Micah Mitchell
Pompano Beach,FL
Summary
Skilled Help Desk Technician proficient in supporting hardware and software issues for desktop and server computer systems. Specializing in troubleshooting networking and Microsoft products.
Overview
10
10
years of professional experience
Work History
IT Specialist
Early Learning Coalition Of Broward County
Ft. Lauderdale, FL
07.2014 - 02.2020
- Removed and replaced malfunctioning components to correct hardware problems.
- Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
- Configured hardware, devices and software to set up work stations for employees.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Provided support for 132 users.
Provider Services Specialist
Early Learning Coalition of Broward County
Ft. Lauderdale, FL
12.2012 - 04.2013
- Support for implementation of theOffice of Early Learning provider portal.
- Data systems utilized for Coalition client and program services.
- School Readiness, Voluntary Prekindergarten Children's Service Counsel Scholarship, and Early Head Start programs.
- Support for desktop applications and hardware for staff.
- Administration of Active Directory for Windows Small Business Server 2012 and Windows Server 2008.
Support Technician/Sales Consultant
Saveology/My Tech Help
Margate, FL
08.2012 - 09.2012
- Call center Tech Support for various consumer electronics.
- Utilization of remote connection software to remotely connect to customers to resolve issues.
- Specialized in issues with Apple products.
Installation Technician
Blue Wave Communications
Doral, FL
04.2011 - 10.2011
- Installed Category 5 and fiber cabling for client network infrastructure.
- Often left alone to start cabling jobs with blueprints and acquired knowledge of Cabling standards.
Local Area Network Technician
S.A.I.C. Inc
McLean, VA
08.2010 - 04.2011
- Assisted Network Administrators with installation and configuration of cisco switches, router, and servers in a network operations center in various Library of Congress buildings to maintain and safeguard digital collections of historical data.
Education
Bachelor of Applied Science in Information Systems - Computer And Information Systems
Strayer University
Washington, DC06.2021
Skills
- Technical issue analysis
- Application support
- Application installations
- Troubleshooting and diagnostics
- Technical documents comprehension
- Mac systems
- Software diagnosis
- TCP/IP
- Administrative support
- Technical support
- Time management
Timeline
IT Specialist
Early Learning Coalition Of Broward County
07.2014 - 02.2020
Provider Services Specialist
Early Learning Coalition of Broward County
12.2012 - 04.2013
Support Technician/Sales Consultant
Saveology/My Tech Help
08.2012 - 09.2012
Installation Technician
Blue Wave Communications
04.2011 - 10.2011
Local Area Network Technician
S.A.I.C. Inc
08.2010 - 04.2011
Bachelor of Applied Science in Information Systems - Computer And Information Systems
Strayer University
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