Michael D. Email & Phone Number

Texas, United States

Dallas, Texas, Us

Provided primary support for executive team leadership, including C-level executives.Acted as the primary MDM (Jamf) Engineer for macOS and iOS devices.Implemented secure rotating Mac admin passwords with Extension Attribute reporting.Fully configured a new Jamf instance for the parent company, enhancing device management.Developed and implemented efficient macOS upgrade systems.Improved application update processes for better patching and enhanced end-user communication.Optimized macOS onboarding processes with zero-touch workflows.Administered Meraki Network, ensuring robust network performance.Managed Dropbox administration and optimized file storage solutions.Administered VCenter for virtual infrastructure management.Implemented and managed various SaaS applications to streamline operations.Administered SharePoint for efficient document management and collaboration.Managed SAN administration for reliable storage solutions.Administered Windows Server for stable and secure server operations.Proxmox administration

Dallas, Texas, Us

Led team and provided Tier 3+ escalated support, ensuring swift issue resolution.Administered Macs using Jamf Pro and Apple Business Manager.Implemented and administered SaaS applications for enhanced productivity.Organized and managed IT projects, ensuring timely and successful completion.Led and mentored team members, fostering a collaborative environment.

Dallas, Texas, Us

Provided escalated local and remote support for over 300 end users.Administered Meraki network, including switching, firewalls, and wireless configurations.Managed Okta identity platform for secure user authentication.Administered M365 and Active Directory for efficient user and resource management.Enhanced team leadership practices and improved team culture.Deployed Zoom conferencing systems using neat hardware for seamless communication.

Farmington, Utah, Us

Led IT support for top executives, ensuring high-level service and responsiveness.Supported daily operations of over 1000 endpoints, 2500 end users, and 30+ servers.Migrated hosts and servers from onsite to cloud environments, enhancing scalability.Maintained data center and endpoint hardware, including servers, switches, and firewalls.Improved support knowledge base and documentation for efficient issue resolution.Implemented project management systems to streamline team workflow and communication.Evaluated and implemented applications such as Okta, DocuSign, and SmartDeploy.Administered Google Workspace for seamless collaboration and productivity.Managed Jive phone system for reliable communication.Created and maintained group policies for consistent security and compliance.Executed total network replacements at multiple locations, improving infrastructure.Vetted and implemented a new imaging system for efficient device management.Administered Meraki MDM and Wireless Network for secure and efficient device management.

Sandy, Utah, Us

Provided direct support to top C-level executives and their support staff.Enhanced Help Desk functions and support processes for improved efficiency.Created comprehensive documentation for Help Desk duties, processes, and policies.Administered Mac OS patching and package deployment using JAMF Pro.Managed PC patching and package deployment using Tanium.Monitored and managed complex Crestron Audio Video setups.Administered Cisco Unity System for reliable communication.Evaluated and purchased hardware for over 200 endpoint replacements.Managed annual budgeting and testing for new endpoint hardware.Collaborated with third-party vendors to enhance process efficiency.Evaluated security threats using tools like Cisco Talus, Virus Total, Darktrace, SentinelOne, and CrowdStrike.

Reno, Nevada, Us

Served as the primary contact for 18+ business units handling all support requests.Imaged and shipped 100+ units monthly using ninite tools for businessManaged Windows Server Storage and Active Directory administration for all business unitsParticipated in Change Management procedures working as a US Government contractor.Followed ITIL infrastructure to operate with the business efficiently and accuratelyTroubleshot and repaired / replaced hardware and software.Assembled government proposals using Adobe suite of products and Microsoft Word

Medford, Or, Us

Managed a team of 10-15 technicians, ensuring efficient workflow and productivity.Greeted customers and directed them based on their needs.Completed work orders and invoicing for each vehicle promptly.Communicated effectively with guests to provide optimal solutions.Accurately completed and processed legal documents between dealer and customer.Coordinated daily shop activities, ensuring smooth operations.Distributed work evenly among technicians for maximum productivity.Resolved customer complaints fairly and rationally.Fostered positive experiences for team members and guests.

Us

Us

Respond to IT Support Requests: Receive and log incoming support tickets or calls, either via phone, email, or a ticketing system, from end-users needing assistance.Diagnose and Troubleshoot Basic Issues: Troubleshoot common hardware and software problems, such as login issues, printer malfunctions, network connectivity problems, or software crashes.Resolve Tier 1 Support Issues: Provide solutions to common technical issues, including password resets, software installations, basic networking issues (Wi-Fi, VPN), and application troubleshooting.

Processed an average of 125 customer transactions per day, ensuring accuracy in cash handling, credit/debit transactions, and digital payments.Delivered exceptional customer service by greeting customers, answering inquiries, and resolving issues promptly and courteously.Operated the point-of-sale (POS) system to scan items, process payments, and apply discounts, coupons, and promotions.Maintained a clean and organized checkout area, ensuring all merchandise was properly bagged and handled with care.Assisted in inventory management by restocking shelves, organizing products, and ensuring items were properly labeled.Ensured compliance with store policies and procedures regarding returns, exchanges, and customer transactions.Collaborated with team members to improve store efficiency, reduce wait times, and enhance the overall customer experience.

Associate Of Science - As, Information Technology

Pathway Certificate, General Studies

High School Diploma, Information Technology