Michael S.

Geller
______________________________________________________
1610 SR 60, #7E, Valrico, Fl 33594 , 813-526-3554 mg526e64@westpost.net
Computer Skills: Windows 9x, NT, 2000 and XP, MS Office, local desktop and netw
ork troubleshooting, A+ Certified and Dell Certified Systems Expert
Education: Northeastern University, Boston, MA
Bachelor of Science in Electrical Engineering, June 1996
Experience:
T-Mobile, Service Desk Analyst II October 2007-August 2009
* Answer telephone calls from internal customers; corporate/retail/call
centers/service partners.
* Perform problem diagnosis troubleshoot/resolve or route to appropriate supp
ort departments.
* Remedy call tracking program is used to track every call and email in
to the Service Desk.
* Inbound emails are handled in the same manner as telephone calls, re
solution or dispatch to proper departmental support group.

Harvard Business School, Technical Support Analyst April 2000 - Sept. 2005
* Provided high level of technical support knowledge to Harvard Business Sch
ool faculty and staff.
* Provided direct support to customers as well as provided internal support
for Technology Support Services.
* Resolved a variety of customer issues independently via direct interaction
with assigned customer base in addition to using phones, email and ticketing
system, Heat, to interact with and troubleshoot customer issues.
* Serviced and maintained annual software updates, Sweeps; deployment and u
pkeep of all customer network printers and all associated computer issues, probl
ems and general questions.
Boston Children's Hospital, End User Support Specialist May 1998 - Fe
b. 2000
* Provided technical computer support for hospital staff.
* Responsible for customer troubleshooting via telephone; logged calls, Remed
y; made field visits to resolve software problems; assisted in the maintenanc
e of accounts; assessed degree of computer inoperability and assigned problems t
o the appropriate departments when necessary.