MICHAEL J. LEBLANC
Palm Bay
Summary
Technical support specialist with extensive experience, focusing on troubleshooting satellite internet systems and enhancing operational efficiency. Proven track record in resolving complex connectivity issues while delivering exceptional customer service. Proficient in network administration and adept at managing high-pressure environments to ensure uninterrupted communication across global fleets. Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Support Specialist II - NOC
GOGO / SATCOM DIRECT
Melbourne
05.2023 - Current
- Collaborated with Network Operations Center team to maintain situational awareness across fleet, enhancing response capabilities.
- Troubleshoot and support satellite internet systems, aircraft routers (SDR/SDRG), and onboard avionics networking equipment
- Analyze modem/router logs, data trends, and key performance metrics to proactively identify and resolve connectivity issues
- Configured routers, provisioned user access, and tested new firmware versions in lab and live environments to ensure optimal performance
- Assist with datalink ATC communications and troubleshoot VHF/RF-based systems
- Support RF and VHF communication systems, providing direct troubleshooting for aircraft experiencing signal degradation or failure
- Collaborate with avionics mechanics and technicians worldwide to resolve complex technical issues
- Provide technical support for in-flight connectivity and communication systems across a global fleet
- Identified systemic issues, documented findings, and recommended process enhancements to support continuous improvement initiatives
Information Technology - Field Engineer
ESSENTIALNET SOLUTIONS.
Melbourne
10.2022 - 05.2023
- Visit clients on-site to assist with issues and escalations that could not be handled remotely
- Perform Onsite assessments of client equipment and network
- Troubleshoot network issues
- Monitor network and email security for clients
- Managed client backups using Back-Up Radar and Acronis to ensure data integrity
- Perform installs of new equipment for clients
- Create new users in Active Directory and setup new or existing workstations
- Perform Microsoft 365 Migrations for clients
- Use Barracuda to help clients filter spam and malicious emails
- Act as an escalation point for Help Desk
- Resolve escalations for the help desk
- Escalate issues following standard operating procedures for each client
- Patch ports from panels and switches
- Mount and deploy access points
- Run ethernet cables through ceilings
- Programmed access points to configure network settings and optimize performance for client environments.
- Collaborated with vendors to address and resolve warranty issues on faulty equipment
- Take part in project planning and team meetings
- Supported research projects to enhance operational processes
- Assist with completing the help desk tickets
Information Technology - Field Service Technician III
The Tech Company 321, LLC.
Melbourne
10.2021 - 10.2022
- Led the team in the supervisor's absence.
- Assumed Field Technician Level 1 responsibilities and duties
- Troubleshoot more complex network issues
- Facilitated server backups to ensure data integrity
- Executed Office 365 migrations for clients
- Installed servers and configured active directory
- Resolved network outages to restore service continuity
- Managed escalated issues from lower support tiers
- Assist in maintaining Synology and MSP/Back Blaze Back-ups
Information Technology - Field Service Technician I
The Tech Company 321, LLC.
Melbourne
10.2020 - 10.2021
- Receive and process service requests
- Assisted users via inbound calls and emails, providing efficient support across Brevard County.
- Go on-site to various companies and businesses to complete service requests
- Conducted on-site visits to resolve technical issues, enhancing client satisfaction.
- Responded to alerts from ConnectWise and AutoTask to ensure timely service delivery.
- Troubleshoot Network related issues
- Upgrade Servers and Windows Machines
- Deploy PCs and Domain Servers
- Deploy VPNs
- Deploy 3CX IP Phones
- Program and configure routers and wireless access points
- Configure Raspberry Pis to enact as SBC for 3CX Phones
- Configure and deploy of 3CX site for phone and extension management
- Executed password resets for user accounts to maintain security protocols.
- Work with various Machines such as SONO SITE II Ultrasound and EDR Eye imaging Machines
- Follow HIPAA and other Non-Disclosure Guidelines
- Installation of Domain Controllers and Active Directory
- Create and manage IDs for various companies
- Build rapport with various clients
Information Technology - Information Technology Service Desk
Percepta
Melbourne
09.2019 - 10.2020
- Provide end-user support and answer service calls
- Monitor queues and service tickets
- Resolved escalated ID issues to restore user access promptly.
- Led ID management team to maintain operational efficiency.
- Reimaged computers for new employee setups.
- Grant access to various applications to users
- Work with other techs in different states on company issues or projects
- Use of Active Directory for ID Creation
- Troubleshoot VPN Software: Cisco Anyconnect, Global Protect, and Citrix
- Deploy user to WFH during the COVID-19 event
- Delivered on-call support for technical issues outside regular hours.
- Manage inventory and catalog equipment
- Create and update training material for new Service Techs
- Assist in training new technicians
- Work with Telecom to assign Avaya and Station IDs
- Use remote software to troubleshoot: Connectwise, Zoom, and Webex
- Collaborated with various teams and managers to address technical challenges.
- Assist Project Managers in Launching Programs and new Departments
- Use of Cayosoft for provisioning IDs with Office 365
- Provide remote support to other remote users
Business Assistance Center - Technical Support Rep.
Percepta
Melbourne
07.2018 - 09.2019
- Managed phone and email requests for technical assistance while performing Tier 1 and 2 troubleshooting to provide timely support
- Troubleshoot dealer applications, software, and hardware concerns
- Resolved username and password inquiries to ensure seamless user access
- Create and escalate tickets using the Microsoft CRM (admin) and JIRA
- Manage ticket system and queues
- Assisted Tier 2 and 3 Support teams with technical issues
- Utilized DOS for Navis and CONCEPS software to manage data effectively.
- Verify proper software set up(s)
- Established dealer rapport and conducted scheduled follow-ups to enhance case management
- Active participant in weekly meetings with the team and supervisory staff to maintain service level
- Empowered to act as Network Admin for Ford and Lincoln dealerships in the US and Canada
VEHICLE PROGRAMS REPRESENTATIVE
PERCEPTA
MELBOURNE
06.2017 - 07.2018
SECURITY OFFICER
ALLIED UNIVERSAL SECURITY SERVICES
MAITLAND
05.2017 - 12.2017
SECURITY OFFICER/ X-RAY SCREENER
U.S. SECURITY ASSOCIATES
PORT CANAVERAL
01.2017 - 05.2017
CALL CENTER AGENT (SEASONAL POSITION)
RADIAL
MELBOURNE
10.2016 - 01.2017
IT SPECIALIST/ HEAD OF HELP DESK
AIRSCAN
TITUSVILLE
03.2014 - 08.2016
- Identify, diagnose, and resolve problems for users on network, or software and hardware support
- Provide one-on-one end-user problem resolution
- Ensure services comply with client, state, and federal regulatory requirements to maintain operational integrity
- Document issues and generate reports detailing problems in ticket system to facilitate timely resolution
- Installed new desktop systems, reimaged units for team members
- Maintained server performance and security protocols to ensure system reliability.
- Operated SATCOM equipment for communication and data transmission tasks.
Education
Bachelor of Science Degree - Information Systems Technology
Seminole State College
Orlando, FL08.2025
Aero IT -
Satcom Direct
01.2023
Network+ -
01.2023
Associate of Science Degree - Information Systems Technology
Seminole State College
Orlando, FL01.2022
IT Client Specialist Certificate -
Seminole State College
Orlando, FL01.2022
Computer Repair and Installation Certificate -
Seminole State College
Orlando, FL01.2022
Adobe Photoshop CS5 -
Certiport
ConnectWise Certified -
Skills
- Network Administration
- Network troubleshooting
- Security
- Meet SLA Ticket Requirements
- Issue resolution
- Windows and Mac OS
- Microsoft Office 365
- Active Directory
- Windows Server
- Linux CLI
- VPN
- Barracuda
- Dell Sonic Wall
- WatchGuard Firewall
- NetGear Switches
- SDR and SDRG Routers
- Ubiquiti Access Points
- Unifi Cloud Controller
- WorkPlace Remote Apps
- 3CX and Mitel Phone Systems Knowledge
- PBX
- Risk Management/Mitigation
- Enterprise IT
- Athena
- High-stress adaptability
- Task prioritization
- Organized
- Adaptable Multitasker
- Splunk
- Avionic Routers
Certification
- IT Client Specialist Certificate, Seminole State College, 05/01/22
- Computer Repair and Installation Certificate, Seminole State College, 05/01/22
- Adobe Photoshop CS5 - Certiport Certification
- ConnectWise Certified
- Aero IT - Satcom Direct, 06/01/23 (Expires 06/01/26)
- Network+, 05/01/23 (Expires 05/01/26)
Affiliations
Competitive Strategy Gaming (Magic the Gathering)
Timeline
Technical Support Specialist II - NOC
GOGO / SATCOM DIRECT
05.2023 - Current
Information Technology - Field Engineer
ESSENTIALNET SOLUTIONS.
10.2022 - 05.2023
Information Technology - Field Service Technician III
The Tech Company 321, LLC.
10.2021 - 10.2022
Information Technology - Field Service Technician I
The Tech Company 321, LLC.
10.2020 - 10.2021
Information Technology - Information Technology Service Desk
Percepta
09.2019 - 10.2020
Business Assistance Center - Technical Support Rep.
Percepta
07.2018 - 09.2019
VEHICLE PROGRAMS REPRESENTATIVE
PERCEPTA
06.2017 - 07.2018
SECURITY OFFICER
ALLIED UNIVERSAL SECURITY SERVICES
05.2017 - 12.2017
SECURITY OFFICER/ X-RAY SCREENER
U.S. SECURITY ASSOCIATES
01.2017 - 05.2017
CALL CENTER AGENT (SEASONAL POSITION)
RADIAL
10.2016 - 01.2017
IT SPECIALIST/ HEAD OF HELP DESK
AIRSCAN
03.2014 - 08.2016
Bachelor of Science Degree - Information Systems Technology
Seminole State College
Aero IT -
Satcom Direct
Network+ -
Associate of Science Degree - Information Systems Technology
Seminole State College
IT Client Specialist Certificate -
Seminole State College
Computer Repair and Installation Certificate -
Seminole State College
Adobe Photoshop CS5 -
Certiport