Michael Goins
Duke Health
Mooresville,NC
1
Certification
7
years of professional experience
Detail-oriented Device Support Analyst with a strong background in application support and incident management. Proven ability to enhance workflows and improve user account management, ensuring SLA compliance and high user satisfaction.
Work History
Device Support Analyst 1
2 Years 9 Months- Analyzed support tickets to identify recurring issues and enhance resolution processes.
- Collaborated with healthcare teams to streamline communication and improve patient support workflows.
- Provided technical assistance to end-users, ensuring timely resolution of system-related inquiries.
- Trained junior analysts on best practices in support methodologies and customer service techniques.
- Selected to assume Asset Manager responsibilities while maintaining full-time IT support duties, overseeing hospital technology assets, inventory, procurement, and lifecycle management
Help Desk Technician
10 Months- Acted as a liaison between the help desk team and other departments to improve cross-functional collaboration.
- Provided exceptional customer service when responding to help desk requests, maintaining professionalism at all times.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Trained new help desk technicians, ensuring consistent quality of service across the team.
- Improved user satisfaction by resolving numerous help desk tickets in a timely manner.
Help Desk Manager
1 Year- Oversaw daily operations of the help desk, ensuring efficient ticket resolution and high customer satisfaction.
- Used ticketing systems to manage and process support actions and requests.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Managed high levels of call flow and responded to technical support needs.
Field Service Technician
8 Months- Installed and configured telecommunications equipment for optimal performance.
- Provided technical support and training to customers on Windstream services.
- Conducted routine maintenance checks to ensure system reliability and uptime.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Operated hand tools and power equipment according to company safety procedures.
Information Systems Technician
1 Year 7 Months- Conducted system diagnostics to identify and resolve technical issues efficiently.
- Managed network configurations and ensured optimal performance of systems and applications.
- Trained junior technicians on troubleshooting methods and system maintenance procedures.
- Operated and maintained radio communication systems for effective information dissemination.
- Trained new personnel on operating procedures and safety protocols for radio operations.
- Aided in planning successful missions through participation in pre-mission briefings, sharing insights on current communication capabilities and limitations.
Education
High School Diploma
Bachelor of Arts - History
Skills
Application troubleshooting
Ticketing tools
Incident management
User account management
Asset management
User provisioning
Support ticketing systems
Customer service standards
Certification
ITIL v4 Certification
Timeline
Device Support Analyst 1
Duke Health
11.2023 - CurrentRead More
Help Desk Technician
Duke Health
01.2023 - 11.2023Read More
Help Desk Manager
Mooresville Graded School District
11.2021 - 11.2022Read More
Field Service Technician
Windstream
03.2021 - 11.2021Read More
Information Systems Technician
US Navy
07.2019 - 02.2021Read More
Liberty University
Bachelor of Arts from History
Read More
Mooresville High School
High School Diploma
Read More