Michael T Varnell

PROFESSIONAL VALUE SUMMARY

Senior systems administrator with more than 13 years of professional experience providing exceptional customer service skills in a client/server environment. Understands government business processes and objectives in detail. Adept at serving enterprise (6,000-13,000 DPW), medium (100-1000), and small (5-25) user communities with a focus on end-user satisfaction. Ensures that all project goals are accomplished according to specifications and business objectives in an expedient manner requiring minimal to no supervision in order to complete goals. Achieved recognition in each of his years at Hershey Co. as a top performer within his peer group. Diverse technology background including in-depth working knowledge of PC and server hardware, Microsoft software suites, in addition to advanced network devices. Microsoft Certified Professional/technology specialist who is focused on continuing education by pursuing additional Microsoft certifications and 3rd party vendor certifications.

PROFESSIONAL REPUTATION
Respected at all levels of the technology industry specifically regarding dedication to customer satisfaction, commitment to the creative implementation of new technologies, and for his follow-up efforts to ensure that any issue that is brought to his attention is resolved to everyones satisfaction in a timely manner. Proven ability to facilitate the needs of numerous Commonwealth projects in a competent and efficient manner due in part to his working knowledge of Commonwealth standards, policies, and expectations. Progressive professional style, commitment to excellence, and innovative technical skills ensures Michael to be a positive addition to any information technology team.

PROFESSIONAL EXPERIENCE SUMMARY

Microsoft Technologies Technical Writing MS Server Admin Desktop Management Symantec Backup Exec JavaScript/VBScript Development Mobile Technologies Microsoft SharePoint Software License Management 13 13 8 6 6 5 Network Technologies Help Desk Support SMS/SCCM Admin Cisco ADSM, Cisco Call Manager Product Evaluations/Research Software Rollouts 1 3 1 3 7 6 6 4 Web Technologies Network Systems Management Windows Shell Script R&D Virtual Machine Technologies ASP Development McAfee Enterprise Technologies (ePO/VSE/HIPS) MS SQL Admin ASP/VB.NET Development Veeam VM Backup & Replication 13 8 6 6 5 4

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MS Exchange Admin Xerox Docushare ECM Belarc Belmanage

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TECHNOLOGY EXPERIENCE SUMMARY

Operating Systems: MS-DOS, Windows 3.x, WIN 95, WIN 98, WIN ME, NT, WIN 2000, WIN XP, Server 2003, Server 2008, & Win7 in addition to various versions of LINUX and Macintosh Microsoft Access, SQL 2000, SQL 2005, SQL 2008, MySQL, XML TCP/IP, SNMP, SNA, LAN, MAN, WAN, NETBEUI, Ethernet, NetWare, Fiber, 802.11x Wireless, IPSec, VPN, Bluetooth, SMTP, DNS HTML, PHP, JavaScript, ASP/VBScript, ASP.NET/VB.NET, WMI, AutoIt, MS PowerShell FrontPage, Dream Weaver, Paint Shop Pro, Notepad++ SMS 2003, Active Directory, Remote Desktop, DameWare, Remote Control, Windows VM, PC Anywhere, VMware, VNC, RDP, USMT, SCCM, Symantec Backup Exec v10-12,5, IIS 6/7, Hyper-V, Exchange 2007/2010, Remedy, Cisco ADSM, Cisco Call Manager, Belarc Belmanage Microsoft Office Suite (up to 2013), Outlook, MS SharePoint, NetMeeting, Xerox DocuShare, WebEx McAfee SafeBoot, VSE, & HIPS, Cisco VPN, CheckPoint VPN, Zone Alarm Firewall, Symantec Norton AV, Symantec Endpoint Protection, MS OneCare, HiJackThis HTML 5, MS PowerShell, DOT NET 4.0/4.5

Databases: Network Protocols:

Programming Languages: Development Tools: Administrative Tools:

Office Collaboration: Desktop Security Tools:

New/Emerging Technology:

WORK HISTORY
JPL Integrated Communications, Inc. (formerly JPL Productions), IT Specialist, (July 2012-March 2013), Harrisburg, PA Microsoft Exchange 2010, SharePoint, Active Directory, Hyper-V administration, Belarc Belmanage desktop management, MS Shell/PowerShell script development, Symantec Backup Exec backup administration and development, Veeam VM Backup & Replication administration, Cisco Call Manager IP phone administration, MS DNS/IIS administration, software licenses management and purchases, collaboration technology research and development, general help desk support Adept Consulting Services, Inc. (formerly Transfer Technology), IT Consultant, (April 2007-June 2012), Harrisburg, PA Intranet administration and maintenance, computer systems coordinator, Microsoft SMS/SCCM/Active Directory administration and maintenance, McAfee ePO, VSE, and HIPS administration and maintenance, creating/modifying InstallShield, SMS, and MSI installation programs, develop Microsoft Windows shell scripts, VBScript, .ASP, WMI, AutoIt, and MS PowerShell scripts to maintain ~4000 PA DEP systems, create Symantec Ghost images,

analyze emerging technologies for practical application, Microsoft Office administration, remote application installation and maintenance, Cisco VPN client installation and maintenance, USMT implementation, Cisco ASA 5505 VPN firewall setup, configure, & administration, Xerox DocuShare administration ~13,000 PA DPW users, develop ASP.NET/VB.NET solutions, Symantec Backup Exec for PA EHB, and Exchange administration for Adept The Hershey Company, Information Services Help Desk Technician, (July 2003-March 2007), Hershey, PA Provide day-to-day technical support of 6,000+ internal/remote clients using computer technologies such as Email, Internet/Intranet, database, FTP, diagnose connectivity issues for dial-up, DSL, cable, ISDN, wireless, VPN, LAN and WAN connected computers and handheld devices, take ownership of technical support issues to oversee them through completion, diagnose, troubleshoot and maintain software and hardware errors and assign them to the appropriate support group if an immediate resolution is not reached, perform account maintenance for dozens of applications and Web services, train clients how to utilize Web-based account maintenance sites, self-help sites and how to properly resolve issues without calling technical assistance, avg. 95% 1st call resolution rate & 95% customer satisfaction rate over three years time, Help Desk Agent of the Month recipient 12 times, Circle of Excellence award recipient 25 times TEK Systems, Inc., Computer Support Technician, (April 2003-May 2003), Harrisburg, PA Stage computers in preparation of deployment installing OS (W2k) and software in addition to modifying settings for new Dell desktops/laptops, map drives in order to connect the computer to specific servers required by some of the programs used, orient the user with their new system and applications, perform Quality and Assurance on the staged computers prior to deployment, diagnose, troubleshoot and maintain software and hardware errors EarthLink Inc., Electronic Support Technician, (August 2000-October 2002), Harrisburg, PA Technical support for millions of customers via the telephone, diagnose, troubleshoot and maintain Internet connections over dial-up, DSL, satellite, cable and networked computers, proficiently exhibited call control techniques, diagnose, troubleshoot and maintain software and hardware errors. Assist supervisor in running the team, provide answers for and assist in training of new or inexperienced technicians, train customers how to utilize Web-based account maintenance site, self-help sites and how to properly resolve issues without technical assistance, nominated by my supervisor on many occasions for Technician of the Month award, promoted to the electronic support department after 1 year of phone support where I received cross-training to provide customer service, received Most Improved Electronic Support Representative award for June 2002, created hundreds of technical documents for the customer and employee knowledgebase, assisted the company in lowering customer churn by investigating self-inflicted issues that resulted in customers inactivating accounts as well as implementing ideas to reduce the number of such occurrences, beta tested new software and account management Web site

EDUCATION & CERTIFICATIONS 3

Microsoft Exchange 2010 Boot Camp Training (2012) Microsoft Certified Professional (MCP 2.0) [WinXP Install/config/admin] (2010) Associates in Applied Science Degree [Computer Networking Technologies] (2009) Certification in Computer Networking Technologies (2004) Nashville Auto Diesel College [Automotive/Diesel Technologies] (1988)