Michael Fancher
Irving,TX
Summary
Tech-savvy Desktop Support Analyst possessing excellent troubleshooting skills for Windows, Linux and Mac platforms. Offering 12 years of experience configuring, installing and maintaining computer and telephone systems. Well-versed in efficiently resolving issues and tickets with highest standard of service and support.
Overview
14
14
years of professional experience
4
4
Years of post-secondary education
Work History
Client Support, Desktop Support Analyst
QuessGTS, Fairfax US Inc
Lewisville, TX
05.2017 - Current
- Sole IT Support representative in small high-priority office
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
- Installed and maintained Windows and desktop software, service packs, patches and anti-virus updates for hundreds of clients.
- Provided suggestions for process, application or documentation improvement.
- Provided on-site and remote technical support to users.
Ministry Leader – Audio/Visual and Technology Manager
Irving Church
Irving, TX
01.2017 - 01.2020
- Demonstrated leadership skills in managing projects from concept to completion.
- Built and led team to meet church technology needs
- Recruiting
- Training
- Implemented Hardware and Software upgrades
- Created and maintained SOP documentation
Desktop Support Analyst
GTS-TS Contract
Dallas, TX
07.2016 - 04.2017
- Installed new hardware and software, patched systems and configured settings.
- Provided on-site and remote technical support to users.
- Coordinated with vendors to obtain necessary components and maintain smooth operations.
- Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
Desktop Support Analyst
CompuCom (Squire Patton Boggs & Cigna Healthcare)
Plano, TX
08.2014 - 04.2016
- Troubleshot various technical issues dealing with printers, network and phone systems.
- Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
- Provided on-site and remote technical support to users.
- Securely wipe and re-image equipment per HIPPA requirements
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment.
End User Services Technician
Dignity Health
Merced, CA
11.2009 - 07.2014
- Supported Citrix applications, Active Directory, VPN, Microsoft Office
- Setup/Troubleshot desktops, laptops, tablets, printers, scanners
- Assist server team with backups and network maintenance
- New equipment – evaluate, image, setup, and deploy for end users
- Assist billing and coding departments with data entry, investigation, and correction
- Rewrote Operations procedures
- Trained employees for Operations duties
- Continue support of Operations functions
Education
Bachelor of Science - Integrative Studies
09.2021 - 12.2022
- Dean's List Fall, 2021
- Dean's List Spring, 2022
- Dean's List Fall, 2022
Skills
Interpersonal and written communication
Hardware installations
Client relationship building
Troubleshooting skills
Software upgrades
Vendor coordination
Applications knowledge
Desktops expertise
End-user support
Timeline
University of North Texas - Bachelor of Science, Integrative Studies
09.2021 - 12.2022
Client Support, Desktop Support Analyst - QuessGTS, Fairfax US Inc
05.2017 - Current
Ministry Leader – Audio/Visual and Technology Manager - Irving Church
01.2017 - 01.2020
Desktop Support Analyst - GTS-TS Contract
07.2016 - 04.2017
Desktop Support Analyst - CompuCom (Squire Patton Boggs & Cigna Healthcare)
08.2014 - 04.2016
End User Services Technician - Dignity Health
11.2009 - 07.2014