Michael Bukovac Email & Phone Number

East Pittsburgh, PA, US

Pittsburgh, Pennsylvania, United States

• Work with a team of individuals to collectively support 2,200 total devices across the company
• Use the Cherwell Ticketing system for tracking tasks and journaling entries for future reference creating Knowledge Articles as necessary
• Responsible for refreshing 40-50 laptops per month. The process includes imaging, and software installation, scheduling time with the user, data migration, and ensuring preferences migrate for a seamless transfer.
• Train and support users across Windows and iOS devices including laptops, surfaces, rugged devices, iPhones, and iPads
• Use Software Center Configuration Management (SCCM) to deploy laptop images and install software.
• Utilize CMTrace, PSExec, Dameware, SCCM, UNC connections, and Remote Desktop to offer remote support and problem solving for end users.

• Evaluate software for migration from Windows 10 to 11.
• Create documentation for easy installation of software.
• Collaborate with a team of individuals to troubleshoot technical issues across Windows and iOS devices.
• Use network booting to image machines for IT, other staff, and loaner PCs for students.

• Schedule several departments for proper staffing in day-to-day operations.
• Drive quality customer service through listening and understanding of the customer while maintaining the respect of the associates.
• Uphold and teach work standards for the Academy Audit and achieve over 80% success over 5000 highly critical questions covering safety, procedures, and expectations.
• Provide guidance to department heads and develop the skills necessary to excel in their chosen roles.
• Establish a succession plan by nurturing talent and encouraging growth within motivated individuals.
• Quickly react to changing and often unpredictable work conditions for a seamless workflow.

Bachelor'S Degree, Information Technology

Education record