Michael J.

Connor
816 St. Regis Court
West Deptford, NJ 08051
856.308.7941
mcb1c8b4@westpost.net
SUMMARY
Results driven, well-rounded IT professional with over 9 years experience workin
g at one of the worlds largest consumer foods companies providing applications a
nd infrastructure support. Acted as team leader on several global projects, util
izing my technical, communication, and customer service skills to reach identifi
ed results.
TECHNICAL SKILLS & SOFTWARE KNOWLEDGE
Novell Client/Server Windows Active Directory Symantec System Center C
onsole
Zenworks 7x Lotus Notes Backup Exec Microsoft Security Updates
iManager Ghost Microsoft Office Blackberry Enterprise Server
ConsoleOne iPrint Symantec Client Magic, & Track-It incident/problem
management softw
are
PROFESSIONAL EXPERIENCE
MARS, INC. MARS INFORMATION SERVICES, WEST CHESTER, PA
7/2001 7/2010
Mars Inc. is worldwide manufacturer of confectionary, pet food, and other food p
roducts.
INFRASTRUCTURE SUPPORT LEAD
5/2007 7/2010
Worked as part of a global team supporting over 50,000 end users of a worldwide
consumer foods company. Key responsibilities included providing tier 3 Netware s
upport, testing and packaging of all licensed applications, implementation of Mi
crosoft Security updates, and testing and implementation of standard desktops/la
ptops for end users.
-Reached yearly goal of 8% incident reduction by delivering training and documen
tation to tier 1 & 2 support teams.
-Led a global team workshop designed to align ways of working and improve team c
ommunications. This improved focus enabled the team to reach the goal of closi
ng 90% of all work orders within targeted Service Level Agreements.
-Managed a project that implemented Magic service desk improving IT service mana
gement while following ITIL best practices.
-Managed regional implementation of Novell Zenworks 7.1 to 35 sites in North and
South America. Project delivered successfully, on time, triggering pay plan b
onus.
APPLICATION FUNCTIONAL SUPPORT ANALYST
5/2006 5/2007
Provided support for a global manufacturing application for food production. Fac
ilitated dialog between internal teams to ensure system performance. Negotiated
and communicated system enhancements to both business and technical resources gl
obally.
-Reduced overhead by 25% by consolidating support of legacy systems.
-Performed monthly audits to insure 100% compliance with corporate server securi
ty.
SENIOR SITE DESKTOP TECHNICIAN
5/2003 5/2006
Provided desk side hardware/software support for 600 users of 3 onsite business
units. Also provided support for 75 remote sales users.
-Delivered all user training initiatives to local site, including new hire IT in
duction, Blackberry, and Lotus Notes 6.
-Actively participated in weekly regional meetings designed to improve support p
rocess. The support process was improved by defining standards and implementin
g a global, follow the sun support approach
-Prioritized workload in order to meet agreed upon Service Level Agreements.
PRIMARY SERVICE CENTER ANALYST
7/2001 5/2003
Provided prompt, first level technical support on a 24 x 7 help desk for all lev
el of global users.
-Consistently exceeded team goal of 70% first call resolution.
-Recognized as top support analyst following first full year of service.
TEKNION, LLC, MARLTON, NJ
11/2000 4/2001
HELP DESK SPECIALIST
Teknion is an international designer, manufacturer, and marketer of office syste
ms furniture.
-Provided on-site hardware and software support for 300+ users.
-Ensured proper tracking and escalation of all incidents using Track-It software
system.
AON RISK SERVICES, PHILADELPHIA, PA
2/1998 2/2000
ADMINISTRATIVE ASSISTANT / ACCOUNTING ASSISTANT
Aon is the leading global provider of risk management services, insurance and re
insurance brokerage, and human capital consulting.
-Worked closely with broker on all client matters including client research and
billing.
-Responsible for daily cash applications, vendor and employee expense checks, an
d monthly accounting reports.
EDUCATION
COMPUTER LEARNING CENTER, INC., Plymouth Meeting, PA, October 2000
Diploma Network Engineering Technology and Administration
TEMPLE UNIVERSITY AND IMMACULATA UNIVERSITY 70 CREDITS TOTAL

PROFESSIONAL DEVELOPMENT & CERTIFICATION

ITIL Foundations V2 Certification
Help Desk Troubleshooting for Lotus Notes v6
7 Habits of Highly Effective People
Managing Technology Projects
Getting to the Heart of Technical Support
Presentation Style and Delivery
Business Writing