IT Support Specialist with Military Discipline

Michael Dean Eichman

Manitou Springs, CO 719-***-**** *******.*.*******@*****.***

Remote Help Desk / IT Support CompTIA A+ (exp. May 2026) 120+ WPM SUMMARY

Remote-focused IT support specialist and U.S. Army veteran who resolves Windows/Linux endpoint issues, basic networking, and account/access problems for non-technical users. Comfortable supporting by phone/email and remote tools; prioritize clean triage, documentation, and follow-through. Experienced supporting customer- facing systems (CRM, access control, surveillance, payments) plus small-business/home-lab environments (VPN, VLAN, remote access, virtualization).

TECHNICAL SKILLS

Support: Troubleshooting • Remote support • Phone/email support • User communication • Ticketing systems • Documentation/KB • Remote tools: RDP/RDC • VNC • Microsoft Quick Assist • Account access issues • Escalation

Systems: Windows 10/11 • Linux (Ubuntu/Xubuntu) • Hardware swap/repair • Backups & basic recovery • Virtualization (VMware/QEMU) • Office apps (basic) Networking: TCP/IP • LAN/WAN basics • DHCP/DNS basics • VPN (L2TP) • Remote Desktop (RDP/RDC) • VLAN

(lab) • Wireshark basics

Security: Patch/MFA hygiene • Identify common threats • Endpoint hygiene • Physical security / surveillance systems

CERTIFICATIONS & TRAINING

CompTIA A+ (valid until May 2026)

CompTIA Network+ (in progress)

CompTIA Security+ (in progress)

ACI Learning – Computer User Support Specialist (CUSS) Program (anticipated completion: March 2026) PROFESSIONAL EXPERIENCE

StorQuest Self Storage (William Warren Group) — Assistant Manager Manitou Springs, CO Oct 2024 – Present

Administer customer accounts in CRM; resolve access/login and account issues by phone and in person while maintaining accurate records.

Troubleshoot access control, surveillance, and payment-processing systems; restore service and coordinate vendor/corporate support as needed.

Manage digital documentation for contracts, lien processes, and compliance records with attention to privacy and retention.

Support customers and staff with day-to-day technical problems; explain fixes clearly, document outcomes, and follow up to confirm resolution.

Prompted Solutions — IT Specialist (Self-Employed) Manitou Springs, CO May 2023 – Present

Provide remote-first support for home and small-business users via RDP/RDC, VNC, and Microsoft Quick Assist; diagnose Windows/Linux, application, and connectivity issues; document fixes and next steps.

Configure and support SOHO networking and secure remote access (L2TP VPN, DDNS, router configuration, SSH); improve reliability and security.

Perform backups, basic data recovery, and system restoration; guide clients on safe long-term storage and migration choices.

Create repeatable checklists/notes for future maintenance and faster resolution. Scout Security — Firewatch

Colorado Springs, CO Aug 2023 – Oct 2024

Used NFC/mobile verification and digital logging tools; maintained accurate, audit-ready incident documentation.

Monitored facility conditions and escalated issues using clear reporting and structured response procedures. ADDITIONAL EXPERIENCE

Personal Care Provider (Self-Employed) — 2018–2023

High-trust scheduling, documentation, and client communication in a medical-adjacent environment. Maintenance Technician (McDonald’s) — 2018–2019

Routine inspections, basic repairs, and safety-focused maintenance. Warehouse Production Operator (Stuppy’s) — 2017–2018

Followed specifications and quality checks while working with equipment and deadlines. Wave Planner (Under Armour) — 2014–2015

Coordinated workflows and order waves; accuracy and process discipline under time pressure. MILITARY SERVICE

United States Army — Team Leader (Sergeant, E-5)

Fort Carson, CO Jun 2008 – Jul 2012

Led and scheduled a team in a maintenance environment; tracked readiness and communicated status to leadership.

Performed inspections and preventative maintenance; documented work and enforced safety procedures.

Implemented corrective actions that contributed to over $750,000 in equipment cost savings. HOME LAB

Ubuntu Server on rack server; Windows 11 desktop; Linux workstation with VM lab (QEMU/VMware).

Tools: Wireshark, VMware, Active Directory (lab), Netstat.

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