Michael Chenault Email & Phone Number

Huntsville, Alabama, United States

• Work on the Executive IT Services (EITS) team at AMC HQ that supports the up to 4-star Generals, Senior Executive Service (SES) personnel, and their support staff.
• Provide expert-level technical support for PC/system, network, application, and security issues and problems, both in-person and remotely.
• Utilize the ticketing system to track issues to resolution and update the knowledgebase with troubleshooting steps and best practices.
• Diagnose and resolve PC/system, network, application, and security issues using a variety of tools and techniques, including remote access, packet captures, and system logs.
• Configure, remote image, troubleshoot, and repair computer equipment, printers, and other related devices, including deploying new operating systems and software updates.
• Assist users with setting up, troubleshooting, and resetting/restoring iPhones and Verizon Jetpacks, as well as scheduling teleconferences.

Huntsville, Alabama Area

• Work on the Executive IT Services (EITS) team at AMC HQ that supports the up to 4-star Generals, Senior Executive Service (SES) personnel, and their support staff.
• Provide expert-level technical support for PC/system, network, application, and security issues and problems, both in-person and remotely.
• Utilize the ticketing system to track issues to resolution and update the knowledgebase with troubleshooting steps and best practices.
• Diagnose and resolve PC/system, network, application, and security issues using a variety of tools and techniques, including remote access, packet captures, and system logs.
• Configure, remote image, troubleshoot, and repair computer equipment, printers, and other related devices, including deploying new operating systems and software updates.
• Assist users with setting up, troubleshooting, and resetting/restoring iPhones and Verizon Jetpacks, as well as scheduling teleconferences.

Huntsville, Alabama Area

• Provided first-line support for PC/system, network, application, and security issues and problems using a variety of tools and techniques, including remote access, packet captures, and system logs.
• Led one of two floor support teams during day shifts, providing technical guidance to team members and coordinating with the Service Desk Supervisor for additional assistance as required.
• Processed an average of 65 daily inbound queries, with each interaction taking less than 10 minutes from initiation to resolution or escalation to advanced support tiers.
• Offered round-the-clock technical assistance to the Army Corps of Engineers across all U.S. office locations and remote sites, including during national emergencies precipitated by severe weather conditions such as.
• Utilized the Smart IT/Remedy ticketing system to document, track, and resolve issues, ensuring comprehensive problem management.
• Administered user accounts, passwords, and tokens, ensuring that they are secure and compliant with industry standards.

Huntsville, Alabama Area

• Ensured maximum uptime and performance through 24x7 monitoring of customer's network infrastructure.
• Assisted a variety of entities including businesses like Dollar General and numerous school systems across the southeast and northeast regions.
• Responded promptly and effectively to customer's network trouble tickets, delivering high-quality using PRTG, SolarWinds Network Monitoring, and Cisco Meraki to provide a high level of support for monitoring and.
• Performed the necessary analysis, aggregation, and correlation of alerts and tickets to isolate and identify faults in a customer’s production network.
• Provided issue tracking and reporting throughout the whole lifecycle of a customer’s issue including following up with the customer to ensure resolution of the customer’s issue.
• Served as the initial point of contact for customers experiencing network issues, encompassing LAN, WAN, VLAN, point-to-point connections, tunnel connections, and MPLS services.

Huntsville, Alabama Area

• Provided high-level SharePoint support to high-security government customers, resolving complex issues with a high degree of accuracy and efficiency.
• Spearheaded the development of ACC HQ's G1 HR SharePoint portal, featuring a dozen sites with custom JavaScript applications, SharePoint lists, document libraries, team sites, message boards, custom calendars, and.
• Used a variety of tools and techniques to update, troubleshoot, and create SharePoint sites, including HTML, CSS, JavaScript, jQuery, Adobe Photoshop, and Adobe Dreamweaver.
• Applied technical knowledge to resolve customer issues and aided on evolving web technologies, ensuring that government customers were able to get the most out of their SharePoint sites.
• Utilized the VSC trouble ticket system to track customer requests, assign customer requests to experienced technicians, and follow up with customers to ensure problem resolution.
• Created and modified SharePoint workflows, forms, and reports, ensuring that they met the specific needs of government customers.

Huntsville, Alabama, United States

• Provide a high level of resolution support to local community including family, friends, and local clients.
• Performed advanced troubleshooting for any broken or unidentified hardware/software issues.
• Applied technical knowledge to resolve customer issues through effective troubleshooting, and problem resolution.

Huntsville, Alabama, United States

• Provided expert-level technical support to large businesses and high-security government customers including the White House, CIA, FBI, US Navy, local and state government, resolving complex issues with a high degree.
• Utilized advanced troubleshooting skills to identify and resolve hardware/software, network/application, and data/voice issues, using a variety of tools and techniques.
• Provided detailed instructions on how to set up/configure data and voice products, ensuring that customers were able to get up and running, quickly and efficiently.
• Processed on average 45 daily inbound queries, with each interaction taking less than 8 minutes from initiation to resolution or escalation to advanced support tiers.