Micah S Payton

Summary

Technology-inclined professional experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems and efficient in policies and planning.

Overview

9

years of professional experience

4

years of post-secondary education

1

Certificate

Work History

Health Care Business Analyst

Department Of Human Services

Kapolei, HI

12.2022 - Current

Contribution in active projects
Contribution to project planning for roughly 270 users.
Provide coordination, planning, and implementation of new and emerging technologies and new and improved information systems to meet business requirements of our customer organizations.
Prepare required inputs to budgeting and investment planning processes.
Identify existing functional requirements and develops specific recommendations for systems improvement/automation.
Coordinate and recommend software and equipment requirements/specifications as required for system/program applications, development, or enhancements.
Provide technical and help desk support to Med-QUEST division organization.
Work from virtual server systems such as application, database and web servers.
Office 365, Web content and User Support
Assist with technical evaluation and assessment of technology issues and marketplace products.

Security Escort

Dawson

‘Aiea, HI

03.2021 - 11.2021

Responsible for escorting 40+ non-cleared personnel,
construction/maintenance crews, and contractors performing
work in secure areas at PACOM
Secures worksite upon completion of work by ensuring that all
uncleared personnel have exited.

AESD Quality Assurance Manager (Promoted)

Unisys Federal Systems

Honolulu, HI

04.2018 - 11.2020

Provided Quality Assurance Information for team of 32 agents, and 10 managers
Serviced over 1 million+ soldiers and DA civilians on Hawaiian Islands and assisting with mainland missions
Monitored staff organization and suggested improvements to daily functionality.
Implemented new quality assurance and customer service standards.
Reported production malfunctions to managers and production supervisors.
Inspected products and worker progress throughout production.
Review tickets ensuring quality standards are met.
Complete reports to management related to agent trends, quality trends, and ticket trends.
Submit weekly reports to client Analysis and reporting of incident trend data to identify and eliminate root causes.
Define, develop, and consult with team reporting, metrics, and analysis of deliverables as required; manage regularly scheduled closer and trend reports and analysis.
Conduct formal evaluations of operations staff and report findings to Operations Manager.
Plan for and establish organizational Continuous Improvement Process.
Proven analytical and trend analysis skills.
Excellent oral and written communication skills.
Providing structured initial and refresher training for incoming and existing agents.

AESD Service Desk Agent- Level 1&2

Unisys Federal Systems

Honolulu, HI

01.2018 - 04.2018

Serviced over 1 million+ soldiers and DA civilians on Hawaiian Islands and throughout states
Promoted within 9 months of first year due to optimal performance
Conducted customer support for Army's entire pacific OCONUS theater – (Hawaii, Guam, Alaska, Japan, Korea).
Providing support to end-users for operation, restoration, and configuration of information systems.
Supervise Level 1 Technicians and assist with escalated IT incidents/requests.
Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Collaborated with internal partners to effectively resolve user Network or Software issues.

Training and Operation Assistant

United States Army

Wahiawa, HI

02.2017 - 01.2018

Processed Operations planning for roughly 200 military and DA Civilian personnel
Coordinating daily functions of facility management and training.
Coordinating multiple training, and fundraising events for
Setting up meetings and special events, updating/creating slide show presentations, and maintaining calendars through PowerPoint.
Assisted operations manager with planning of routine operations and special projects.
Managed and maintained file system covering expenses, reports, and support documentation.
Assisted with facility scheduling and customer service.

Information Technology Specialist

United States Army

Wahiawa, HI

07.2014 - 02.2017

Fulfilled position of Information Technology Specialist for Army strategic company and ensuring compliance with Information Assurance Vulnerability Alerts (IAVAs); Perform vulnerability testing, risk analyses and security assessments as well as provide Cyber Security-related assistance to USARPAC, 8th TSC, 25th ID, 30th, and additional unit Information Management Officers (IMOs) across Hawaii.
Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Facilitated best user experience through continuous support and communication of system changes
Administer, develop, deliver, and support IT systems and services to provide secure and reliable operations.
Perform IT system administration (Windows), including performance tuning, system availability, capacity planning, provisioning, and security.
Deploy, configure, and maintain full capabilities of Host Based Security System (HBSS) products to all enterprise-wide managed systems, including McAfee Agent (MA), HIPS, and VirusScan (VSE) for McAfeeHost Based Security System (HBSS).
Perform IT system administration (Windows), including performance tuning, system availability, capacity planning, provisioning, and security.
Administer systems/environment solutions for multiple projects and services.
Provide configuration management, application implementation, server upgrades, software and operating system patches, antivirus updates, and data backup/restoration for client systems.
Plan for current and future technology integration and ensure compatibility and standardization based on current and projected customer needs.
Set up, administer, and service accounts across multiple networks and client environments.
Provide service to end-users for operation, restoration, and configuration of information systems.
Troubleshoot system and software problems
Establish and update procedures and documentation
Ensure rigorous application of information security and assurance policies in delivery of services.
Participate in special projects as required.
Performed cross-platform audits of Active Directory (AD) objects and user permissions.
Developed organizational units in Active Directory (AD) and managed user security with group policies.
Ensured standardization, compliance and enforcement of Army policies and daily operating procedures
Implement ACAS installation and configuration IAW Army TTPs/SOPs
Manage and maintain ACAS user management IAW Army TTPs/SOPs
Manage and maintain scan management IAW Army TTPs/SOPs
Manage plugins for security centers and make them available for subordinate units
Development of reports that will support environmental compliance and implementation status
Maintain ACAS data feed for 1 million+ users
Responsible for assisting SC Administrators with applying patches, ACAS updates, STIGS, and plugins.

Education

Bachelor of Science - Management

Wayland Baptist University, Kapolei, HI

02.2020 - 12.2023

Professional development completed in 2022

MBA - Management Information Systems

Wayland Baptist University, Kapolei, HI

01.2023 - Current

Skills

Application support

Technical documents comprehension

Desktop support

Staff education and training

Teamwork and Collaboration

Excellent Communication

Interpersonal Communication

Planning and Coordination

Customer service expert

Accomplishments

Achieved quality improvement by creating an employee evaluation and customer feedback survey

Additional Information

Top Secret

Certification

ITIL (Information Technology Infrastructure Library)

Work Availability

monday

tuesday

wednesday

thursday

friday

saturday

sunday

morning

afternoon

evening

swipe to browse

Timeline

Wayland Baptist University - MBA, Management Information Systems

01.2023 - Current

Health Care Business Analyst - Department Of Human Services

12.2022 - Current

Security Escort - Dawson

03.2021 - 11.2021

Wayland Baptist University - Bachelor of Science, Management