Michael J. Shaw Email & Phone Number

Kirkland, Wa, Us

Hanover, Md, Us

Hanover, Md, Us

Noida, Uttar Pradesh, In

Solely responsible for tracking over $500K worth of company hardware assets for the Clinton siteCorrected and streamlined asset management procedures which improved the asset health rate to 100%Facilitated a critical global asset update, correcting over 15,000 assets with incorrect model namesProvided backup support to the IT Solution Center Coordinator and the AV technicianServed as a Service-now functional expert during the transition from BMC Remedy to Service-nowRoutinely troubleshot and repaired Dell computers. Authorized to request parts directly from Dell

Us

- Primary agent responsible for completing in-store computer and iPhone repairs. - Consistently ranked Top 5 in the District and Territory for service orders completed per hour (1.5 per hour)- Obtained Apple iOS Certified Technician title. Successfully repaired 2,000+ iPhones.- Shows excellent customer focus by staying committed to fully updating the repair queue in a timely fashion to ensure customers are informed about their repair status.- Responsible for guiding and assisting the Consultation Agents with client check-ins, computer/phone diagnosis, and de-escalating clients.- Demonstrated high proficiency in repairing/diagnosing many different kinds of computers such as Dell, Lenovo, HP, ASUS, Toshiba, Acer, and Samsung. - Demonstrated high proficiency in working in a very fast-paced environment and handling multiple challenges simultaneously.

Hanover, Md, Us

Responsible for providing excellent customer service to all Mars Associates in the Mount Olive location.- ServiceNow incidents and tasks are forwarded to local site IT after all possible troubleshooting has been done remotely.- Volunteered to become a Functional Expert/administrator for the Hardware Asset Management (HAM) system within ServiceNow. Responsible for providing support to all Site IT technicians across North America. - Participated in bi-weekly conference calls with HAM administrators across the globe to discuss long-term strategies for improving HAM operating procedures and training methods for site IT technicians. - Assisted in increasing the North America asset health rate from 80% to 90% in the span of 6 months.- Responsible for providing support to senior directors and executives at the Mount Olive location.- Responsible for providing AV Support in conference rooms. We use Logitech conference room sets with Microsoft Surface Pros imaged with a custom Skype for Business 2016 image in addition to Polycom 500 series units paired with Polycom RealPresence units configured for Skype for Business 2016.- Responsible for new-hire computer setup and lifecycle computer refreshes for continuing Mars employees.- Responsible for ordering software licenses such as Techsmith Snagit, UltraEdit, Project 2016, Visio 2016, and installing the software- Responsible for ordering and installing computer peripherals such as standing desks, mice, keyboards, monitors, Dell docking stations, and headsets.- Responsible for managing 500+ Verizon & AT&T cellular accounts.

Montclair, Nj, Us

Responsibilities include all responsibilities of a Desktop Support Technician within the Division of Information Technology in addition to, but not limited to, the following:- Assist the Full-Time Desktop Support Supervisor in managing 4 different queues via Service-Now- Be available to all student technicians for questions and guidance- Ensuring new-hires are receiving the training they need- Escalating incidents to specialty divisions within IT after all available troubleshooting has been performed- Work closely with the Full-Time Desktop Support Supervisor to create, revise, and enforce policies and procedures

Montclair, Nj, Us

Advanced hardware and software troubleshooting for PC and Mac. Provide technical support to thousands of students, faculty, and staff on campus. Responsibilities and tasks include all of the responsibilities of a Phone Support Technician within the Division of Information Technology in addition to the following:- Imaging Macs using DEP and JAMF - Imaging PC’s using custom Windows 7 and 10 images via MDT and SCCM- Performing piecemeal backups of user profiles, creating full disk images of HDDs using Ghost32, and creating .dmg image backups of HDD's using Disk Utility- Encrypting and Decrypting BitLocker-enabled hard drives- Replacing hardware such as HDD/SSD and RAM- Bound and unbound computers from the domain using Active Directory- Diagnosed and solved computer hardware and software issues

Montclair, Nj, Us

-Provided support for a user base of approximately 30,000+ using the Service-Now ticketing system.- Resolved all campus-wide support issues without the use of any script or predefined method. Used detailed understanding of computer systems and campus applications to methodically problem solve.- Provided timely fixes in a fast-paced environment for a computer literate user base. Clients generally exhausted solutions prior to contacting support thus troubleshooting required in-depth knowledge and expertise.- Responsible for troubleshooting network and connectivity issues.- Supported Peoplesoft, Citrix, Adobe Creative Cloud, Workday, BitLocker, Nest, INB Banner, Degree Works, and Canvas.- Troubleshoot issues within G Suite including G-Mail, Google Calendar, and Google Drive.- Assisted with configuration, setup/removal of Thunderbird and other email applications, and helped resolve daily issues within the program.

Montclair, Nj, Us

I work in the Office of Information Technology to assist in tracking asset returns (desktops, laptops, monitors) and creating and updating Excel spreadsheets to organize the assets based on their respective lease number and whether they are deployed, or returned/awaiting testing/inventoried.

Schedule customer appointments, answer phone calls, ensure customer satisfaction, calling to confirm appointments for the following day, taking payments (cash, credit card, check) and depositing in register, closing register and credit card machine.

Bachelor Of Science - Bs, Business Administration, Mit

Associate Of Science - As, Business Administration