Michael Glenn
Norfolk,Va
Summary
Offering an exceptional 10+ years career supporting end-users, providing comprehensive troubleshooting on various hardware and software applications, completing large projects, and using Active Directory. Strong interpersonal communication and leadership skills that were honored over years of coordinating with dynamic, cross-functional teams on device imaging for 25,000 devices and working on a government contract. Efficient work ethic with experience in increasing company goals. Sharp attention-to-detail abilities that were honed while troubleshooting networks and reviewing accounts. Three years of experience reviewing legacy applications and producing workflows, functional requirements, and other artifacts. Highly experienced in communicating directly with stakeholders to fulfill their function requirements for the transition of legacy systems.
Overview
12
12
years of professional experience
Work History
Journeyman Project Analyst (SRM)
George Consultanting
12.2020 - Current
- Provide Requirements Management support, including contacting and collaborating with subject matter experts (SMEs) and the Aviation Logistic Environment/Aviation Product Life Cycle Management (ALE/AvPLM) team to ensure active engagement in capturing requirements for identified project areas
- Collect, complete, organize, and interpret data relating to aircraft/weapon/project acquisition and product programs
- Review standard work packages (SWPs) to help develop Microsoft Visio process flows for transitioning legacy systems to AvPLM
- Create ICAM Definition for Function Modeling (IDEF0 diagrams to document the interconnectivity of multiple legacy systems transitioning to AvPLM
- Present in weekly workshops with the Integrated Product Team (IPT) and other stakeholders to correctly identify and document functional requirements
- Document and implement requirements as defined by the Product Manager in accordance with stakeholder priorities.
Tier 2 Service Request Management (SRM)
Perspecta
10.2018 - 12.2020
- Utilized Power Shell to handle delegated tasks, such as creating distribution groups, security groups, group mailboxes, and setting permissions
- Documented, executed, and completed ACTR and CTR requests submitted through the NMCI Enterprise Tool (NET)
- Recorded and implemented solutions to end users’ Windows system upgrades
- Insured VIP member issues were documented and resolved promptly
- Unlocked and reset users’ passwords on their Local Domain Controller to speed up replication
- Performing Power Shell script to migrate users' accounts, mailboxes, and share drives to required servers
- Applied and corrected permission on users’ personnel share drives and file share drives
- Successfully performed profile cleanups on users’ computers, increasing computer performance
- Guided Tier 1 agents on how to accomplish a quick path to resolution for the end user
- Assisted Tier 1 agents on phones and within Transverse to help maintain the Service Contract Agreement (SCA).
Tier 1 Support Technician
DXC Technology Co
12.2017 - 10.2018
- Updated software versions with correct patches to the specified Navy Security Technical Implementation Guidelines STIG
- Installed desktops and laptops with correct domain suffixes to communicate within the NMCI network
- Utilized company proprietary software to troubleshoot end users’ issues for remediation
- Accomplished individual metrics goals as required by the NMCI Service Contract Agreement (SCA)
- Rebuilt Microsoft Outlook Profile ensuring proper communication with Microsoft Exchange Servers
- Reconstructed and transferred users’ files from corrupt Microsoft Windows profiles
- Trouble customers interned and web proxy issues to maintain access to internal and external websites.
Technical Specialist
Virginia Beach City Public Schools (Abacus)
07.2011 - 06.2012
- Boosted project development speed and efficiency, finishing all projects on schedule
- Collaborated with the Virginia Beach Public School System to upgrade hardware and software
- Actively configured, diagnosed, repaired, and upgraded desktop and laptop equipment in conjunction with client requirements, maintaining top-notch professionalism and integrity during all communications
- Flourished within a fast-paced team environment with nine team members to successfully image 19,000 laptops and 1,500 desktops.
Education
CompTIA Security+ Certification CEU -
08.2022
AWS Certified Cloud Practitioner -
Associate of Science - Computer Network Systems
ITT Technical Institute
Norfolk, VA06.2011
Skills
- CompTIA Security Certificate
- AWS Certified Cloud Practitioner
- AWS Solution Architect Associate (Projected)
- Team Leadership
- Power Shell Scripting
- SIPR/NIPR Networking Experience
- Cloud Technologies
- Active Directory
- Customer Service
- Software and Hardware Support
- Microsoft Visio
- Microsoft Outlook
- Requirement Gathering/Documenting
- Network Troubleshooting
Timeline
Journeyman Project Analyst (SRM)
George Consultanting
12.2020 - Current
Tier 2 Service Request Management (SRM)
Perspecta
10.2018 - 12.2020
Tier 1 Support Technician
DXC Technology Co
12.2017 - 10.2018
Technical Specialist
Virginia Beach City Public Schools (Abacus)
07.2011 - 06.2012
CompTIA Security+ Certification CEU -
AWS Certified Cloud Practitioner -
Associate of Science - Computer Network Systems
ITT Technical Institute
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