Michael J. Noel Email & Phone Number

Horsham PA, New York NY, Frederick MD

• Supports company of over 500 employees’ global IT operations, hardware, and technical solutions; co-developed and built user portal for IT solutions reducing influx of user correctable issues.
• Works directly stakeholders, separate IT teams, and external corporations to find, fix, and follow-up on cross business IT deficiencies.
• Directly responsible for supporting 90% of the companies’ developer's support requirements.

Malvern PA

• Supported Windows and Macintosh end user support, fault mitigation, and customer service.
• Documents all support instances in line with internal company procedures, creating and updating Knowledge Base articles when appropriate.
• Provided training and/or demonstrations on new products and features where applicable.

King Of Prussia, Pennsylvania

• Provided technical support in response to incoming requests, connected to franchisee locations for remote support, and document calls and update help desk tickets.
• Performed on-site installations, repairs and configurations in the franchisee schools; conduct machine rebuilds, hardware repairs and software support for both for both headquarters and franchisee locations.

New York, New York

• Primary person responsible for dedicated white glove support to C level executives at New York City corporate headquarters
• Site lead for the Greater New York city offices (August 2017 to present); responsible for reporting key information to the customer for 6 technicians and three sites
• Provide in person and remote desktop support for an organization of 4,000 users using ServiceNow ticketing system
• Provides troubleshooting for Windows OS 7/10, Apple OS, Android, Microsoft Office Suite incidents/requests and laptop/desktop/mobile device hardware issues.
• Excels at writing procedures, documenting activities, and trouble-shooting problems.
• Serves as escalation contact for major incidents and provides on-call and “on-air” support.

Reston, Virginia

• Provided Strategic intelligence in the form of written finished intelligence products for the Defense Intelligence Digest, Defense Intelligence Reports, National Terrorism Bulletins, Response Memos, and Presidents.
• Worked jointly with systems administrators to ensure seamless communications of intelligence product with forward deployed units.
• Produced strategic intelligence publications for senior policy makers.
• Spearheaded key efforts to support counterterrorism through frequent presentation of briefings during working groups, meetings, and formal exchanges with both foreign and domestic intelligence partners
• Initiated, led, and produced strategic intelligence in the form of written products to be disseminated in Intelligence Community publications for senior policy makers

Mcclean, Virginia

• Conducted operational research and investigative analysis on classified and unclassified systems using sensitive law enforcement and Intelligence Community databases to support FBI Leadership and staff.
• Facilitated communications between FBI incident managers in the field and FBI leadership over multiple digital and media systems
• Produced daily operational reports using MS Word and Excel on classified and unclassified systems and disseminated over MS Outlook.
• Responsible for keeping situational awareness of ongoing threats and providing real-time information to FBI leadership and staff

Various

• Served in multiple positions of increasing responsibility
• Honorably discharged at the rank of Sergeant First Class (E-7)
• Worked jointly with systems administrators to ensure seamless communications of intelligence products with forward deployed units.
• Produce strategic intelligence publications for senior policy makers.
• Awarded Defense Meritorious Service Medal, Joint Service Commendation Medal, Army Commendation Medal (One Oak Leaf Cluster), Army Achievement Medal (One Oak Leaf Cluster), Good Conduct Medal (3rd Award), National.