Michael David Ripley

3403 Salerno Dr. NE, Grand Rapids

E-mail: Michaelripley@live.com
Cell: 616-636-7042

Objective: To obtain a fulfilling career in the Information Technology industry where I can
contribute to the success of the business via my skills and experience.

Certifications:
Microsoft Certified Professional (MCP)
Microsoft Certified Desktop Support Technician (MCDST)
ITIL Foundation in IT Service Management
Service Desk Professional (SDP)

Currently pursuing the following certifications:

Microsoft Certified Solutions Associate (MCSA) Windows Server 2012
CompTIA Security+ Certification
CompTIA Advanced Security Practitioner (CASP)

Education:
PC Pro Schools, Grand Rapids MI
Microsoft IT Training Academy

New Horizons, Lansing MI

ITIL Foundation
Security +

Technical Skills:
Troubleshooting Microsoft Windows 7/8, Server 2008/12, Android, iOS, and OSX.
Setting up and supporting Microsoft Office Suite 2013, Microsoft Internet Explorer, Firefox,
Chrome, ITunes, Safari and Server tools.
Performing and troubleshooting an installation or upgrade of Windows 7/8, Server 2008/12, iOS,
OSX, and Android
Providing skilled technical support via phone, Email, and desk side support.
Skilled with monitoring, reporting, detection, and prevention software.
Installing and troubleshooting virtual machines, thin clients, and remote desktops.
Skilled with installing and diagnosing LAN, WAN, VoIP, networking hardware and software
Experience using and troubleshooting incident management and ticketing systems such as SAP
and Remedy on Demand
 Work History:

Peckham, Inc. (Feb 2015-Current)

Title: USDA IT Help Desk Supervisor
Supervised multiple help desks in a call center environment for support of departments within
the United States Department of Agriculture.
Responsible for supervision of IT technicians to assure productivity, quality and timeliness of
work in the completion of assigned projects and departmental goals
Perform tasks to assure service level requirements are met
Interview/Terminate help desk technicians as needed
Maintain accurate department records
Complete and deliver employee performance appraisals and monitor staff quality and
performance
Assist in the design, development, and delivery of new employee training as needed
Assist in the development of employee schedules as needed
Maintain and monitor essential systems for the USDA and coordinate with appropriate contacts
to resolve issue.
Maintain up to date resources and knowledge base.
Conduct risk assessments and collaborate with clients to provide recommendations regarding critical
infrastructure and network security operations enhancements.

Family Christian Service (Oct 2014-Feb 2015)

Title: Help Desk Technician
Worked with a team to provide remote support for 260 stores nationwide.
Responsible for writing detailed tickets for every interaction and seeing them through to a
resolution.
Used multiple programs to provide support via phone, remote desktop, and email.
Resolved Issues concerning Networking, Hardware, Printers, SQL database, and POS systems

Whirlpool (Feb 2014-May 2014)

Contracted through Pomeroy
Title: Desktop Service Technician
Worked with a team in different whirlpool locations (corporate and manufacturing) which
involved travel and weeklong stays, having to cooperate with DSS services to complete
upgrades.
Upgraded and refreshed many different model of laptops and desktops from XP to Windows 7
via deployment software and hard drive replacement
Was responsible for installing and configuring all software for users PC, ranging from Standard
Office applications, to specific programs for users position
Made precise documentation of all actions and errors(if any) for successful communication with
DSS services

Farmers Insurance (Aug 2013-Feb 2014)

Title: Field Technician
Worked with a team in a corporate environment of 2500+ employees to upgrade all assets to
new Windows 7 Machines
 Provided advanced technical support via phone and Desk side service on all aspects of PC
setup.
Made documentation on all interactions with users and a diverse range of software.

Wells Fargo Associates (Jan 2013-Mar 2013)

Title: Senior Desktop Support
Took part in a project where the company migrated from Windows XP and Office 2003 to
Windows 7 and Office 2010 as well as upgrading their hardware.
Provided computer help desk/desktop support for users who were unfamiliar with the new
OS and Office Suite
Was responsible for setting up printers and scanners on new system and performed
diagnostics and troubleshooting of system issues.
Handled crucial system problems for Stock Brokers, where downtime was extremely
detrimental to the users.

Sparrow Health System (Nov 2012-Dec 2012)

Title: Help Desk Technician
Took part in a Go Live operation where the hospital had a drastic overhaul to an Electronic
Medical Record system, resulting in first line support with unexpected errors and call volumes.
Provided computer help desk support via telephone communications with end-users.
Performed diagnostics and troubleshooting of system issues and documented help desk
tickets/resolutions.
Was responsible for handling urgent calls related to medical situations, was required to
judge urgency and handle communications with medical professionals.

Consumers Energy (April 2011 - July 2012)

Title: Customer Service/Sales Representative
Make contact with many customers via telephone, resolving issues within a short period of
time while still providing customer satisfaction.
Handle billing inquiries and issues regarding large amounts of data, understanding, and
problem solving.
Must meet objective performance standards, concerning multiple qualifications grading
performance as an employee
Work in a computer centric environment utilizing SAP and Windows Office applications.
Offer and sell value added products and services to customers