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Michael N. Smitasin
111 Shelton McMurphey Blvd Apt #53
Eugene, OR 97401
H: 541-968-0689
W: 541-346-3305
E: smitasin@uoregon.edu

Experience
2008 - Present
A&AA Computing Services, University of Oregon
Eugene, OR
Information Technology Consultant 2
- Department's Request Tracker workflow design, implementation, training, configuration & administration.
- Developed relevant data reports for tickets, including employee and monthly statistics, as well as tickets by departments & institutions for predicting fund and resource allocation in the future.
- Drafted customer facing announcements and templates regarding RT system.
- Worked with IT Director, and Computing Lab & Output Room Managers to develop new department procedures and guidelines, including Help Desk solutions, and Service Level objectives.
- Interviewed, trained, supervised and provided escalation support to student technology consultants.
- Documentation administration, including new article creation, updates, standardization and training.
- As a department, provided in-person, phone, and email support to roughly 140 faculty, 30 staff and officers of administration, 1700 majors, 25 customers in grant-funded institutes and 10 in the University Planning office.
- Technology Support consisted of hardware diagnostics, software troubleshooting, training, individual backup assistance, new equipment setup, application installation, email client configuration, and Exchange migration.
- Also provided purchase consulting for hardware and software solutions, new workstation deployment using radmind suite, hand held device configuration and project research, such as a customer feedback survey.

2007 - 2008
Technology Support Services, Nordstrom IT
Seattle, WA
Help Desk Analyst
- End User technical support for 150 stores, multiple warehouses and corporate offices.
- Provided initial software/hardware troubleshooting for workstations, printers, POS terminals, etc.
- Utilized HP OpenView Service Desk for call documentation and escalation.
- Password Administration for Active Directory, Mainframe, Retek applications, Unix servers, etc.
- Diagnostics of Remote Access issues using RSA Security and Cisco VPN client.
- Maintained Help Desk phone message for hourly updates and during High/Critical Incidents.
- Created new and revised existing internal documentation and Knowledge Base articles.
- Met or exceeded expectations for quantity, availability, classification, and resolution.
- Contributed to department average of 97% or greater customer satisfaction of those surveyed.
- Trained new employees on Workstation/Windows/Office basics and common issues.
- Participated in project to revise internal SharePoint as a unified source of information for the Help Desk.
- Initiated project and designed proofs of concept for an online Service Call submission page that gathers required information from End Users in order to reduce return calls for In-bound Email queue.

2006 - 2007
Information Services, University of Oregon
Eugene, OR
Departmental Apprentice / Help Desk
- Direct end-user assistance and consulting for Mac and PC software/hardware.
- Assistance to full-time IT staff in providing technical support to nine departments within PLC Hall.
- Local and Network Printer configuration including static IP assignment.
- Ethernet and wireless connectivity troubleshooting.
- Virus removal / Antivirus installation, and security maintenance.
- Operating Systems support for Windows 98/2000/XP/Vista, and Mac OS X.
- Diverse email client setup and configuration for POP and IMAP.
- Pre-purchase advising for software, hardware and peripherals.
- Backup assistance, system restoration and data recovery for notebooks and workstations.
- Coordination with Network Services and Security Consulting departments.
- Self-management of scheduling and appointments.

2003 - 2004
A+ Wireless
Eugene, OR
Customer Service / Sales Representative
- Troubleshooting and technical support for handheld devices on CDMA, TDMA, and GSM networks.
- Account activation and assistance for multiple carriers.
- Inventory / sales recording and tracking via hardcopy and UPC database.

Education
2003 - 2007
University of Oregon
Eugene, OR
Bachelor of Science, Digital Arts
3.54 Cumulative GPA