Travis E.

Massey
1346 Boone Court * Indianapolis, Indiana 46217
317.417.0965
temassey@comcast.net

DESKTOP TECHNICIAN / CUSTOMER SERVICE PROFESSIONAL

Helpdesk Management * Implementation & Configuration Management * Testing * Trou
bleshooting * Cost Reduction * Security * Licensing Compliance * Sales * Custome
r Service
My technical experience has encompassed field support and walk up support, which
allows me to be a focused and self-motivated contributor with an extensive back
ground providing of superior level of customer service to meet and consistently
exceed expectations while adapting to new projects or change in scope and proced
ures.

CERTIFICATES
Microsoft Certified Professional * A+ * Microsoft Certified Desktop Support Tech
nician
Network + * Dell Certified - Desktops & Laptops
HP Certification - Desktops, Laptops & Workstations
Security + - Pending

TECHNICAL COMPETENCIES
Hardware: Dell/Compaq/HP/IBM desktops & laptops * Server Architecture * Printers
* Wireless Routers
Software: Windows 2000/XP/Server 2003 * Office 2003 * TCP/IP * Ghost * Drive Ima
ge Pro * Antivirus software * HP Jetadmin * Systems Analyzer * Microscope Hardwa
re Diagnostic * Microsoft Baseline Security * Marimba * Altiris * Credent * Micr
osoft Remote Assistance

CAREER TRACK

SITE FIELD ENGINEER November 2009 - Present

UNISYS CORPORATION Indianapolis, Indiana
SITE FIELD ENGINEER May 2008 - November 2009
ABBTECH STAFFING Indianapolis, Indiana

Directly employed by Unisys from Abbtech Staffing, at the Indianapolis Defe

nse Finance and Accounting Service Center under the DMI 2 project , I have conti
nued my role as a desktop support technician. The DMI team supports 5,000 compu
ters. I have successfully imaged laptops and desktop, deployed computer equipme
nt, and migrated users manually and using a modified Windows Migration Tool; and
received my security clearance. Including computer configurations, I have succ
essfully troubleshot Active Client software used with CAC readers and cards to a
llow users to login to computers and secure areas of the network, along with pri
nter issues and MS Outlook issues. I have completed tickets that have been assig
ned to me within their SLA. Other duties include installing commercial software
and government software; and when applicable configure software with user IDs.
During weekends, I have volunteered to move a large number of users from one lo
cation to another, known as BRAC moves. As assigned by the site lead, I assiste
d in testing the Software Installation Guidelines document, which included the i
nstall and troubleshooting of Marimba for the Enterprise. I have successfully r
estored files from Altiris.
In addition to resolving computer issues and providing customer service, I s
uccessfully document work in progress on assigned tickets using Remedy. I have d
emonstrated strong decision making when required to escalate issues to our site
lead or to site engineers.

HP FIELD TECHNICIAN September 2007 - March 2008

POMEROY IT SOLUTIONS Cover Indiana
After receiving work orders from HP, I am responsible of making first conta
ct with customer to establish ETA for repair based on ETA of part. I provided h
ardware repair and troubleshooting of desktops, laptops, and printers. I have c
ompleted repairs for the following agencies: IRS, SSA, VA Department, and FSSA.
I have completed a project for Pomeroy's national dispatch to resize hard drives
and complete an inventory of equipment.

LEAD TECHNICIAN May 2007 - October 2007

GLOBAL RESOURCES/INSIGHT Carmel & Indianapolis, Indiana
Provided initial contact with an Amica Insurance representative and lead a spec
ialist in the deployment of 15
video adapters and LCD displays. Video adapters were configured for the attachm
ent of two displays.
Provided initial contacted with a Chase representative in the retail training d
epartment and a specialist in the replacement of 16 IBM x41 desktop computers.
Primary role was to count inventory, verified workstation naming during image st
aging, and complete site verification form with milestone data.
- As required, updated Insight command center with progress of deployment and la
beled workstation.
- Verified workstation checklist and wiping of old computers for disposal.
- During initial testing of workstation an application error was troubleshot wit
h assistance of Chase helpdesk and again with assistance from helpdesk troublesh
ot issue with scanner during testing by a Chase trainer.

FIELD SERVICE & INTERNAL TECHNICIAN 2005 - 2007

COMPUSA Indianapolis, Indiana
FIELD SERVICE TECHNICIAN 2004
SUNRISE TECH GROUP, INC. / COMPUSA Indianapolis, Indiana

Provide highly effective technical and customer service leadership in a fast-pa

ced business environment both for valued client base and for internal sales and
operations department. Work in close concert with senior management and key pers
onnel to identify, troubleshoot, and resolve network, desktop, and laptop issues
.
- Gather information from internal and external customers and develop cost-effec
tive hardware and software solutions.
- Assist customers over the phone in troubleshooting all manner of technical iss
ues, including providing training as appropriate to maintain high customer satis
faction.

- As required, assist with special projects throughout the store.

- Efforts consistently achieved approximately $1,300 in sales per month as a res
ult of exceptional troubleshooting abilities. In addition, successfully obtained
a security clearance necessary to serve customers in the Defense Contract Audit
Agency. Provide desktop support to networked computers at the Defense Contract
Audit Agency that included imaging of laptops and Outlook support.

- Design and install wireless networks both internally and at customer locations
, and assist customers remotely in troubleshooting all manner of technical issue
s, including providing training as appropriate to maintain high customer satisfa
ction.
- Technical support to sales force and exemplary retail customer service at the
store.
- Troubleshot desktops and laptops for Tech Department.

DELL TECHNICIAN 2004

KFORCE / UNISYS CORPORATION Indianapolis, Indiana
- Completed special project for Dell to replace recalled hard drives in point-of
-sale computers at Radio Shack retail locations in Indianapolis and Northern Ind
iana, including troubleshooting image and updating the POS server.
- Provided residential and business onsite Dell warranty repair on desktops and
laptops.

DESKTOP SPECIALIST 2004

S&R / CLARIAN HEALTH Indianapolis, Indiana
Consultation provided to various department managers to assess equipment, softw
are, and hardware needs.
- Relocated equipment and installed software and hardware when time allowed.

PC TECHNICIAN 2003
ALTERNATIVE RESOURCES CORPORATION / CAMP ATTERBURY Edinburgh, Indiana
Laid and maintained CAT5 cabling for Local Area Network.
- Added Active Directory users with terminal services, and configured printers.
- Completed smaller projects during the month.

PC TECH 2003
TECHNICAL YOUTH Indianapolis, Indiana
Moved desktop computers and printers at Wellpoint, then provided desktop suppor
t the next morning ranging from network, printing or phone issues to end-users.
- Installed updated virus definitions and security patches with VNC at Simon Pro
perties Group in Indianapolis, Indiana.

MICROCOMPUTER HARDWARE SPECIALIST 2001 - 2003

BUTLER UNIVERSITY Indianapolis, Indiana
Dell-certified to make warranty repairs on all Dell computers that included ins
talling hard drives, memory, motherboards, and other components. Successfully pr
ovided desktop support to troubleshoot operating system and hardware using Dell
and Apple diagnostics, as well as HP JetAdmin to resolve printing issues and mai
ntain inventory of printers.

- Facilitated in the migration from Windows NT to Windows 2000. Assisted faculty

and staff with documentation backups and system setups.

Previous positions include:

Configuration Tech - Westaff / Compaq/HP Configuration Center
Helpdesk Specialist - Meridian Insurance
Deployment/Desktop Technician - Directfit/St. Vincent Hospital
Deployment/Desktop Technician - Directfit/Community Hospital

LEARNING CREDENTIALS
BACHELOR OF SCIENCE IN BUSINESS - INFORMATION SYSTEMS 1989
Ball State University Muncie, Indiana
Small Business Administration Minor * Committee Chair & member, Sigma Tau Gamma
Additional courses, seminars and workshops include:
Network Services Group * Microsoft Certified Technical Education Center

INTERESTS & ACTIVITIES

Member & Past President, Speedway Wheelman Bicycle Club

REFERENCES AND FURTHER DATA PROVIDED UPON

ESTABLISHMENT OF MUTUAL INTEREST