Micah Franks
Angleton,TX
Summary
Successful Computer Technician qualified to upgrade networks, software and hardware. Enthusiastic professional with background initiating malware protection and promoting cybersecurity policies. Exceptional skills in Windows and Mac OS applications. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.
Overview
2
2
Certifications
6
6
years of post-secondary education
8
8
years of professional experience
Work History
Computer Technician II
Angleton ISD
Angleton, TX
08.2019 - 06.2021
- Communicate with users via phone and service desk ticketing system to analyze, configure, or troubleshoot hardware and software.
- Troubleshooting issues through the Wonderdesk ticketing system.
- Set up equipment for employee use, ensuring proper installation of all hardware and required software.
- Experience with Altiris Express deployment console server.
- Experience with server maintenance.
- DHCP.
- Active Directory.
- Experience with managing MDFs and IDFs.
- Provided Remote Desktop Support to clients.
- Support technical problems within the district.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
IT Support Specialist
Columbia-Brazoria ISD
Columbia, TX
06.2018 - 08.2019
- Assist with technical problems district-wide.
- Used QUEST imaging software to image and deploy laptops, desktop systems, and accessories to end-users.
- Set up equipment for employee use, ensuring proper installation of all hardware and required software.
- KACE ticketing system
- Communicate with users via phone and service desk ticketing system to analyze, configure, or troubleshoot hardware and software.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Devised solutions to operations issues related to Windows and Mitel phone system, working closely via phone, email, live chat and web teleconference.
- Configured hardware, devices and software to set up work stations for employees.
Technical Support Engineer
Houston ISD
Houston, TX
05.2017 - 06.2018
- Problem solve issues from NOC, vendors, and teachers.
- Develops, documents, and implements standard operating procedures and customer service guidelines.
- Provide timely resolution of problems or escalation on behalf of customer to appropriate personnel.
- Reports case status updates to management and end-users.
- Hurricane Harvey Relief.
- JSS Training.
- JAMF Mobile Device Management Solution (MDM).
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Configured hardware, devices and software to set up work stations for employees.
- Aligned office departments and increased inter-department communication and data sharing.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Built application platform foundation to support migration from client-server product lines to enterprise architectures and services.
- Patched software and installed new versions to eliminate security problems and protect data.
- Administered and prepared programs for IP addresses, developed network resources and trained support personnel to provide Tier I support to end users.
- Monitored servers and escalated emergency technical issues beyond scope to maintain optimum up-time.
Computer Support Representative
Booker T. Washington
Houston, TX
05.2015 - 06.2017
- Campus technician that problem solve issues from NOC, vendors, and teachers.
- Technology solutions, and Tipweb inventory facilitator.
- Train district staff with TipWeb, image testing, troubleshooting.
- Tracked issue resolution policies to maintain compliance with internal standards.
- Monitored hardware, software and peripheral performance against organizational expectations.
- Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients.
- Researched and resolved uncommon flagged system performance issues to expedite patching.
- Helped streamline repair processes and update procedures for support action consistency.
Geek Squad
Best Buy
Lake Jackson, TX
06.2014 - 05.2015
- Performing Root Cause Analysis.
- Provide in the moment support requests from business partners,.
- Depot, Recon, and Field Agents for Technical support via email and share point tools.
- Train district staff with TibWeb, image testing, troubleshooting.
- Actively participate in action planning, implementation, content development, and deployment.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Conferred with existing and potential customers to assess requirements and propose optimal solutions.
- Took detailed notes and kept records of program and performance progress, education initiatives and leadership.
- Improved client sales by automating system e-commerce feature.
IT Technician
City of Kingsville
Kingsville, TX
02.2014 - 08.2014
- Data entry.
- Assessment of categorization and prioritization.
- Installed Windows 7.
- Converted XP to Windows 7.
- Installed new laptops and desktops.
- Rerouted network cables.
- Installed Incode and Brazos software.
- Provided technical support to users to resolve basic, moderate and complex computer software and hardware issues.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Maintained and monitored server room, wireless network and other server infrastructure, keeping systems running effectively and efficiently.
Education
Bachelor of Business Administration - Computer Information Systems
Texas A&M University - Kingsville
Kingsville, TX 08.2007 - 05.2013
Skills
Microsoft Office, SharePoint, TipWeb, Adobe, FootprintsExcellent problem-solving abilitiesNetwork maintenanceAdmirable communication skills
Comptia A
Active DirectoryAdobeCommunication skillsHardwareClientsCustomerServiceData entryDellDesktopsDHCPEmailHTMLImagingInventoryLaptopsMac OSManagingMicrosoft OfficeWindows 7WindowsNetworkProblem-solvingQUESTDesktop SupportTechnical supportTechnicianTroubleshootingVirus and malware prevention
Network component installations
Operating system testing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Comptia A+ License - 2022
Quote
You miss 100% of the shots you never take.
Wayne Gretzky
Timeline
Dell Warrenty License
08-2019
Computer Technician II
Angleton ISD
08.2019 - 06.2021
Comptia A+ License - 2022
02-2019
IT Support Specialist
Columbia-Brazoria ISD
06.2018 - 08.2019
Technical Support Engineer
Houston ISD
05.2017 - 06.2018
Computer Support Representative
Booker T. Washington
05.2015 - 06.2017
Geek Squad
Best Buy
06.2014 - 05.2015
IT Technician
City of Kingsville
02.2014 - 08.2014
Bachelor of Business Administration - Computer Information Systems
Texas A&M University - Kingsville
08.2007 - 05.2013