Michael Clark
Luray,VA
Summary
Experienced with diagnosing and resolving technical issues efficiently. Utilizes strong troubleshooting skills and effective communication to ensure user satisfaction. Knowledge of various software and hardware systems, enhancing overall service desk performance.
Overview
2
2
years of professional experience
1
1
Certificate
Work History
Service Desk Technician
Syntelligent Analytic Solutions, LLC
10.2024 - Current
- Developed knowledge base articles for common issues, enabling faster resolutions for endusers.
- Improved user experience by creating user-friendly guides on how to use various tools and applications relevant to their job functions.
- Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
- Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
- Managed high levels of call flow and responded to technical support needs.
Information Technology Support Specialist
Syntelligent Analytic Solutions
07.2022 - 10.2024
- As Information Technology Support Specialist, Oversaw equipment and system operations, surveying for potential security vulnerabilities and upgrade needs
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Stayed abreast of latest software developments to enhance job knowledge
Education
Bachelor of Science - Cyber Security and Information Assurance
Western Governors University
Salt Lake Cty, UT05.2025
AAS - Cyber Security
Laurel Ridge Community College
Middletown, VA08.2023
Skills
- PfSense
- Customer Service
- Troubleshooting
- Communication
- Technical Support
- Firewalls
- DNS
- Ticketing system
- Remote support
- Software installation
- Network connectivity
- Incident management
Certification
- CompTIA A+, 02/01/24, 08/01/27, https://www.credly.com/badges/16b9d790-52c4-4234-a8ea-24a54431a920/public_url
- CompTIA Network+, 07/01/24, 08/01/27, https://www.credly.com/badges/4917e501-973e-49b4-bfb1-8106719e83bd
- CompTIA Security+, 08/01/24, 08/01/27, https://www.credly.com/badges/a4f05f27-836e-4a49-84c6-f688c793a2ec
- CompTIA CySA+, 11/01/24, 11/01/27, https://www.credly.com/badges/e26031f1-28b8-4ffa-b6ab-cf20d170c6d9
Timeline
Service Desk Technician
Syntelligent Analytic Solutions, LLC
10.2024 - Current
Information Technology Support Specialist
Syntelligent Analytic Solutions
07.2022 - 10.2024
AAS - Cyber Security
Laurel Ridge Community College
- CompTIA A+, 02/01/24, 08/01/27, https://www.credly.com/badges/16b9d790-52c4-4234-a8ea-24a54431a920/public_url
- CompTIA Network+, 07/01/24, 08/01/27, https://www.credly.com/badges/4917e501-973e-49b4-bfb1-8106719e83bd
- CompTIA Security+, 08/01/24, 08/01/27, https://www.credly.com/badges/a4f05f27-836e-4a49-84c6-f688c793a2ec
- CompTIA CySA+, 11/01/24, 11/01/27, https://www.credly.com/badges/e26031f1-28b8-4ffa-b6ab-cf20d170c6d9
Bachelor of Science - Cyber Security and Information Assurance
Western Governors University
Similar Profiles
Kaylee GoodKaylee Good
Office Assistant at Syntelligent Analytic SolutionsOffice Assistant at Syntelligent Analytic Solutions
Claudia DrakeClaudia Drake
Personnel Assistant I - Site Security Manager at Chenega Analytic Business Solutions, LLCPersonnel Assistant I - Site Security Manager at Chenega Analytic Business Solutions, LLC
Athena BlueAthena Blue
Escort Support Personnel Assistant at Chenega Analytic Business Solutions LLCEscort Support Personnel Assistant at Chenega Analytic Business Solutions LLC