John Michael M. Email & Phone Number

Charlotte, North Carolina Area

• Job Duties: • Alert Monitoring for Remote Monitoring Services• PC Desktop/Laptop Support (Windows/MAC)• PC/Server Setup/Deployment (Windows 7/8/10/2008/2012)• IT Help Desk Analyst • Handle Inbound Calls (30 – 40 Daily) • PC/Server Remote Desktop Support • Printer Setup/Configuration• Acronis Backup Reporting/Support• Altigen/NEC Software/Phone Support• MSP Engineer Dispatch• “Internal Service Ticketing” Software- Data entry (ConnectWise)• Creating and Routing Service Request Orders to Field Engineers.• Working with Numerous Service Partners• Weekly Backup Monitoring • AD/DC User Setup/Support• AV Deployment • AV Support (Malicious Software/Virus Removal)• Remote AV Scans (Using LabTech Scripts)• AV Ticket Tracking • Fortinet VPN Configuration • PC/Server Configuration Reporting• MS Office 365 Setup/Deployment• Onsite Cabling (Cat 5/6) • Virtual Workstation Support

Charlotte, North Carolina Area

The primary goal of the Automated Alerts Coordinator is to monitor and manage all call home alert service calls, domestic and international, in conjunction with the Call Center Manager, the Service Partner Manager and any necessary internal support resources to ensure accuracy and expedience in incident closure.Essential Duties and ResponsibilitiesWorked a standard Monday thru Friday shift, but was available 24 x 7 anytime a Call Home Alert driven call requires escalation.Ensures all Call Home Alert-related calls were dispatched to the appropriate Field Engineers to meet Service Level Agreements (SLA's) as specified in the customer contract.Identified incidents that required involvement of Central Engineering, Area Service Managers, Engagement Managers, and/or senior Management.Ensures that Call Center Agents dispatch the correct Call Home Alert incident in a timely manner and proper follow-up times are setWorked closely with the Call Center Supervisor and Call Center Manager to advise of contracts that required special attention such as Call Home Alert Addition/Removal Forms; recommended coaching advice for Call Center Agents; and corrected any contract notes that would prevent possible points of failure.Identified incidents that may be handled by local offices and communicated with Area Service Managers and Regional Service Directors for best course of action.Monitor and measure Call Home Alert incident service metrics and ongoing communications throughout the life cycle of joint incidents.Coordinate and document all communications between SMS, Client and Call Home featured PartnersEvaluate and reconciliation reports on Call Home Alert performance and recommend corrective action as needed Participated in the Root Cause Analysis process where a Call Home Alert involvement was indicated.

Charlotte, North Carolina Area

Job Duties: Quick books 2008-Order Processing (Estimates, Purchase/Sales Orders, and Invoices). In charge of all hardware and software purchases from estimates to processing including the sales of; MS, Dell, NUUO, AVG, Symantec and many others.*Worked with many different vendors including Microsoft, Dell, Tech-data, Ingram Micro, ADI, Synnex and Fortress Systems Int.Helpdesk Dispatch:Job Duties:Using the ALERT! System dashboard entries to facilitate service call requests. Used company SOP to troubleshoot network connection errors, virus infections and many hardware issues. Service calls were escalated after 15 minutes of troubleshooting via phone support or remote desktop. Worked with NUUO video surveillance for Charlotte Mecklenburg Police Dept. and various housing authorities including but not limited to Lumberton Housing Authority properties.Also in charge of project management/coordinator for in house Microsoft/Calyptix campaigns such as lunch and learns' and meet and greets.

Fayetteville, North Carolina Area

Duties:Local sub-contracting for; including in-house service calls for Care Finder's First. IT issues involved virus removals and/or system restores and clean-ups. *Performed numerous minor wireless network troubleshooting and hardware installations.

Bachelors, It

Associates, It