Summary
Overview
Work History
Education
Skills
References
Timeline
Certification
Work Availability
Accomplishments
AdministrativeAssistant
MICHAEL HERFLICKER

MICHAEL HERFLICKER

Absecon,NJ

Summary

Responsible Technician with excellent troubleshooting, customer service and analytics skills. Broad skills in IT Support and management. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

3
3
years of professional experience

Work History

Senior IT Support Technician

Ocean Casino Resort
08.2022 - Current
  • Help Desk Level I and II Support.
  • Microsoft Office Experience.
  • Providing technical support for computer issues and software.
  • Using remote assistance to help resolve issues.
  • Maintaining, analyzing, troubleshooting computer hardware, software, peripherals.
  • Trained new technicians on standard operating procedures, ensuring consistency across the team.
  • Managed helpdesk tickets effectively, prioritizing tasks based on urgency while maintaining excellent communication with users.
  • Collaborated with team members to convert and upgrade an entire casino system, ensuring optimal functionality.
  • Applied critical thinking and research to address complex issues.
  • Mentored junior technicians in IT level I Support.
  • Improved system performance by troubleshooting and resolving hardware, software, and network issues.
  • Developed detailed documentation for IT processes and procedures, improving overall departmental organization and communication.
  • Basic Active Directory knowledge.
  • Cultivated productive working relationships with colleagues from diverse backgrounds, fostering effective teamwork within the organization.
  • Observed equipment operation to diagnose and troubleshoot reported issues.
  • Developed comprehensive documentation for complex issues and procedures, increasing efficiency among technicians.
  • Assisted with windows Vulnerability Remediation’s.
  • General network troubleshooting (Switches, IPv4, setting static/dynamic IPs)
  • Troubleshooting and setting up Network printers.
  • Supported remote users by troubleshooting VPN connectivity issues ensuring seamless access from offsite locations.
  • Installed new workstations, printers, scanners as part of ongoing technology refreshes.
  • Enhanced customer satisfaction by providing timely and efficient technical support for various IT-related problems.
  • Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.

Assistant General Manager

The Briad Group
06.2016 - 09.2022
  • Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
  • Motivated, trained, and disciplined employees to maximize performance.
  • Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
  • Increased customer satisfaction by addressing and resolving concerns in a timely manner.
  • Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
  • Managed financial aspects of the business, including budgeting, forecasting, cash deposits, employee labor, and cost for optimal profitability.
  • Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
  • Handled cash accurately and prepared deposits.
  • Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
  • Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
  • Improved employee morale through recognition programs that acknowledged individual achievements and team successes

Education

High School Diploma -

Toms River High School North
Toms River, NJ
06.2018

Certificate - IT

Google IT Support Professional Certificate
06.2024 - 08.2024

Skills

  • Customer Service
  • Computer Skills
  • Microsoft Office
  • Management Experience
  • Schedule Management
  • Hardware/Software Troubleshooting
  • Deploying/Imaging Computers
  • Creating end user accounts
  • Basic Network Troubleshooting
  • Providing Technical Support
  • Remote Support
  • Hardware Installation
  • Security Protocols
  • Attention to Detail

References

  • Nicholas Floria, 732-281-7048, Help Desk Support Technician 2, Cubx
  • John Coon, 732-600-5540, Physical Fitness Trainer, Planet Fitness

Timeline

Certificate - IT

Google IT Support Professional Certificate
06.2024 - 08.2024

Senior IT Support Technician

Ocean Casino Resort
08.2022 - Current

Assistant General Manager

The Briad Group
06.2016 - 09.2022

High School Diploma -

Toms River High School North

Certification

Google IT Support Professional Certificate
August/2024
Eight-month IT support program, developed by Google, that covers troubleshooting, customer service, networking, operating systems, system administration, and security, and includes hands-on labs

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Promoted to Senior Help Desk after 16 months of employment.
  • Trained and led over 4 help desk support technicians over the course of 6 months.
  • Best Employee in Attendance award.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

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MICHAEL HERFLICKER