Technical Support It

MICHAEL D. HASKINS

San Antonio, TX 210-***-**** *********@****.***

OBJECTIVE

IT Support Specialist with a proven track record in installing, configuring, managing, and troubleshooting operating systems, hardware, software, antivirus tools, and storage solutions across diverse platforms, including PCs, Macs, laptops, and iOS/Android devices. Skilled in project management, adept at handling multiple priorities in fast-paced, high-volume environments while consistently meeting deadlines. Experienced in providing technical support to users at all organizational levels, fostering a team-oriented approach with strong leadership and accountability. Recognized for exceptional customer service skills and a solutions-driven mindset in addressing end-user needs effectively. EXPERIENCE

ALORICA, San Antonio, TX

CSR Agent June 2024 – Present

Notable Projects: HMH Ed and Aetna Health

Collaborated with educational professionals to streamline the migration and rostering of student and teacher data between online platforms. Ensured data accuracy and integrity throughout the process, providing technical guidance and troubleshooting to meet client requirements and deadlines.

Delivered exceptional customer support to Aetna Healthcare members by managing prescription benefit inquiries through incoming calls. Demonstrated strong communication skills and problem-solving abilities to resolve member concerns efficiently, ensuring compliance with healthcare policies and maintaining a high level of customer satisfaction.

TSR GROUP \ CITIGROUP, San Antonio, TX

Service Help Desk Agent April 2023 – February 2024

Delivered comprehensive technical support to end-users by thoroughly researching and resolving issues related to hardware, software, and network performance, ensuring minimal downtime and optimal functionality of workstation LAN environments.

Provided answers to clients by identifying problems, providing resolutions, and guiding clients through corrective steps.

Analyzed and identified user-reported problems, offering clear and actionable resolutions while guiding clients through step-by-step troubleshooting processes to enhance their understanding and prevent recurring issues.

Efficiently managed initial support inquiries via telephone and email, providing prompt and accurate assistance for a range of technical concerns, including hardware setup, software configuration, and network connectivity troubleshooting. Maintained a customer-focused approach to ensure user satisfaction and service excellence. LINKSYS, Irvine, CA

Sr. Deskside Support Technician April 2022 – Nov. 2022

Incident and Request Management: Effectively utilized ServiceNow to track, manage, and resolve incident tickets and service requests, ensuring timely resolution and adherence to SLAs. Conducted detailed root cause analysis and provided clear documentation for issue resolution and process improvements.

Hardware and Software Deployment: Spearheaded the deployment of advanced computer hardware, peripherals, and Windows-based applications across various environments, ensuring seamless integration and minimal disruption to business operations.

End-User Support and Troubleshooting: Delivered comprehensive IT support for desktop PCs and mobile devices, addressing hardware, software, and network issues. Acted as the primary escalation point for complex technical problems, owning issues to resolution and providing tailored solutions to end users. PACIFIC LIFE, Aliso Viejo, CA

Deskside Support Technician July 2021 – March 2022

Contract Assignment: Perform Laptop Deployments for PL New Hires, and Staff

Deployment of computer hardware, including advanced systems, and windows level applications.

Responsible for troubleshooting all manner of end-user IT problems involving desktop PCs and mobile devices, while providing Escalation and owner of daily IT issues. KBS-SERVICES, Oceanside, CA

IT Support Technician March 2021 – May 2021

Contract Assignment: Perform User Account Migrations for Large Company

Working Remotely Migrating Users Assigned to Work from Home

Enrolling User Laptops in Microsoft Intune Autopilot Configuration and Deployments TAYLOR DESIGN, Irvine, CA

Desktop Support Technician Sep. 2020 – Feb. 2021

Provided comprehensive training and facilitated the deployment of laptops to employees transitioning to remote work environments, ensuring seamless technical setup and minimal downtime.

Delivered specialized technical support to architectural engineers, addressing complex software and hardware needs unique to their profession, including CAD tools and design applications.

Conducted new hire onboarding by setting up accounts, configuring laptops, and providing tailored guidance on company systems and tools.

Performed PC upgrades and maintained hardware for both in-office and remote users, ensuring optimal performance and compliance with company IT standards.

Acted as a primary technical support contact for remote users, resolving issues related to hardware, software, and connectivity to maintain productivity.

SAN DIEGO HOUSING COMMISSION, San Diego, CA

Technical Support Sep. 2019 – Sep. 2020

Provides day-to-day technical support, training, consultations, and problem-solving to SDHC Staff.

Analyzes, recommends, installs, configure and evaluate systems and tools for SDHC Staff.

Troubleshoots, resolves or appropriately support for resolution moderately complex network issues.

Performed diagnosis of computer hardware; Provides escalated, broad technical support. Coordinates plans and implements hardware and software upgrades.

Utilized professional business & technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications. INSIGHT GLOBAL, San Diego, CA

IT Support Analyst Feb. 2019 – July 2019

Provides day-to-day technical support, training, consultations, and problem-solving to UCSD Staff.

Analyzes, recommends, installs, configure and evaluate systems and tools for UCSD Staff.

Troubleshoots, resolves or appropriately support for resolution moderately complex network issues.

Performed diagnosis of computer hardware; Provides escalated, broad technical support. Coordinates plans and implements hardware and software upgrades.

MICROSOFT STORE, San Diego, CA

Services Advisor May 2018 – Dec. 2018

Assisting Microsoft customers in Answer Desk setting

Provided customers solutions and experiences

Diagnose and resolve various technical issues, amongst many varying devices

Performed sales and related transactions on Point of Sales system

Received training on Microsoft solutions and business technologies GENERAL ATOMICS, San Diego, CA

MAC and PC Support Technician Dec. 2013 – Jan. 2018

Install, repair, and perform preventive maintenance of PC, Macintosh and peripheral devices in support of 800+ users. Follow up on assigned trouble tickets to resolve user issues.

Participated in a large scale Windows XP to Windows 7 migration project on over 1,000 systems.

Supports and troubleshoots mobile, software, hardware, web based plugins, corporate network connectivity, updates and installations to ensure minimal service interruptions.

Set up and test systems, peripherals, and software including operating systems.

Provide user support regarding general hardware and software systems.

Identify any reported network issues and perform routine diagnosis on failed equipment and software. Schedule and coordinate repairs with outside vendors as needed. GENESIS HEALTHCARE PARTNERS, La Jolla, CA

Technical Support / Help Desk - Level I May 2011 – Nov. 2013

Afforded first level IT support in a Citrix/Windows environment for over 50+ local and remote Medical staff via phone, email, or face-to-face interactions.

Utilized Spiceworks ticket management software to create, monitor and resolve IT issues.

Accountable for inventory of new equipment and equipment disposal.

Supported mobile device users and assessment of corporate resources including downloaded and managed Allscripts Remote application.

Set up, updated and deployed AltiGen VOIP phones. Installed, configured, updated and removed software and hardware as needed. Deployed new systems and printers on network.

Collaborate with Dell and Lenovo technical support teams for the resolution of hardware and software issues. Performed troubleshooting of audio/visual equipment and fax machines.

Managed, quarantined and removed malware and virus infections. Recommended installation of security and performance analysis applications and memory upgrades. SAN DIEGO COUNTY CREDIT UNION, San Diego, CA

Help Desk / Technical Support June 2009 – April 2011

Provided 1st level IT support via phone, email or in person in a Novell / Windows environment for over 100 local staff and 100 remote staff utilizing expertise of Macintosh and PC software and hardware.

Contacted and scheduled hardware maintenance with outside vendors and coordinated the purchase of parts needed for repair.

Logged incoming help-desk inquiries while managing 2 VOIP phones for increased efficiency and timely technical support during high call volumes.

Created the 'Top 10 Helpdesk Tips' which addressed ten common IT related issues with illustrations and walk- through text. Decreased helpdesk calls when used as a reference.

Coordinated vendor visits with SDCCU branches for IT related issues.

Assembled and maintained AV media equipment for Webinars/WebEx meetings.

Updated and maintained IT related inventory documentation including RMA inventorying, shipping and receiving, and infected PC logs to identify and reconcile virus/malware trends.

Imaged, scanned, cleaned and backed up PCs. Utilized VNC remote access to troubleshoot PCs. Supplied Avaya VOIP and Blackberry support and unlocked users in Active Directory.

Managed vendor contacts for IT supported devices. Tracked staff laptop and wireless card usage and provided basic Citrix access support.

IBM, San Diego, CA

S.S.R. Technician / Field Service Technician June 2005 – May 2009

Responded to trouble tickets via company issued Blackberry device to resolve onsite and remote hardware, software, networking and system operational issues. Notable Projects at client sites:

Involved in a company wide Windows XP upgrade. Migrated Windows 2000 to Windows XP for a Nokia facility. Performed system backup, wiping, re-imaged and restoration of user data on over 1,000 plus PCs. Offered first level support to 10 Toyota Financial SD personnel in an office environment. Visited retail establishments including Gap, Old Navy, Banana Republic, Kohl’s and Best Buy to setup, configure, maintain and dismantle POS register systems seasonally. Established and upgraded Back-Office IBM eServer for Washington Mutual Bank. Installed dual video cards and installed networked time clocks for Morgan Stanley and Merrill Lynch brokers. Facilitated office relocation and set up and completed PC wipes. Fitted Blockbuster and Best Buy with Debit Card/Signature Pad devices connecting POS registers via crossover cables. Networked and connected all POS servers to the back office. EDUCATION

CompTIA – DataSys+ Certification, 2024

W3 Schools – Intro to Cyber Security, 2023

W3 Schools – SQL Developer Certificate, 2023

CompTIA – A+ Certification, 2020

CompTIA – IT Healthcare Certification, 2013

ITT TECHNICAL INSTITUTE, San Diego, CA – B.S. Information Systems Security, 2007 AREAS OF EXPERTISE

Microsoft Office: 2016/O365 (Word, Excel, PowerPoint, Outlook, OneDrive, OneNote), Operating Systems: Windows 7/10, Mac OS X, Android OS, Apple iOS Web Based Interfaces: Citrix, GoToMeeting, WebEx, SharePoint Phone Support: VOIP Configurations, AltiGen, Avaya, Ring Central Remote Desktop Support: Team Viewer, RDP, Bomgar, Ninja, MS Teams Ticketing Systems: ServiceNow, Remedy, Spiceworks, Altiris, Customer Service: Configure Hardware/Software, IT Support via phone/email/chat

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