Information Technology End User
Resume:
Michael A Simmons Jr.
Jacksonville, FL 32210
*******.**********@*****.***
MICHAEL SIMMONS
SUMMARY
●A+ Certified Desktop Support Technician with deep technical knowledge and training in hardware and software support and troubleshooting. Specializing in servicing clients both onsite and remotely
●Holds an Associate’s Degree in Information Technology, and possesses seven years IT analyst and consulting experience and one year Healthcare IT experience
●Provides outstanding customer service and issue resolution
●Proficient in ticketing systems and skilled in creating technical documents in Microsoft Office (Word, Excel, etc.)
SKILLS
●PC Repair
●Active Directory
●Network Security, Firewalls and VPNs
●Security Policies and Implementation Issues
●Mobile Device Management
●Business System Analyst
●Service Now
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Problem Solving
Incident Management
WDS/MDT Administration
Written and Verbal Communication
User Authentication Systems & Role-base Security
Professional Experience
Gibraltar
Client Solutions/ Systems Analyst February 2022 – October 2023
●Manage and support IT operations across multiple business units supporting over 1000 employees
●Windows Deployment Services and Microsoft Deployment Toolkit PC imaging administrator
●Intune system administration including PC and cellular device enrollment and management
●Sole point of contact for IT problem solving and troubleshooting for two local Jacksonville warehouse sites
●Support remote sites across the west coast providing issue resolution, shipping equipment and onboarding
●Hardware supporting including business Zebra printers, HP MFPs, and desk side printer/scanners
●Cellular end user troubleshooting and support including managing company cell lines saving costs
●IT Consultation recommend products and services to streamline operations and save company resources
One Call Care Management
End User Experience Analyst II July 2021 – December 2021
●Diagnose end user issues and determine course of resolution including shipping of new hardware equipment
●Maintain a working relationship with clients, following up and ensuring final resolution is met
●Manage shipment of IT equipment to multiple sites and clients making sure arrival by or before deadline needed
●Task Management on projects with defined scope to ensure department product goals are met
●Make recommendations of best equipment to purchase/deploy reducing service outages and equipment costs
2020 Census Questionnaire Assistance Program – IBM
IT Consultant - Onsite Support November 2019 – October 2020
●Researched and evaluated resolutions to problems, reported service interruptions and facilitated Incident management. Identified recurring service failures, recommended solutions and assisted with corrective actions
●Work with Tier 3 support, diagnose issues, gather information (logs, screen prints,) and support ticket creation
●Run bridges collaborating with Tier-3 to understand and share technical workflow
●Attended bridge meetings with management and infrastructure in pursuit of resolution to critical issues
●Observe and document technical issues with deployed applications
●Communicate observations and updates on technical issues affecting Operations
●Report system performance and functional issues to development teams, supporting Tier 3 team by troubleshooting issues and recommending resolutions
●Maintain availability for on-site and on-call support
●Provide and make updates to Tier 2 troubleshooting documentation
●Participate in training sessions with Center Operation leads & supervisors
●Follow up on resolution of incidents with leads and supervisors
Home Depot Pro - Interline Brands
IT Product Support Analyst April 2016 – October 2019
●Manage and repair business system issues including those of ERP systems and Inside Sales systems
●Provide IT Support to Interline Employees who focus on providing customers maintenance products.
●Configure and troubleshoot Microsoft Office 2010/2016 Suite Support including Outlook, Word, and Excel
●Ship IT equipment to employees across the United States tracking and logistics.
●Assist with PC Operation System upgrades, computer refresh, and PC imaging
●Troubleshoot Windows/ MAC OS machines, system, and workflow related Issue
●Provide resolution to PC and technology issues including on Mobile Device Management
●Exceptional at problem solving, assist clients in recommending best IT products and equipment
Baptist Hospital July 2014 – February 2016
IT Service Desk Technician - Evening Shift Lead
●Provided PC/hardware and healthcare application support to hospital employees
●Train service desk team on troubleshooting, procedure, and team vision
●Ensure Service Desk team are following up on incident tasks and remain able to take support calls
●IT Incident Management - address IT service incidents professionally ensuring issues are mitigated with the least amount of time in service interruption
●Provided IT assistance to customers via phone utilizing superb customer service practices
●Troubleshoot and repair equipment onsite such as printers, fax machines, and scanners
●Provided remote PC assistance
●Resolved issues with Windows and healthcare applications also supporting network drives/printers
EDUCATION
University of Phoenix, Jacksonville, FL
Associates in Information Technology
Certifications
CompTIA Security+ CE
CompTIA A+ CE
Security Clearance
Department of Defense Secret Clearance
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