Michael Lucas Email & Phone Number

Kalamazoo, Michigan, United States

Kalamazoo, Michigan, United States

• In addition to my previous duties as a Desktop Support II, I now spend more than 70% of my time working on System Administration duties including:
• Administering hundreds of virtual servers through vSphere
• Setup and administration of Microsoft Intune, migrating our various endpoints to a cloud-based endpoint solution along with configuration and policies
• Administering multiple VDI desktop pools in VMWare Horizon
• Setup and administration of all new Windows Server 2019 installations and remediation of Windows Server 2012 R2
• Responsible for migration from Office 365 licenses to Microsoft 365 equivalents or upgrades.

Kalamazoo, Michigan Area

• IT Desktop Support II
• ZAGG Brands
• Kalamazoo, MIResponsible for day-to-day support of the preferred brand in cell phone accessories in computer hardware, software, and networking.
• Administrator for VMware vSphere, Ivanti Endpoint Manager (formerly LANDesk), Office 365, Duo, Zendesk, Dell SAE, APC PowerChute
• Active Directory administration including user and computer management, Group Policy management, PowerShell, and Windows DHCP
• Office 365 Global Administrator while also handling licensing for users

Kalamazoo, Michigan Area

• Manage various projects day-to-day as business needs evolve
• Resolve escalated tickets from Level I technicians and ensure strong end-to-end customer satisfaction
• Responsible for image creation for both Windows 10 and macOS workstations
• Serve as primary Mac Administrator for Mac servers and several hundred endpoints
• Service Windows hardware and software in a timely manner to ensure minimal customer downtime
• Service and assist with Papercut MF server, Crestron audio/visual equipment and Polycom conferencing equipment

Kalamazoo, Michigan Area

• Supporting internal customers from residents, clinic nurses, doctors, office staff, and school faculty with all of their technology needs. As a part of the founding staff of a brand new facility, I have had many.
• Support of Windows 10, Windows 7, macOS, iOS, Android, AV equipment (Crestron), and a variety of medical technology equipment
• Experience troubleshooting Citrix connections to both Epic and Cerner
• Use of Microsoft Office 365, Outlook, and Sharepoint
• Account creation, termination, and management in a joint Active Directory-eDirectory environment.

Kalamazoo, Michigan Area

• AppleCare tech support line based in the iOS division
• Assist in troubleshooting software issues related to iOS devices and their connection with iTunes desktop software.
• Facilitate customer hardware repair with hardware support divisions and Apple retail store locations

Portage, MI

• Training – Responsible for the training and supervising of new employees of the Geek Squad team
• Priority Issues – Work with available resources to solve escalated client issues that have not previously been solved by other agents
• Interim Supervisor – Stand in for supervisor of Geek Squad when he is unavailable to perform his duties

• Consultation – Assess client needs through identifying and troubleshooting various computer, tablet, and phone issues
• Selling Services – Suggesting the correct service (in-home and in-store) to address client needs and build brand loyalty
• Customer Service – Support customer service team in preventing unnecessary returns and performing exchanges
• PC/Mobile Phone Repair – Repair walk-in client issues and assist in extended in-store diagnosis/repairs
• Operations – Assist in day-to-day operations such as phone support, shipping and receiving, and maintaining an efficient workspace

• Sales – Fulfilling the needs of customers through sale of hardware, software, accessories, and special in-store services
• Cashier – Processing sales through in-store POS system
• Merchandise Management- Maintaining stock and keeping the department orderly for greater sales efficiency
• Apple Product Sales Professional – Received additional sales certification of all Apple products in order to better serve the needs of customers
• Supporting Best Buy Mobile – Assisting Best Buy Mobile team in selling contract, no-contract phones, and related services

• Customer Service – Responsible with making sure that the customer is always satisfied with the experience from when they enter the store until they leave
• Sales – Locating exactly what the customer is looking for whether it means locating it on the sales floor, the backroom, or ordering from another store
• Cashier – Processing sales and returns of merchandise

Benton Harbor, Michigan Area

• Book sales – Locating merchandise for customers, including ordering from warehouses to have orders shipped to the store
• Restocking – Opening boxes and shelving new merchandise in its proper locations
• Cashier – Processing sales and returns of merchandise

Benton Harbor, Michigan Area

• Loss Prevention – Apprehension of shoplifters and employees committing theft
• Camera operation – Using dedicated CCTV systems for evidence in store loss cases
• Store safety – Responsible for day-to-day, month-to-month store safety checklists for employee and customer safety

Bachelor'S Of Science

In my senior year, I took two Master's level elective courses in Cybersecurity that encompassed data security, governance, policy making.

Associate'S Degree, Science