Michcail A. Pusey Email & Phone Number

Dallas, Tx, Us

Teaneck, New Jersey, Us

Data Center & Network device – Hands & Feet support.Enterprise Application Support (O365, Azure, Intune, etc.Troubleshooting One Note, One Drive, Meeting room, Telephones / Video conferencing issues (WebEx, MS Teams, Zoom. Troubleshoot Printer issuesWorked on AAD & AD domain controllers, Group policy, SG Groups, and DG, etcWorked with Azure AD, Intune Company Portal, Office 365 Portal, and Identity and Access Management PortalTroubleshoot Surface Pro, iPhoneMS ExchangeWorked on Asset Management Worked with remote support tools – LogMeIn to assist remote users Upgrade and work on workstation performance troubleshootingUsed powershell scripting for autopilot and also used to create power automate

San Francisco, California, Us

Provides technical support for Microsoft Office Suite, INews, Hive, Password locked out, reset, and Server room.Identified and troubleshot end-user technical issues in software applications and hardwareWorked with Citrix workspace to help users access applications and data deployed. Configured GlobalProtect to enhance security policies that encrypt the sensitive resources in the corporate network.Supported senior-level executives on a day-to-day basicWiped, re-imaged Mac, PC, and Repair ethernet cablesUsed Snow ticketing Systems to solve daily ticketsWorked with Remediant to grant access, prevented ransomware attacks, and service-now Provided troubleshooting and remote support for users, applications, and infrastructure using Bomgar, Dameware, and RDP.Participated in the testing, installation, and configuration of new technology like OpenGear devicesWorked with the Technology team to evaluate, test, and install upgrades to all platform OS, applications, and hardware.

Daly City, California, Us

Provided technical support by performing installation, repair, and upgradesDelivered desk-side technical support to optimize multiple environments, successfully closing 95% of tickets dailyTroubleshot software and hardware failures and identifies network problems when relates to desktop, laptop & network printers.Provided support for conference room and video conferencing supportSupported senior-level executives on a day to day basic o PXEo Opsgenieo Active Directoryo Software Centero Zoom Conference

Palo Alto, Ca, Us

Provides L2/L3 support as required to a variety of end-user and network devices at the hospital and surrounding medical buildings. Provides onsite initial basic network troubleshooting, port activation, and deactivation. Provides onsite installation, configuration, repair, and maintenance of 80% Mac & 20% PC, desktops, laptops, tablets, mobile devices, associated peripherals, and related software. Provides onsite updates, configuration changes, and installations of hardware and software, and diagnose technical problems to determine proper solutions. Resolve escalated service delivery issues and interact regularly with IT customers, including communicating issues to the appropriate internal stakeholders, and support communications to the field regarding service delivery issues.o BigFixo Slacko Crashplano Service Nowo Active Directoryo VLAN’s/Netdbo Server Rooms

San Mateo, California, Us

Provides support to our worldwide employees through account administration, desktop/laptop automation and installation, network access and other IT tasksProvides desk-side hardware & software support for Mac, Lenovo & Dell laptops Troubleshoots and diagnoses various issues on laptop peripheral devices, software communication devices and network connections as requiredUtilizes the Zendesk ticketing system to complete assigned end-user technical difficulties Provides support to AV systems, printers, and phone systemsManages hardware and software purchasing for all IT-Helpdesk related items Applicationso PXEo Slacko Zendesko Crashplano Active Directoryo Software Centero Zoom Conference Rooms

New York, Ny, Us

Worked independently and with team to upgrade 550 customers to new desktop & laptopsWorked with managers to troubleshoot software and closed 90% of Tickets dailyProvided desk-side hardware & software support for Dell & Mac computersTroubleshoot and diagnosed various issues on both Mac & PC's, desktops & laptops, desktop & laptop peripheral devices, software, communication devices, and network connections as requiredUtilized the Service Now ticketing system to complete assigned end-user technical difficulties along with Asset Management using Service now/ITAMDesktop, laptop and Mobile DeploymentApplications◦ PXE◦ Slack◦ Service Now◦ Air Watch MDM◦ Active Directory◦ Software Center

San Francisco, California, Us

Worked independently and with the team to upgrade 170 customers to new softwareWorked with managers & engineers to troubleshoot software install issues on projectsWorked on training room projects to upgrade and install new softwareProvides desk-side hardware & software support for Mac and Dell computersProvides Tech Bar support to Gap Inc. employees troubleshoots various issues on both Mac & PC’sDiagnoses & troubleshoots problems with Mac’s and PC laptops, software, communication devices, Mac & PC peripheral devices and network connections as requiredUtilizes the Service Now ticketing system to complete assigned end-user technical difficultiesUpgrades user to Office 2016 w/Essbase & Smartview, troubleshoots Essbase & Smartview issues when occursInstalled VMware on PCs, configures BAM application and rollback office 2016 to Office 2010 within VMware PC, MAC.Applicationso Active Directory o Software Centero Air Watch MDMo Service Nowo Smartviewo Essbaseo PXE

San Francisco, Ca, Us

Configured Mac OS and Setup MacBook’s at users’ deskProvided desk-side hardware and/or software support for Mac and HP computersAssisted in imaging 150+ machines for deployment and inventoried these machines into SharePointCollaborated with team members to determine the most effective manner to resolve technical issuesCreate requisitions, purchase order and amendments to PO’s.Facilitate PO routing- Signatures from TSS Section director, Deputy Director/Exec Director, Finance (Budget Coding) to Contracts.Applicationso PXEo SCCMo Office365o Active Directory o Everything HelpDesko SharePoint & OneSolution

San Francisco, Ca, Us

Provided desk-side hardware and/or software support for Mac and Dell computersDiagnosed and troubleshot problems with PCs/laptops, software, communications devices, PC peripheral devices, and network connections as requiredUtilized the Service Now ticketing system to complete assigned end-user technical difficultiesApplicationso PXEo SCCMo Service Nowo Active Directoryo Air Watch MDM

San Jose, Ca, Us

Provided desk-side hardware and/or software support for Mac, HP and Dell computers Utilized the Remedy ticketing system to complete assigned end-user technical difficultiesInstalled and configured OSX Yosemite and El Capitan in a corporate environmentApplications o Bitlocker installation and troubleshooting And recoveryo Active Directory (add, delete, and move accounts)o SCCM (System Center Configuration Manager) for imaging and software updateso Remedy o MobileIron

San Francisco, Ca, Us

Providing seamless experience to end-users moving to the new building with new technology Providing onsite and remote support to users within the Police HeadquartersSupport and train users on accessing Telecommunication Devices (Setup Voicemail, Greetings, etc.,)Supporting and train users on PC, accessibility, printing, scanning documents to central repository and best practices as determined by the project leadUnboxing and set-up new workstations at the new SFPD HeadquartersInstalling, configure and test various applications (provided by SFPD) on the workstationsInstalling and configure network printers for scan, print and email functionalityInstalling configure and test building card key systemRelocating workstations for HOJ SFPD users relocating between floorsOther IT related duties as assigned that are associated with the set-up and relocation of SFPD workstations

Aliso Viejo, California, Us

Deployed computer hardware and peripheralsPC hardware troubleshooting and repairConfigured Wyse applicationInstalled and configured Citrix Receiver on desktop, laptop and iPadConfigured Network printers, Xerox, Konica Minolta, Canon and Ricoh

Leverkusen, North Rhine-Westphalia, De

Using Lotus Notes to manage data base for asset managementCreating tickets with Peregrine/HP Service CenterCalling and emailing users to locate and setup work stationsTransferring users information from old computer to newUsing Bruda to backup and restore users informationReceiving assets from manufacture and getting it ready to deploy to usersUsing CLS to Stage/Activate and show that assets is picked upSeting up Bayer Employes and new hires

Leverkusen, North Rhine-Westphalia, De

Upgrading 250 iPhones to IOS 7 SoftwareInstalling AirWatch MDM on 250 iPhone devices

Repaired “Smart Phones, Laptops, Computers, Games etc”Responsible for training all new hires to do repair and salesResponsible for shipping products to customerResearch and, calls potential clients for better parts and priceManaged inventory, so we know what we have and don't haveManaged store up keep, restocking, new displays and price

Overland Park, Kansas, Us

• Maintain minimum Repair vs. Exchanges Ratio of 35%• Maintain 75% or above Service & Repair CSAT• Maintain adequate levels of repair part inventory for S&R program• Audit daily the S&R transactions and fix reporting/point of sales systems discrepancies• Ensure all Advance Exchanges are properly returned in a timely fashion• Ensure all monthly Parts Audit parts are returned properly and on time• Minimum monthly sales of $25.01 Gross Profit per hour worked• Actively & effectively greet between 200 and 400 patrons daily• Strive to offer complete sales: phone, accessories, high-tier activations, and referrals

San Francisco, California, Us

• Deployed computer hardware and peripherals • Set up LCD• Set up Cisco IP Phones

Oakland, California, Us

•Using SCCM Console to image computers for Win7 and push out software to Blue Shield of CA users•Transferring files over from 3 old computer to a new machine when users experiences technical difficulties•Imaging over 24 laptops and desktops in a day with 95% success rate•Deploying 5+ computer hardware and peripherals for new hires, and existing employees daily•Progressing through 30 different tickets a day, closing 10 a day•Troubleshooting over 10+ Hardware and software problems daily•Desktop Support for 5 sites• Remote access and VPN support experience •Team-oriented; willing to communicate with other team members, and be an advocate between IT team and end-users•Have in depth knowledge of the Windows OS (XP, Win7) and Mac OS (Snow Leopard, Lion)•Ability to troubleshoot common issues with handhelds (e.g. iPhone, Android)

San Leandro, Ca, Us

• Distributed 200+ hot cocoas and hot fudge Sundaes to customers per game• Managed cash and provided correct change to customer• Won sales competitions by selling 100-150 cups of hot cocoas for the day

•Assisted children with educational projects such as reading•Organized office, books and goods•Performed office maintenance tasks such as maintained floors and garbage bins

Olean, Ny, Us

Cold calling clients, Customer service, handle cash and checks

San Francisco, California, Us

• Created 1+ video game and 1+ animation using Apple computers. Utilized software to perfect game design skills, and presented both end products to the new group of interns• Provided support to the teacher, by helping other students finish their assignments

Certification Of Completion, Information Technology

Fundamentals Of Technical Support Certificate, Information Technology

High School Diploma

Education record