1. Michael A. Hines 404 Walnut Creek Drive • Lexington, S.C. 29073 • Tel: (803) 767-8263 • Email: mikehines54@gmail.com
Results Focused Certified Computer Technician/Helpdesk & Desktop Support Specialist
19+ years of experience working in corporate & government environments.
Selected to participate in top secret projects for the Third Army
Skills Summary: Desktop & Laptop Technician• Technical Consulting • Corporate Research • Workshop Facilitator • Teamwork Building &
Diversity Training • Project Management • Executing Plans ahead of time • Thorough Conflict Resolution • A+ Certified • Effective
Communication Skills •
Software: WINDOWS Vista,WIN 7, WIN 10 • NOVELL 4.1 • Symantec 6.9 & 7.1 Imaging Software • Microsoft Office 2010, 2013 • Adobe PhotoShop, Illustrator •
OASIS SYSTEM Client Tracking Software • ServiceDesk Reporting System • SAP Order Processing System • TrackIT Work order Software • Avaya IP
Communications Software 2.5 • AD Manager • GroupLink Ticketing Software • RSA Security Software
PROFESSIONAL EXPERIENCE
S.C. Department of Health & Human Services Columbia, S.C. 11/2014 – Present
Program Assistant
• Member of a multi-person team that provides hardware /software installation & configuration for DELL Laptops, Desktops, Apple Laptops and
Iphones, network printers, scanners and cellphones. We support for users statewide both in-person as well as through remote services. We are
responsible for multiple services to the organization and its staff that vary from project to project.
TIME WARNER CABLE West Columbia, S.C. 6/2013 – 9/2014
Desktop Support Specialist (Temporary Position)
• First priority was a large imaging project from Win XP to Windows 7 (HOW project) for Call Centers at the Columbia facility and all other non-
Windows 7 departments
• Responsible for imaging approximately 750+ machines via Symantec 7.1 and verifying necessary software installs and onsite repair of computers
and laptops as needed.
• Provided computer software application support and troubleshooting as needed.
• Documented PC equipment moves and replacements in Active Directory, hardware tracking spreadsheet and in Avaya extension spreadsheet.
• Documented PC equipment moves and replacements via helpdesk tickets and Avaya extension spreadsheet.
• Led and assisted with several computer moves and hardware deployments for the new Retention facility launch beginning in June.
THE THIRD ARMY AT SHAW AFB Sumpter, SC 5/2011 – 7/2011
Help Desk & Network Computer Technician (Temporary Position)
• In 48 hours, completed Top Secret special project requiring 75 laptops to be set up & configured with multi-layered programs & passcodes.
• Member of a 4 person team that installed computers, laptops, & printers for 1200+ completed workstations on NIPR (normal) & SIPR (secret)
networks for The U.S. Army at Shaw Combined Services Base. The team installed 350+ ThinClients for the SIPR network & 1000+ VOIP telephones &
1500 Fiber Optic converters for the SIPR network, which requires special Fiber Optic converters.
• Provided helpdesk support & guidance to general staff members at Shaw C.S.B. for submission of requests for equipment & services resolving various
issues for both incoming & existing military personnel.
• Achieved successful, on schedule opening of The Third Army’s Patton Hall HQ at Shaw by efficiently performing my Help Desk & Network Computer
Technician assignment.
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TORONTO DOMINION BANK NC and SC 7/2011 – 9/2011
Computer Technician for Bank Conversion (Temporary Position)
• Decommissioned 200+ old computers, laptops, printers and peripheral equipment enabling businesses to increase proficiency of staff by upgrading
work equipment.
• Installed 150+ new computers, laptops, printers, & peripheral equipment as well as 50+ specialized Teller stations & related equipment.
• Member of a two man team that provided hardware installation & configuration of servers, routers, switches & network printers resulting in early
completion of the TD Bank conversion which saved 2 weeks of scheduled work time & contributed to financial savings.
.
FLEXTRONICS /SOLECTRON West Columbia, S.C. 7/2004 – 12/2010
KODAK Test Technician, DebugTechnician / NCR Scanners Test Technician, Debug Technician / NCR Kinetics Debug Technician, Test
Technician TeraData Staging Technician
AEROTEK / SOLECTRON (CISCO SYSTEMS) West Columbia, S.C. 7/2004 – 12/2010
Equipment Test Technician / KODAK Order Processor / Nortel Shipping
Test Technician – Level 4
• Examined, debugged, repaired, & performed all required modifications on various models of Kodak Commercial Photographic equipment.
• Tested & approved 35,000+ POS NCR scanners for field service with a return rate of less than 2%.
• Debugged 8,000 malfunctioning NCR scanners returned to field service increasing customer satisfaction.
• Inspected & debugged 2,000+ NCR / KINETIC airline ticket processing stations protecting customers’ data sustaining company’s safety.
• Prepared, staged, & modified TERADATA Servers for software upload by the systems analysts defending the system integrity of the corporation.
THE NEW YORK URBAN LEAGUE New York, NY 3/2000 – 3/2003
MIS Data Specialist / Computer Technician
Workshop Facilitator
• Coordinated & facilitated workshops teaching communication skills, conflict resolution as well as operation of basic office appliances streamlining
office processes daily.
• Coordinated information & resources for recruiting presentations, workshops, & outreach events designed to increase participants in the Dress for
Success program.
• Maintained intake, contact, placement, retention, HRA referral, service, & vendor databases assisting in the legal & financial security of the program.
• Prepared all statistical reports & provided the data for companion narrative reports to ensure successful management of the program.
• Provided remote hardware & software technical support for staff at offsite locations increasing workflow productivity
EDUCATION
Training Concepts CBT Nuggets Training (DHHS)
Windows7, CompTIA Security +, CompTIA Network + courses completed Network (Updated)
Manhattan Educational Opportunity Center
CompTIA A+ Certification Course
New York, NY
School Of Cooperative Technical Education
Computer Maintenance & Repair
*** Award For Most Outstanding Student ***
New York, NY
Lanop Computer & technical Education Services
Computer Networking Courses for Novell & Windows NT
New York, NY
City College of New York
Communications & Mass Media
New York, NY
Equipment Experience:
Laptops: Dell, Hewlett Packard, Lenovo (aka IBM ThinkPad), Toshiba, Sony VAIO, Gateway.
Desktops: Dell, HP, IBM, Sony VAIO, Gateway, Asus, Compaq.
Tablets: DELL, IPad, IPad Mini, Samsung
