MICHAEL GIBBS
Riverside,CA
Summary
Skilled Tier 2 IT Support Specialist with extensive experience in Managed Service Provider settings. Specializes in escalated ticket resolution, Active Directory and Microsoft 365 administration, and network troubleshooting. Delivers effective root-cause analysis and clear documentation, while mentoring junior technicians to enhance service quality and meet client satisfaction goals.
Overview
1
1
Certification
11
11
years of professional experience
Work History
IT Specialist
Complete Document Solutions
Torrance, CA
06.2022 - Current
- Serve as the primary escalation point for complex tickets escalated from Tier 1 technicians.
- Diagnose and resolve advanced hardware, software, operating system, and application issues across multiple client environments.
- Administer and troubleshoot Active Directory / Entra ID (user accounts, groups, Group Policy, permissions).
- Support and administer Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Intune).
- Enforce security policies, MFA enrollment, and access controls
- Assist with security incident response (malware, phishing, account compromises).
- Enforce security policies, MFA enrollment, and access controls
- Perform system imaging, software deployment, and patch management.
- Perform system imaging, software deployment, and patch management.
Auditor
Best Western
Redondo Beach, CA
03.2018 - 04.2020
- Reviewed and maintained accurate records of room availability, charges, and guest accounts in hotel database to ensure seamless operations.
- Addressed guest needs through various communication channels to enhance customer satisfaction and loyalty.
- Collaborated with housekeeping and maintenance departments to resolve issues promptly and maintain high service standards.
Direct Support Professional
Radiant Living
Eureka, CA
04.2016 - 01.2018
- Delivered comprehensive care for individuals with intellectual or developmental disabilities, addressing medical, social, and household management needs.
- Recorded patient information using computer program, ensuring accurate documentation of care, condition, and progress.
- Collaborated with staff and supervisors via email and in-person to optimize patient care.
Education
Information Technology - CompTIA A+, Network+, Security+, Cloud+
New Horizons
Gardena, CA08-2021
HS Diploma -
Mira Costa High School
Manhattan Beach, CA06-2005
Skills
- Active Directory
- Microsoft 365
- Endpoint administration
- System deployment
- Update management
- Network troubleshooting
- Remote support
- Access control
- Issue resolution
- Device configuration
- Asset tracking
- User assistance
Personal Information
Title: IT SPECIALIST
Certification
- MD-102 Microsoft Endpoint Administrator, 3/24
- MS-900 Microsoft 365: Fundamentals, 4/24
- AZ-800 Administering Windows Server Hybrid Core Infrastructure, 6/25
- AZ-801 Configuring Windows Server Hybrid Advanced Services, 11/25
Timeline
IT Specialist
Complete Document Solutions
06.2022 - Current
Auditor
Best Western
03.2018 - 04.2020
Direct Support Professional
Radiant Living
04.2016 - 01.2018
Information Technology - CompTIA A+, Network+, Security+, Cloud+
New Horizons
HS Diploma -
Mira Costa High School