 - 01.2021
Help Desk Technician (Contract)
DTE Energy
07.2019 - 10.2019
IT Plant Floor Support (direct hire)
Steelcase
07.2016 - 02.2019
Client Systems Engineer II (Contract)
Farmers Insurance Company
06.2015 - 06.2016
Technical Support Representative (direct Hire)
Secure-24
10.2014 - 06.2015
Service Desk Analyst (Contract)
Xerox
04.2013 - 07.2014
Managed Service printer tech
Troy Tech Services
05.2011 - 03.2013
High School Diploma -
Rockford High School