Michael Pannhoff Email & Phone Number

Tulsa

Tulsa, Oklahoma Area

Helpdesk Tier II/Junior System Administrator• Provide First second and Third level support to users for all applications and equipment.• Endpoint Protection and Security Through Symantec server and reporting• Creative Problem Solving. Users would have something they need, and I would recommend ways to go about it• Manage and update ticketing system and adjust and write documentation accordingly.• Deploy PCs via Ghost imaging, PXE Boot, create images, edit software on images for changes in the company environment.• Inventory Maintenance of all IT equipment including working with vendors on purchases and warranty returns and purchases.• Relocating Network equipment at various locations in the US as offices were moved to new locations.• Work with Vendors such as SHI, Copyworld for printers, and Dell for laptop warranties and several over vendors for support contracts and renewals along with potential purchases of new equipment for the following year as needed.• Windows Server 2003,2008, and 2012 monthly updates, weekly event log reviews, Restarting servers in VMWare when needed. Exchange to Office 365 migrations.• Office 365 Archival, Spam, SharePoint Admin, Licenses Audit, and 2 Factor Authentication setup.• Documentation Writing for end users along with Internal IT including screenshots ect.• Various Misc Tasks as the go to person for all Kinds of projects including but not limited to the IT department.

Tulsa, Oklahoma Area

• Provide first level support for specific applicationso Ariba, Global Concur Expense, Pegasus, and SAP• Review ticket queues and return them to the originating agent in case of reassignment or forwarding them to the group they belong to.• Assisting other via online chat, email or in person with answers or instructions on handling subjects they are unable to locate information on.• Utilization of remote assistance via a software platform to view what the users see and possibly help them walk through issues on their own PC remotely.

Live Nation Tier IIProvide Domain Support for Live Nation, House of Blues, and TickemasterCreate, Delete, and modify users In Active Directory, Blackberry Enterprise Server, Exchange 2010 Remote installation of software.Utilize VMware, Net Meeting or Remote assistance to troubleshoot end users PCs and Printers.Some End User Support for Local building. Towers, System Usage issues, Keyboards/Mice ect.Desktop Support for Verizon Wireless Provide Domain Support for Verizon Wireless Passwords and User IDsDiagnose and repair proprietary systems mostly Internet Explorer Based. Dispatch what cannot be done remotely to End User Support. Some End User Support for Local building. Towers, System Usage issues, Keyboards/Mice ect.

Live Nation Tier II• Provide Domain Support for Live Nation, House of Blues, and Tickemaster• Create, Delete, and modify users In Active Directory, Blackberry Enterprise Server, Exchange 2010• Remote installation of software.• Utilize VMware, Net Meeting or Remote assistance to troubleshoot end users PCs and Printers.

Evaluate and diagnose technical issues and assist technicians and customers who have repeated issues within a given time frame and verify the resolution of these issues with customers.Utilize various tools, including but not limited to, SharePoint, Outlook, Right Now Answer Station and Set Top Box Engineering.Ensure that the broadcast center is aware of any customer-affecting issues as they are discovered.Communicate with all levels related to the technical aspect of the company.Proactively scout and assist others with work load to help the team as a whole achieve success

Assist with the lead in supervising up to 17 employees and any number of other teams when their leads and supervisors are not present.Responsible for taking escalated inbound calls from customers, ensuring their satisfaction as well as the balance of business objectives. Help develop other agents on the ability to improve and help guide them on one's career path with the company.Monitor communications for updates to give to the team.Able to replace the Team Lead in their absence should one arise.

Inventory the assigned departments. Verify prices in the department are accurate.Set tasks for department associates to perform throughout the day and verify that the task is completed.Perform section and department resets when new merchandise is completed.Perform as Department Manager should they not be present.Sales Specialist Flooring, Electrical, Lighting, ToolsSetup installs for customers.Review the department's performance and adjust sections as needed to increase sales. Review catalogs and assist customers in special orders.Stock shelves when not performing sales related tasks.Assist the department manager and Team Lead in performing the tasks assigned to them.

Assist customers in acquiring the parts and services expected from an industry leader in automotive replacement or aftermarket parts.Process returns and verify valid claims before replacement.Set up registers and count safe to make sure needed money and incoming amounts are valid in comparison to store's registered sales.Verify a presentable appearance of the store prior to opening or closing to ensure appropriate items are where they are needed and help reduce shrink.Assign daily tasks according to current schedules and adjust upcoming schedules as needed.

Receiving, Day Stockman Miscellaneous ProjectsUnloaded and distributed incoming freight.Organized offices, rebuilt and modified department sets dependant upon items both expected and unexpected to fit store and customer needs.

Master Of Business Administration (M.B.A.), Business Administration And Management, Technology Management, 3.2

Bachelors Of Science; Mba, Information Technology (Bsit); Technology Management, 3.67