Technical Support Engineer

Michael Morton

Address: *** * ****** **, ********, TX 76009, United States of America

Phone number: 214-***-****

Email address: ********@*****.***

Diversely Skilled Technical Analyst with 8 years solving problems for employers and customers. Personable and adaptable provider of technical expertise in language comprehensible to everyone from engineers to private users. Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication.

Work Experience:

Technical Support Engineer II

Cyware

07/2021 – 03/2025

• Resolved technical support tickets, which maintained customer satisfaction scores at 100% and ensured quick resolutions to user issues.

• Collaborated with the development team to identify and address recurring software bugs, helping to reduce future ticket volume and streamline the user experience.

• Developed and maintained comprehensive documentation for troubleshooting procedures, which made it easier for team members to assist customers effectively and reduced onboarding time for new hires.

Payroll Coordinator

EmployBridge

06/2021 – 07/2021

• Processed payroll for employees each pay period, ensuring 100% accuracy, which helped maintain employee satisfaction and trust in the payroll system. .

• Collaborated with HR and management to resolve payroll discrepancies, which improved communication and led to a reduction in payroll-related grievances from employees. Datacenter Technician

Tech Firefly

01/2021 – 04/2021

• Moved and installed shelves, power strips, rails, servers, switches and other equipment.

• Dressed and labeled cables for easy identification and traceability. Abuse Analyst

IBM

05/2017 – 06/2020

• Analyzed patterns of abusive behavior across various platforms, which led to the identification of new trends and helped the team proactively mitigate risks.

• Investigated and resolved abuse cases, ensuring swift action against violators and maintaining a safer user environment for millions.

Provision Support Technician

IBM

10/2015 – 05/2017

• Diagnosed and resolved hardware and software issues, which minimized downtime and ensured smooth daily operations across the department.

• Collaborated with cross-functional teams to implement system upgrades, helping improve overall system performance and enhancing user satisfaction.

• Developed and maintained detailed documentation for support processes, which streamlined onboarding for new technicians.

• Provided hands-on training sessions for team members, helping to boost their technical skills and confidence, which led to quicker resolution times for support tickets. Datacenter Technician

IBM

10/2013 – 10/2015

• Maintained hardware and software systems in the data center, which ensured 99.9% uptime and reliability for enterprise customers relying on our services.

• Troubleshot and resolved technical issues, helping to minimize downtime and improve overall system performance for clients.

• Trained new staff on data center protocols and best practices, helping to create a knowledgeable team ready to handle daily operations efficiently. Education:

High School Diploma

Mesquite High School

01/2001 – 05/2005

Skills:

Remote Support

Troubleshooting

Hardware Diagnostics

Remote Problem Resolution

Data Collection

Security Protocols

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