Help Desk Support Specialist
Resume:
Michael Headley
*******************@*****.***
Technical Work Experience:
InCare Technologies
Remote Support Specialist
July 2018- March 2024
Certifications:
MimeCast Cloud Gateway Fundamentals Level 1 Certification
Fortinet NSE 1 Network Security Associate Certification
Fortinet NSE 2 Network Security Associate Certification
Achievements Include:
Provided Managed Services to over 100 organizations with a monthly revenue of $2 million dollars.
Migrated two customers with hundreds of users from legacy on premises active directory to Azure Active Directory.
Migrated multiple organizations from on premises phone system to Allworx VoIP hosted system.
Deployed Microsoft 2FA/DUO to 48 organizations.
Maintained 98% closure rate of tickets relative to SLA.
Technologies Used:
Connect Wise and Service Now service ticket systems.
Remote support tools including but not limited to: ConnectWise Automate / Kaseya control center.
Azure Active Directory and Microsoft Active Directory Synchronization Services and Two factor authentication.
Office 365 Admin portal.
Fortinet Firewalls and VPN.
Automated provisioning tools for MSP clients.
Allworx VoIP phones and administration portal.
Remote server tools iDrac and vSphere.
Medical software such as Allscripts and Digi-Chart.
Windows Server 2016-2022, Windows 10/11, Linux and MacOS.
Military Service:
Army
(E-6) Financial Management Technician
July 2012 – Aug. 2013 Retired.
Non-Commissioned Officer in charge of Military Debt Management/Processing, Ft Stewart GA
Staff NCO in charge of Military Debt Management.
Master resiliency trainer for the unit.
Maintained compliance for all military financial regulations.
(E-6) Financial Management Technician
July 2011 – June 2012
Chief of Military Pay for Financial Management Detachment, Camp Humphreys Korea
Chief of military pay for over 5000 soldiers.
Maintained compliance for all military financial regulations.
(E-6) Light-Wheel Vehicle Mechanic
November 2010 – June 2011
Cadre for 171st Brigade Emergency Operations Center in Ft. Jackson, SC
Served as cadre for Emergency Ops Center.
Liaison between military and local law enforcement.
Maintained $11 million in equipment.
(E-6) Light-Wheel Vehicle Mechanic
May 2008 – November 2010
Drill Sergeant in Basic Combat Training in Ft Jackson SC
Drill Sergeant
Instructed 60 soldiers on a recurring 9 week cycle.
(E-6) Light-Wheel Vehicle Mechanic
September 2006 – March 2008
Instructor/Writer at the Wheeled Vehicle Mechanic School in Ft Jackson SC
Instructor and instructional content creator for the school.
Taught 5000 soldiers annually.
(E-6) Light-Wheel Vehicle Mechanic
January 2004 – September 2006
Motor Sergeant in Idar-Oberstein, Germany 1-94 Field Artillery
NCO in charge.
Responsible for deployment of over 250 vehicles.
Maintained a 97% overall readiness rate for equipment.
(E-5) BRADLEY Fighting Vehicle Mechanic
October 1999 – March 2008
Senior Track Vehicle Mechanic in Ft Irwin, CA.
Senior mechanic in the unit.
Maintained a 95% overall readiness rate for equipment.
Marine Corps
(E-5) Field Radio Operator
June 1992 – June 1998
Team Leader/Squad Leader/Sergeant in Camp Pendleton, CA
Field radio operator and field wireman duties.
3 deployments with 15th MEU.
Responsible for $5 million in communications equipment.
Armed Forces Training and Certifications:
Master Resilience Trainer
Leadership
Leadership/Instruction
Equal Opportunity
Total Army Instructor
Leadership of Shop Operations
Fundamental of Military Leadership
Education:
Virginia College - Birmingham, AL
Associate of Applied Science in Network Engineering
March 2018 – GPA: 4.0
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