Michael Pocock Email & Phone Number

Madison, Wisconsin, Us

• Participate in recurring IT Support & Global Service Desk meetings and conference calls and provide input on how to help improve customer satisfaction• Provide audio and visual conference room support onsite & training for all conference rooms• Participate in managing knowledge base articles within ServiceNow• Provide technical support to onsite and remote employees for problems including but not limited to, software/hardware, mobile phones, laptops, printers and PCs

Warsaw, Indiana, Us

• Receive in orders for Trays, Implants and Restocks for multiple hospitals throughout Washington State• Prep orders for same day surgery deliveries• Assist with keeping products up to date on shelves

Roseville, California, Us

Handle inbound and outbound phone calls and tickets from multiple companiesPerform Tier1 and Tier2 resolutions for tickets and callsPerform audits, upgrades, maintenance, and reports on assetsCreate new user accounts for cloud and hybrid environmentsperform asset management for multiple companiestrack all assets in Excel and ticketing system

Bellevue, Wa , Us

 Provided PaaS and SaaS technical support to 30+ tenants in Cloud and Hybrid environments Performed technical guidance and support for various platforms and applications Identified opportunities to improve Service Desk troubleshooting by staying aware of trends in issues. Worked within the Admin Consoles of Azure using various RBAC roles to accomplish administrative tasks customers required to resolve complications Provided Tier1/Tier2 technical support for internal and remote employees onsite and remote Provided hardware support for multiple companies: to include asset tracking, ordering of assets and peripherals, and shipping of assets. Created training documents and knowledge base articles, presenting this new information in team meetings. Supported onboarding and offboarding requests Scheduled and oversaw the new hire orientations bi-weekly. Created and managed accounts using Active Directory and Azure Active Directory Completed all projects assigned and created documents where needed Helped with setting up meeting rooms with audio and /video equipmentAsset Manager Received returned assets from the companies and tracked using Autotask ticketing system Reimaged the assets through Azure Intune and PXE boot images Helped in updating reimage process from PXE Boot image to Azure Intune imaging Prepared all hardware and peripherals from hardware tickets Ensured vendor had multiple assets of varying styles on hand for shipping Managed all assets in and out through individual asset tracking tags Guaranteed the Service Desk carried enough asset tags for each tenant Updated assets for tracking in Autotask to show On-Hand and At-Vendor Inspected all incoming packages and updated the Hardware Return tracking for each company

Provided technical assistance to end-users for various platforms and applicationsPerformed password resets and account management via Active DirectoryReceived in and resolved user issues via help-tickets in ServiceNow ticketing system, over the phone, online chat and walk upsCreated training documents and knowledge base articles and presented new information in team meetingsIdentified opportunities to improve Service Desk troubleshooting by staying aware of trends in issues

Worked on the ITA team in the Config & Deliver area. Configured upwards of 40+ laptops, desktops and tablets weekly including delivery and set up for 50,000 employees. Helped with re-imaging new PCs with Windows10 and 10 PRO. Assisted with keeping all software and OS up to date. Used Active Directory to help assist setting up new accounts for new employees, unlock accounts and help change passwords for employees. Assisted with using PIER Ticketing system to help team open and close tickets. Provided excellent customer service to 50,000 plus employees. Help diminish 92 tickets during my six-month internship.