Michael Trone Email & Phone Number

Riverdale, Ga, Us

• 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.• Responding to customer installation, maintenance, and service calls promptly and effectively.

• 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.• Reimaged pc’s from Windows 7 to Windows 10 using SCCM to install desired software.• Provided support for LAN within an office environment for staff• Monitored & updated tickets from users utilizing DELL KACE• Maintained network hardware and software county wide.• Backed up or recovered user data on failed HDD’s.• Ensured user access to wifi access point.• Updated virus protection on desktops & laptops• Installed software remotely or on site.• Networked printers & computers using DHCP or manually setting IP.- Perform virus removal as well as maintaining or repairing county issued equipment. - Troubleshooting a variety of computer related issues for teachers and administrative staff. - Setting up and configuring networked devices while offering technical support different sites throught out the day.- Perform software installation and group policy updates when needed. - Mapping network drives. Install, troubleshoot, repair Dell & Lexmark printers.- Provide crash course training to teachers on technical equipment. - Download and install drivers.- Provide price quotes to customers for devices not covered by warranty.- Assign IP address when introducing a new device to the network.- Ship and recieve printers from Dell using prepaid Fedex pickup labels to do so.

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 to coordinate with customer SLA.- Server experience: Running diagnostic scripts; Interpreting support dump & event log; Initiated replacements based on hardware failure; Monitoring appliance functionality after service; Enter RAID BIOS to check & configure RAID array; Enter Setup Utility to check system settings.

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, and training to address system deficiencies to maximize productivity.- Assisted callers over the phone & via internet, keeping them abreast throughout the duration of their service request.- Utilized Citrix as a remote resolution tool when assisting customers.- Troubleshot POS registers and Self Checkout registers plus all peripherals including monitor, cash drawer, receipt printer, pole display, scan guns, keyboard, deactivation pad and scale.

• 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