Technical Support It

Michelangelo Hancock

Brighton, MI 248-***-**** ******.*******@*****.*** LINKEDIN

Currently completing an intensive IT program focused on developing skills in technical support to obtain the Google IT Support Professional certificate. 19+ years in administrative and clerical positions have led to developed skills in time management, problem solving, and multi-tasking.

RELEVANT SKILLS

Technical Support & Troubleshooting • User Training & Support • Operating Systems Installation • Software Installation & Configuration • Customer Service • Windows • Linux • Domain Name System (DNS) • Networking • System Administration

EDUCATION, CERTIFICATES, & CERTIFICATIONS

Merit America • Virtual 08/2024-11/2024

Google IT Support Professional Certificate (11/2024) Skill development includes troubleshooting, customer support, networking, operating systems, systems administration, and security — all the fundamentals of IT support that are critical for success in the workplace; comparable to the latest CompTIA A+ certification

Additional Skill Development

● Completed hands-on coursework covering Microsoft 365, Windows 10, Spiceworks ticketing system, and fundamental cloud concepts

RELEVANT EXPERIENCE

Blue Bear Houses LLC - Brighton, MI - (Apr 2024 - present) - House Manager/Technical Support

● Assist housing director and guests with wireless connectivity.

● Troubleshoot connection issues, then alert housing director when connectivity fails.

● Assist older guests with devices.

Michael Steiner - Lake Worth, FL - (Feb 2017 - Oct 2023) - Technical Support

● Maintained speed and performance of Windows computer via file defragmentation and compression

● Protected computer and Android phone via antivirus installation and implementation

● Maintained performance of phone by reminding end user to let the software update

● Installed, uninstalled, and reset drivers for peripheral hardware Geraldine Hancock - Bronx, NY; Bethlehem, PA; Yonkers, NY - (June 2001 - Dec 2007, Dec 2008 - Dec 2009, Mar 2010 - Dec 2016) - Administrative Assistant

● Converted data from floppy discs, onto rewritable CDs, then onto USB drives

● Scanned and exchanged necessary documents and data via e-mail, fax, and print

● Maintained performance of Windows computer through file defragmentation, compression, and deletion, and antivirus installation and implementation

● Assisted in rebuild and programming of workstation

● Installed, uninstalled, and reset drivers for peripheral hardware Harvey Milk High School/Hetrick-Martin Institute - New York, NY - (Jan - Feb 2006; Nov 2003 - Jun 2005) - Technical Assistant/Administrative Assistant

● Assisted in setup of wireless network for the school and after-school program via installation of software and linking of IP addresses.

● Delivered mail, messages, and memoranda

● Utilized phones

● Organized and filed paperwork

● Located the principal, staff, teachers, parents, and students for conferences

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