Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michael Gross

Winder,GA

Summary

Accomplished Support Engineer with a proven track record at Instructure Canvas, enhancing customer satisfaction through expert resolution of technical issues. Skilled in hardware and software installation and technical documentation, with a knack for collaborative problem-solving and efficient, friendly customer service. Demonstrates a strong ability to increase operational efficiency and user support satisfaction.


Network Technician experienced in LAN/WAN design, installation and management in Government Agency environments. Great technical team member with positive attitude contributing high levels of expertise in network infrastructure, inside plant, server systems and troubleshooting.

Overview

16
16
years of professional experience

Work History

Support Engineer

Instructure Canvas
05.2022 - 10.2024
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Collaborated with outside departments to implement system-wide improvements.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Upgraded operating systems and computer software to perform compatibility with programs.
  • Researched and identified solutions to technical problems.
  • Responded to customer inquiries and provided technical assistance over phone.
  • Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins).
  • Validate and clarify the issue reported.
  • Answer how-to questions.
  • Fix end-user issues that are resolvable through the Canvas user interface.
  • Replicate, troubleshoot, and describe simple bugs.
  • Keep thorough, clear, and complete records in the ticketing system of all actions taken.
  • Escalate tickets not resolvable at the L1 level to the L2 Support team.
  • Be friendly, efficient, and dependable, and always provide timely updates to users.
  • When assigned, create documentation of Support processes.
  • Perform other duties as assigned by supervisor


Quality & Support Services Specialist

Alacrity
02.2021 - 05.2022
  • Monitored progress towards service plan goals.
  • Respond to inquiries and requests from various customers in a timely manner using telephone and/or email.
  • Review insurance claim assignments to ensure contractor compliance with standards set forth in best practices.
  • Manage prescribed territory to ensure adherence to timeframe requirements.
  • Intake of issues related to claims and contractors in all areas.
  • Provide technical assistance for customers experiencing basic system issues and/or password difficulties.
  • Provide FNOL, assignment and reassignment support.
  • Perform other duties as assigned.

Hospitality Clerk

Holiday Inn Express Hotel
11.2017 - 02.2021
  • Communicated with customers to promptly resolve complaints and address inquiries.
  • Reduced risks by maintaining clean and organized work environment.
  • Greeted guests with friendly and professional acknowledgment to build rapport.
  • Trained new staff members on proper customer service and hospitality policies.
  • Delivered excellent customer service to support company reputation and patron satisfaction.
  • Monitored staff performance and provided feedback and guidance.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Prepared reports on guest satisfaction levels and other metrics.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards.
  • Trained new staff members in customer service techniques and hotel operations.
  • Enforced policies and procedures to increase efficiency.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Coordinated with vendors for repair and maintenance of hotel.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Processed payments with focus on accuracy and correct cash-handling procedures.
  • Maintain an update monthly forecast for how many customers we will have arrive at the hotel.
  • Manage front desk task for a 75 room, full service hotel.

Network Technician

Commonwealth of Kentucky
09.2008 - 02.2016
  • Monitored operational and security procedures for numerous computers in network, related systems administration and maintenance protocols.
  • Installed cabling, wireless routers and telephone systems for data communications networks.
  • Oversaw [Number] desktops in Windows domain and installed firewalls to connect and protect users.
  • Assigned application access, security roles and permissions.
  • Traveled to remote office locations to install nodes and implement client software rollouts.
  • Performed system patches, service packs, hot fixes and new security configurations.
  • Configured and maintained network backup and recovery procedures.
  • Collaborated with network administrator in moving private folders to new Exchange servers.
  • Performed necessary maintenance to support network availability.
  • Oversaw and managed operational and security requirements for numerous computers in network, related systems administration and regular maintenance.
  • Configured rack server network hardware considering rail depth, hardware mounting and cable routing.
  • Increased domain levels by closely managing Windows domain move.
  • Worked with outside vendors for fiber installations and service.
  • Diagnosed and resolved hardware, software and network problems and replaced defective components.
  • Replaced failed hardware in server rack systems, swapping hard disks, power supplies and other field serviceable components.
  • Provided detailed reporting on performed maintenance and repairs to support overall network health and recovery efforts.
  • Supported users both local and by phone with problem resolution and education.
  • Dressed and installed fiber cabling and hardware.
  • Ran cabling and installed data drops for new node installations.
  • Installed patches and performed backups, system builds and image updates.
  • Maintained thorough understanding of local area and wide area networking and components.
  • Provide level 1-4 support, assistance, problem determination, and resolution to network equipment and software to the COT users and partners.
  • Installed and maintained For The Record software for the Unemployment Appeals Branch within the Education Cabinet.

Education

No Degree - Information Technology

Kentucky State University
Frankfort, KY

High School Diploma -

Frankfort High School
Frankfort, KY
06-2002

Skills

  • Application installations
  • Remote assistance
  • Technical support
  • Hardware and software installation
  • Hardware support
  • Technical documentation
  • Network troubleshooting
  • Hardware troubleshooting
  • System configuration
  • Operating systems
  • Ticketing systems
  • System administration

Timeline

Support Engineer

Instructure Canvas
05.2022 - 10.2024

Quality & Support Services Specialist

Alacrity
02.2021 - 05.2022

Hospitality Clerk

Holiday Inn Express Hotel
11.2017 - 02.2021

Network Technician

Commonwealth of Kentucky
09.2008 - 02.2016

No Degree - Information Technology

Kentucky State University

High School Diploma -

Frankfort High School

Similar Profiles

CREATE PROFILE
Michael Gross