Technical Support & IT Operations Specialist

Troy Lavon Mickens

Charlotte, NC *****

***-***-***** ****.*******@*****.***

PROFESSIONAL SUMMARY

Dynamic technical support and operations professional with extensive experience delivering remote hardware and software support across fastpaced enterprise environments. Proven ability to troubleshoot complex issues, manage highvolume workloads, and provide exceptional customer service with empathy, clarity, and efficiency.

Background includes roles such as Operations Analyst/Business Relationship Support Specialist at Wells Fargo, IT Analyst II at 3M–Scott Fire & Safety, and Tier I Desktop Support Technician at Trust Bank. Highly proficient in Microsoft Outlook within Exchange environments, O365 administration and troubleshooting, Outlook migrations, and enduser management. Skilled in highvolume laser printer maintenance, ticket handling through ServiceNow and JIRA, and supporting AlertEnterprise Guardian/Lenel security platforms and Epic support.

Committed to continuous professional development, supported by a high school diploma and additional certifications from National Laser Institute, UNC Cyber Security Boot Camp, and CCNA coursework. Recognized as a call center professional with strong communication, conflict resolution, and objectionhandling abilities. A selfmotivated team player known for adaptability, organization, and a collaborative approach to solving problems and supporting business needs.

SKILLS

Active Directory administration

Cisco Certified Network Associate

Professional networking

Network connectivity management

VMware virtualization expertise

Virtual private network management

Imaging technology expertise

Certified in cybersecurity

Web-based software solutions

Proficient in MS Office 365

Data management

Email server migrations

CCTV monitoring

Printer troubleshooting

Document scanners

Customer-focused service

WORK HISTORY

Tier 1 End-User Support Technician contract with Lincoln Financial Group 9/2025-12/2025

The Tier 1 End-User Support Technician provides deskside and remote technical support for approximately 300 employees within the Charlotte office, resolving technical issues and service requests in accordance with established SLAs and ITIL best practices. This role supports both routine Tier 1 tasks and escalated issues requiring advanced troubleshooting.

Key Responsibilities

Deliver deskside and remote support through ServiceNow and SCCM, ensuring timely resolution of incidents and service requests.

Troubleshoot, repair, and configure Dell hardware including laptops, desktops, dual-monitor setups, mobile devices, and peripherals.

Utilize SCCM Remote and related remote-access tools to perform imaging, software deployments, system updates, and remote diagnostics.

Perform moves, adds, and changes (MACs), including workstation installations, equipment refreshes, and technology relocations.

Collaborate with infrastructure, network, and application teams to coordinate escalations, system changes, and hardware refresh activities.

Maintain accurate documentation in ServiceNow, including detailed incident notes, asset updates, and resolution steps.

Provide excellent customer service through clear communication, technical guidance, and consistent follow-up on all support requests.

Ensure all work aligns with organizational policies, ITIL standards, and service-level expectations.

SERVICE DESK ANALYST - BUSINESS EXECUTION CALL CENTER 11/2022 to 06/2025

Wells Fargo - Charlotte, NC

Experience working with Microsoft Outlook in an Exchange environment, performing setups, configuration, and troubleshooting. O365 Troubleshooting, Outlook, Migration.

Provides support for software, hardware and networking support for desktops, laptops and servers. Provides maintenance and support on legacy products.

Utilized Jira to log, track, and manage IT support tickets, ensuring timely resolution of hardware and software issues.

Serve as a subject matter expert escalated access issue.

Working with the PIAM Governance

Serve as a subject matter expert in badge access related processes/procedures and as the first level of support for Alert-Enterprise Guardian/Lenel end-users Serve as a primary contact for photo ID badge production.

Lead to develop and maintain all procedures, processes and guidelines related to non-employee access.

Participate in a variety of assigned and ongoing business operations to ensure success in meeting business goals and objectives.

Identify opportunities for process improvement by conducting root cause testing of all compliance and business metrics.

Determine areas of strength or Business Execution opportunity within defined scope of work

Review and research strategies and action plans to establish effective processes while meeting performance metrics and policy expectations.

Utilize independent judgment to guide moderate risk deliverables.

Present recommendations to develop, implement, and monitor strategic approaches, effectiveness of support function, and business performance improvement opportunities for managing risks of the business.

Delivered exceptional customer service by resolving inquiries and complaints efficiently.

Trained and mentored new team members on call handling procedures and systems.

IT ANALYST II 04/2022 to 08/2022

3M-Scott Fire & Safety - Monroe, NC

Managed approximately 30 incoming calls, emails and faxes per day from customers

Provides support for software, hardware and networking support for desktops, laptops and servers. Provides maintenance and support on legacy products.

Installs and maintains PCs and associated software, and peripherals. Perform installations, moves, adds and changes as required.

Provides follow-up on problems or escalation.

Maintains a high degree of professionalism in actions, demeanor and dress. Ensures customer satisfaction throughout the delivery service transaction.

Ensure client specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system.

TIER I DESKTOP SUPPORT TECHNICIAN 08/2021 to 02/2022

Trust Bank - Remote

Provided remote technical assistance to customers regarding various hardware and software applications.

My duties include troubleshooting and diagnosing different technical issues, assessing, and understanding user needs and issues and recommending technical fixes to customers with various tools.

Password resets via Active Directory.

SCCM Remote tools, MSRA, Mainframe password resets (Blue Zone) in a Linux environment and PowerShell.

VDI's resets via VMWare, Director, Identity Portal, Bit locker resets, secure ID resets.

Oracle Database Analyst, verifying accounts, create accounts etc.

VPN password resets via Cyber Ark, Mobile iron support, and rebuild Outlook profiles.

Experience working with Microsoft Outlook in an Exchange environment, performing setups, configuration, and troubleshooting. O365 Troubleshooting, Outlook, Migration.

LEAD TECHNOLOGY ENGINEER 10/2011 to 03/2021

Atrium Health Cabarrus - Concord, North Carolina

Responsible for all technical operations throughout the surgical suite, within 20 operating rooms.

Provide first-tier Desktop technical support Break/fix troubleshooting repair, installation, and configuration of PC's including HP desktops, laptops, IP-CCTV and printers.

Manage open tickets with the Service Now Ticketing system platform.

Problem-solving management to end-users on issues for computers with Windows 7 and 10 - OS operations, including installations, setup, replacements, re-imaging via Big Fix, Active Directory password resets and application use for entire Surgical Suite including Interview, PACU, Stage 2 and PREOP also, CVOR 1 and 2.

Responsible for the procurement, management, and disposition of all medical video/endoscopic equipment, rigid/flexible endoscopes, lasers, microscopes, robotic & ultrasound systems, and other specialized technology. Troubleshoot workstations and peripheral devices, Supporting Epic software for end user’s.

Provide detailed operational input by contributing to the design, planning and implementation of new and renovated surgical suite areas.

Manage several tasks and/or projects simultaneously with a comprehensive understanding of project management.

Manage, train, advise, review, and evaluate technical support personnel.

Forecast, acquire, implement, and manage new and/or revised equipment systems.

Created, trained and oversaw technical support over 100 plus team members.

Managed and maintained a $14M surgical equipment inventory.

Experience working with Microsoft Outlook in an Exchange environment, performing setups, configuration, and troubleshooting. O365 Troubleshooting, Outlook, Migration.

EDUCATION

Jeremy's IT Lab - Charlotte, NC CCNA Online course

Cisco Certified Network Associate, 04/2023

Routing protocols, including OSPFv2 for IPv4, OSPFv3 for IPv6, EIGRP for IPv4, and EIGRP for IPv6

VLANs, STP, and EtherChannel (static, PAGP, and LACP)

WAN technologies, such as PPP, MLPPP, PPPoE, and GRE

Device monitoring protocols, including SNMPv2 and SNMPv3

Device management using AAA (authentication, authorization, and accounting) with TACACS+ and RADIUS

AI (generative and predictive) and machine learning for network operations

Quality of Service (QoS), including marking, shaping, and prioritization of voice, video, and data

UNC Charlotte - Charlotte, NC UNC Cybersecurity Boot Camp

Cyber Security, 08/2020

Networking • Packet Analysis • Wireshark • Router and switch configuration Systems • Windows and Linux Administration Techniques • Windows and Linux Hardening • Web Technology Architecture and Security Cybersecurity • Secure network design and architecture • Risk Management • Cryptography • Vulnerability Assessment • Identity and Access Management Ethical Hacking and Penetration • Kali Linux • Metasploit • Hash cat • Burp Suite Cybersecurity Careers: • Digital forensics methods • Cyber Threat Intelligence • Penetration Testing • Vulnerability Assessment • Security Operations and Analytics Programming and Scripting • Python Programming • Bash Scripting

Service School Command, US Naval Training Center - Great Lakes, Illinois Gas Turbine Electronic Technician

01/1992

USN, Service School Command, Naval Training Center, Great Lakes, IL

USN, Gas Turbine System Electronic Technician 2nd Class Electronic Technician, (126 weeks)

Eastside High School - Paterson, New Jersey High School Diploma

06/1986

CERTIFICATIONS

Certified Medical Laser Technician, Cyber Security+ CE, CCNA

#HRJ#54d9d9ed-db42-46a8-900f-bb3552e74348#

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