Michael Riddick Email & Phone Number

Mclean, Va, Us

• Provide in-person, phone, and remote support to end users with technical issues.• Assist users one-on-one over Zoom to resolve technical issues dealing with VPNproblems, Network, Printing, and Software configuration.• Train and monitor the progress of interns for special on-site projects, getting themacclimated to Capital One’s on-site protocols and configuration standards. • Monitor ServiceNow ticket queues for incoming technical issues ensuring the problem is resolved and service line agreements (SLA) are followed. • In charge of monthly inventory, verifying that all equipment is accounted for in the office.• Assist with after-hours projects such as: replacing, configuring, and monitoring equipment.• Configure and Image Mac and HP laptops for new users and warranty replacements.• Log into the Jamf server and check the status and updates of Macs that are online.• Resolve vulnerabilities on Macs and Windows machines preventing user lockouts.• Create Knowledge pages that enable others to troubleshoot properly resolved technical issues.• Configure Mac and HP laptops for new users and warranty replacements.• Transport valuable hardware between Capital One offices and Oversee asset pickups.

Mclean, Va, Us

• Provide in-person, phone, and remote support to end users with technical issues.• Assist users one-on-one over Zoom to resolve technical issues dealing with VPNproblems, Network, Printing, and Software configuration.• Monitor ServiceNow ticket queues for incoming technical issues ensuring the problem is resolved and service line agreements (SLA) are followed. • In charge of monthly inventory, verifying that all equipment is accounted for in the office.• Configure and Image Mac and HP laptops for new users and warranty replacements.• Resolve vulnerabilities on Macs and Windows machines preventing user lockouts.• Configure Mac and HP laptops for new users and warranty replacements.

Navi Mumbai, Maharashtra, In

 Provide phone support as well as remote support to end users Monitor service desk inbox to respond to emails from end users and resolve them or escalate if needed to specific queues Unlocked and Reset active directory passwords as well as Disabled and Enable Accounts Create oracle profiles which are used to access company related sites and training Assist users with a variety of company related sites, accounts, software, and applications that are proprietary to this company only Go thru standard protocol for Emergency tickets for outages or major concerns that would affect multiple end users Monitor mainframe and complete the end of day processing of jobs that close out the day Install software and troubleshoot typical software issues ex. (Slowness, Freezing, Errors) etc Handle a variety of level 1 and 2 issues and as a last resort escalate the service request to the specific queue that handles that particular Website, Software, or Process Support typical Outlook issues on Desktops, Laptops, Tablets, and other Mobile Devices Password resets for Unix and Windows Servers Check backlog for outstanding tickets to see what else is needed for resolution of the ticket

Armonk, New York, Ny, Us

 Provided hands on support for IBM and AT&T employees on a daily basis Assisted employees who were required to complete a Lease Rollout that moved all of their Data, Software, Preferences, and Profiles to a Newer Laptop/Desktop Performed different system analysis to properly evaluate client needs, determine desires and address issues communicating MS products and services as optimal solutions Provides Tier 3 desktop support for 5,000 users Performs IMAC, hardware and software installation and maintenance for systems and equipment at different sites  Installs, configures and supports Microsoft Windows / Exchange Servers  Regularly provides efficient technical support over the phone, maintaining presentable phone demeanor, courteousness, and creativity Performs accurate and precise real-time analysis and triage of infrastructure alerts Responsible for documenting issues / resolutions via ticket system for present / future reference Familiar with network administrator functions, set up user accounts, passwords reset, resolved account lock-outs, and administered permissions within guidelines of group policies

Atlanta, Ga, Us

 Provided Hardware and Software support for Internal Employees and Troopers Answered incoming Calls, Emails and Responded to Tickets Resolved Printing issues (Network and Plug N Play) Active Directory (Unlocking accounts, Password Resets) Completed computer swaps for Troopers which included setting up their software, aircards, printers, and email Setup new hire machines and profiles Monitor and correct Virtual Machine issues (Slow loading, Unable to access, and VM Resets) Troubleshoot Network issues as well as VPN connect issues and setups Resolve Virus or Spyware issues on the user’s machine System Diagnostics to correct Performance Issues Create tickets for Repairs, Requests, and Replacements of Hardware or Software Mapping drives Migrating data and backup recovery Loaded standard images on Desktop and Laptop Computers

Atlanta, Georgia, Us

 Provide technical support for In-House users Active Directory (Unlocking accounts, Resetting Passwords, and Profile Setup) General troubleshooting from Usage calls to Installations Monitor and correct Virtual Machine issues (Slow loading, Unable to access, and VM Resets) Troubleshooting the variety of software that the users access on a regular basis Answer incoming and outgoing calls as well as creating tickets related to email requests Troubleshoot Network issues as well as VPN connect issues and setups Install and Configure Printers for the user Resolve Virus or Spyware issues on the user’s machine System Diagnostics to correct Performance Issues Create tickets for Repairs, Requests,  Communicate with the users via Phone, Email, Bomgar, or Instant Messenger Account setups for various Intranet sites Mapping drives Migrating data and backup recovery

Atlanta, Georgia, Us

 Provide customer service and front line support automatic call distribution, outbound calls, email or faxes specified within company standards and guidelines. Maintain and increase product knowledge on applicable products/applications via training, documentation, and personal research. Document issues and resolutions thoroughly and efficiently in Epicor Clientele Perform level two troubleshooting on all current hardware (Laptops, Desktops, Smart Phones, Ipads, Modems, Routers, Printers, and Scanners). Assisting or completing server migrations, software installs, image moves, database repair using support software utilities. Monitoring the support team as a floor walker to assist the new hires and tier 1 techs with troubleshooting, resolutions, transitions, as well as escalations  Escalate issues following the escalations guidelines as needed to 3rd tier. Daily escalation callbacks for voice mail messages left by client requesting a follow up call from a senior technician. Provide input for new products, features, product usability and supportability. Managed approximately 55 people on a daily basis and assisted them with Level I issues

La Défense, Cedex France, Fr

 Provide technical support for pharmaceutical representatives. Troubleshoot user issues and provides first level support on VPN, wireless, internet, system errors, BSODs, printers, Lotus Notes, drivers, routers, I Pad, Blackberry, third party, and proprietary software. Document the resolution using a ticketing system. Create and update new hire training. Maintain and track internal hardware inventory. Handled Level 2 case escalation reviews in which I make sure the required notes and proper steps were completed prior to escalation to our 2nd tier technicians. Managed approximately 30 people on a daily basis and assisted them with Level I issues

Sk

 Troubleshooting, researching, diagnosing, documenting, and resolving technical software issues for the general public related to all Dell products. Served as a Level I and Level II technician as an Inbound and Outbound resolution agent. Complete attendance, schedule adjustments, disciplinary actions, and timecards for employees.  Diffuse irate customers. Creation of daily reports on staffed time, attendance, and QA scores. Provide feedback and coaching of team members.  Trainer Coordinator and initial point of contact for resolution of desktop/notebook-related issues.  I Supervised over 55 employees addressing issues that were (Phone Related, Schedule Related, Personal, as well as Production Related)

Marietta, Ga, Us

 Troubleshooting LAN problems, Citrix, Tele-magic, Jabber, M.S. Word, Excel, Outlook, Symantec, AS400, and Adobe software for internal customers. Password Reset. Mapping Drives, Creating new user account. Computer setup and installation of software. Maintain inventory of all system Backup Tapes, user setups, printers, scanners, computers, and conference rooms for Network access.  Troubleshoot working and nonworking Network related issues. Software and hardware installation. Server maintenance.  Creation of orders for computers and parts as requested by management.

Eagan, Mn, Us

 Provide pharmacist with technical support regarding claims Troubleshooting proprietary software, M.S. Word, Excel, Outlook, and Internet Explorer.  Coordinated daily training schedules for the team. Provide up to date changes in Policy and Procedures.

Atlanta, Georgia, Us

 Incoming and Outgoing calls pertaining to the movement of companies shipments by Railroad. Provide internal LAN support, troubleshoot email accounts, system malfunctions, computer errors, printer problems, and fax machines. Set up new users systems.

Computer Support Specialist, Information Technology

Education record