Michael Roberts Email & Phone Number

United States

Software specialist technician

United States

Serve as Subject Matter Expert on capabilities of Office 365 collaboration toolsManagement and maintenance of Office 365 and Azure (including Intune, Exchange online, Teams and OneDrive)Act as the advanced technical contact for troubleshooting customer issues. Provide your technical expertise in finding root cause and develop solutionsCreate automated processes for the deployment of end user and server patches/updatesDocument system processes and proceduresDesigns and maintains Office 365 SharePoint Sites and ProcessesEnsure the operational health of the Office 365 environment including security, availability, performance, interoperability, and reliabilityManage and administer user identities as well as the groups and rulesManage and administer role-based access (RBAC)Manage, monitor, and assign O365 software licensing, as neededSolid understanding of cybersecurity principles include conditional access and cloud application security

Tampa/St. Petersburg, Florida Area

• Monitor networks, modify user accounts via Active Directory, resolve escalate network incidents, and provide direct support to internal and external customers located throughout the world.• Provided application support in a .Net/Windows environment and supporting production applications for end users.• First/Second level support for Office software and hardware incidents.• First level support for telecom and network incidents.• First level support for incidents related to in-house applications.• Handling IT incidents and requests received via telephone, email or Help Desk application• Incident logging through the Help Desk application and managing/prioritizing workload.• Remote user administration.• Diagnose the cause of problems in a complex environment and to provide effective solutions quickly• Repair software issues remotely, Spyware removal, virus removal, hardware, troubleshoot, and upgrades

Tampa, Fl

Tier-2--Coordinator-- • Managed support such as troubleshooting, recording, prioritizing, tracking, escalating, and contacting end users • Resolved tickets that require technical support or root cause determination/escalated tickets to higher level support teams when necessary• Recommend proposed actions to reverse negative trends• Performed follow-on trend analyses to assess the impact of any fix actions selected by USCENTCOM for implementation • Provided CSO (Customer Support Operations) walk-in support for customers • Managed network accounts and resetting Common Access Card (CAC) Personal Identification Numbers (PINs). • Responded to calls, email and personnel requests for technical support from various U.S Armed force service members• Interacted with network services and software systems engineering

St. Petersburg, Fl

Responsible for the supervision of a staff of twenty-eight people within the customer service department and recruit and trained of dispatchers, customer services representatives and drivers.Responsible for the repair and maintenance of printers, monitors, scanners and hardware. Provided assistance at the in-house helpdesk providing technical support by phone and in person to the facilities staff. Responsible for loading new software and systems on existing equipment. Tested systems to ensure the elimination of bugs or viruses. Responsible for performing troubleshooting activities prior to the implementation of new systems.; Basic knowledge and skills obtained through education and on-the-job training to assist Information Technology (IT) teams.Identified requirements for testing, developed and tested plans and scripts and coordinates test transmissions, as required and tested software.Served as a liaison to other IT departments and application for vendors regarding installations server maintenance.Help designed models, and coded programs according to specifications.Tested completed software prior to production releases.Help coordinate special activities and attend various meetings and training session.Performed other duties and responsibilities as assigned.Responsibilities which included research, analysis, documentation, coding, design and testing programs in support or development of technology used within Raymond James. IT Interns will receive mentoring from other Raymond James associates during my internship.

Scheduled and prioritized deliveries to service stations, contacted customers, and commercial accounts for multiple terminals delivery area utilizing Aspen system.Ensured all delivered in compliance with DOT regulatory requirements.Maintaining load tracker, prepare logs, reports and scheduled gasoline loads.Meeting customers call guidelines for gas readings, preventing shortages of fuel and increasing sales.

Assigned full loads to drivers in the Midwest US regions area. Monitored all truck equipment entering and tank inventory leaving depots.Scheduled appointments for deliveries of food grade material.Provided pricing quotes, labor pricing of materials with budgetary. Tracked and traced loads in a timely and efficient delivery.Created storage moves and plan shipments with Steamship vessels and other Maritime shipping carries

Business forecasting, zone planning, dispatching, and building new carrier relationships.Provided the zone planner with pricing for quotes out of their regions.Managed existing and developed new contacts.Responsible for budgeting carriers and lanes (from a buyer standpoint).

Provided equipment release and sales to terminals, depots, rails, and trucking companies. Accurately researched and reconciled all EDI errors in a timely manner.Monitored all equipment movement and inventory in and out of terminals and depots.Reviewed most cost effective usage of available equipmentDispatched container moves in a timely and accurate manner. Negotiated rate quotes for sales of available space on vessels for export.Provided equipment release and sale to terminals, depots, rails, and trucking companies.Dispatching intermodal moves via trucks, rail and sea cargo of imports and exports containers to various clients throughout the industry.

Bachelors Of Homland Security & Information Systems, Computer Networking Systems; Homeland Secuirty And Cyber Security

Bachelor’s Degree: Logistics Project Management

Associate Degree, Computer Information

Activities and Societies: Expected graduation year 09/04/2011.Throughout my career I have had the opportunity to work and learn in many.