Michael Carroll Email & Phone Number

Greensboro, Nc

Greensboro, North Carolina, United States

• Resolve technical issues remotely with customers using GotoAssist, Connectwise Automate, and Ivanti LANdesk.• Function as an MSP to clients. Manage Windows updates and the deployment of dozens of distinct diagnostic software and images, noting impact and alerting leadership before issues turn into downtime.• Develop and deploy scripts in Powershell and batch for automating onboarding of client machines, reducing time spent auditing and transferring licensing information for vendor software.• Mentor junior technicians in ticketing system and remote desktop software, introducing them to operational standards.• Created style guide and submission standards for department knowledgebase, documenting organizational and technical knowledge to increase one-call resolution of issues and reduce user callbacks. Update the knowledgebase as new solutions are discovered and audit old solutions for accuracy.• Use Helpspot and Connectwise to document incident reports and incrementally update work done on user submitted issues. Used internal vendor documentation and Javascript to automate information gathering and improve accuracy of ticketing system.• Keep up to date on active issues reports by call center technicians and end users, using gathered information to produce documentation and bulletins on current resolutions so that issues can be tackled in an informed way.

• Performed onsite and on call support for field technicians regarding wireless connectivity and device setup to reduce occurrence of misconfiguration and follow-up site visits.• Created preconfigured image for flashing DD-WRT firmware onto wireless access points, allowing the activity to be time budgeted, tracked and automated.• Managed the deployment of images onto Single Board Computers using Ansible and AWS. • Used Confluence to author documentation on existing company processes so that said processes could be consistently recreated and used for operations onboarding.• Visited client sites to troubleshoot and resolve issues with IoT wireless client connectivity with company products, preventing downtime during client events.

Sterling, Virginia, United States

Performed technical support to operation technicians in office and in the field, and documented company operating procedure and assembly into the company-wide knowledge base.

Raleigh, North Carolina, United States

• Prepared weekly reports using Excel’s VBA, Pivot table functions alongside AutoHotkey.• Performed basic data stewardship.• Crafted spreadsheets to ensure accurate and concise data portayal.