Michael Trone Email & Phone Number

• Pre-Screens qualified applicants to fill open post positions in a proactive and timely manner, following company interviewing guidelines.
• Draft initial/conditional job offers (for new employees) and job transfers (for existing employees) using company forms and procedures.
• Log customer calls and activity. Track expenses of services provided.
• Initiate disciplinary sessions as needed in a proactive and professional manner. Ensures all such issues are documented according to company standards, and that all issues receive proper follow up for resolution.
• Overseeing hardware maintenance, installation, network management, multi-vendor maintenance, and software support.
• Maintain and monitor equipment inventory of all HP/Mac/Chromebook equipment and other departmental assets; Perform maintenance, repair and system overhaul.

• Troubleshooting a variety of computer network issues for teachers & administrators in classroom & office environment.
• Offering technical support onsite for 65 Public Schools county wide.
• Installed laptop & desktop hardware such as keyboard, screen, hard-drive, touchpad, NIC, motherboard, memory chip, fan, heat sink, CD-Rom, battery & power supply.
• Maintained & repaired DELL, Lexmark and HP printers.
• Created cases & dispatched manufacturer tech to service devices covered by warranty.
• Configured network devices to communicate with pc's, tablets, projectors, touch screen smart boards, IMM Pads & other authorized peripherals.

Atlanta, Georgia, US

- Follows appropriate policies and procedures for creating, updating, escalating and closing tickets. Attention to detail.- Log and track calls in a database and maintain a knowledge base for related problems- Providing updates, status, and completion information to customer and management. Assign ticket severity.- Initiate part order & Field Tech dispatch.

Atlanta, Georgia, US

- Provide 1st level inbound call support for customers by troubleshooting and resolving customer issues on the 1st call.- Provide empathetic, courteous, quality customer service in a timely manner with a positive, problem-solving approach.- Enhanced and developed fellow co-worker skills through coaching & feedback.- Recommended changes in documentation.

• Assisted in infrastructure upgrades (i.e. Install new OS & software on PC’s, enhanced firewall & virus protection)
• Protected network with risk assessment plan. Worked with a team in the validation, testing and implementation of secure, networked communications.
• Assisted with initial email setup & user privileges in support of +20 users.
• Implemented networked equipment (printer/copier/fax, PC’s, laptops & Smart Phones)- Pulled & ran CAT5 & fiber cabling in conversion.

Washington, DC, US

• Operating and maintaining global satellite telecommunications systems.
• Operate mainframe computers, local and wide area networks, and micro-computer systems throughout the Fleet.
• Operating and coordinating automated networks, data links and circuits.
• Provided assistance in a technical support facility on over 400 circuits maintaining communication for several different countries.
• Supported video teleconferencing (VTC) internet, secure internet, unclassified and secure phone lines.
• Maintained accountability for over $4M of communication and cryptographic equipment on a daily basis under minimum supervision.

Bachelor'S Degree, Computer Science

Associate Of Science (A.S.), Computer Systems Networking And Telecommunications

High School Diploma, Liberal Arts And Sciences/Liberal Studies