Michael Lyons Email & Phone Number

Beverly Hills, California, United States

Supported the IT ecosystem of the Beverly Hills office at William Morris Endeavor by:• Monitoring the Help Desk system to address inbound issues related to Windows and Apple products.• Managing immediate needs such as network and software functionality, office reconfigurations, and on-boarding of new hires.• Logging and documenting all issues in the Help Desk system, including their causes and resolutions.• Swiftly and professionally assessing issues and taking appropriate steps to resolve them while maintaining exceptional service and discretion.• Referring unresolved issues to other team members, Level 2 support, or external vendors when necessary.• Administering user accounts in Microsoft Active Directory, Exchange Server, and Windows Server.• Imaging and deploying Windows and Mac machines.• Assisting with the setup and support of mobile devices.• Providing support for desk phones.• Performing basic server administration tasks such as power cycling and troubleshooting connectivity issues when required.• Managing physical network connectivity, including patch cables, switches, and routers.• Ensuring high information security through password controls and promptly activating or terminating user accounts.• Collaborating with users to address basic Sophos Endpoint Protection alerts.• Configuring and administering Cisco AnyConnect.• Enforcing all information security protocols.• Traveling to other sites (The Wall Group, IMG Models, On Location, and 160over90) to deliver regular IT support.• Maintaining a flexible work schedule.• Maintaining regular communication with users to ensure successful resolution of their issues

Burbank, California, United States

Oversaw network expansion for Burbank locationWorked in Windows environmentSet-up computer/printer hardware in lab and office spacesMapped computers to network printersAdapted to an ever-changing technical environmentManaged user, computer, and group accounts in Active DirectoryOrganized and assisted with Outlook accounts and distribution listsUsed SCCM and Bomgar to assist users remotelyKept in contact with users to ensure successful resolutions were achieved

Burbank, California

Provided remote technical assistance during the Fox / Disney separation to ~11,000 end users Worked in Windows / Mac environment Utilized multiple instances of the ServiceNow ticketing system Adapted to an ever-changing technical environment Managed user, computer, and group accounts in Active Directory Managed user accounts and applications in Okta Organized and assisted with Outlook accounts and distribution lists Used SCCM, JAMF, and Bomgar to assist users remotely Worked with Lieberman Red to create temporary admin passwords Set up features on Xerox web consoles Mapped computers to network printers Kept in contact with users to ensure successful resolutions were achieved

Greater Los Angeles Area

Entrusted with various computer maintenance, set-up and troubleshooting tasks in officeenvironments.• Utilized data migration tools• Mapped computers to network printers• Isolated network connection problems and solved them• Escalated issues to supervisors when necessary• Cleaned up old computers and deployed new ones• Educated users about their new systemWorked at various locations, including Performance Food Group and the USC Keck School of Medicine

Burbank, Ca

Assembled new builds from individual components, installed and updated operating systemsDisassembled and diagnosed customers' computers, and assisted in purchasing proper replacement partsSuccessfully completed data recovery attempts on HDDs and SSDs.Operated in a SOHO client-server network of varying size, often requiring connection troubleshootingHandled a variety of hardware and software environments (Windows, Mac, and Linux).Interacted with customers both in person and over the phone.

Burbank, Ca

Ensured proper organization and fluidity of interactions between registers, cashiers and customers.Entrusted with special clearance to provide overrides when neededGuaranteed the store was kept store presentable and neat.

Electronics

Computer Engineering