Michael (Blake) Simmons
Santa Fe
Summary
Experienced IT Specialist with a Focus on Technical Support and Problem Solving
I am a dedicated and results-driven IT professional with hands-on experience as a Tier 2 tech in a fast-paced casino environment. Skilled in troubleshooting, technical support, and issue resolution, I bring strong problem-solving abilities, attention to detail, and effective communication to each task. My background includes providing high-level support, handling complex technical issues, and ensuring seamless operations. I am eager to leverage my expertise in IT to drive efficiency and success in my next role within the technology industry.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Tier 2 Technician
Santa Clara Development Corporation
11.2023 - Current
- Provided high-quality IT support by prioritizing and resolving tickets efficiently to meet department SLAs and ensure user satisfaction.
- Assisted in the development and maintenance of support procedures, enhancing consistency in issue resolution and optimizing the department’s service quality.
- Created and updated technical documentation for production systems and projects to support team knowledge and operational efficiency.
- Conducted daily monitoring of systems and applications to ensure system integrity, availability, and performance; reviewed logs and performed preventive checks.
- Installed, configured, and maintained workstation environments, including hardware, peripherals, security settings, and user profiles, in alignment with IT policies and compliance standards.
- Managed patching and security updates for systems and applications to uphold security protocols and minimize vulnerabilities.
- Provided backup support for IT team members by handling support calls, emails, and walk-ins, ensuring uninterrupted support during high-demand periods.
- Participated in an on-call rotation to address critical issues after hours, supporting 24/7/365 operations and maintaining system uptime.
- Collaborated with team members on troubleshooting and incident management to promptly resolve high-priority issues and minimize downtime.
Asst. Produce Manager
Natural Grocers
02.2022 - 10.2023
- Assisted the Produce Manager in day-to-day operations of the produce department including:
- Supervised and trained produce staff on proper stocking techniques, customer service, and food safety and sanitation guidelines
- Worked with vendors to ensure the timely delivery of fresh produce
- Monitored inventory levels and ordered supplies to maintain optimal stock levels
- Handled customer inquiries and complaints in a timely and professional manner
- Developed and implemented promotional activities to increase sales and customer satisfaction
- Developed and maintained relationships with suppliers and customers
- Monitored pricing to ensure competitive pricing and implementation of changes when needed
Cashier
Food Lion
05.2019 - 09.2021
- Processed customer transactions and provided excellent service
- Handled cash, credit, and digital payments with precision
- Assisted customers with inquiries and resolved issues professionally
- Maintained a well-organized and clean checkout area
- Collaborated with team members to ensure smooth daily operations
- Adapted to changing procedures and technologies
- Met time-sensitive demands in a fast-paced environment
- Demonstrated attention to detail and accuracy in cash handling
- Managed multiple tasks simultaneously
- Maintained a courteous and patient demeanor with customers
Education
High School Diploma -
Lee High School
Staunton, VirginiaCertificate of Completion - Computer Integrated Manufacturing
Valley Career and Technical Center
Staunton, VirginiaSkills
- Technical Troubleshooting and Support
- Problem Solving and Critical Thinking
- Communication and Collaboration
- Incident Management and Escalation
- IT Documentation and Reporting
- Customer Service and User Support
- Organization and Planning
- Data Analysis and Interpretation
- MS Office Suite (Excel, Outlook, Word)
- Google Workspace (Docs, Sheets, Slides)
Certification
ITIL v4 Fundamentals PeopleCert
In earning my ITIL v4 certification, I gained a comprehensive understanding of IT service management best practices, focusing on delivering value-driven and efficient IT services. The certification enhanced my ability to manage incidents, optimize workflows, and align IT services with business needs. I developed skills in service strategy, continual improvement, and effective incident resolution, all of which strengthen my ability to support IT operations and ensure high-quality service delivery.
Technical Support Fundamentals Coursera https://www.coursera.org/account/accomplishments/verify/5EL5KGFSU4GZ
In Technical Support Fundamentals, I refined my troubleshooting skills and developed a keen ability to identify and resolve technical issues efficiently. The course emphasized the importance of strong customer service, equipping me with effective communication skills to provide support to end-users.
The Bits and Bytes of Computer Networking Coursera https://www.coursera.org/account/accomplishments/verify/QNBPSLR4U9N3
The Bits and Bytes of Computer Networking provided me with a solid understanding of computer networking principles and protocols. I gained hands-on experience in configuring and maintaining computer networks, along with the skills to troubleshoot common networking issues.
Operating Systems and You: Becoming a Power User Coursera https://www.coursera.org/account/accomplishments/verify/5VY63YU678GS
Operating Systems and You: Becoming a Power User deepened my knowledge of operating systems and their functionalities. I acquired advanced techniques for optimizing and customizing operating systems, as well as skills for system maintenance and security.
System Administration and IT Infrastructure Services Coursera https://www.coursera.org/account/accomplishments/verify/HLPHNGAFX2PH
System Administration and IT Infrastructure Services equipped me with expertise in performing essential system administration tasks for efficient IT management. I learned to implement and manage critical IT infrastructure services, fostering problem-solving skills to address complex challenges within organizations.
IT Security: Defense against the Digital Dark Arts Coursera
https://www.coursera.org/account/accomplishments/certificate/L2BKK3ELKRJY
In IT Security: Defense against the Digital Dark Arts, I gained a strong foundation in cybersecurity concepts and practices. The course covered defense strategies against common cyber threats and attacks, as well as risk management practices to enhance security in IT environments.
Timeline
IT Tier 2 Technician
Santa Clara Development Corporation
11.2023 - Current
Asst. Produce Manager
Natural Grocers
02.2022 - 10.2023
Cashier
Food Lion
05.2019 - 09.2021
High School Diploma -
Lee High School
Certificate of Completion - Computer Integrated Manufacturing
Valley Career and Technical Center
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