The document is a resume for Nicholas J. Daniels that outlines his qualifications, areas of expertise, education, and professional experience in information technology roles. It summarizes that he has extensive experience in desktop support, network administration, and systems analysis across various education and private sector organizations. He is proficient in Microsoft operating systems, applications, and networking and has strong communication, troubleshooting, and leadership skills to support users.

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Nicholas J. Daniels
3726 Alida, Rochester Hills, MI 48309
(248) 494-0411
daniels.nicholas@student.oaklandcc.edu
SUMMARY OF QUALIFICATIONS
Well versed in variety of common operating systems, applications and hardware. Adept at articulating
computer technical concepts to users of varying technical understandings. Outstanding interpersonal strengths.
Proven ability to master new tools and technologies quickly. Accelerant learner of new computer software and
experience in diagnosing, troubleshooting, and resolving issues with hardwaremaintenance, installations and
upgrades. Ability of multitasking in a fast-paced environment, while maintaining an emphasis on quality. Consistent
presentation of a professional image, both by phone and in person. Team oriented with a focus on leadership.
AREAS OF EXPERTISE
 MS Windows, MS Office, PC desktops, laptops, printers and networking.
 Windows Active Directory.
 Strong smart phone configuration knowledge.
 Experienced team leaderand employee trainer.
 Expert at helpdesk, in-house, remote, andon-site repairand troubleshooting.
 Knowledgeable of software and hardware selection, purchasing andimplementation.
 DesktopSupport Professional with extensive experience working in small andlarge environments
 Fluent with All MS Operating systems (XP, Vista, 7, 8, 10)
 Performing hardware, software and operating system troubleshooting.
 Experience diagnosing network issues through the use of several diagnostictools.
 Strong experience utilizing MS Office Suite (2003/2007/2010/2013) on a daily basis.
 Strong written and verbal communication skillshave been proven to be highly effective in
interacting with various levels of business andtechnology.
 Office 2000/XP/2003/2007/2013, MS Exchange, Hardware/Software installations.
 Familiarwith A/V installation, maintenance andtroubleshooting.
 Comfortable performing in a team or individual performer role.
EDUCATION
Western Governors University, Salt Lake City, UT January 2016 - Present
Degree focus: Network Administration
OAKLAND COMMUNITY COLLEGE, Auburn Hills, MI August 2011 – Graduated December 2014
Associate focus:Liberal Arts
CENTRAL MICHIGAN UNIVERSITY, Mount Pleasant, MI August 2010 – June 2011
Degree focus: Computer Science
OAKLAND COMMUNITY COLLEGE, Auburn Hills, MI August 2007 – June 2010
Associate focus:Liberal Arts
AVONDALE HIGH SCHOOL, Auburn Hills, MI Graduated June 2007

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PROFESSIONAL EXPERIENCE
Troy Community Schools (PESG)
-Systems Analyst November 2015 – Present
 Internet content filter and Anit-Virus
 VoIP Phone System
 Wireless and Network Connectivity
 Active Directory with regards to user account moves, adds, changes, rights management, and network print queue
management.
 Administrative and Instructional Software Applications
 Imaging Solution for both Traditional and Virtual Desktop Systems (build and Deploy SoftwarePackages and images).
 Mobile Device Management Solution
 Help Desk including answering calls, ticket updates, and monitoring overall ticket status for District.
 Provide support for all 2nd level and end user support issues.
 Overall Systemupgrade/update and support needs.
 Provide escalation support to building technical support staff for all application and systems issues.
Utica Community Schools(PESG) September 2014 – November2015
-Help Desk Technician
 Diagnosis of desktop, application, networking and infrastructureissues for the second largest public school district in
Michigan
 Responsible for all I.T. assets (printers, laptops, desktops, projectors, sound systems, etc.) in six of the schools district
wide accounting for over 500 machines.
 Responsible for imaging both PC and Mac devices through the network.
 Installation of softwareboth remotely (cmd and powershell) as well as on site,
 Hardware component diagnostic as well as replacement on both windows and mac machines.
 Manage all incoming tickets through a web based ticketing system(web help desk)
 User account management through Active Directory.
 Installation and support of telecommunication equipment
 Responded to requests for technical assistance in person, via phone, and remotely for thefollowing technologies:
Windows and Mac OS based end points (Laptops, Desktops), Tablets (IOS), and Microsoft Office.
Bartech Group, Detroit, MI February 2013 – September 2014
-IT Quality Assurance Lead
Working at Blue Cross Blue Shieldof Michigan
 Responsible for IT related quality assurance by detail asset documentation and thorough disconnect/reconnect process.
 Lead a team of six to effectively assist up to 300 end-users.
 Provide desk side end-user support with issues relating to hardware/software as well as printer mapping.
 Document issues and coordinated resolutions in a multi-team environment.
 Communicated with clients and fellow employees through written and verbal forms, clearly and timely
 Ensured that physicaldesktop connections (i.e. RJ-45 Ethernet jacks, VOIP, connectors between PCs and servers, etc.)
 Provides service in a responsive, timely and accurate manner to both clients and fellow employees.
 Track and manage IT assets with detailed cut sheets which remained with theall workstations until my final inspection.

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 Perform disconnects and reconnects of computer workstations including desktops, monitors, keyboard, mouse, printers,
VOIP, laptop docking stations etc.
Central Michigan University, Mount Pleasant, MI August 2010 – June 2011
-I.T. Help Desk Level 1 Associate
 First level contact for all of Central Michigan University students and faculty to provide guidance, assistance,
follow up and satisfaction
 Work within team environment to successfully complete responsibilities in timely manner
 Identified issues and worked toward resolution and provided user support either in person, on thephone, email or
remotely.
 Granted user’s access to Active Directory to gain additional entry into network resources, drives and various
corporateaccounts.
 Supported users with Microsoft applications including: Word, Excel, Access, PowerPoint and Microsoft Outlook
 Configured mobile devices (Blackberry, iPhone & Android) to send/receive emails and also to establish VPN
remote connection.
 Created and Updated open "Hot" tickets as needed via Service Manager ticketing application software.
 Resolved over 97% of problems
 Answered over 100 calls, emails, and remote desktop connection to support softwareand hardware issues