Michael Huston 385-***-****

West Bountiful, Utah 84087 www.linkedin.com/in/hustonm314

Summary: I am a well-trained technician who learns new things quickly. I achieved certification on all models of Dell laptops and workstations built between 2009 and 2013 within 2 weeks. I am very familiar with Active Directory.

Skills: Active Directory Administration Computer NetworkingNetwork Troubleshooting Experience

Service Desk Agent, Dell/EMC (April 2017-February 2019)

● Supported a cloud environment containing Linux, Unix and Windows virtual machines

● Troubleshooted issues and assigning them to the correct teams

● Fielded calls via phone, email and chat

● Provided remote assistance

Service Desk Agent, Unisys (October 2016 - April 2017)

● Assisted with MS Office products

● Quickly mastered 2 different support accounts.

● Fielded calls via phone, email and chat

Service Desk Agent, ACET (August 2014 - April 2016)

● Maintained Call Average Handle Time 20% shorter than team average

● Documented solutions for emerging problems

● Remotely administered Mac OSX computers

Field Technician, Unisys Corporation (January 2013 - August 2014)

● Repaired computers and servers at customers’ sites

● Excelled at diagnosing further computer problems

● Educated users about using their computers

● Maintained high metrics for service calls handled, first time fixes and repair time Service Desk Agent, Teleperformance (January 2012 - December 2012)

● Provided telephone technical support for all Verizon home products for a wide variety of hardware and software

● A/V equipment setup and troubleshooting

● Achieved the top position on my team in First Time Resolution and shortest calls for consecutive months

Service Desk Agent, Unisys Corporation (October 2010 - December 2011)

● Troubleshooted all aspects of business computing infrastructure

● Logged detailed tickets relating to issues with all aspects of infrastructure

● Created what became the technical ticket template for Capital One calls Education

2005-2007 Computer Science undergraduate: University of Louisville Certification courses (career ID COMP001007157589)

● A+ Certificate

● Network+ certificate (achieved in under 30 days)

● Security+ Certificate (achieved in under 30 days)

● Linux+ Certificate (achieved in under 30 days)

● ITIL Foundations

Completed official CCNA coursework

Passed all official Dell certifications on laptops, desktops, and low-end servers built between 2009-2014

Contact this candidate