IT Support Specialist with Security Focus
Resume:
Michael Tyler
Mantua, NJ *****
*********@*******.***
Authorized to work in the US for any employer
Work Experience
PC Consultant
Subaru of America - Camden, NJ
April 2021 to Present
Currently I am responsible for Providing support for local / remote computers and users in SOA HQ.
• Office 365 Support
• SCCM Support
• Active Directory Support
• Telecom System / Cisco IP Phones Support
• Managing ticket queue via ServiceNow
• Desk Side Support at the main HQ for Subaru Of America
• Laptop / Desktop repair/imaging/migration for End Users
• Answering calls via Cisco Finesse / Jabber tool for all remote users Cyber Security Analyst
Tomorrow's Office - Township of Monroe, NJ
October 2019 to June 2020
• Maintain Security Monitoring Tools to investigate suspicious activities
• Create SOP (standard of procedures) for my department to follow on a routine basis
• Specific tools used: Alienvault, Kaseya, Screen Connect, Liongard, Active Directory, IT Glue, Webroot Admin Console, Microsoft Office 365 tenant new user creating/mail box setup, Sophos Admin Console, Network Detective, Cisco Umbrella, and Connectwise ticketing system. system.
• Created and maintained a VM for a specific customer - replicating their companies Windows 10 image in case of laptop/server failure and could be pushed out via SCCM IT Support Specialist II
ENPRO Industries/GGBearings - Thorofare, NJ
March 2016 to August 2019
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks via ServiceNow ticketing system.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.
• Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
• Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
• Managed inventory and ordering process for parts inventory via SAP ERP system
• Reduced SLA violations by 60% and closed around 35-40 tickets per week
• All users were in a Windows 10 environment - previously using Windows 7 but then migrated.
• Involved in many projects with updating and setting up new IT infrastructure (desktops, laptops, printers, Network racks/switches/servers)
IT Support Specialist
Comcast, A2C Staffing - Philadelphia, PA
May 2015 to September 2015
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks as well as using Managed Engine ticketing system.
• Provided technical support for imaging devices and transferring personal user data Desktop Support Technician
SAP America - Newtown Square, PA
December 2013 to April 2015
• Member of SAP's "Internal Mobile Solutions Center"
• Delivered technical support for; Lenovo, HP, MAC BOOKS, iPhone and Android devices.
• Confidently delivered customer facing support to SAP C-Level employees
• Quickly adapted to SAP internal case ticketing system Education
Bachelor's degree in Computer Forensics Management Strayer University - Cherry Hill, NJ
2021
Associate degree in Computer Science
Strayer University - Cherry Hill, NJ
2016
Skills
• Possess strong written and oral communication skills
• Ability to deal with multiple concurrent support issues and projects
• Acquires and uses technical and professional knowledge, skills and judgment to accomplish results and serve customers effectively
• CompTIA A+ Certification
• CompTIA Network+ Certification
• Alienvault Certification of Completion
• Hospital experience
• Information Security
• Cybersecurity
• Active Directory
• Microsoft Windows
• Software troubleshooting
• Help desk
• Customer service
• ConnectWise
• Technical support
• Remote access software
• Typing
• Microsoft Office
• VPN
• SharePoint
• DNS
• LAN
• SCCM
• TCP/IP
• Operating Systems
• VMWare
• DHCP
• VoIP
• Citrix
• Microsoft Exchange
• System administration
• ServiceNow
• IT support
Assessments
Customer focus & orientation — Proficient
September 2020
Responding to customer situations with sensitivity Full results: Proficient
Analyzing data — Completed
March 2021
Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data Full results: Completed
Technical support: Customer situations — Completed September 2020
Responding to technical support situations with sensitivity Full results: Completed
Work style: Reliability — Highly Proficient
September 2020
Tendency to be dependable and come to work
Full results: Highly Proficient
Work style: Conscientiousness — Familiar
August 2019
Measures a candidate's tendency to be rule-abiding, well-organized, hard-working, confident, and think before acting.
Full results: Familiar
Basic computer skills — Highly Proficient
September 2020
Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.
Full results: Highly Proficient
Mechanical skills: Monitoring — Proficient
September 2020
Understanding of machine dials, gauges, displays, and data charts Full results: Proficient
Technical support — Highly Proficient
November 2020
Performing software, hardware, and network operations Full results: Highly Proficient
Project timeline management — Completed
November 2020
Prioritizing and allocating time to effectively achieve project deliverables Full results: Completed
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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