Michael Imlay Email & Phone Number

Pensacola, Florida, United States

• Maintains information technology strategies.
• Manages staff.
• Researches and implements technological strategic solutions for internal and external clients.
• Accomplishes information technology staff results.
• Plans, monitors, and appraises job results.
• Initiates, coordinates, and enforces systems, policies, and procedures.

Pensacola, Florida, United States

• Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization
• Install and upgrade computer components and software, manage virtual servers, and integrate automation processes
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues
• Provide documentation and technical specifications to IT staff for planning and… Show more
• Provide documentation and technical specifications to IT staff for planning and implementing new or upgrades of IT infrastructure
• Perform or delegate regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures

Pensacola, Florida Area

• Assisting external clients in the implementation of technical systems, software, hardware or solutions.
• Evaluate client needs, develop configurations that support business processes.
• Providing training and end-user support during/after the implementation process.
• Prepare and maintain all technical and business documents and collaborate with clients and IT department to provide support to all issues.
• Establish all technical project requirements and maintain effective… Show more
• Establish all technical project requirements and maintain effective professional relationships with all clients and organize all project materials.

Pensacola, Florida Area

• Provide Level 2 reactive after-hours technical support to client emergencies involving hardware failure, outages, and other business critical downtime events.
• Provide Level 2 reactive technical support to clients including desktop and notebook support, printer support, server support, software support, and advanced networking utilizing remote access tools, chat support.
• Provide Level 2 proactive technical support to clients including patch… Show more
• Provide Level 2 proactive technical support to clients including patch management, operating system maintenance, malware/virus maintenance and removals, and response to windows alerting utilizing remote access and.
• Resolve hardware and software-related technical issues utilizing existing education, training and experience as well as manufacturer knowledge bases, documented fixes, and other technical articles.
• Create and update electronic service tickets documenting all correspondence, work performed, referenced resources, and resolution procedures. * Create, update and maintain key network and asset information securely and.

Remote

• Respond to and work requests for service and incidents in the company ticketingsystem through completion. Document all work performed within the requests.
• Installation, configuration, and support of Microsoft Office 365 on variousplatforms
• Provide phone and remote troubleshooting support and provide quick recommendations towards resolution
• Responsible for efficiently managing the relationship with customers while accurately documenting cases details, and… Show more
• Responsible for efficiently managing the relationship with customers while accurately documenting cases details, and outcomes.
• Ensure accurate and timely resolution for assigned issues

- Experience with a Service Management tool, such as HP Service Center or Service Now- Experience using Remote Tools, such as Go To Assist or Citrix- Experience troubleshooting network connectivity, including LAN, broadband and VPN, 802.11 wireless and cellular-based internet services (such as Verizon MiFi)- Experience troubleshooting and using Windows.

o Create/Assign/Troubleshoot IPv4 up to /24 blocks using internal networking tools.o Creation of PTR records for reverse DNS on static IP addresses.o Use of Telnet/CLI to run scripts to configure equipment to run in various modes such as Bridged, NAT, DHCP, Static, etc. o Use of Telnet/CLI/GUI to enable/disable/configure Ethernet Port duplex and speed as.

Gulf Breeze, FL

o Assist clients with issues related to the hosted exchange platformo Interact and resolve problems or concerns using Live Person/Live Engage Live Chat Sessions. o Diagnose issues through technical analysis and document appropriate action and resolution. o Manage telephone and ticket queues so that client issues were resolved in a timely fashiono.

Gulf Breeze, FL

• Troubleshooting of DOCSIS 2/3 Cable Modems using command line interface
• Assisting customers in configuring their router settings to work correctlywith the network
• Assisting customers in configuring their e-mail clients to work with thecorrect e-mail servers
• Troubleshooting of VoIP Equipment and star services

Milton, FL

• Troubleshooting of Expedience and WiMax devices
• Assisting customers in repositioning of Expedience and WiMax devicesto prevent RF interference.
• Assisting customers in configuring their e-mail clients to work with thecorrect e-mail servers
• Assisting customers in configuring their router settings to work correctlywith the network
• Experience in working in a high volume, face paced call center.
• Experience using Microsoft Excel and Word for Data Entry

Gulf Shores, AL

• Assisting Customers with troubleshooting/configuring ONT Equipment (Fiber Optic Adapters)
• Assisting Customers with troubleshooting/configuring VoIP Adapters
• Assisting Customers with configuring LAN Connection Settings in Windows 95, 98, ME, 2000, 2003, Vista, and OS X Operating Systems.
• Viewing ONT Equipment Status in several monitoring systems.
• Enabling/Disabling ports via Web GUI/Telenet on 48 Port Switches
• Use of VNC Client/Server for Remote System Monitoring… Show more