Michael Burnett, Jr.
Birmingham,AL
Summary
Motivated, deadline-driven and passionate Information Technology Professional with more than five years of experience in rapidly diagnosing, troubleshooting and resolving a diverse range of software, hardware and connectivity issues. Proven success working in high-volume and fast-paced IT environments. Demonstrated abilities to communicate effectively with both technical and non-technical users. Adept at quickly mastering new and emerging technologies.
Overview
11
11
years of professional experience
Work History
Senior Support Cloud Engineer
Oracle, Inc.
05.2022 - Current
- Focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs.
- Involving resolutions for post-sales non technical customer inquiries via phone and electronic means, as well as technical questions regarding the use of and troubleshooting for Oracles Electronic Support Services.
- Serve as the primary point of contact for customers, being responsible for facilitating customer relationships with support.
- Provide advise and assistance to internal Oracle Employees on diverse customer situations and escalated issues.
- The technical interface to customers, Original Equipment Manufacturers and Value Added Resellers for resolutions of problems related to the installation, recommended maintenance and use of Oracle Products.
- Support and provide knowledge for multiple platforms while being able to complete assigned duties with minimal direction from management.
NOC Analyst
Logista Solutions
Bessemer, Alabama
11.2021 - 05.2022
- To provide services to various companies including monitoring systems operations, troubleshooting systems problems, network outages, and software issues.
- Reporting to development teams when persistent, unfixable problems occur while documenting work per company policies and procedures.
- Provided timely responses to all network or security incidents, outages, and performance alerts.
- Monitor a wide variety of information and network systems that include but are not limited to telecommunications circuits, routers, switches, and firewalls.
- Documented all actions in accordance with standard company policies and procedures, Maintain all updates in IT Service Management system.
- Create and update NOC procedures, runbooks, diagrams, and other documentation on a continual basis.
- Worked with internal and external technical and service teams to create and update knowledge base articles.
- Support multiple technical teams in 24x7x365 environment operational environments with high up time.
Helpdesk Analyst / Windows 10 Migration Team
University of Alabama at Birmingham
Birmingham, Alabama
08.2019 - 05.2020
- To provide support to end-users for PC, server or mainframe applications, and hardware.
- Updated and configured migration system to Windows 10.
- Installed, modified and repaired hospital software and troubleshot Windows 10 errors and configuration setups for the hospitals 500+ users.
- Provide superb customer service by guiding staff members through the entire resolution process and addressing all issues and concerns in a timely manner.
- Performed password administration and access support for Azure Users.
- Imaged PCs for upgrading of software to windows 10.
- Collected network data to securely convert all users over to a new PC.
- Conducted research to develop materials that outlined each PC and its necessary software for upgrade.
IT Support Technician
BRADLEY ARANT BOULT CUMMINGS LLP
Birmingham, Alabama
02.2016 - 09.2018
- Provided level 1 and level 2 technical support and answered after-hours escalation calls to assist the law firm’s 500+ users throughout Alabama.
- Diagnosed, troubleshot, resolved and documented all ticket requests for desktops, laptops, mobile devices and network issues.
- Ensured quick resolutions of user problems and concerns.
- Provided technology support for end-user technologies such as computers, laptops, mobile devices, printers, and scanners.
- Administered Dynamic Host Configuration Protocol (DHCP) printer server setup, upgrades and changes for all locations.
- Created, administered, and deleted workstations and user accounts in the Active Directory.
- Performed password administration and access support for Active Directory users.
- Set up secure audio and video conferences between internal users as well as external business partners.
PC Support Technician
BURR & FORMAN LLP
Birmingham, Alabama
02.2015 - 02.2016
- Managed client service ticket requests, provided level 2 helpdesk support and handled complex, escalated support tickets.
- Installed, modified and repaired law software and troubleshot Windows 7 errors and configuration setups for the law firm’s 500+ users.
- Conducted research to develop training materials that outlined common technical issues in order to reduce common user errors and mistakes.
- Installed and updated all hardware and software equipment and systems.
- Backed up and restored users’ data via the Utilized System Center Configuration Manager (SCCM).
- Configured, set up and resolved all application issues with laptops and mobile devices.
- Unlocked and reset user accounts within the Active Directory and ensured all users were placed in the proper OU and distribution groups.
- Set up and established secure video conferences for both internal meetings and meetings with external business partners.
- Provided technical and troubleshooting assistance related to LAN, WAN, hardware, and software.
- Maintained the law firm’s inventory of all computer equipment and devices.
Education
Bachelor of Science - Computer Information Science
Miles College
Birmingham, Alabama05.2014
Skills
- Customer Service
- End-User Training
- Troubleshooting
- Client-Server Models
- Hardware Configuration
- Software Installs
- Hardware Installs
- LAN Connectivity
- Problem Diagnosis
- Network Engineering
- MS Office
- VMware Applications
- Circuits
- Active Directory
- Lexis Nexis for Microsoft Office
- Olympus Player Pro
- Start-Stop Universal Transcription System
- Cloud computing
- DevOps principles
- Disaster recovery planning
- Security protocols
- Data migration
- Monitoring tools
- Load balancing
- Cloud automation
- Network configuration
- Network infrastructure administration
- Cloud services
- Security management
- TCP/IP protocol
- Switches and routers
- Technical support and assistance
- IT infrastructure proficiency
- Network security
- Application administration
- Microsoft exchange
- Teamwork and collaboration
- Problem-solving abilities
- Excellent communication
- Azure proficiency
- Hardware troubleshooting
Core Competencies
MS Office (Word, Excel, Outlook, PowerPoint, Access), VMware Applications, Windows XP, Windows 10, Printers, Scanners, Routers, Modems, Circuits, CICSO, Polycom, Lexis Nexis for Microsoft Office, Olympus Player Pro, Sharefile, Start-Stop Universal Transcription System, Android, IOS, Mac OS X, Windows XP, Windows Vista, Windows 7, Windows 10
Timeline
Senior Support Cloud Engineer
Oracle, Inc.
05.2022 - Current
NOC Analyst
Logista Solutions
11.2021 - 05.2022
Helpdesk Analyst / Windows 10 Migration Team
University of Alabama at Birmingham
08.2019 - 05.2020
IT Support Technician
BRADLEY ARANT BOULT CUMMINGS LLP
02.2016 - 09.2018
PC Support Technician
BURR & FORMAN LLP
02.2015 - 02.2016
Bachelor of Science - Computer Information Science
Miles College