Michael Mack
Baltimore,MD
Summary
Highly skilled Desktop Support Technician with comprehensive background in troubleshooting, system management, and customer service. Strong ability to diagnose technical issues and implement effective solutions, demonstrating solid knowledge of desktop hardware, software applications, and network systems. Notably contributed to improving system performance and user satisfaction in previous roles. Demonstrated communication skills with a consistent record of fostering positive relationships with users while effectively managing technical concerns.
Overview
8
8
years of professional experience
Work History
IT Desktop Support Technician II
Mercy Medical Center
Baltimore, MD
04.2019 - Current
- Navigated through platforms such as Citrix and IGEL to address connectivity concerns effectively.
- Delivered remote technical assistance to over 60 MMC users daily.
- Troubleshot local computer network to resolve issues for physician contractors and VIP super users.
- Applied security policies to regulate employee system permissions.
- Ensured all users, regardless of technical ability, comprehended the issue and its resolution.
- Guided new IT support technicians on proprietary software usage.
- Generated comprehensive updates for each task, summarizing troubleshooting efforts and solutions employed.
- Applied cybersecurity and privacy principles for each user to reduce our organization chances of falling victim to phishing attempts and protecting confidential health information
- Collaborated with IT operations to address and rectify system-related incidents.
- Notified users of system unavailability or updates to facilitate preparedness.
- Support development and implementation of new computer projects and new hardware installations
- Assist in developing long-term strategies and capacity planning for meeting future hardware and organizational hardware needs
- Conduct on-site analysis, diagnosis, and resolution for complex desktop issues facing end users.
- Configured, tested, and maintained hardware, software, peripherals, and network devices to ensure optimal functionality.
- Construct, install, and test customized configurations based on various platforms and operating systems
Guest Relations Sales Specialist
Under Armour FX Studios
Baltimore, MD
10.2017 - 02.2019
- Streamlined appointment management across salon, spa, and fitness departments to enhance efficiency.
- Achieved daily sales goals through dedicated efforts in promoting and selling diverse retail products.
- Served as a vital front line of communication for members, guest, Corporate partner's and VIP guest to ensure an exceptional customer service experience
- Addressed issues with a focus on ensuring customer satisfaction and compliance with policies.
- Ensured proper stocking of equipment and maintained inventory cycle counts for retail and wellness products.
- Conducted facility tours showcasing amenities, services, and promotions.
- Performed thorough checks of salon spa, fitness areas, and locker rooms to maintain cleanliness.
Concierge/ Front Desk Dispatcher
BTST Services, LLC.
Baltimore, MD
07.2017 - 01.2019
- Receives, screens, and takes appropriate action on all dispatch calls, requests for outpatient and inpatient support
- Determines nature and location of patients crisis, determines priority, and dispatches appropriate personnel necessary per established department policies and procedures
- Recorded appointment data in dispatch software and maintained accurate call details.
- Provides instructions and assistance for appointments and pickups.
- Tracked unit locations and ensured continuous awareness of their status.
- Coordinated engagements with internal teams, external partners, and visitors seamlessly.
Education
Bachelors - Business Management
Salem International University
Salem, WV03.2016
Skills
- Troubleshooting & diagnostics
- End-user account management
- Ticketing system oversight
- Help desk experience
- Technical documentation
- Mobile device support
- User account management
- Remote support
- System configuration
- Data backup and recovery
- Network connectivity
- Device configuration
- Performance testing
- Personnel monitoring
- Crisis management
- Public safety awareness
- Call control techniques
- Basic life support
- Data entry proficiency
- Verbal and written communication
- Critical thinking
Timeline
IT Desktop Support Technician II
Mercy Medical Center
04.2019 - Current
Guest Relations Sales Specialist
Under Armour FX Studios
10.2017 - 02.2019
Concierge/ Front Desk Dispatcher
BTST Services, LLC.
07.2017 - 01.2019
Bachelors - Business Management
Salem International University
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