Entry-Level IT Support Specialist

Michael Coates

Farmington Hills, MI ***** 831-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Results-driven IT Support Specialist with 2+ years of experience delivering Tier 1 technical support across Windows environments and Microsoft 365 for 170+ end users, including remote staff. Proven success in device deployment, Active Directory support, and troubleshooting hardware, software, and network issues. Led organization-wide Windows migration and improved user satisfaction by 25% through process and technology enhancements. CompTIA A+ and Google IT Support certified with strong expertise in endpoint management, asset lifecycle, and service delivery. TECHNICAL SKILLS

• Operating Systems: Windows 10, Windows 11

• Directory Services: Active Directory, User & Group Management

• Cloud Platforms: Microsoft 365

• Hardware & Endpoint Support: Device Deployment, Imaging, Configuration, Break/Fix, PC Assembly, Dell & HP Enterprise Systems

• Networking: TCP/IP, VPN, Routers, Switches, Wireless Connectivity, Network Troubleshooting

• IT Service Management: N-able / N-Central, Ticket Management, SLA Management, Incident Resolution-, Documentation

• Core Competencies: Desktop Support, Remote Support, Root Cause Analysis, IT Asset Management, Vendor Management

PROFESSIONAL EXPERIENCE

Stillman Law Office

IT Support & Vendor Operations Michigan · Jan 2025 - Aug 2025

• Delivered Tier 1 IT support to 170 end users, including 60 remote employees, resolving Windows, hardware, and Microsoft 365 issues to maintain operational productivity.

• Managed vendor relationships and service delivery, improving support reliability and end-user satisfaction.

• Administered IT asset lifecycle, including procurement, deployment, tracking, and retirement, improving cost efficiency and resource utilization.

• Documented incidents and resolutions in N-able / N-Central, improving ticket accuracy, resolution speed, and team knowledge sharing.

IT Assistant Manager Michigan · Aug 2023 - Jan 2025

• Led organization-wide Windows 10 migration for 170 endpoints, including remote users, ensuring seamless deployment with minimal operational disruption.

• Supported Microsoft 365 and Active Directory by managing user accounts, permissions, and access issues, which restored user access promptly and reduced ticket resolution time

• Diagnosed and resolved hardware, software, and network connectivity issues on enterprise desktops and infrastructure using Windows Event Viewer, remote desktop, and Wireshark, which restored system availability and lowered average resolution time

• Performed device provisioning, configuration, monitoring and hardware deployment for on-boarding and refresh initiatives using N-able / N-Central MSP software Toolkit as the SCCM, which accelerated new-hire setup and reduced on-boarding time

• Conducted root cause analysis and implemented long-term fixes to reduce recurring incidents and improve service efficiency.

• Researched and implemented hardware and peripheral solutions, improving compatibility and increasing user satisfaction by 25%.

• - Coordinated infrastructure and hardware upgrades that streamlined operations, reduced system downtime, and supported organizational growth.

• Managed ticket queues and documentation in N-able / N-Central, consistently meeting SLA performance targets. Waymo (via Cognizant Technology Solutions)

Senior Analyst – Project Team Lead Remote · Oct 2022 - Nov 2023

• Led a team of 16 associates, improving workflow efficiency and accelerating project delivery timelines.

• Improved team performance by 30% through development of structured training and upskilling programs.

• Monitored SLA and KPI compliance, implementing corrective action plans to restore full compliance within two weeks.

• Conducted root cause analysis and performance tracking using Excel, improving onboarding efficiency and operational quality.

• Collaborated with clients and cross-functional global teams, establishing regular status meetings that improved communication and accelerated execution

Waymo (via Akorbi)

Senior Operations Associate Remote · Mar 2021 - Oct 2022

• Performed software triage and incident analysis for autonomous-vehicle systems using proprietary and log-analysis tools, identifying and resolving critical issues that reduced system downtime

• Conducted root cause investigations to improve system performance and reduce downtime.

• Trained and mentored new hires, improving team quality and operational performance.

• Monitored SLA metrics, produced regular reports, keeping operational quality standards met and maintaining full SLA compliance

Digital Storm

PC Assembler California · Oct 2020 - Mar 2021

• Assembled custom gaming and high-performance PCs to exact customer specifications, using component-selection tools and detailed build documentation, and verified system stability with Windows 10 stress tests

• Performed hardware installation, wiring, and configuration to ensure optimal performance.

• Improved product reliability through precision assembly and quality assurance practices. EDUCATION & CERTIFICATIONS

California State University Monterey Bay

Bachelor of Science, Computer Science and Information Technology Hartnell Community College

Associate of Science, Computer Science and Information Systems CERTIFICATION

• CompTIA A+: Expired – Renewal in Progress

• Google IT Support Professional Certificate

• Coursera online Specialization – CompTIA Network+ Certification (N10-009): The Total Guide

• CompTIA Network+ CertMaster Course Enrollment – Goal for Certification Oct 31, 2026

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