Michael Hilson
Fairmont,WV
Summary
Accomplished Computer Technician and IT Support Specialist with 30 years of diverse industry experience, showcasing a strong commitment to procedural compliance and effective process management. Demonstrated excellence in delivering exceptional customer service in both remote and in-person settings, consistently ensuring client satisfaction and operational efficiency. Robust operational and communication skills enable seamless collaboration and innovative problem-solving within dynamic environments. Dedicated to leveraging extensive technical expertise to drive organizational success and enhance user experiences while fostering a culture of continuous improvement.
Overview
34
34
years of professional experience
Work History
Assistant Network Administrator/IT Support Specialist
Whynadot Inc
10.2014 - Current
- Support for the initial setup & continued operation, configuration and optimization of network servers, desktops/laptops, some networking devices, and all installed software and created images for desktop setup.
- Maintained Active Directory (AD) environment to comply with standards of organization and provided full service
- First line support to staff during normal business hours and after-hours telephone and remote support as required, along with supervision of remote technology and remote support for field employees.
Enterprise Support Specialist 2
BHEGT & Fairmont
10.2023 - 07.2025
- Work independently or with general direction.
- Provide integrated team support and maintenance of LAN hardware and software.
- Perform LAN security procedures.
- Implement PC/LAN policies procedures and standards and ensures their conformance with information systems and company objectives.
- Instruct/train users on new devices.
- Provide liaison support between the PC/LAN team vendors and PC desktop group as needed.
- Provide LAN server support.
- May orient users on operation.
- Responsible for working in multi-platform environments on multiple project assignments.
- Guide and advise less experienced LAN Administrators as required.
- Act as a project work team/group leader
- Provided technical support for software applications, enhancing user experience and satisfaction.
- Assisted in troubleshooting hardware and software issues, ensuring timely resolution for end-users.
- Facilitated training sessions on new systems, improving team competency and operational efficiency.
- Developed documentation for procedures, standardizing processes and enhancing team knowledge base.
- Analyzed user feedback to inform strategic decisions on software updates and feature enhancements.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
- Assisted in deployment of software updates to improve system functionality and user experience.
- Conducted regular follow-ups with customers to ensure their issues were fully resolved and to gather feedback for service improvement.
- Acted as liaison between support team and other departments to ensure unified approach to customer satisfaction.
- Played key role in achieving industry-leading customer service ratings by consistently delivering beyond expectations.
- Simplified user guides and FAQ sections, making it easier for customers to find solutions independently.
- Developed and maintained knowledge base to assist in faster resolution of common issues.
- Collaborated with development team to report bugs and suggest improvements, leading to more reliable software releases.
- Trained new team members on support protocols and tools, enhancing team efficiency and service quality.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
DESKTOP/FIELD SUPPORT TECH
BFS Foods, Inc. | BFS Companies
08.2022 - 10.2023
- Provide technical support via calls by phone, email, remote login and in person to our remote location end users.
- Installing and configuring an OS, software and hardware including Windows 10, Microsoft Office, printers, surveillance systems and pre-configured routers, switches and firewalls
- Provided hands-on support to clients, addressing inquiries and facilitating equipment troubleshooting effectively.
- Conducted routine maintenance on equipment, enhancing operational reliability and minimizing downtime.
- Diagnosed and resolved technical issues in field operations to ensure uninterrupted service delivery.
- Enhanced system performance by troubleshooting and resolving hardware and software issues.
- Established strong lines of communication with customers regarding status updates on pending service requests or repairs needed in their facilities or infrastructure setups.
- Achieved faster response times by prioritizing and managing multiple service requests simultaneously.
- Demonstrated adaptability by quickly learning new technologies and devices, enabling more effective problem-solving skills when addressing future challenges related to these innovations.
- Assisted in the development of company-wide best practices for field support services, contributing to overall operational excellence.
- Improved customer satisfaction by providing timely and effective technical support for various systems.
- Collaborated with cross-functional teams to deliver high-quality solutions for diverse client challenges.
- Elevated customer confidence by providing remote support when onsite assistance was unavailable or impractical due to distance constraints.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Followed safety procedures to avoid injuries in field.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Maintained company field response vehicle stocked with repair and replacement parts valued over $25000.
- Replaced defective components and parts on malfunctioning computers and office machines.
- Assisted customers with technical support inquiries.
- Restored data on computers and office machines.
- Updated and replaced outdated drivers and software for computers and office machines.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Installed and maintained automated teller machines in retail stores.
- Streamlined equipment repair processes to minimize day-to-day downtime and increase overall productivity.
- Serviced all equipment for expedient repair and minimal downtime.
Technology Support Consultant II
State of Kansas DCF
03.2005 - 10.2014
- First level user support with a focus on Customer Service as a member of the regional IT helpdesk supporting all users.
- Utilized remote desktop management software for end user support, software installation and pc management.
- Analyzed usage of IT equipment and software in the region to determine future needs in order to make recommendations regarding and purchase or upgrade of equipment and software along with serving in assistant manger position for 8 years.
Software/End User Specialist
US Army
11.1991 - 11.1994
- Responsible for computer deployment and configuration along with end user training.
- Military responsibilities as required by the US Army
- Facilitated communication between leadership and staff to ensure alignment on objectives.
- Evaluated program effectiveness, recommending improvements for enhanced mission success.
- Developed training programs to enhance soldier readiness and operational efficiency.
- Collaborated with cross-functional teams to implement strategic initiatives across units.
- Followed all company policies and procedures to deliver quality work.
- Improved team collaboration by initiating regular strategy meetings.
- Coordinated with IT department to upgrade cybersecurity measures, safeguarding company data.
Education
High school diploma or GED - General
Fairmont State University
Fairmont, WV06.1988
Skills
- Skilled in navigating Microsoft Windows environments
- Directory services management
- VMware infrastructure management
- Network administration
- Technical assistance expertise
- Proficient in office administration
- Payroll processing
- Remote access applications
- Network connectivity solutions
- Network troubleshooting
- IT help desk support
- Voice over IP technology
- DNS troubleshooting skills
- Operating system management
- Dynamic Host Configuration Protocol
- Microsoft Exchange support
- Network infrastructure support
- Technical troubleshooting
- Network protocol expertise
- Business continuity strategies
- Microsoft server management
- Activity planning
- Data compiling
- Trend analysis
- Failure resolution
- Virtualization technologies
- Cost-benefit analysis
- Call management
- Data analysis
- Technical lifecycle management
- Technical operations optimization
Military Service
- Branch: United States Army
- Rank: e-3
Assessments
- Technical Support Skills — Proficient
- March 2019
- Measures a candidate's ability to apply protocols to identify errors and solutions in order to maintain system function.
- Full results: Proficient
- Work style: Reliability — Completed
- March 2020
- Tendency to be dependable and come to work
- Full results: Completed
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Languages
English
Native or Bilingual
Timeline
Enterprise Support Specialist 2
BHEGT & Fairmont
10.2023 - 07.2025
DESKTOP/FIELD SUPPORT TECH
BFS Foods, Inc. | BFS Companies
08.2022 - 10.2023
Assistant Network Administrator/IT Support Specialist
Whynadot Inc
10.2014 - Current
Technology Support Consultant II
State of Kansas DCF
03.2005 - 10.2014
Software/End User Specialist
US Army
11.1991 - 11.1994
High school diploma or GED - General
Fairmont State University