Michael J. Guymon-Wilson

**** * ****** **** **., Castle Rock, CO 80109

720-***-****

ad3fgp@r.postjobfree.com

OBJECTIVE:

A Desktop Services Lead/Managerial position in a successful company with a goal to help the company grow with excellent service while maintaining a professional and friendly attitude.

SKILLS/QUALIFIERS:

Advanced Microsoft Windows & Office skills

Exceptional PC Software/Hardware Install & Troubleshoot

Extended Call Center Experience

Excellent Communication and development skills

Familiar with elevated rights tools

“Top Ten” award recipient for demonstrating the ability to handle high call volumes with corresponding high customer satisfaction ratings for a Fortune 500 company.

EXPERIENCE:

Acara Solutions, Inc

May 2022 – December 2023

Senior Desktop Engineer

Contract: Lockheed Martin – Space Systems

Install software, patches and updates on servers and desktops using WSUS/SCCM

Monitor and maintain computer systems and networks

Provide technical support to end users

Install and configure network hardware and software

Working with Active Directory

Research, troubleshoot, respond to and resolve end-user issues/problems/questions

Complete numerous projects including laptop, and desktop deployments

Travel to provide on-site support where need in order to meet and/or exceed SLA's

Troubleshoot hardware and software issues on desktop computers, laptops, and other peripherals

DecisionOne

December 2021 – May 2022

Desktop Engineer II

Contract: Lockheed Martin – Space Systems

Setup desktop computers and peripherals and test network connections

Install and test desktop software applications and internet browsers

Develop and manage effective professional working relationships with contractor personnel, co-workers and clients.

Setup computers and install software for various applications and programs

Respond to and resolves customer technical inquiries and issues via e-mail, phone, chat or in-person

Responsible for completing technical projects from start to finish with minimal assistance

Perform tech refreshes/reimaging of laptop and desktop computers.

Maintech

October 28, 2019 to December 2021

Desktop Engineer II

Contract: Lockheed Martin – Space Systems

Setup desktop computers and peripherals and test network connections

Install and test desktop software applications and internet browsers

Develop and manage effective professional working relationships with contractor personnel, co-workers and clients.

Setup computers and install software for various applications and programs

Respond to and resolves customer technical inquiries and issues via e-mail, phone, chat or in-person

Responsible for completing technical projects from start to finish with minimal assistance

Perform tech refreshes/reimaging of laptop and desktop computers.

Acara Solutions, Inc.

October 2017 – October 25, 2019

Information Assurance, Staff

Contract: Lockheed Martin – Space Systems

Run Desktop DNA to preserve user settings

Restore user data and user specific settings

Validate hardware and applications are functioning properly

Knowledge of computer vulnerabilities and exploits

Microsoft Server Operating Systems, Microsoft Desktop Operating Systems

Perform rework and address installs of non-standard hardware and software on a rotational basis

Connecting People

June 05, 2017 – August 23, 2017

IT Support Specialist

Contract: Centura Health

Maintain and troubleshoot devices and systems, hardware, and software.

Document system performance, bugs, debugging, and program requirements.

GavinHeath, LLC

March 2017 - May 16, 2017

IT Technician

Contract: Builder’s FirstSource

Microsoft Active Directory

Remote control support tools (experience remoting into users machines)

Install/configure network printers

Assist users with password resets

Concentrix

December 2016 - February 2017

AppleCare Representative

Troubleshoot iOS devices & Locate Apple retail and authorized service centers

Xerox

September 2016 - November 2016

Customer Care Representative

Contract: Verizon Wireless

Provide service and support for Verizon Wireless

Troubleshoot cellular phones and devices

Pearson eCollege

September 2013 – March 4, 2016

Tier 3 Help Desk Technician

Formally responded to customer contacts and inquiries via phone, email or online chat.

Acted in flexible manner to support Tier 1 and Tier 2 inquiries

Meet individual quality service goals while appropriately prioritizing workload

Assist in configuring cell phones with both iPhone and Android

Convergys Corporation

December 2011 – August 2013

Customer Service & Problem Resolution Representative

Assisting customers with USPS tracking of packages; completing a change of address, filing complaints and inquiries regarding USPS locations, hours, and phone numbers

Argus Event Staffing, LLC

October 2008 – November 2010

Guest Relations / Security

Utilized diplomatic communication skills and professional attitude while directing patrons attending events to all venues

Conducted patron searches

Setup barricade equipment to control crowd activities including evacuation scenarios

Developed the skill to take control of difficult situations

DIRECTV

September 2007 – October 2008

Technical Support Account Supervisor

Managed technical support desk with high call volume

Provided effective and timely resolution of customer issues in the areas of TV programming, technical issues, equipment/programming upgrades, and billing inquiries

Target

March 2005 – July 2007

Sales Floor Team Lead

Coach and evaluate team members in a fast, fun and friendly environment

EDUCATION

University of Phoenix - Lone Tree, CO Sept. 2000 – Aug. 2001, Computer Networking

Colorado Technical University - Greenwood Village, CO, Aug 1998 – April 2000 Computer Information Tech

Arapahoe Community College - Littleton, CO Sept. 1996- June 1998, Restaurant Arts

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