Michael Trone Email & Phone Number

United States

Designed and developed metrics, reports and analyses to support key business decisions, and assisted with more complex reports as directed. Defined, configured, tested, analyzed, and maintained designated reporting tools, report generation and interpretation in support of key IT metrics and performance management reporting. Applied knowledge and understanding of supported systems and reporting, conducted data extraction, analysis and transformation functions, participated in the development of analysis designs using statistical and/or financial analysis. Applied and developed skills in report requirement gathering, planning, design, configuration, implementation and validation.

I performed at the highest customer service satisfaction expectation, maintaining a perfect overall customer service survey score. I also accepted the role as a SDM Knowledge Base manager which was responsible for the capture, format, and sharing of knowledge throughout the department. In addition, I was given the responsibility to prepare, compile, and generate multiple reports for the IT Department and non-IT business units, which enhanced proficiency by showcasing various metrics.

I Provided first level support for approximately 4,100 internal employees, answered over 250 calls and created an average of 150 tickets per week while maintaining an overall Quality Assurance score of 99%.

Texas, Mississippi, North Carolina, Iraq

Desktop Support Technician Performed on-site troubleshooting and repairs to hardware and software in a hostile war environment. Responsible for the operation of the Network Control Center, Helpdesk and systems administration sections. Utilized Active Directory, Exchange 5.5, Remedy User, Symantec Antivirus, Network Node Manager, and ERD commander for both secure and non-secure networks. Network Systems Journeyman Controlled deployed message center, network administration, web server services, and equipment to support over 1,200 customers in joint wartime environments. Ensured proper administration, security techniques, practices and principles were implemented for NIPRNET and SIPRNET environments.Network Services TechnicianResponsibilities included the creation, deletion, and modification of over 8,000 Air Force and Army service members’ user accounts. Answered and resolved over 60 computer-based trouble calls daily.Deployed Network SYS ApprenticeSystem administrator for the Aerospace Expeditionary Element. Installed software and security updates ensuring all computer systems were compliant with Air Force standards.