MICHAEL BRADLEY adce5i@r.postjobfree.com
**** * ******* **** *** Vegas, NV 89108 415-***-****
IT HELPDESK SUPPORT TECHNICIAN
Dedicated IT expert with 10+ years’ experience in providing quality technical support to users across various companies. A certified technician with a bachelor’s degree in Information Systems from the University of Alabama. Solution oriented worker who adopts a customer centric approach in all support tasks, and communicates effectively with audiences in and outside the IT profession. Delivers exceptional services in mobile device and computer systems maintenance, troubleshooting and repair. Looking to obtain a Helpdesk Support role where skills and experience can be leveraged to provide lasting solutions to technical challenges.
HIGHLIGHTS OF QUALIFICATION
Outstanding background in the field of troubleshooting simple and intricate tech applications
Track record of quality technical support to over 200 users in Windows and iOS environments
Strong IT proficiency to effectively maintain and secure over 300 devices, including laptops, printer and mobiles devices
Recognized customer support expert with 3 customer service awards in 2 years
TECHNICAL PROFICIENCIES
Skype, Creston, Ivanti App Sense, Altiris, SSCM, Avaya, Citrix, VMware, Azure, Quire, InterGuard, iOS, Barracuda
Jira, Mimecast, Power Shell, Server 2016 2012 r2, Active Directory, Xcode, Android SDK, Xen Desktop
Print Servers, Print Cloud, Proof Point, Remedy, Service Now, VDI, MacOSX, Call Manager
Windows 7 and 10, Norton Ghost, MDM Mobile Iron, Office 365
CORE COMPETENCIES
Hardware Proficient
Mobile Gadget Support
Customer Service
Workstation Set-up
Keen Attention to Detail
Strong Multitasking Abilities
Virus Detection, Removal & Prevention
Organizational Skills
Microsoft Technologies
System Upgrades & Optimization
Troubleshooting & Repair
Security, Backup & Recovery
Excellent Communication Skill
Technical & User Documentation
WORK EXPERIENCE
THE COSMOPOLITAN, LAS VEGAS, NV 03/2020−Present
System Support Specialist
Troubleshoot and resolve operational issues for over 40,000 end-users
Analyze and determine source of system errors, malfunctions, and program information
Adjust, manipulate, and respond to console requests, commands, workflow procedures and job runs
Assist in maintaining inventory of over 40,000 pieces of technology equipment
Perform day-to-day maintenance of system hardware, tape drivers, and related equipment
Develop and compose operating instruction documents and data analysis methodologies
SIFTER, LAS VEGAS, NV 09/2017−Present
Founder and Operations Manager
Designed, and coded entire application for Android smartphones
Developed technical documents outlining the use and functions of Sifter
Designed user interface, set up and managed cost free customer support channel
Prepared back end cloud based server for AWS and
set up business email suite for daily operations
Composed all documentation for application including all sales and marketing materials
Submitted application to Play Store and facilitated store optimization ASO
Generated and executed ongoing marketing plan and submitted copyright request for Sifter
Created website along with personalized domain to provide customer education on Sifter
MYSTRO INC., SAN FRANCISCO, CA 03/2015−05/2018
Helpdesk Analyst
Assisted company executives in analyzing and consolidating 15 technology systems into 2 new systems equipped to accomplish all business requisites
Deployed Active Directory Users & Groups and Office365 for creating and managing multiple user accounts
Organized training on the use of the Microsoft Azure platform for cloud computing for 20+ staff members
Managed an average of 100 client’s data every quarter, and provided personalized services by providing customers up-to-date information on account changes
Improved the efficiency of department by producing and distributing booklet on the ethics of customer service
Provided consultation on revamping of company’s website. The implementation of which generated 30% increase in web traffic
Resolved average of 50 daily enquiries with professionalism, and achieved 35% increase in customer feedback
Provided technical training on hardware and software through remote desktop and telephonic communication
NGMOCO, SAN FRANCISCO, CA 05/2010−02/2015
Mobile Network Tech and Desktop Support / Help Desk
Increased efficiency and reduced annual labor cost of over $2,000 by improving error documentation systems
Maintained, tracked and secured inventory of 300+ devices including laptops, printers and mobile devices
Implemented a human resource filing system which organized over 200 documents of employee records
Promptly and efficiently responded to a daily average of 40 telephone calls and 10+ emails regarding existing account issues
Administered, configured, installed and remedied issues with employee equipment in local and foreign offices
Independently managed company bulk and individual wireless carrier accounts using MDM software
LUCAS ARTS, SAN FRANCISCO, CA 07/2008−04/2010
Desktop Support / Customer Service
Provided technical support to over 200 users in Windows and iOS environments
Consistently exceeded performance goals with regards to quality, accuracy, speed and volume
Recognized by company executives as the best customer service representative and awarded received 3 customer service awards in 2 years
Facilitated 40% increase in customer information retrieval time by introducing new CMS system
Successfully managed 90 customers’ accounts without any faults during employment
Trained and supervised 11 new employees in the customer service department
SPECIAL PROJECTS
TOMORROW LAND FARMING CONSULTANTS
Design custom automated networked indoor hydroponic agricultural systems, each with remote monitoring and light control, temperature, nutrients and pH regulation via computer or user-friendly app on Android and iOS.
Research, test and implement various technologies per client’s unique needs.
Saved clients an average of 40% compared to competitors turnkey solutions.
SIFTER
Designed and developed a unique, user-defined location-based chat app useful for communicating with people nearby without exchanging contact information and for drawing foot traffic to a specific area. Runs on AWS servers. Entirely self-funded for a fraction of standard cost. Found on the Google Play Store: https://play.google.com/store/apps/details?id=com.maskaraid
TRAINING & CERTIFICATION
CODE ACADEMY Python 11/2019−Present
CBT NUGGETS SQL 11/2019−Present
Apple Certified Technician 05/2012−Present
EDUCATION
UNIVERSITY OF ALABAMA, BIRMINGHAM 09/2004−06/2008
Bachelor of Science, Information Systems