Michael Hester Email & Phone Number

Charlotte, Nc

Charlotte, North Carolina Area

My primary role is supporting the IT Operations team for the North American region for all aspects of IT. My leadership abilities became apparent to the team early on in this role. I was the first escalation point for multiple technical/process related questions. I also managed new projects outside of the scope of typical service desk tasks. Many users and managers throughout tesa tape, inc. asked for me by name for questions or to "just get things done."This role requires a lot of collaboration between organizations as tesa tape, inc is headquartered in Hamburg, Germany. The ability to articulate the needs of the regional group was paramount to our success in the day to day operations and for long term projects.I learned a lot about ITIL Standards for service desk delivery. I helped to implement and train service desk personnel in new service desk processes based on the ITIL Standards. Standardizing "how we work" is a challenge and working with the team to build these processes out was interesting.

Charlotte, Nc

When working remotely or on-site, I would represent IRIS Solutions as the "friendly technician" who could get things done. I was often recognized for my work and positive attitude by both clients and my direct superiors. Working at different client locations required a strict attention to detail in every facet from installing network cabling to solving a simple screen resolution problem. My skill set had to be broad due to multiple client networks with varying vendors and the different problems encountered. Collaboration was a major aspect of this position as well, from scheduling the next project to helping one another with issues as they arose. If I wasn't learning about a new process or procedure, I was teaching someone about one.Some other aspects of my position include:- Gained a working knowledge of HIPAA regulations as they relate to IT and the medical industry.- Built strong relationships with clients by maintaining clear expectations regarding their issues, steps to be taken, and when their issues were resolved.- Utilized ConnectWise customer management software to document steps taken for all work.- Coordinated with project manager for installation, maintenance and repair of PCs, servers, CAT5e data cabling, security camera systems, wireless networking systems, phone systems, and associated networking components.- Assisted in customer onboarding processes to bring newly acquired networks into a unified state.- Consistently recognized for satisfying client expectations and requested by many clients for remote and onsite work.

Matthews, Nc

I started MnC Builders, LLC because I really enjoy working with my hands. I had always considered construction and remodeling as a possible career choice. I learned a lot about managing projects, working with people and gained perspective on the construction market. During my time running this business I recognized that IT was my real passion. While construction holds a dear place in my heart, I felt that I should be doing what I loved - helping people with technology.

College Of Computing And Informatics

Research on the impact of Assistive Technologies on Relationship Maintenance with those afflicted with ALS.Performed multiple interviews and documented same.Researched multiple data points in regard to ALS, Assistive Technologies and Relationship Maintenance.

College Of Computing And Informatics

Responsible for the instruction of 56 students in 2 separate sections. My goal was to help them with their professional development skills, on-campus engagement, and navigation of college life. I utilized my previous experience as a TA for this course by helping the head instructor streamline the course and adapt it based on student feedback. My responsibilities required me to grade students weekly assignments in a strict manner to ensure every student put forth their best work.I also mentored 12 + students outside of the classroom with life/work balance, the college experience, family issues, etc. This was beyond the scope of my position, but I saw that many students needed/requested guidance.

College Of Computing And Informatics

I mentored 2 students who were struggling in the Introduction to Computer Science course (C++). Each week we would build a plan for studying, completing assignments, test taking, and time management. Our planning grew to encompass all of their courses, not just their C++ course. Our program involved approximately 10 Peer Mentors. The 2 students I mentored were the only participants who were able to bring their grades up 2 full letter grades in the Introduction to Computer Science course (and passed the course, where before they were failing). As an added bonus for them, they also improved their grades in their other coursework.

College Of Computing And Informatics

As a TA, I instructed and guided 54 students in professional development and campus engagement. This was a new course at that time and to encourage engagement I helped to maintain an event calendar and held weekly discussions regarding upcoming events. To measure student progress I graded each student's weekly activity reflections and provided feedback to help students stay on track. This position also required me to answer student questions about professional development, college life, and computing.

Mocksville, Nc

Oversaw multiple facets of the support side of the business including, networking and ISP management, VoIP qualifications for Adtran systems, and management of 1 junior technician in PC and network troubleshooting coupled with my previous duties.

Mocksville, Nc

Managed 2 critical access hospital's networks and their associated IT infrastructure. Managed and oversaw multiple small - medium sized businesses IT infrastructure from inception to support phase. Proficient in Windows based systems and integration. Planned and installed multiple CAT5e/Fiber networks. If there is something a small business needed related to IT, I have probably done it. I wore many hats in this role.

Norfolk, Virginia Area

Maintained shipboard qualifications and security clearance.

Bachelor'S Degree, Computer Science With A Minor In Cognitive Science, 3.76

Activities and Societies: STARS (Students in Technology, Academia, Research and Service) and Lego Robotics Outreach- Minor in Cognitive.

Associate'S Degree, General Studies, 4.0

Pursued the General Studies program to transfer into the UNC Charlotte Bachelor's of Science in Computer Science Program.