Michael Bakker
Colorado Springs,CO
Summary
Experienced Technical Support Specialist with a strong background in system administration, Azure, and Active Directory. Proficient in utilizing ticketing systems such as Cherwell, Service Now, and Remedy to effectively address user concerns and resolve technical issues. Skilled in providing support both remotely and on-site, demonstrating adaptability and a flexible schedule to meet the needs of the organization.
Overview
15
15
years of professional experience
Work History
Warehouse / Inventory Specialist
Amazon LLC
05.2024 - 01.2025
- The position involves selecting and packaging products for shipment based on customer orders, using technology such as smartphones and handheld devices to sort and prepare those orders
- Inspecting items for any damage, fulfilling customer requests promptly by reviewing specifications, and manage inventory efficiently
- Automated systems help with picking and packing, ensuring that products are accurately identified and priced, while also verifying that incoming shipments match the invoices
- Keeping everything organized, following safety protocols, and operating equipment like forklifts are crucial parts of the job
- Additional tasks include stocking merchandise, recording any defective items, and maintaining a tidy work environment
Technical Support Specialist
El Paso County / TekSystems
08.2023 - 11.2023
- Provided technical support to multiple government agencies including Department of Human Services, District Attorney’s office, Sheriff’s department, Parks and Recreation, Department of Transportation, Department of Revenue, Pikes Peak Workforce Center, and others connected to El Paso County
- Managed system administration for new employees including new computer setup, Cisco phone setup, training on new systems and software, and escalating tickets for various group access
- Set-up and maintained network printers to keep operations running smoothly
- Completed hardware and software upgrades as needed
- Used Service Now to create, address, and resolve user technical issues in a timely manner
Infrastructure Analyst
Headwater Co
05.2022 - 07.2023
- Managed Azure systems for onboarding new employees, SharePoint, and licensing, ensuring smooth integration
- Setup new hires up with required hardware, software, required trainings, and group access
- Identified and solved hardware and software problems while providing comprehensive technical support utilizing Service Now ticketing system
- Setup networks, computer systems, network printers, and landline services at new locations
- Converted new companies brought onboard to Headwater Companies to updated Dell Laptops, HP network printer systems, and Ring Central phone systems
- Ordered and maintained Verizon and AT&T iPhones
Windows 10 Migration Specialist
Evicore / Conexess
10.2021 - 04.2022
- Part of the Windows 7 to Windows 10 migration team converting laptop to laptop or thin client to laptop or desktop
- Remotely contacted every client for Evicore, waiting for direct interaction
- Once contacted, gathered information about current setup, software used, and hardware requirements like docking stations, number of monitors, and accessories
- Changed Exchange account password to work on new system while the client continued to work on the old system
- If unable to contact client, would reach out to the direct supervisor and continue up the chain until client responded
- After gathering the required information, the new system would be setup with all the required software verifying access, all updates completed, and all hardware components gathered and verified working
- Then the components would be shipped via FedEx and the client contacted once arrived
- Final step would involve remotely connecting with client ensuring they are fully setup and everything is working
- Completing accurate records the entire process to make sure that every client is up and running on new hardware running Windows 10
- Received old equipment, by FedEx, recording serial numbers of all components and removing hard drives and batteries from laptop and desktop computers
Technical Support Specialist
Apple Inc
06.2015 - 09.2021
- Provided technical support for Apple products by diagnosing and resolving complex hardware and software issues
- Managed customer inquiries through various channels, ensuring timely solutions and fostering a collaborative team environment
- Delivered empathetic support via chat, guiding users through troubleshooting steps and developing creative workarounds for unique challenges
- Consistently exceeded support quality metrics, contributing to high customer satisfaction and brand loyalty
- Expert troubleshooting on all Apple software including macOS, watchOS, iOS, and iPadOS
- Hardware including MacBook, MacBook Air, MacBook Pro, iMac, Mac Pro, Mac Mini, iPhone, iPod, iPad, Apple Watch, and Beats headphones
Tier 3 Technical Support Specialist
Time Warner
01.2013 - 05.2015
- Customer service and advanced troubleshooting included assisting with DNS issues, firewall setup, port forwarding and triggering, DMZ configuration, Wi-Fi setup, equipment troubleshooting, and basic installations
- Support also covered VPNs, VoIP, and general billing inquiries
- The overall scope of support encompassed all primary services, including phone, internet, and cable television
Tier 2 Technical Support Specialist
T-Mobile
01.2010 - 12.2012
- Provided technical support to customers while troubleshooting issues in a fast-paced call center environment
- Responsibilities included diagnosing faulty equipment, performing software updates, facilitating equipment exchanges, and escalating service requests
- Analyzed account provisioning and provided general customer education
- Collaborated with network engineers, support staff, management, and various other resources to achieve a one-call resolution
Education
Bachelor of Computer Science -
Colorado Technical University
05-2025
Studies towards CompTIA Security -
Colorado ProTrain
05.2025
Skills
- Software Installation
- Customer experience management
- Remote desktop services and support
- Hardware upgrades
- Troubleshooting and diagnosing
- Mobile device management
- Technical troubleshooting
- Advanced troubleshooting
- Operating systems
Timeline
Warehouse / Inventory Specialist
Amazon LLC
05.2024 - 01.2025
Technical Support Specialist
El Paso County / TekSystems
08.2023 - 11.2023
Infrastructure Analyst
Headwater Co
05.2022 - 07.2023
Windows 10 Migration Specialist
Evicore / Conexess
10.2021 - 04.2022
Technical Support Specialist
Apple Inc
06.2015 - 09.2021
Tier 3 Technical Support Specialist
Time Warner
01.2013 - 05.2015
Tier 2 Technical Support Specialist
T-Mobile
01.2010 - 12.2012
Bachelor of Computer Science -
Colorado Technical University
Studies towards CompTIA Security -
Colorado ProTrain
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