Michael Simon Email & Phone Number

Greenwood Village, Co, Us

Greenwood Village, Co, Us

• Worked issues escalated from our Tier 2 team.• Worked on correctly Azure related issues such as Azure AD Sync and VMs.• Answered questions that service desk tiers 1 and 2 had.• Same duties listed below.

Greenwood Village, Co, Us

• Provided after hours support and rotating on call duties.• Provided Tier 2 support and filtered tickets routed to Tier 3 support.• Provided in-depth troubleshooting with technical issues.• Worked closely with Network Engineers to resolve network related problems.• Assist with building and migrating servers and virtual machines.• Same duties applied as below.

Greenwood Village, Co, Us

• Assisted with the migration of our client’s documentation from MediaWiki to ITGlue.• Provided after hours support.• Monitored and maintained client’s environments.• Same duties applied as below.

Greenwood Village, Co, Us

• Monitor client’s applications and operational architecture.• Answer phone calls and respond to tickets.• Analyze, troubleshoot, and react to issues that requires immediate attention.• Ensure that the data center is secured.• Create, disable, and reset user accounts in Active Directory and Office 365.• Assist with Engineers with building servers (RAID configurations, Server OS Install, Configuration, Racking).• Deploying new VDI Desktops for new users.• Troubleshoot and resolve failed Veeam backups.• Restore files from Veeam and Commvault.• Monitor Cylance for malware and viruses.• Create firewall rules in SonicWALL’s.• Build out desktops and laptops to client’s specifications.

Scottsdale, Arizona, Us

• Supported Windows Environments for small businesses and their clients.• Office 365 and Google Apps.• Managed Service Queue• Monitored for Alerts via in house applications.• Removal of viruses, malware, ransomware, and adware.• Support for printers and scanners.• Configured Exchange for iOS and Android devices.• File restores.

Norcross, Ga, Us

• Provide technical support for field technicians on installations and repairs for AT&T U-Verse Internet Protocol Television (IPTV), High Speed Internet, and Voice over Internet Protocol (VoIP).• Highest level of support for assisting customers with U-Verse services.• Fully trained in Fiber to the Node (FTTN), Fiber to the Premises (FTTP), and Voice over Internet Protocol (VoIP).• Create internal tickets to the Network Operations Center (NOC), Alcatel, and Video on Demand teams.• Correct ordering mistakes.• Pull current score cards for the team.• Floor walked for the VoIP Specialty Team.• Rip/Rebuild and/or correct issues found in Microsoft IPTV SMT.• Floor walked for new hires and provided on-the-spot training along with call monitoring and coaching.• Trained agents to use tools, read test results, use phones, de-escalate customers, and what we look for when observing calls.• Acting supervisor and took supervisor escalations.

Atlanta, Georgia, Us

Helped with promoting the grand opening of the first Microsoft Store located in Scottsdale, AZ

Buffalo, New York, Us

• Provide technical support on 2Wire modems by assisting customers with setting up and configuring the gateway.• Provided support for AT&T, Qwest, Telus, and Retail customers.• Assisted customers with setting up and configuring email and wireless connections.• Created trouble tickets for line issues on AT&T’s network.• Created RMAs for defective gateways.

• Logged in loans that came in to be ready for shipping to investors• Packed and shipped loans to investors.• Registered and transferred Mortgage Identification Numbers (MIN) using the Mortgage Electronic Registration System (MERS).• Input and cleared suspense items on loans for purchases of investors.• Input Deeds of Trust by recorded dates and Titles into DataTrac.• Coordinated scanning loan files with IT.• Coordinated with developers to ensure customized software ran smoothly on company computers.• Wrote instructions for using new software programs.

Us

• Opened and closed the station.• Assisted customers with the pump.• Surveyed other stations to compare prices.• Performed daily audits of the cash drawer.• Performed small repairs on the pumps.• Directed traffic when needed.• Kept pump areas clean.