Michael M.

Michael M. Email and Phone Number

IT Support Analyst at Pike Corporation @ Pike Corporation
Michael M.'s Location
Charlotte, North Carolina, United States, United States
Michael M.'s Contact Details

Michael M. personal email

n/a
About Michael M.

I am a Graduate of the University of South Carolina with a Bachelors degree in Integrated Information Technology.

Michael M.'s Current Company Details
Pike Corporation

Pike Corporation

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IT Support Analyst at Pike Corporation
Michael M. Work Experience Details
  • Pike Corporation
    It Support Analyst
    Pike Corporation Jan 2022 - Present
    Mount Airy, Nc, Us
    Assist end users with moderate to complex, software and operating system issues. Configure and install new computer\iOS hardware and software. Perform asset management including updates and reconciliation. Essential Functions: Configure, deploy, maintain, troubleshoot and install new computer hardware, peripherals, mobile devices and software for end users in-house and remotely. Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level of urgency and nature. Work with Asset Management team to ensure an accurate inventory for all company devices. Coordinate and configure IT products and services for activities such as video conferencing, webinars, and conference room presentations, off site meetings. Document support incidents in detail within the Help Desk ticketing system. Works with remote users to solve both application and connectivity issues on desktop, laptop and mobile devices. Participates in an Escalation On-Call weekly rotation for the Desktop Support group. Create, review, edit and share documentation to all team members. Researches, recommends and implements solutions with direction from the Manager or team leader. Responsible for assisting in the support of our mobile product line to iOS devices on all major carriers.
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  • Pike Corporation
    Service Desk Analyst
    Pike Corporation Apr 2020 - Jan 2022
    Mount Airy, Nc, Us
    Provide an exemplary customer experience with all end user interactions.Handle ~30 phone-based support requests per day, having a clear understanding of when to escalate issues.Perform all relative triage/troubleshooting measures prior to escalating to the next tier.Provide clear and detailed documentation within the service management system.Performing complex actions to correct problems using remote diagnostic remediation technology and tools, or in-person at user location to install, modify, or make repairs to computer hardware and/or software.Responding in a timely fashion to Service Desk tickets and escalated priority levels.Meeting Service Level Agreements and Key Performance Indicators for performance measurement.Maintain Service Desk queue and ensuring assigned work is completed.Providing updates, status, and completion of work information to Management regarding all assigned incidents, requests, and projects.Assisting in creation of technical training document for end user education and IT training guides.Coordinate with IT Security to promote security awareness and compliance.Microsoft Applications troubleshooting and support.Windows 10 troubleshooting and support.Microsoft O365 troubleshooting and support.Awareness of Infrastructure technology, such as Active Directory, LANs, and VPN’s.Ability to troubleshoot network related issues (TCP/IP, DNS) from the desktop.Experience in troubleshooting.
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  • Medflow
    It Analyst Ii
    Medflow Jan 2017 - Dec 2019
    • Installing and configuring computer hardware operating systems and applications• Monitoring and maintaining computer systems and networks• Talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues• Troubleshooting system and network problems and diagnosing and solving hardware or software faults• Providing support, including procedural documentation and relevant reports• Following diagrams and written instructions to repair a fault or set up a system• Setting up new users' accounts and profiles and dealing with password issues• Responding within agreed time limits to call-outs• Prioritizing and managing many open cases at one time• Rapidly establishing a good working relationship with customers and other professionals, e.g., software developers• Testing and evaluating new technology• Responding within agreed SLA’s• Prioritizing and managing many open cases at one time• Installing, Configuring and troubleshooting Medflow operating system applications.• Troubleshooting and diagnosing network and system problems and escalated through the Medflow internal workflow.• Providing support, including procedural documentation and relevant reports• Other tasks / duties assigned by manager as needed
  • Carolina Health Care Systems
    Data Analyst
    Carolina Health Care Systems Aug 2015 - Jan 2017
    Under minimal supervision, performs data entry, research, administrative work and fact finding to respond to online customer requests for account creations, modifications and maintenance in support of CHS employees.
  • Synechron
    Quality Assurance Analyst
    Synechron Dec 2014 - Jul 2015
    New York, Ny, Us
    -Perform testing procedures on the client’s financial banking software products and execute automated tests-Work with Developers to analyze features and create regression test plans based on existing bugs-Assist the development team and make recommendations for product changes and improvements in the design of new and existing modules-Provide technical software support, including investigating and qualifying bugs, interpreting procedure manuals, and maintaining accurate documentation
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  • University Of South Carolina
    Information Resource Consultant
    University Of South Carolina May 2014 - Dec 2014
    Columbia, Sc, Us
    -Coordinates and administers desktop support for the area of Information Technology and Service Management (ITSM). -Performs installation, configuration and support of workstations, peripherals, and smartphones. -Research and make recommendations for workstation systems and software to support customers' computing environments. -Troubleshoots basic software, hardware and network problems.-Serve as liaison between campus users and functional areas within University Technology Services (UTS) for complex problems involving workstation troubleshooting and network technology.
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  • University Of South Carolina
    Icare Tecnician
    University Of South Carolina May 2013 - May 2014
    Columbia, Sc, Us
    -Student technical position with the university's central information technology organization.-Responsible for assisting students with technology-related issues such as connecting to the campus network, eliminating viruses, installing hardware and software, and diagnosing technical problems. -Provides support for mobile devices including laptops, tablets, and smartphones, and other network devices including smart TVs, gaming systems, and digital streaming players.
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  • University Of South Carolina
    Computer Technician
    University Of South Carolina Aug 2011 - Dec 2012
    Columbia, Sc, Us
    -Work with staff to troubleshoot and repair computers and associated technologies.
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  • University Of South Carolina
    Desk Assistant
    University Of South Carolina Jan 2011 - Apr 2011
    Columbia, Sc, Us
    -Provided quality customer service to students, staff, faculty, and visitors to USC. -Promoted safety of students and the security of the residence hall. -Enforced the University and Housing policies and procedures.
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Michael M. Skills

Troubleshooting Laptops Leadership Networking Event Planning Technical Support Spanish Customer Service Microsoft Office Printers Project Management Social Networking Teamwork Windows 7 Windows 8 Html 5 Visual Basic Sequel Sql Android Telecommunications Facebook Social Media Os X Virus Removal Antivirus Time Management Testing Team Leadership Mobile Devices Web Design Windows Xp Windows Vista Powerpoint Microsoft Word Microsoft Excel Information Technology Software Installation Hardware Canopy Data Entry Active Directory Distribution Management Email Management Data Management Microsoft Powerpoint

Michael M. Education Details

  • University Of South Carolina
    University Of South Carolina
    Information Technology

Frequently Asked Questions about Michael M.

What company does Michael M. work for?

Michael M. works for Pike Corporation

What is Michael M.'s role at the current company?

Michael M.'s current role is IT Support Analyst at Pike Corporation.

What is Michael M.'s email address?

Michael M.'s email address is mm****@****ike.com

What is Michael M.'s direct phone number?

Michael M.'s direct phone number is (800) 562*****

What schools did Michael M. attend?

Michael M. attended University Of South Carolina.

What skills is Michael M. known for?

Michael M. has skills like Troubleshooting, Laptops, Leadership, Networking, Event Planning, Technical Support, Spanish, Customer Service, Microsoft Office, Printers, Project Management, Social Networking.

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