Download PDF

An experienced IT professional with an expertise in Windows, Mac and cloud-based environments, software/hardware support and deployment, network administration and remote support. With a record setting of over 4000+ closed/resolved troubled tickets.

I’ve held positions with responsibilities that included, but were not limited to: training for up to 100+ employees engaged in operating system tutorials, data migrations, computer imaging, Cisco Unified VoIP configuration and deployment, Active Directory user and computer implementation, Microsoft Exchange licensing, creation and policy distribution, client relations, website management/maintenance, and data entry.

Not to mention, I possess 3+ years of diversified Customer service/professional experience. In addition to, excellent communication and written skills. I am and was dedicated to achieving both customer satisfaction, and relation; as well as, meeting or surpassing company expectations. Furthermore, I have a profound ability to focus on projects, and develop strategies that are conducive to myself and other team members.

Some of the testimonials from satisfied end-users:

"Michael, gave me a follow up message as well to make sure my needs were met. Very good at his job and very professional."

- Darren Copeland, Chicago, IL

"Michael is such a life saver and seems to always be able to figure out my complicated computer glitches and problems. Really appreciate it, allows me to get back to work much faster and more efficiently. "

- Erin Peavey, Phoenix, AZ


Needless to say, I consider myself an ideal team player making significant contributions towards the team and my very own personal success.

I look forward to meeting and connecting with you!

Areas of expertise

System Engineering

Data Migration/Recovery

Network Administration

Web Design

Graphic Design

Technical Support

Service Level Agreements

Education

Jun 2015Present

Bachelor's Degree,Criminal Justice/Information Technology

Wichita State University
Aug 2011May 2014

Associate Degree, Windows Administration

Butler Community College

Skills

~Computer Skills~

Servers, Workstations, Mobile Devices, VoIP

SQL (Sybase, MS SQL, MySQL), Visual C#, C++, C, HTML (CSS, XHTML, PHP)

  • Operating Systems (Windows: ’98, XP, Vista, 7, 8, 8.1, 10, iOS: El Capitan, Linux: Ubantu)
  • Terminal Server (Active Directory, Microsoft Exchange, Citrix)
  • Cloud Storage (Google Drive, Dropbox, THRU) 
  • Adobe CC (Photoshop, InDesign, Illustrator, Dreamweaver, Acrobat)
  • Office365 (Word, Excel, PowerPoint, Access, Outlook, Skype for Business, OneDrive, OneNote, Visio, Project, Expression)  
  • Web Browsers (Chrome, Internet Explorer, Mozilla Firefox)
  • AutoDesk (AutoCAD, Revit, 3ds Max, NavisWorks)
  • Remote Support (Dameware, Go-To-Assist, TeamViewer,  Remote Desktop Connection)
  • VoIP (Cisco Jabber, Mitel)

Customer Satisfaction Reviews

Monthly average of surveys received

Work experience

2015Present

IT Service Desk Analyst

Buchanan Technologies
  • Full responsibility for timely and planned responses for first-level IT Service Desk tickets; supporting clients throughout the U.S and other countries. Install, diagnose, repair, and upgrade computer systems and software. Assign user accounts and grant permissions to shared resources; Assuring senior management of data protection by demonstrating permission settings.

2014 2015

System Support Analyst (Contractor)

Aerotek
  • Investigated and troubleshot technical issues for 1000+ domestic and international public accountants and proprietors, pertaining software applications, servers, networks, and printers. Educated end-users on supported in-house applications.

20112013

Customer Service Representative

The Arnold Group (TAG) - A Human Resource Company
  • Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems. Escalated service concerns received from end-users regarding dealership experiences. Maintained a high-volume workload within a fast-paced environment.

2009 2014

Internships

ManPower Groups

Web Development & Marketing Intern, HighTouch Technologies, Wichita, KS (2014)

  • Performed webmaster duties for several domains, generated, analyzed, and processed statistical data for marketing and web development projects.

Instructional Support Specialist Intern, USD 259 IST Data Center, Wichita, KS (2013)

  • Upgraded laptop’s operating system, maintained hardware infrastructure, performed field installations to deploy USD 259’s first VoIP phone system, coached staff personnel in network backup and restore, educated staff in using Windows 7 operating system.

IT Support Specialist Intern, Via Christi Congregation St. Joseph, Wichita, KS (2009)

  • Implemented new security standards, maintained local area LAN network for 100+ workstations, set up new inventory tracking system, upgraded Windows ’98 machines to Windows XP Enterprise.