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.• Provide Active Directory user account support, including troubleshooting account permissions issues and problems, as well as creating and managing user accounts.• Provide end-user training on how to use new computer hardware and software, including printing, installation, word processing, and email, as well as how to troubleshoot common problems.• 2022 NDIA Technology Award winner as part of EITS team in collaboration with the AMC Executive Communications team.

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.• Provide Active Directory user account support, including troubleshooting account permissions issues and problems, as well as creating and managing user accounts.• Provide end-user training on how to use new computer hardware and software, including printing, installation, word processing, and email, as well as how to troubleshoot common problems.• 2022 NDIA Technology Award winner as part of EITS team in collaboration with the AMC Executive Communications team.

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 hurricanes, tornadoes, and significant flood events.• 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.• Monitored and managed antivirus and backup systems, ensuring that they are functioning properly and up to date.• Responded to critical incidents in a timely and efficient manner, minimizing the impact on end-users.

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 responding to issues with a customer’s network.• 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.• Provided pro-active reviewing and monitoring of all the customer’s network systems and networking devices.

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 automated workflows.• 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 of accuracy and efficiency.• 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.