Michael Thomas Goga

205 Alice St
Vestal, NY 13850
Home: (607) 725-1924
E-mail: MichaelTGoga@yahoo.com
OBJECTIVE
Desktop Support/Computer Technician
QUALIFICATIONS
Extensive experience in delivering exceptional customer satisfaction and improvi
ng overall operations. Proficient in front-end and back-end operations, developm
ent and support. Strong interpersonal and organizational skills. Intuitive analy
tical ability to attain network, desktop and application level solutions.
• Hardware Replacement
• Hardware/Software Troubleshooting
• Help Desk Specialist
• Excellent Customer Service Skills
• Technical/End User Support
• Training Facilitator
• Support of Windows 7/Vista/XP/2000

EDUCATION
Broome Community College Binghamton, NY
* Major: Computer Information Systems
Chenango Forks High School Binghamton, NY
* Major: Business
Currently studying for the CompTIA A+ exams

PROFESSIONAL EXPERIENCE
February 2010 to Present INDEPENDENT CONTRACTOR Vestal,
NY
Printer Technician
* Uninstalling existing laser printers and installing HP network laser printers
at various sites
* Training staff on use and features of printers
January 2008 to January 2010 TOLT SERVICE GROUP Milford,
DE
Field Service Technician
* Computer Technician for most computer hardware, printer, server, and network e
quipment used by the retail industry
* Providing outstanding 24 hour Field Service Support for over 20 stores in the
states of Delaware, Maryland, Pennsylvania, and New Jersey
* Performing preventative maintenance on most aspects of retail and office compu
ter equipment used by the retail industry
July 2007 to January 2008 SCIENTIFIC GAMES INC Dover, D
E
Field Service Technician/Retailer Lottery Trainer
* Computer Technician for all Delaware lottery terminal hardware, peripherals, n
etwork, and satellite dishes in a retail environment
* Performing preventive maintenance and system updates to retailer lottery termi
nals
* Assisting in the completion of monthly retailer preventive maintenance cycle f
or the first time ever in Delaware
* Training new retail employees on the lottery system and the various lottery ga
mes
March 2007 to June 2007 STCR BUSINESS SYSTEMS INC Endwell,
NY
Support Center Analyst
* Supporting customer point-of-sale and back office hardware and software applic
ations used by the retail industry
* Making recommendations on how to improve client’s systems
* Researching and resolving retailer system issues and questions by phone and by
connecting to retailer systems remotely
* Documenting all client problems and resolutions in the HEAT Help Desk database
March 2003 to March 2007 UNITED MEDICAL ASSOC Johnson
City, NY
Applications Assistant/Help Desk Specialist
* Heading the Information Services Help Desk of over 300 United Health Services
and United Medical Associates employees with their software, hardware, and netwo
rk system related issues
* Heading the customizing, maintaining, and teaching of the SDS Help Desk Databa
se in order to track Help Desk calls andcreating reports from the database using
Microsoft Access
* Running and writing various reports and scripts using SAR and DSAR and OLIE
* Installing various programs on employee computers and assisting Network Suppor
t staff in the installation of new computers
August 2000 to March 2003 UNITED MEDICAL ASSOC
Johnson City, NY
3rd Party Payer Representative/Patient Accounting
* Processing insurance claims and billing for United Medical Associates and Unit
ed Health Services
* Researching and correcting rejected claims in order to re-bill insurance compa
nies
* Training new business office employees on how to use the Signature computer sy
stem
* Assisting with the lowering of A/R days under 50 for the first time ever with
United Medical Associates
January 1999 to August 2000 NATIONWIDE CREDIT
Vestal, NY
Customer Financial Professional/Escalations Supervisor
* Working in Collections Department as Supervisor.
* Answering inbound calls and questions from MCI WorldCom customers in reference
to their accounts
* Entrusted with the most complex customer service issues as a result of excepti
onal ability to promptly resolve concerns and satisfy customers
June 1998 to January 1999 IBM Endicott
, NY
Assembly Line Sorter
* Inspecting a wide variety of computer hardware for defects and documenting def
ects
* Sorting computer parts off an assembly line and stocking them on shelves in or
der to be reused