Michael Gibson
Atlanta,Georgia
Summary
Dynamic and motivated professional transitioning from retail to the expanding field of Information Technology, demonstrating a strong commitment to acquiring in-depth knowledge and hands-on experience in technical issue resolution. Help desk experience has provided valuable insights into daily operations, facilitating support for both students and staff while working with diverse applications and operating systems. Proven ability to diagnose and resolve technical issues efficiently, complemented by effective communication skills that ensure user needs are met. A solid track record of maintaining system integrity and delivering exceptional customer support positions this candidate as a reliable asset in any IT environment.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Help Desk Technician
Georgia Institute of Technology
07.2023 - Current
- Providing technical support for various operating systems – Mac OS, Windows and Linux, utilizing the knowledge base and past incident tickets for reference to assist students and staff.
- Documented new issues (namely account access, application, and 2FA support) to share with coworkers as customers called in with various technical issues utilizing ServiceNow, collaborated with tier 2 associates and student workers, for the updating and creation of new and improved knowledge articles for future troubleshooting assistance.
- Utilizing my learned communication Skills and experience with Customer Service assisting from my retail positions to customers calling in and coming to the walk-up to resolve their software issues with limited hardware support.
- Routed multiple tickets that required administrator credentials and followed up in collaborated meetings for awareness, clarity of issues and deeper understanding.
Store Manager
Dollar General
01.2020 - 01.2023
- Ran the day-to-day store operations including managing employees in teams of 10+, payroll, and office management
- Managed hardware and software installation of office equipment
- Overseeing and training new associates for their positions
- Creating and adjusting sales plans to achieve goals
- Assisting other store managers with their tasks when available
- Training other store teams, assisting staff with store coverage
- Hired new staff, trained associates and terminated associates when needed
Assistant store Manager
Dollar General
01.2018 - 01.2020
- Working alongside the store manager to oversee day-to-day operations
- Ensure training of new staff while making reports for store managers.
- Overseeing employee tasks complements and sets reasonable daily goals
Modular crew
Walmart
01.2016 - 01.2018
- Scanned inventory for product to send to store floor to be stocked
- Scan overstock into store backroom fixing item adjustments when needed
- Set shelves according to store layout and price-point new items
- Set up new displays for seasonal sales
Unloader / stocker
Walmart
01.2014 - 01.2016
- Unload general and food pallet trucks onto the sales floor to be stocked
- Stocked products onto shelves in a timely manner
- Moved product from store backroom to sales floor, moved overstock sales floor product to receiving room
Education
High School Degree -
Tatum High School
Tatum, New MexicoSkills
- Computer hardware setup / repair and software installation
- Account Support, 2FA assistance, Application installation assistance and troubleshooting
- MS Office Suite, ServiceNow
- Basic python and JavaScript language coding
- Documentation for knowledge base articles
- Hardware repair
- Software updates
- Issue resolution
- Remote system analysis
- Incident management
Certification
- PCEP – Certified Entry-Level Python Programmer
- CompTIA – 1101 and CompTIA 1102 A+ Certifications
Management Experience
- I have how to resolve customer-related problems and complaints that leave the customer feeling satisfied.
- Self-motivated, assertive and can quickly learn new procedures and methods.
- I have experience working with windows XP, vista, 7, 10 and 11.
- Understanding in working with computer hardware and software installation on home computers.
- Managing teams of 6 people with scheduling, payroll, and working to keep staff flexible to assist with store operations throughout fiscal years.
- I am highly motivated to work leading a group and able to work on my own to achieve goals.
- I am Highly motivated to solve problems, make improvements as well as make and achieve my own set goals.
- Successfully managed cash and bank money deposit orders.
Timeline
Help Desk Technician
Georgia Institute of Technology
07.2023 - Current
Store Manager
Dollar General
01.2020 - 01.2023
Assistant store Manager
Dollar General
01.2018 - 01.2020
Modular crew
Walmart
01.2016 - 01.2018
Unloader / stocker
Walmart
01.2014 - 01.2016
High School Degree -
Tatum High School
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