Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Websites
Additional Experience
References
Timeline
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Michael Fahley

Renton,WA

Summary

Results-driven IT professional with a proven track record of providing exceptional IT support. Recognized for strong team synergy and effective team communication. I am dedicated to maintaining a high standard of work ethics and pursuing continual professional development.

Overview

7
7
years of professional experience
1
1
Certification

Work History

IT Helpdesk II

OBI Seafoods
Seattle, WA
07.2022 - 04.2025
  • Streamlined management and resolution of helpdesk calls and ticket emails for Smoked, Distribution, and corporate divisions, resulting in prompt resolution of IT issues.
  • Coordinated virtual meetings via Microsoft Teams and Zoom, delivering troubleshooting support for A/V devices and computer peripherals.
  • Configured and deployed new user accounts and hardware setups including Active Directory, Microsoft 365, and network drive folders.

Systems Support Specialist

Network Architects
Kirkland, WA
01.2020 - 07.2022
  • Provided extensive on-site IT support and expertly handled helpdesk inquiries, boosting client satisfaction for MSP & T&M clients.
  • Monitored and ensured optimal performance of servers, networks, firewalls, APS, Antivirus/EDR endpoints, and BCDR backups through systematic rotational checks.
  • Oversaw effective deployment of EDR solutions while generating detailed documentation to facilitate ongoing implementation and maintenance.

Field Engineer

Mobile Integration Workgroup
Redmond, WA
03.2019 - 01.2020
  • Provided on-site technical support for Kaiser Permanente during the migration from Windows 7 to Windows 10, ensuring smooth transition and minimal downtime.
  • Facilitated IT helpdesk calls, resolving user concerns with remote troubleshooting, password resets, and access requests.
  • Implemented PC reimaging for Windows 10 laptop deployment.
    Managed inventory of IT equipment to support operational efficiency.

Tier 2 Technical Support

Yi Technology
Bellevue, WA
03.2019 - 01.2020
  • Managed resolution of advanced escalation tickets and instructed new agents on effective troubleshooting practices, improving team efficiency.
  • Partnered with tech leads to pinpoint and resolve emerging issues, consolidating solutions for rapid team-wide execution.
  • Guided customers in troubleshooting technical issues with cameras, home security systems, and smart devices via Zendesk tickets, calls, and emails, enhancing customer satisfaction and retention.

Technical Support Specialist

Keywords Studios
Redmond, WA
05.2018 - 07.2018
  • Streamlined resolution of technical challenges for League of Legends users through comprehensive analysis of computer logs and user input to identify root cause and implement effective solutions.
  • Optimized handling of high volume technical support tickets through utilization of auto hotkey macros, multitasking, Slack, and collaborative efforts.
  • Contributed to strategy meetings focused on optimizing processes for swift resolution of emerging technical issues

Education

Master of Science - IT Administrative Management

Central Washington University
Ellensburg, WA
12-2015

Bachelor of Science - IT Administrative Managment

Central Washington University
Ellensburg, WA
06-2014

Skills

  • Technical support
  • Attention to detail
  • Team oriented
  • Dependable and responsible
  • Customer service-oriented
  • Continual process improvement
  • Agile and flexible
  • Technical documentation

Certification

  • Datto Certified Advanced Technician
  • Scrum Master Certification

Accomplishments

  • Eagle Scout Award

Additional Experience

Study Abroad Trip - Consultant - Central Washington University - Central Europe - June 2014

  • Provided problem solving, marketing strategy, IT systems improvement and innovation consultation for global industry leaders including Volkswagen, AT&T, and Samsung.
  • Brainstormed CRM tactics and Customer Service systems for global industry leaders.

Eagle Scout Project - Project Director - Boy Scouts of America - Renton - June 6, 2010

  • Lead work crews to refurbish fire hydrants throughout several neighborhoods in the city of Renton. Worked with the city to receive funding, materials, and project authorization.

References

References available upon request.

Timeline

IT Helpdesk II

OBI Seafoods
07.2022 - 04.2025

Systems Support Specialist

Network Architects
01.2020 - 07.2022

Field Engineer

Mobile Integration Workgroup
03.2019 - 01.2020

Tier 2 Technical Support

Yi Technology
03.2019 - 01.2020

Technical Support Specialist

Keywords Studios
05.2018 - 07.2018

Master of Science - IT Administrative Management

Central Washington University

Bachelor of Science - IT Administrative Managment

Central Washington University

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