Michael G. Email & Phone Number

 Analyze and resolve complex problems associated with IT systems, applications, and software integration Apply advanced troubleshooting techniques to provide unique solutions to our customers’ individual needs Isolate and resolve hardware and software problems involving the applications, the operating system, the hardware, the communications infrastructure, or any combination thereof. Install and maintain technology assets including PCs, printers, mobile devices, network… Show more  Analyze and resolve complex problems associated with IT systems, applications, and software integration Apply advanced troubleshooting techniques to provide unique solutions to our customers’ individual needs Isolate and resolve hardware and software problems involving the applications, the operating system, the hardware, the communications infrastructure, or any combination thereof. Install and maintain technology assets including PCs, printers, mobile devices, network equipment, and software Analyze system logs and identify potential issues with computer systems. Collaborate with the Engineering team when additional information is needed to perform root cause analysis Analyze issues and spot recurring trends utilizing analytic tools Operate, maintain, and provide engineering support and administrator functions, including active directory services Create, improve, and implement documentation of new and existing policies, procedures, and processes Show less

Chantilly, Virginia, United States

 Installed and upgraded business applications and documented operating procedures. Production support for enterprise applications and participation in on-call rotation Supported development team and business analysts for development needs. Deployed, maintained, and troubleshot core enterprise business applications, including application servers, associated hardware, endpoints, and databases. Met and coordinated with internal and external stakeholders to establish project… Show more  Installed and upgraded business applications and documented operating procedures. Production support for enterprise applications and participation in on-call rotation Supported development team and business analysts for development needs. Deployed, maintained, and troubleshot core enterprise business applications, including application servers, associated hardware, endpoints, and databases. Met and coordinated with internal and external stakeholders to establish project scope, system goals, and requirements. Translated highly technical specifications into clear non-technical requirements. Managed the set-up and configuration of assigned systems. Defined and coordinated the execution of testing procedures, and developed test cases to serve the overall quality assurance process. Provided documentation of all processes and training as needed. Developed and implemented maintenance procedures, monitored systems health, gather system statistics, and troubleshot reported errors and alarms. Performed design, implementation, and upgrades of information systems to meet the business and user needs. Investigated and troubleshot production issues Participated in and followed change management process in place. Implemented best practices for scalability, supportability, ease of maintenance, and system performance. Proactively monitored and audited the health and availability of our systems. Show less

Herndon, Virginia, United States

 Provided technical support for global IT infrastructure supporting 35,000+ employees throughout the U.S and overseas. Identified, troubleshot, and resolved hardware and software incidents via desk-side or remote support. Escalated problems if necessary and worked with the corresponding Support Group to troubleshoot incidents.  Device management, including PCs, MAC, Printers, phones, and mobile… Show more  Provided technical support for global IT infrastructure supporting 35,000+ employees throughout the U.S and overseas. Identified, troubleshot, and resolved hardware and software incidents via desk-side or remote support. Escalated problems if necessary and worked with the corresponding Support Group to troubleshoot incidents.  Device management, including PCs, MAC, Printers, phones, and mobile devices. Provided helpdesk tier 1 & tier 2 support to company employees. Monitored Service Desk for tickets assigned to the queue and processed first-in first-out based on priority. Maintained configurations, utilities, software default settings, etc. for the local workstation. Managed PC setup and deployment using standard hardware and images as part of new user onboarding or upgrade. Installed, tested, and configured new workstations, peripheral equipment, and software. Performed timely workstation hardware and software upgrades as required. Supported audio and video equipment in conference rooms. Provisioned and managed phones via Cisco Unified Provisioning Manager Encrypted laptops added users and recovered machines via McAfee Drive Encryption Troubleshot and maintained printers. Managed users and roles in PeopleSoft and various other software. Created, managed, and added new/existing Users and Computers to correct OU's and groups in Active Directory Documented internal procedures. Show less

Master'S Degree, Cyber Security Management, 4.0

Bachelor'S Degree, Information Technology, 3.4

Applied Information Technology, Information Technology, 3.0

Associate Of Science (A.S.), Information Technology, 3.2