Michael M. Email & Phone Number

Traverse City, Mi, Us

Traverse City, Mi, Us

Remote

Experience using Service Now to Log Tickets and looking up Knowledge Base ArticlesExperience using Citrix VDI Director to restart VDIs and remote into themExperience troubleshooting Thin ClientsExperience using Microsoft Outlook and Teams to communicate and collaborate with coworkersExperience troubleshooting RSA tokensExperience using Twilio to take callsExperience using Bomgar to remote into pcs

- Provided Internal IT support to users all across the US and Canada along with the Philippines and India - Experience working 100 percent remote providing IT support over the phone via Five9, email via Outlook and Gmail, and chat via Google Chat, Microsoft Teams, and Slack- Used Service Now to Log, Assign, Route, and Dispatch tickets- Used Bomgar to remote into PCs, Macs, Android phones along with running scripts- Used Microsoft Intune to manage iPhones, iPads, and Android mobile devices- Used Microsoft 365 Admin Portal to manage Outlook emails- Used SCCM to install software on pcs- Experience using Jamf to manage macs and reset Mac Passwords- Active Directory experience unlocking accounts and adding user access in Active Directory via Group Policy- Experience troubleshooting Cisco AnyConnect VPN, Citrix, Five9, Google Docs, Google Drive, Gmail, and Okta Portal along with Proprietary Software- Used Slack and Zoom to collaborate with coworkers

Plano, Texas, United States

- Partnered with Dozens of MSPs across the US to Answer their Calls for the Small to Medium Size Businesses they supported to troubleshoot any of their IT issues- Worked with Multiple different Industries ranging from the Healthcare Industry (Dentist Offices, Podiatry Offices, Chiropractic Offices) Financial Industry (Insurance Companies, Banks, CPA Firms) Auto Industry (Car Dealerships) Government (Cities), Law Firms, Advertising Firms, Construction Companies, House Retailers and Apartment Rentals, etc.- Remote into PCs, Macs, and Servers remotely using Kaseya VSA and Addigy Splashtop- Troubleshooted, PCs, Macs, Printers, Monitors, Docking Stations, Phones (iOS & Android, 2FA), Software (Windows, OSX, Office 365, Quickbooks, Adobe DC, etc.) and Networking Issues (VPN, RDP, DNS, Network Drives, Sharepoint Drives, One Drive, Shared Mailboxes, etc.)- Managed Accounts in Active Directory and Azure- Managed Email Accounts in Office 365- Troubleshoot Office Activation on pcs that use 365 Accounts- Troubleshooted Outlook Email Issues - Provided Security Remediation for Email- Mapped Network drives, Sharepoint drives, One drives in File Explorer, and Shared Mailboxes in Outlook, - Restored Deleted Files from File Server using Previous Version- Added pcs to Domains - Mapped Network Printers and located Printer IP Addresses using Advanced IP Scanner- Troubleshooted Network Issues using Command Prompt Ipconfig and Ping- Found Solutions to Users Problems by Using Prior Knowledge, Online Documentation (IT Glue), Referencing Prior Tickets, Consulting with Coworkers and using Google- Followed Documentation and Procedures- Logged Tickets in Kaseya Ticketing System- Escalated and Triaged Tickets when Necessary to Higher Tier Technicians- Experience using Cytracom Phones- Experience using 5-9 Phone Software- Experience working 100 Percent Remote due to Covid-19

Howell, Michigan

- Provided External IT Support over the Phone to Nearby Local Businesses in Michigan - Worked with Automotive Industry (Manufacturing), Government (Military), etc.- Logged Tickets in Kaseya Ticketing System- Remoted in and Managed PCs remotely using Kaseya - Remoted into PCs using MSP Anywhere - Updated Shared Online Notes in IT Glue to Quickly Find Solutions to Problems - Troubleshooted PCs, Macs, iPhones and Androids- Prepped New Laptops and Desktops for Deployment by Installing Requested Software - Created User Accounts in Active Directory along with Mirroring Active Directory Accounts and Setting Permissions- Deactivated Windows User Accounts in Active Directory- Created Email Accounts in Office 365 and applied correct Email License along with Deactivating Emails - Mapped Network Drives - Added Printers and Network Printers - Experience using different versions of Windows Server - Experience using Nextiva Phones

- Provided Internal and External IT Support over Cisco Softphone to 50,000 State of Michigan Employees and Michigan residents/citizens pertaining to the Michigan.gov website and assist per appropriate procedures - Document Tickets using Remedy and Escalate to Proper Teams if needed - Referenced Knowledge Based Articles (KBAs) to Find Solutions and if unable to resolve, escalate accordingly- Unlocked accounts and reset password via Active Directory- Unlocked PCs Locked out due to Bitlocker - Mapped Network Drives- Restored Accidentally Deleted Files- Rebuilt Outlook Profiles- Remoted into PCs to Add Network Printers and USB Printers - Experience placing Service Calls to Printer Manufacturers for Scheduling Repairs - Pushed Software to PCs via Client Configuration Manager (CCM) - Configured Cisco Any Connect and RSA for VPN Access - Experience working from Home Remotely

Ann Arbor, Mi

- Provided Internal Service Desk Support over the Phone to Doctors, Nurses, Teachers and Students at UMHS - Provided IT Supported/Troubleshooted/Configured for Windows, OS X, iOS, and Android - Troubleshooted Office for Windows & OS X - Mapped Network Drives in Windows and OS X - Added Network Printers in Windows and OS X - Activated and Installed Software in Windows and OS X - Restored Files and Editing Permissions to Files - Removed Malware - Used Bomgar to Remote into PC’s - Logged Tickets in Zendesk and Remedy - Triaged Tickets to the Appropriate Teams - Experience using Cisco Phones - HIPPA Experience

Ann Arbor, Michigan

- Provided External IT Support over the Phone to 3000+ Clients across North America - Troubleshooted Proprietary Powerlink Software- Experience Installing, Updating, and Activating Various Software - Used Bomgar Remote Desktop Utility and Microsoft RDP to Remote into Clients PC’s- Added and Removed users in Active Directory and Reset Passwords - Managed Printers and Print Queues in Windows and in Powerlink Software - Mapped Network Drives - Used Salesforce to Log and Track Tickets

-Maintained Computer Inventory Stockroom-Managed Life Cycle of Computer Inventory from Ordering, Receiving, Imaging, Deploying, and Recycling-Managed Multiple Ticket Queues in Remedy and Camp-Maintained and Troubleshooted 50+ Conference Rooms Equipment -Maintained 10+ Ricoh Printers by Replacing Ink and Placing Service calls to Ricoh Projects: -Helped Receive, Image, and Assign 50+ Macs and Setup 50+ Desks with Computer Equipment (Monitors and Avaya Desk Phones) -Assisted Receiving, Imaging, and Deploying 100 Desktop Workstations with Windows and Setup 100 Desks with Computer Equipment -Helped Set Up 300 Desktop Workstations with Windows and Set Up 300 Desks with Computer Equipment -Assisted Ordering Half Million Dollars worth of Computer Equipment -Helped Upgrade 50+ Conference Rooms to New Specifications

Bachelor Of Science, Computer Information Systems – Security

Associate Of Applied Science, Information Technology

Desktop Support Specialist Certification, July 2010 Web Professional Certification, July 2010