Michael C. Email & Phone Number

Conshohocken, Pennsylvania, United States

• Provided level 1 and 2 technical support to 30-40 users a day on the phone and by utilizing remote desktop applications
• Assisted Senior Technical Support Specialists with reimaging, provisioning, and deploying Dell laptops, desktops, and Chromebooks
• Utilized Active Directory and Azure AD for user administration such as password resets, unlocking accounts, resetting MFA after following security procedures, moving users and computers to the correct OU, and adding.
• Utilized Microsoft 365 Admin Center for issues regarding Exchange accounts
• Troubleshot and resolved most hardware, software, and networking issues on the first call
• Escalated tickets to the correct department only if access to solving the issue was limited. Documented tickets with as much relevant details as necessary before escalating.

Philadelphia, Pennsylvania, United States

• Provided in-person and remote helpdesk support to 150 users over fourlocations utilizing Spiceworks ticketing system, VNC, and Active Directoryremote control for on-site RDS farm
• Created users, security groups, and organizational units in Active Directoryin order to give specific access and apply group policies
• Configured a SAN to utilize as a storage pool for virtual machines
• Set-up a NAS as an iSCSI target to use as a storage repository for back-ups
• Created and configured Hyper-V virtual machines in a failover cluster
• Utilized PowerShell to create scripts and perform a variety of tasks, such asremotely enabling BitLocker and backing-up recovery keys for domainjoined laptops

• Provided level 2 technical support to end users across the country over the phone, in-person, and through remote desktop to diagnose and resolve issues with hardware and software
• Communicated and worked with other IT departments on company-wide issues
• Configured and deployed laptops and mobile phones to be used for new and existing employees as well as following up to answer questions users might have
• Assisted users with mapping shared drives as well as backing up and migrating their data to new devices
• Utilized Windows Active Directory in order to add users and workstations to groups, edit user and workstation information, and change user passwords
• Maintained database of company devices that were being used or returned