Help Desk Technical Support
Resume:
Michael Bullock
Help Desk Agent Tier II -- El Camino Hospital
Fremont, CA 94536
***********@*****.***
Professional Summary
Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills
within a Technical Support role. Work well independently, or in a group setting providing all facets of computer support
such as troubleshooting, installations, and maintenance. Customer-oriented problem solver with an ability to adapt to
new situations. Able to negotiate and problem solve quickly, accurately and efficiently. Strong verbal, listening and written
skills. Provide genuine commitment to quality and customer satisfaction.
• Setting goals to meet the mission statement and objective of organizational goals
• Maintaining, analyzing, troubleshooting, and repairing computer systems, hardware and computer peripherals
• Troubleshooting, installing and resolving software issues
• Configuring and deploying new computers
• Using control tools to troubleshoot and resolve issues for remote users
• Understand networks and able to troubleshoot PC network access issues
• Troubleshooting Android, BlackBerry, Windows and Apple iOS device app and issues
• Assisting end users with Telepresence (Video Conferencing) with setup and use
• Using and monitoring work ticket queues
• Customer Management: Determining and recommending products and services which best fit the customers' needs;
handled escalated calls, complaints, questions, and queries Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Help Desk Agent
El Camino Hospital-Mountain View, CA
October 2019 to February 2025
• Provides telephone based assistance to users at El Camino Hospital.
• Provide password support in a single-sign-on environment.
• Able to update users' AD accounts as required to modify information such as name, phone and location as well as specific team-based logistics.
• Submits trouble tickets to any respective department needing to have an issue resolved/addressed.
• Familiar with EPIC billing system and have access to modify users' EPIC profile and access levels.
• Assists the Printer Support team with troubleshooting Ricoh printer issues and familiar with toner replacement process for a number of different machines. Tier III Technical Support
Milestone Technology-San Jose, CA
October 2018 to April 2019
Received inbound calls from users seeking Tier III technical support with their mobile devices on the Android
platform.
• Handled issues via inbound phone calls as well as email and Google Hangouts.
• Resolved mobile device connection issues and application functionality issues.
• Able to handle all incoming issues until issue resolved. Customer Service Representative
Conduent-Albuquerque, NM
January 2018 to June 2018
Received inbound calls from New Mexico residents, along with previous and future state residents in regards to their
current, previous or future state benefits.
• Would address their issues and concerns in regards to their current benefits, such as detailing what information is
required for their qualifying or recertifying for these benefits.
• Based off of the nature of their questions or concerns I would transfer the callers to a specific department or caseworker for further support with their specific concern. Contractor, Belcan Group
Sandia National Labs-Albuquerque, NM
March 2017 to June 2017
IS-2 Analyst,
Macintosh Support
• Received inbound calls from Sandia National Labs staff members concerning issues with passwords, email access,
software and OS installs and upgrades, along with completing and updating trouble tickets to be routed to other
departments at SNL.
• Handled tickets via inbound phone calls as well as emails through the respective COG I was assigned to, which was the Macintosh queue.
• Provided OS support for Macintosh issues related to software and OS updates along with the updating of the respective software for these machines with the new OS, such as the Entrust encryption software.
• Break/fix with desktop/ laptop issues.
• Routed tickets to the appropriate departments when the issue was something I was unable to support, such as a Linuxbased OS issue.
IS Analyst
Genesis Healthcare-Albuquerque, NM
March 2015 to January 2017
Received in-bound calls from staff members concerning issues with username/passwords and logging into the Genesis
system.
• Assisted with the daily functions of the staff's computers in regards to function and compatibility, such as configuring,
viewing and printing of private patient medical records and billing information.
• Processed and completed trouble tickets, and escalated to specific departments when necessary for issue resolution.
• Handled customer issues via inbound phone calls as well as email and face-to-face interactions gathering information
for troubleshooting purposes and issue resolution.
• Windows 10 was the dominant OS used by the facilities and staff members. Team Lead Win7 Migration Contract
Provisions Group-Albuquerque, NM
September 2014 to January 2015
Coordinated team's Win7 migration project assisting with the scheduling and placement of techs across the Lovelace
campuses in the Albuquerque, Rio Rancho and Santa Fe areas.
• Trained, mentored and coached team members on the OS migration process, provided hands-on support for any migration issues that occurred.
• Break/fix with desktop/ laptop issues.
• Successfully completed OS migration for over 5,000 individual pc units across the Lovelace campuses bringing the entire fleet of pc's within HIPPA compliance. Tier 3-Technical Support Specialist Mac Support
Verizon Wireless-Albuquerque, NM
March 2006 to June 2014
Expertise in Android, Blackberry, Apple OIS, Windows, Google and Synverse network operation protocols
• Guided staff and consumers through troubleshooting processes for voice, data, operating system service and billing
issues
• As part of Enterprise team, managed over $500 million in annual revenue
• Provided technical leadership within the Support department. Trained, mentored, and coached Tier 1 and Tier 2
Customer Support Representatives.
• Assisted Learning Teams to ensure technical information was relevant, accurate and communicated appropriately to the consumer.
• Documented and communicated operational issues, system defects, workarounds, hot fixes and product
enhancements in ticket systems.
• Tracked progress and work with other departments towards timely resolutions.
• General hardware break/fix to include diagnostics and troubleshooting to AV equipment.
• Troubleshooting and software issues to maintain business continuity of AV systems.
• Diagnose, and troubleshoot peripheral equipment and handhelds to AV equipment.
• Assisted quality assurance in developing test cases based on usability, as well as defect history. Customer Service Specialist
United Healthcare-Albuquerque, NM
September 2005 to March 2006
Addressed questions for the general public and healthcare providers regarding health insurance plans, coverage,
claims, eligibility and billing; resolved customer complaints.
• Interpreted state and federal laws and regulations. Loss Prevention Lead
Qwest Communications-Albuquerque, NM
January 2002 to November 2004
• Managed accounts that brought in excess of $15 million of revenue.
• Supervised, trained and coached members of the team on a daily basis.
• Drafted general reports on performance and targets of team members, ensuring, expected performance targets were
exceeded.
• Identified new ways to increase the opportunities of sales and service.
• Utilized multiple billing systems to assist customers throughout the U.S.
• Handled escalated calls, complaints, questions and queries.
• Facilitated cross-functional communication within staff to improve working environment. Customer Support Agent
Voice Stream Wireless-Albuquerque, NM
September 2001 to January 2002
• Provided sales and technical support regarding voice, data, and operating system service issues.
• Utilized multiple billing systems to assist customers throughout the U.S. Credit Manager
Wells Fargo Financial-Laughlin, NV
September 2000 to July 2001
Sold financial products, completed credit reviews, provided feedback on credit. Education
Master's Degree in Project Management
Colorado Technical University - Colorado Springs, CO March 2007
Master's Degree in Business Management
Colorado Technical University - Colorado Springs, CO September 2006
Bachelor's Degree in Public Relations
Eastern New Mexico University Portales
July 2000
Skills
• Active directory (5 years)
• Android (8 years)
• Blackberry (8 years)
• Cisco (Less than 1 year)
• Citrix (Less than 1 year)
• Clients (Less than 1 year)
• Dreamweaver (Less than 1 year)
• Exchange (Less than 1 year)
• Frontpage (Less than 1 year)
• Ghost (Less than 1 year)
• Kronos (Less than 1 year)
• Landesk (Less than 1 year)
• Lotus notes (Less than 1 year)
• Mac (8 years)
• Mac os (5 years)
• Master data management (Less than 1 year)
• Mdm (Less than 1 year)
• Microsoft exchange (5 years)
• Microsoft office (5 years)
• Microsoft sharepoint (Less than 1 year)
• Help Desk (5 years)
• IT support
• ServiceNow
• Mac OS (5 years)
Additional Information
Technical Skills:
Software/Systems: Active Directory, Adobe, AirWatch MDM, Blackberry Enterprise Server, Broadband Cards, Carbon
Copy, Cisco VPN, Citrix, DameWare, Dreamweaver, eService, Equitrac, FrontPage, Google apps, HotVT, LANDesk, LogMeIn, Lotus Notes, Lync, Lync Server, Mac OS X, Microsoft Exchange 2003 - 2016 (365), Microsoft Office 365 Suite, MobileIron, PC Anywhere, Photoshop, Practice Fusion, Remedy, SAP, SCCM, SharePoint, SMS, SolarWinds, Symantec Ghost, Thin Clients, Timberline, USMT, Video Conferencing, VNC, VSEE, Windows 2000 - 10, Wireless Certificates Hardware: Android devices, Apple devices, Blackberry, Brother, Cannon, Dell, Handheld Scanners, Hewlett
Packard, IBM, Kronos, Lenovo, Lexmark, Novatel, Palm, PCMIA cards, Ricoh, Samsung, Sierra Wireless, Stinger carts, Xerox, wireless cards
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