MICHAEL HAGEN

SummaryMotivated IT professional with more than 16 years in installation, repair and maintenance in both the corporate andmedical environment. Experienced in all aspects of hardware, software and operating systems maintenance and repair.Possesses in-depth knowledge of advanced diagnostic techniques with quick resolutions.

HighlightsTroubleshooting proficiencyVast hardware/software technical knowledgeMicrosoft Certified Professional (MCP)Strong communication skillsTraining experience

Windows Server experienceCustomer service-focusedDatabase maintenanceComputer programmingAbility to communicate complex terms

Hardware/Software Support ExperienceTechnical Support:Server Support, Help Desk Telephone Technical Support (PC Hardware, Software, Networking, Smart phones).In-Person Tier-2 Technical Support (PC Hardware and Software, Printers, Networking).Windows Operating System Troubleshooting/Repair and Upgrades (Windows 95 – Window 7).

Hardware:All relevant PC-based systems as well as peripheral devices such as printers, all-in-ones and PDA's. Rack-mountservers, Treo's, laptop computers and network printers.

Application Software:Microsoft Office 2010/2013, VMWare, Microsoft Outlook 2000 with Exchange Server, Netscape Navigator, InternetExplorer, WordPerfect, Lotus Notes, PCAnywhere, Acrobat Reader, HTML, VBScript, ASP, Ghost, Acronis, SCCM,Citrix.

Windows Operating System:Microsoft Windows Server 2008 and 2003, Windows 8, Windows 7, Vista, XP, 2000, NT 4.0, NT 3.51, 98, 95, 3.11.

Protocols/Networks:TCP/IP (with DHCP), NetBEUI, IPX/SPX, Ethernet 10/100Base-T, NetWare 4.1, Microsoft Windows Server 2003/XP,Windows 2000 Server/Windows 2000, Windows Terminal Server, Terminal Services/Remote Desktop Connection.

Remote Connectivity Software:RDP, Bomgar, MobiControl, TeamViewer, PC Anywhere, Windows XP, NetworkStreaming, VNC.

Programming:• VBScript.• COBOL.• BASIC.• HTML, CSS.

AccomplishmentsReceived award for customer service excellence.Promoted to Technical Support Engineer.Automated repeatable tasks where possible to increase efficiency.Improved the Nursing Department's communication effectiveness by 80%.

1023 South Maryland St, Carrollton, TX 75006 | C: 972 332-1698 | Michaelhagen007@gmail.com

07/2014 to 12/2015Carrollton, TX

12/2011 to 04/2014Redmond, WA

04/2004 to 07/2011Orting, WA

07/2010 to 04/2011Seattle, WA

02/2006 to 07/2010Seattle, WA

Consistently received a 100% rate of customer satisfaction.

ExperienceSystem Administrator 2 / Technical Support EngineerVocera Communications

Developed and documented processes for Vocera's communication device usage.Conducted training classes for all the new hires.Managed communication device inventory and device returns.Worked with Management to identify opportunities to improve performance and implemented improvements.Developed and maintained positive customer relationships.Researched, documented and escalated cases to higher levels of support according to internal procedures.Managed and coordinated communication device deployment. Maintained inventory.Provided hardware and software technical support resolving hardware, software and infrastructure issues.Followed up with customer regarding their problem request.Notified difficult issues and potential user issues to upper management.Hardware/Software: Windows 8, RDP, Bomgar, Windows Server 2003, 2008 and 2012, Office 2012, LG G2 withAndoid Lollipop. WinRAR, Google Apps VMWare.

Help Desk Support Analyst 2Denali Advanced Integration

Provided Tier-2 technical support for Denali's Mobility Team supporting Samsung Galaxy, Note, Tablet andMotorola devices.Provided high-level desktop support support at Providence Health & Services. Diagnosed and resolved computersoftware and networking issues for clients.Required strong analytical, organizational and problem solving skills along with excellent customer serviceskills.Hardware/Software: Airwatch, MDM fundamentals, IPAD, Android Phone Support. Hand-held device support.Citrix, MobiControl, TeamViewer, PC Anywhere, VNC.

CEO / IT ManagerThe PC Rescue Man

Setup IT infrastructure for The PC Rescue Man and provided IT Technical Support for individuals and smallbusinesses.Diagnosed and resolved computer hardware, software and networking issues for clients.Responsibilities included removing malware, recovering lost customer data, resolving laptop hardware/softwareissues and website development.Hardware/Software: Windows XP through Windows 7 troubleshooting and repair, HTML/CSS web development,routers, switches, desktop and laptop hardware repair, printer repair, firewall setup, virus removal, refurbishedcomputers, Ghost imaging software, Linux, VNC, WinRAR.

IT Systems Support / Desktop Support TechnicianIntrepid Learning Solutions

Provided local and remote desktop and system administration support for 160 employees. Worked on laptoprefresh project (newer computers and Windows 7 upgrades).Resolved computer hardware and software issues. Fast-paced environment that required a quick learning curve.Hardware/Software: Windows 7, SCCM, Active Directory, Exchange Server.

Technical Support SpecialistSiemens Business SystemsNorthwest Hospital. Seattle WA 

Resolved computer hardware, software, and printer issues as well as providing network troubleshooting supportfor a majority of the computers in the hospital's main tower.Hardware/Software: Windows XP, Memory upgrades, Dell desktop and laptop hardware repair.

The Gates Foundation, Seattle WA Managed Laptop Deployments. Wrote an automated backup script. Wrote and maintained technical documentationas necessary for the project. Triaged hardware and software bugs and worked with vendor toward resolution.Hardware/Software: Microsoft Exchange Server, Active Directory, Ghost (Enterprise), HTA softwaredevelopment (PC X-Ray) using VBScript, Windows XP, Windows 7, VOIP phones and VOIP management

01/1997 to 11/2002Vancouver, WA

Tacoma, WA, USA

Portland, OR, USA

software. Lenovo laptops.Microsoft, Redmond, WA 

Managed the Windows Server Usability Lab providing testing and debugging support for WSUA Test Team.Utilized internal automation tools (WTT, TeamTool and ASI) providing Vista and Longhorn OS/SKU coverage forthe WSUA Test team.Hardware/Software: Microsoft Vista, Longhorn, WTT, TeamTool, ASI.

PC Specialist 2Alternative Resources Corporation

Provided tier-2 technical desktop support resolving computer hardware, software, and network issues.Tracked all work performed into Remedy (call management software).Escalated trouble calls as necessary.Awarded for developing and implementing a new technician-training program.Hardware/Software: HP printers, all-in-ones, tablets, scanners, fax machines. Netscape Navigator, InternetExplorer, Microsoft Office, Outlook, Lotus Notes, Acrobat Reader, Microsoft operating systems.

CertificationsA+ PC Service TechnicianNetwork+Microsoft Certified Professional (MCP)

EducationFast Track Class: Microsoft Certified Systems EngineerTacoma Community College

Cont EdPortland Community CollegeCoursework in Servicing Computer Hardware Systems