Summary
Overview
Work History
Education
Skills
Certification
Dungeons and Dragons
Timeline
Generic

Michael Hannah

Spring Hill,TN

Summary

Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.


Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.


Hardworking and passionate job seeker with strong organizational skills, ready to help the team achieve company goals.


Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems.


To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Tier 2 Support Technician

Johnson Business Technology Solutions Inc.
02.2021 - Current
  • Assisted in the development of training materials to improve team knowledge and performance levels.
  • Contributed to higher customer retention rates through diligent attention to detail and personalized support experiences.
  • Documented incident reports, ensuring accurate record-keeping for future reference and analysis.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.
  • Installed, configured and maintained computer systems and network connections.
  • Installed and configured operating systems and applications.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Demonstrated strong problem-solving abilities by effectively identifying issues and implementing appropriate solutions, resulting in reduced client downtime and increased satisfaction.
  • Served as a mentor to junior technicians, sharing best practices and fostering professional development.
  • Improved troubleshooting efficiency by creating comprehensive knowledge base articles for common issues.
  • Actively participated in continuous improvement initiatives aimed at optimizing existing support processes.
  • Collaborated with cross-functional teams to identify, diagnose, and resolve software and hardware problems.

Janitorial Worker

Brentwood Baptist Church
05.2015 - 04.2021


  • Maintained a safe work environment through regular inspections and adherence to safety protocols.
  • Ensured prompt response to emergency situations, minimizing downtime and potential hazards.
  • Streamlined inventory management with systematic organization of cleaning supplies and equipment.
  • Swept hard surface floors using broom or push broom dust mop.
  • Improved overall facility appearance through consistent attention to detail and adherence to cleaning schedules.
  • Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
  • Kept floors clean and hazard-free through regular sweeping, mopping, vacuuming, and polishing activities.
  • Enhanced cleanliness and sanitation by routinely performing thorough cleaning tasks in assigned areas.
  • Reduced the spread of germs by regularly disinfecting high-touch surfaces such as door handles and light switches.
  • Kept building spaces premises clean inside and outside.
  • Maintained a safe environment for building occupants by promptly addressing spills, debris, and other hazards.
  • Assisted in maintaining inventory levels of cleaning supplies, ensuring timely replenishment when necessary.

Correctional Officer

Davidson County Sheriff's Office
02.2016 - 06.2016
  • Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
  • Searched cells of inmates to identify and confiscate contraband and other prohibited items.
  • Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
  • Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
  • Escorted inmates to and from cells, court, hospitals, and medical appointments.
  • Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
  • Prepared, processed and maintained forms, reports, logs, records, and activity journals.
  • Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
  • Tracked inmates through head counts, visitor logs, and scheduled activities.
  • Maintained accurate records of inmate incidents or infractions using electronic databases or written logs as required.
  • Conducted efficient inmate transfers, adhering to strict security protocols while maintaining order and control throughout the process.
  • Observed behavior of residents individually and in groups.
  • Supported mental health initiatives for inmates by connecting them with appropriate resources and services within the facility.

Factory Production Worker

American Fabricators Inc.
08.2014 - 05.2015
  • Unloaded and loaded items from conveyors, machines, and conveyances.
  • Ensured products met company standards through meticulous quality control inspections, resulting in fewer returns or defects.
  • Enhanced production efficiency by operating various machinery and equipment in a timely manner.
  • Upheld cleanliness standards throughout the factory floor, ensuring a hygienic work environment conducive to productivity.
  • Addressed potential safety hazards quickly, reducing the risk of accidents or injuries among staff members.
  • Participated in regular performance evaluations, identifying areas for growth and development within the role.
  • Performed preventive maintenance on machines and equipment, prolonging their lifespan and minimizing downtime.
  • Exceeded daily production targets consistently due to efficient time management skills and strong attention to detail.
  • Operated sheet metal machines proficiently and in compliance to safety standards.

Projectionist

Carmike Cinemas
03.2013 - 08.2014
  • Performed scheduled prevention maintenance and emergency repairs to keep projection systems in good working order.
  • Interacted with public and internal customers to answers questions and complete ticket and concessions sales and cleaning duties.
  • Watched presentation to focus on show quality, technical difficulties, projector light level and film threading.
  • Inspected and prepared video tapes, discs and packages for screenings and maintained film print and soundtrack in best possible condition to optimize viewing.
  • Collaborated with management to plan special events, including film festivals and private screenings.
  • Optimized visual quality by calibrating projector settings according to specific screen dimensions and lighting conditions.
  • Improved overall theater efficiency through regular communication with colleagues about scheduling changes or equipment updates.
  • Maintained a clean and safe projection booth, adhering to safety regulations and industry best practices.
  • Managed digital cinema systems effectively while transitioning from traditional film-based projectors to modern digital technology.
  • Demonstrated professionalism by maintaining punctuality, reliability, and a high level of attention to detail in all tasks performed.
  • Expeditiously resolved any unexpected technical difficulties that arose during screenings, minimizing impact on audience enjoyment.
  • Assisted in resolving technical issues, troubleshooting equipment malfunctions for minimal disruption to moviegoers.
  • Set up and operated cinema system for public screenings and lectures and executed necessary adjustments for format and aspect ratio changes.
  • Inspected movie films prior to film showings to verify completeness and condition.
  • Monitored operations to assess adherence to standards for sound and image projection quality.

Shift Manager

McDonald's
04.2011 - 03.2013
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Excelled in every store position and regularly backed up front-line staff.
  • Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
  • Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
  • Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
  • Scheduled staff to establish adequate coverage during peak business hours.
  • Addressed and resolved staffing issues promptly, minimizing disruptions to shift operations and maintaining service standards.
  • Resolved customer complaints with effective problem-solving techniques, maintaining high levels of customer loyalty.

Education

No Degree - Criminal Justice

Middle Tennessee State University
Murfreesboro, TN

High School Diploma -

Independence High School
Thompson's Station, TN
05.2012

Skills

  • Remote Support
  • Operating System Knowledge
  • Software Installation
  • Security Protocols
  • Application support
  • Backup solutions
  • Mobile Device Support
  • Server maintenance
  • Data Recovery
  • Customer Service
  • Desktop support
  • Ticket management

Certification

NSE 1 Fortinet

NSE 2 Fortinet

Dungeons and Dragons

I have a passion for all things nerdy, and D&D is one of those hobbies that implements many skills I have learned over the years, especially as a Dungeon Master. Improvisation, camaraderie, problem-solving, turn-based combat, and occasionally a little bit of comedic value as well, all provide insight into my character and work ethic. 

Timeline

Tier 2 Support Technician

Johnson Business Technology Solutions Inc.
02.2021 - Current

Correctional Officer

Davidson County Sheriff's Office
02.2016 - 06.2016

Janitorial Worker

Brentwood Baptist Church
05.2015 - 04.2021

Factory Production Worker

American Fabricators Inc.
08.2014 - 05.2015

Projectionist

Carmike Cinemas
03.2013 - 08.2014

Shift Manager

McDonald's
04.2011 - 03.2013

No Degree - Criminal Justice

Middle Tennessee State University

High School Diploma -

Independence High School

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Michael Hannah