Desktop Support Services
Resume:
Michael Cochran
Morristown, IN ***** 317-***-**** ************@*****.***
PROFESSIONAL
SUMMARY
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. SKILLS
• Customer Service
• Professional Demeanor
• Technical Troubleshooting
• Network Troubleshooting
• Hardware and Software Repair
• Incident Management
• Employee Computer Support
• Tracking and Documentation
WORK HISTORY SUPPORT CENTER TECHNICIAN 12/2024 to PRESENT NineStar Connect Greenfield, IN, United States
• Used ticketing systems to manage and process support actions and requests.
• Enhanced user satisfaction by providing timely and efficient support services.
• Researched and identified solutions to technical problems.
• Configured Calix Residential Gateways and ONTs per request for residential installation
• Provided user troubleshooting and support.
• Diagnosed and troubleshot network hardware, software and connectivity issues.
• Maintained accurate records of all Support Center interactions, facilitating data-driven improvements to support services.
• Identified and solved technical issues using variety of diagnostic tools and tactics.
LEVEL 2 ENGINEER, GENERALIST 05/2023 to 10/2023
VanAusdall & Farrar Indianapolis, United States
• Used ticketing systems to manage and process support actions and requests.
• Enhanced end-user satisfaction by providing timely and efficient desktop support services.
• Provided remote desktop support to satellite offices, ensuring consistent services across all locations.
• Researched and identified solutions to technical problems.
• Configured hardware, devices, and software to set up work stations for employees.
• Provided end-user troubleshooting and desktop support.
• Diagnosed and troubleshot hardware, software and network issues.
• Maintained accurate records of all Help Desk interactions, facilitating data- driven improvements to support services.
• Developed comprehensive knowledge base articles for end-users, reducing support call volume.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Created user accounts and assigned permissions.
• Identified and solved technical issues using variety of diagnostic tools and tactics.
• Installed, configured and maintained computer systems and network connections.
ENGINEERING SUPPORT 09/2019 to 04/2021
ClearObject Fishers IN, United States
• Client support for IBM CLM Pro and Enterprise Environments and Google Cloud Platform environments, including user management
• Provisioned Red Hat Linux SaaS servers using IBM Cloud, including online block storage and backup.
• Installed IBM Rational Tools and network monitoring software, LogicMonitor, on Red Hat Linux SaaS servers.
• Supported and maintained Red Hat and Windows servers via VMWare VSphere
• Researched and identified solutions to technical problems.
• Assisted with updating technical support best practices for use by team.
• Used ticketing systems to manage and process support actions and requests.
• Installed, modified, and repaired software to resolve technical issues.
• Created user accounts and assigned permissions.
• Provided on-call support for critical issues related to IBM Rational servers. IT OPERATIONS ANALYST 08/2016 to 09/2018
Stanley Black & Decker Fishers, United States
• Used ticketing systems to manage and process support actions and requests.
• Enhanced end-user satisfaction by providing timely and efficient desktop support services.
• Provided remote desktop support to satellite offices, ensuring consistent services across all locations.
• Researched and identified solutions to technical problems.
• Configured hardware, devices, and software to set up work stations for employees.
• Provided basic end-user troubleshooting and desktop support.
• Diagnosed and troubleshot hardware, software and network issues.
• Maintained accurate records of all Help Desk interactions, facilitating data- driven improvements to support services.
• Developed comprehensive knowledge base articles for end-users, reducing support call volume.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Created user accounts and assigned permissions.
• Identified and solved technical issues using variety of diagnostic tools and tactics.
• Installed, configured and maintained computer systems and network connections.
HELP DESK ADMINISTRATOR 10/2014 to 07/2016
Knauf Insulation Shelbyville IN, United States
• Used ticketing systems to manage and process support actions and requests.
• Enhanced end-user satisfaction by providing timely and efficient desktop support services.
• Provided remote desktop support to satellite offices, ensuring consistent services across all locations.
• Researched and identified solutions to technical problems.
• Configured hardware, devices, and software to set up work stations for employees.
• Provided basic end-user troubleshooting and desktop support.
• Diagnosed and troubleshot hardware, software and network issues.
• Maintained accurate records of all Help Desk interactions, facilitating data- driven improvements to support services.
• Developed comprehensive knowledge base articles for end-users, reducing support call volume.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Created user accounts and assigned permissions.
• Identified and solved technical issues using variety of diagnostic tools and tactics.
• Installed, configured and maintained computer systems and network connections.
TEAM LEADER 07/2012 to 10/2014
Bell Techlogix Indianapolis, United States
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Promoted high standards through personal example to help each member understand expected behaviors and standards.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
EDUCATION
No Degree Data Management Technology 11/2020
Western Governors University, Salt Lake City, UT
Associate of Applied Science Computer Information Systems 12/1999 Ivy Tech Community College of Indiana, Columbus, IN CERTIFICATIONS
• CompTIA A+ Certification (GFL) Dec. 2001
• CompTIA Network + Certification (GFL) July 2004
• Microsoft Certified Professional Sept. 2006
• CompTIA A+ Certification (CE) April 2016
• CompTIA Linux+ Certification Feb. 2018
• CompTIA Linux Network Professional - CLNP Feb. 2018
• CompTIA Systems Support Specialist - CSSS Feb. 2018
• Certificate, CIW Site Development Associate April 2018
• CompTIA Project+ Nov. 2018
• AXELOS ITIL v3 Foundation Certification May 2019
• CompTIA Cloud Essentials+ August 2020
. • CompTIA Cloud+ October 2020
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