Call Center Help Desk
Resume:
MICHAEL DALLMAN
San Antonio, TX *****
adz2ja@r.postjobfree.com
PROFESSIONAL SUMMARY
Highly motivated and dedicated systems administration professional with broad-based experience installing, configuring and supporting numerous servers, workstations and management systems. Demonstrated advanced computer skills and aptitude to rapidly and eagerly learn new technologies. Strong record as instrumental team player and leading call center technician capable of communicating problem resolutions to diverse user bases. SKILLS
VMWare, AWS, IIS, Hyper-V, Powershell, SQL, Azure, Windows 2008, Windows 2016, Windows 2019, Windows 2022, Windows Clusters,SQL Availability Groups, Active Directory,SSL, Windows Certificates, SCOM, Nimbus, Sophos Anti Virus. EXPERIENCE
Rackspace Managed Hosting
Support Engineer IV
January 2007 - January 2023
● Resolved complex technical issues for customers, and developed new automated processes to improve the efficiency of the support team. Solved 95% of support tickets escalated, and maintained a high customer satisfaction score.
● While overseeing a diverse environment with over 150,000 servers, I consistently maintained an impressive Mean Time To Respond (MTTR) Service Level Agreement (SLA) of 99.9%.
● Served as an escalation point for lower techs, ensuring prompt and effective problem resolution
● Owned intricate customer issues, ensuring seamless communication through resolution
● Adept at enhancing stability, security, and customer infrastructure
● Committed to ongoing learning and staying updated with the latest industry trends and technologies to enhance service quality and efficiency.
● Acted as a trusted escalation point for lower-level technicians, providing guidance and expertise to ensure prompt and effective issue resolution.
● Aided in resolving the Rackspace ransomware incident and assisted in migrating customers to Office 365.
● Proactively communicate with Lead Techs and Account Managers and mentored fellow engineers
● Wrote maintenance plans and executed scheduled maintenance for customers. LifeMasters Supported Selfcare, Inc
Support Center System Engineer
January 2005 - January 2007
● Orchestrated build-out of call center, managed servers, workstations, and help desk
● Introduced Windows software update system and integrated voice mail with email
● Setup wireless access points, deployed Unified Modular Messaging Server.. Northrop Grumman Information Technology
System Administrator II
January 2000 - January 2004
● Managed servers, clients, and Air Force Training Integrated Management System
● Implemented software systems, maintained servers, and handled system migrations
● Extensive experience with Windows servers, SQL databases, and Windows clusters. Margon, Inc
Subject Matter Expert I
January 1997 - January 2000
● Oversaw server management, provided troubleshooting support for workstations, and significantly improved the functionality of the help desk database.
● Redesigned Word macros and provided computer support for Margon Employees. EDUCATION
Associate of Arts - Microcomputer Specialist - San Antonio College CERTIFICATIONS
AWS Certified Cloud Practitioner
AWS Certified Solutions Architect Associate
Microsoft Certified: Azure Administrator Associate
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