Michael Cochran
Morristown,IN
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
18
18
years of professional experience
9
9
Certifications
Work History
Level 2 Engineer, Generalist
VanAusdall & Farrar
05.2023 - 10.2023
- Used ticketing systems to manage and process support actions and requests.
- Enhanced end-user satisfaction by providing timely and efficient desktop support services.
- Provided remote desktop support to satellite offices, ensuring consistent services across all locations.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Provided end-user troubleshooting and desktop support.
- Diagnosed and troubleshot hardware, software and network issues.
- Maintained accurate records of all Help Desk interactions, facilitating data-driven improvements to support services.
- Developed comprehensive knowledge base articles for end-users, reducing support call volume.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Created user accounts and assigned permissions.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Installed, configured and maintained computer systems and network connections.
Engineering Support
ClearObject
09.2019 - 04.2021
- Client support for IBM CLM Pro and Enterprise Environments and Google Cloud Platform environments, including user management
- Provisioned Red Hat Linux SaaS servers using IBM Cloud, including online block storage and backup.
- Installed IBM Rational Tools and network monitoring software, LogicMonitor, on Red Hat Linux SaaS servers.
- Supported and maintained Red Hat and Windows servers via VMWare VSphere
- Researched and identified solutions to technical problems.
- Assisted with updating technical support best practices for use by team.
- Used ticketing systems to manage and process support actions and requests.
- Installed, modified, and repaired software to resolve technical issues.
- Created user accounts and assigned permissions.
- Provided on-call support for critical issues related to IBM Rational servers.
IT Operations Analyst
Stanley Black & Decker
08.2016 - 09.2018
- Used ticketing systems to manage and process support actions and requests.
- Enhanced end-user satisfaction by providing timely and efficient desktop support services.
- Provided remote desktop support to satellite offices, ensuring consistent services across all locations.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Provided basic end-user troubleshooting and desktop support.
- Diagnosed and troubleshot hardware, software and network issues.
- Maintained accurate records of all Help Desk interactions, facilitating data-driven improvements to support services.
- Developed comprehensive knowledge base articles for end-users, reducing support call volume.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Created user accounts and assigned permissions.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Installed, configured and maintained computer systems and network connections.
Help Desk Administrator
Knauf Insulation
10.2014 - 07.2016
- Used ticketing systems to manage and process support actions and requests.
- Enhanced end-user satisfaction by providing timely and efficient desktop support services.
- Provided remote desktop support to satellite offices, ensuring consistent services across all locations.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Provided basic end-user troubleshooting and desktop support.
- Diagnosed and troubleshot hardware, software and network issues.
- Maintained accurate records of all Help Desk interactions, facilitating data-driven improvements to support services.
- Developed comprehensive knowledge base articles for end-users, reducing support call volume.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Created user accounts and assigned permissions.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Installed, configured and maintained computer systems and network connections.
Team Leader
Bell Techlogix
07.2012 - 10.2014
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Education
No Degree - Data Management Technology
Western Governors University
Salt Lake City, UTAssociate of Applied Science - Computer Information Systems
Ivy Tech Community College of Indiana
Columbus, IN12.1999
Skills
- Effective Communication
- Root Cause Analysis
- Professional Demeanor
- Critical Thinking
- Written Communication
- Computer Skills
- Organizational Skills
- Microsoft Windows and Office
- A Certification
- MySQL
- ITIL Knowledge
- User Support
- Incident Management
- TCP/IP
- LAN/WAN
- Software diagnosis
- Hardware Configuration
- Network Troubleshooting
- Hardware and Software Configuration
- Service Desk Team Management
- Desktop support
- Problem-solving aptitude
- Software Patches
- Issue and Resolution Tracking
- Technical Troubleshooting
- Hardware and Software Repair
- Customer Service
- Network Certification
- Problem-Solving
- Hardware diagnostics
- Computer Diagnostics
- Help Desk Support
- End-User Training
- Team building
- System Administration
- Ticket management
- Tracking and Documentation
- Employee Computer Support
Certification
• CompTIA A+ Certification (GFL) Dec. 2001
• CompTIA Network + Certification (GFL) July 2004
• Microsoft Certified Professional Sept. 2006
• CompTIA A+ Certification (CE) April 2016
• CompTIA Linux+ Certification Feb. 2018
• CompTIA Linux Network Professional - CLNP Feb. 2018
• CompTIA Systems Support Specialist - CSSS Feb. 2018
• Certificate, CIW Site Development Associate April 2018
• CompTIA Project+ Nov. 2018
• AXELOS ITIL v3 Foundation Certification May 2019
• CompTIA Cloud Essentials+ August 2020
• CompTIA Cloud+ October 2020
Timeline
Level 2 Engineer, Generalist
VanAusdall & Farrar
05.2023 - 10.2023
Engineering Support
ClearObject
09.2019 - 04.2021
IT Operations Analyst
Stanley Black & Decker
08.2016 - 09.2018
Help Desk Administrator
Knauf Insulation
10.2014 - 07.2016
Team Leader
Bell Techlogix
07.2012 - 10.2014
No Degree - Data Management Technology
Western Governors University
Associate of Applied Science - Computer Information Systems
Ivy Tech Community College of Indiana