1. John Michael McMahan
604 Hollygate Lane
Chesapeake, VA 23322 US
Mobile: (904) 540-6410
Email: johmcm5515@gmail.com
Availability: Job Type: Permanent,Internships
Work Schedule: Full-Time
Desired locations: United States - VA - Virginia Beach
United States - VA - Norfolk
United States - VA - NewportNews
United States - VA - Hampton
Work
Experience:
IMS Health
1309 Executive Blvd
Chesapeake,VA 23320 United States
02/2015 - Present
Hours per week: 38
Customer Service Representative
Duties, Accomplishments and Related Skills:
Serves as a Customer Service Representative for IMS Health,providing Technical Supportfor
Sales Representatives ofSanofi-Aventis Pharmaceuticals Involving All Microsoft Office products
and all proprietarySoftware.
Also provides hardware supportfor Sanofi approved equipment;IBM X200 Tablets;HP Printer
8600/8610 supportincluding installation,configuration,troubleshooting and repair;iPad 3rd and
4th Generation;iPhone supportincluding accountmanagementfor Exchange email and
application administration.
Loancare, A Division of FNF, Inc
3637 Sentara Way
Chesapeake,VA 23322 United States
03/2013 - 07/2014
Salary: 40,000.00 USD Per Year
Hours per week: 40
IT Support Analyst II
Duties, Accomplishments and Related Skills:
Was a Level II technician for Loancare,Inc., a mortgage service provider.Provided supportfor
both internal home office users as well as clients.Worked in a small team of2 technicians that
supported 700+ employees with both telephone as well as in person support.
Managed network locations and services such as printing and scanning services.Maintained
inventory of all users,computers,network peripherals,toners,user accounts and software
accesses.Created and deleted user accounts for internal employees as well as external client
accounts/accesses.Worked closelywith vendors and suppliers to equip and maintain office
equipmentsuch as printers and copiers.Provided video/audio supportfor teleconferences and
presentations and projector/webcam supportfor multiple implementations.
Worked closelywith System Administrators to maintain and manage networked folders as well as
physical server rack upkeep.Managed users permission levels for shared network locations and
network peripherals.
Provided quick,friendly customer service for all users both internallyas well as clients.Provided

2. efficient, accurate troubleshooting to increase productivityand morale.Assisted users in a variety
of scenarios including password resets,software updates/troubleshooting,access requests and
permission requests,as well as special projects.
Fidelity Information Services
601 Riverside Avenue
Jacksonville,FL 32204 United States
01/2012 - 01/2013
Salary: 35,000.00 USD Per Year
Hours per week: 40
Technical Support Representative II
Duties, Accomplishments and Related Skills:
A Level II technical supportrepresentative for Fidelity Information Services headquarters located
in Jacksonville,Florida.Responsible for providing technical supportfor clients located globally
with the use of telephone technical supportand remote access to user’s personal computers
(PCs) and network monitoring.Skilled atconsulting with internal and external customers in
analyzing technical issues to resolve system and hardware problems.Created work orders with
the use of call-ticketing software for global customers to receive in-person physical
troubleshooting from local technicians when required to resolve client’s problems.Managed the
end-user supportmailboxin which customers can submittechnical supportrequests online.
Assigned online technical supportrequests to regional and technical groups as appropriate
depending on technical issue submitted by client.
Quickly and efficiently provided supportservices to bring clients back into an operational status.
Regularlyused Active Directory (AD) as the domain controller to authenticate and authorize
users and computers in the Windows environmentand to resetand correct errors in users’
network accounts.Configured and troubleshotconnectivityissues on end-user devices on Local
Area Networks (LANs),Wide-Area Networks (WANs), and Virtual Private Networks (VPNs).
Various software and applications used:call-ticketing software such as ContentManagement
System (CMS) and Service Now, Operating Systems (OS) which includes Windows XP and
Windows 7, Microsoft Outlook, Word, and Excel.
Supervisor: Douglas Rodehaver ((904) 438-6000)
Okay to contact this Supervisor: Contact me first
Information and Display Systems
10275 Centurion Court
Jacksonville,FL 32256 United States
03/2010 - 10/2011
Salary: 30,000.00 USD Per Year
Hours per week: 40
Technical Support Specialist
Duties, Accomplishments and Related Skills:
Served as a technical supportspecialistfor Information and DisplaySystems (IDS) headquarters
office located in Jacksonville, Florida.Provided technical supportfor the statisticians and clients
from the National Basketball Association (NBA) and National HockeyLeague (NHL).Assisted
clients during games with fastand accurate troubleshooting when speed is critical during the
quick pace of games and other related events. Worked closelywith the heads ofboth leagues
Information Technology(IT) departments.Performed refurbishmentservices atthe beginning and
end of each season for all equipmentused bythe teams.Ensured thatall provided equipment
and software would supportthe needs and meetthe requirements ofthe sporting associations
throughoutthe season.Configured and troubleshotconnectivityissues on end-user devices on
Local Area Networks (LANs),Wide-Area Networks (WANs), and Virtual Private Networks (VPNs).
Managed supportservice efforts on certain days and nights as the opening and closing
technician.Responsible for all technical services for events and games during these shifts.
Provided up-to-date clientinformation and notifications.Managed the re-imaging ofover
approximately700 laptop machines for IDS end-users during a 3 week life-cycle replacement

3. project.
Delivered technical supportfor other leagues as and when needed,which included the Women’s
National Basketball Association (WNBA), the National Basketball Association Development
League (NBA D-league),and World Team Tennis (WTT).
Various software and applications used:call-ticketing software Helpstar,Operating Systems (OS)
which includes Windows XP and Windows 7, and Ghost32 Imaging software for the reformatting
of individual machines during life-cycle replacementproject.
Supervisor: Ron Angerer ((904) 645-8697)
Okay to contact this Supervisor: Yes
The First Tee
425 South Legacy Trail
Saint Augustine,FL 32092 United States
05/2007 - 12/2009
Salary: 30,000.00 USD Per Year
Hours per week: 40
Help Desk Technician
Duties, Accomplishments and Related Skills:
Responsible for providing technical supportfor the company’s office headquartered in St.
Augustine,Florida.Worked directly for senior executives and top management.Maintained and
upgraded the software and hardware on companytechnical devices,such as personal
computers,and desktop and network printers.Configured and troubleshotconnectivity issues on
end-user devices on Local Area Networks (LANs), Wide-Area Networks (WANs), and Virtual
Private Networks (VPNs).
Worked closelywith the Network Administrator on a variety of technological projects for the
organization.Assisted Network Administrator with the migration ofOffice 2003 to Office 2007 for
the approximately50 users.Volunteered 40 overtime hours to setup and breakdown projectors,
laptop machines,and other video and audio equipmentfor corporate Network Meeting Event in
17 conference rooms oflocal hotel for all employees ofThe First Tee; supported the needs of
managementand presenters as needed during the 5 day event.
Various software and applications used:ManagementInformation System Service (MISS)
designed specificallyby The First Tee as call-ticketing software and the inventory system to
manage all ofthe company’s information technology(IT) equipment,Operating Systems (OS)
which includes Windows XP and Windows 7, and Ghost32 Imaging software for the reformatting
of individual machines,used Dynamic HostConfiguration Protocol (DHCP)/Domain Name
System (DNS) to configure clientmachines for network access.
Supervisor: Raul Ramos ((904) 940-4300)
Okay to contact this Supervisor: Yes
Education: ECPI College of Technology Virginia Beach, VA United States
Associate's Degree 03/2007
GPA: 3.41 of a maximum 4.00
Credits Earned: 78 Semester hours
Major: IT/Networking & Security Management
Relevant Coursework, Licenses and Certifications:
Computer,Network,and Information Systems completed:
Computer Operating Systems,Grade:B, 3 CreditHours;Web Page Design,Grade:A, 2 Credit
Hours;Networking I, Grade: A, 2 CreditHours;Networking II, Grade: A, 2 Credit Hours;Routers
I, Grade: B, 2 CreditHours;Routers II, Grade: B, 2 Credit Hours;Microcomputer Upgrade &
Maintenance,Grade: B, 2 Credit Hours;Unix Operating System,Grade: A, 2 CreditHours;
Programming Logic,Grade:A, 3 Credit Hours;Fiber Optic Communication,Grade:B, 2 Credit
Hours;Unix Administration,Grade:A, 2 CreditHours;Windows Professional,Grade:B, 2 Credit
Hours;Windows Server, Grade: B, 2 Credit Hours;Network Infrastructure Administration,Grade:
B, 2 CreditHours;Directory Services Administration,Grade:A, 2 CreditHours; Network Security

4. Management,Grade: B, 3 Credit Hours;Network Security I, Grade: B, 2 Credit Hours;Network
Security II, Grade: C, 2 Credit Hours;Network Defense & Countermeasures,Grade:C, 2 Credit
Hours.
Job Related
Training:
CompTIA A+ - ECPI 2015
CompTIA Security+ - ECPI 2015
Microsoft Certified Desktop SupportTechnician (MCDST) received 2008.
References: Name Employer Title Phone Email
Jason Maikui (*) Information &
DisplaySystems
Technical
Support
SpecialistIII
(310) 707-
7943 kuishux@gmail.com
Mike Walton (*) Loancare,A
Division of FNF,
Inc.
IT Support
Analyst I
(757) 761-
3825 mike.walton@loancare.net
Stacey Dorward
(*)
Loancare,A
Division of FNF,
Inc.
Investor
Accounting
Reporting Clerk
(757) 452-
5292 stacey.dorward@loancare.net
(*) Indicates professional reference
Additional
Information:
Proficientwith Microsoft Office, Outlook, Excel, Word, Visio,Internet Explorer, Mozilla Firefox,
and Google Chrome.Experienced in the following operating systems:DOS,Fedora Core 4,
Windows 98,Windows 2000,Windows XP, Windows Vista, Windows 7,Windows Server 2003.
Understanding ofand technical experience in networking and switches. MacAfee EPO.
Typing speed of 45 WPM.