Michael Bishop
Loxahatchee,FL
Summary
Developed comprehensive skills in fast-paced IT support environment, including team leadership and customer service excellence. Effectively managed technical issues and facilitated seamless communication between departments. Seeking to leverage these transferrable skills in new and challenging field.
Overview
12
12
years of professional experience
Work History
VP of Support
GTG Networks
01.2022 - Current
- Oversee Help desk Operations covering over 2000 endpoints
- Delegate daily work tasks to maintain a high level of customer retention and satisfaction
- Monitor employee performance through metric analysis
- Coach and mentor staff by holding regular meetings and providing timely feedback
- Monitor and investigate email security risks
- Continuously interact with all levels of the organization and client leadership through attending and conducting meetings and overseeing critical priority incidents
- Identified opportunities to improve business process flows and productivity.
- Develop rapport with clients by handling difficult issues with professionalism
- Provide solutions for Tier II issues using research and creativity
Help Desk Technician
GTG Networks
01.2019 - 12.2021
- Diagnosed and resolved hardware and software problems, including troubleshooting desktops, laptops, printers, and peripherals
- Responded to support tickets and inquiries promptly, managing and prioritizing tasks to meet service level agreements (SLAs)
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Reduced downtime by troubleshooting and repairing hardware, software, and network issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Configured hardware, devices, and software to set up work stations for employees.
- Documented support interactions for future reference.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
Onsite IT Technician
GTG Networks
10.2018 - 12.2019
- Provided support and solutions to clients to help with their day-to-day operations
- Troubleshot networks and hardware that may be on site (printers, scanners, routers, etc.)
- Installed PCs, monitors, printers, routers, switches, and various other equipment for clients
- Streamlined IT support processes, resulting in increased productivity within the department.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Improved IT support efficiency, creating detailed documentation for common issues and solutions.
- Supported seamless remote work transitions by setting up and troubleshooting VPN connections for employees.
- Researched and identified solutions to technical problems.
Customer Service & Sales Representative
Event Photography Group/GradImages
03.2013 - 12.2016
- Assisted customers with various issues ranging from website support to individual orders
- Trained new employees in the GradTrak System and in general professional communication
- Consistently ranked as one of top five salesmen in customer service
- Assisted customers in placing local and international orders and maintained average sales of $65
- Provided customer support via e-mail, telephone, and live chat
Education
Palm Beach State College
Lake Worth, FLSkills
- Team Management
- Project Management
- Quality Assurance
- Detail Orientated
- Self sufficient
- Excellent communication skills
- Active Directory, Remote Desktop, Hybrid environments, and Azure AD proficiency
- Micrsoft Windows, Word, Excel, Outlook, PowerPoint, SharePoint, Windows 365, and PowerShell software proficiency
- Meraki, Ubiquiti, Fortinet, Cato, SonicWall, WatchGuard,
- Microsoft 365 and Google Workspace
- Halo PSA, Kaseya, Syncro, Datto, ScreenConnect
- Risk management
- Performance monitoring
- Data analysis
- Coaching and mentoring
- Critical thinking
Timeline
VP of Support
GTG Networks
01.2022 - Current
Help Desk Technician
GTG Networks
01.2019 - 12.2021
Onsite IT Technician
GTG Networks
10.2018 - 12.2019
Customer Service & Sales Representative
Event Photography Group/GradImages
03.2013 - 12.2016
Palm Beach State College
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