Summary
Overview
Work History
Education
Skills
Timeline
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Michael Jolley

Concord,NC

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

9
9
years of professional experience

Work History

Application Support Lead

Armstorng Transport Group
03.2019 - Current
  • Support Dev-ops team by creating, updating and closing Jira service tickets.
  • Provisioned new software and hardware for use, following established security policies.
  • Test reported company software issues by recreating user experience to relay to, the Dev-ops team properly.
  • Responsible for troubleshooting user issues ranging from desktops, laptops, tablets, ipads, or any other company-wide connected devices
  • Delivered Tier 2 and Tier 3 support for problem identification, diagnosis, and issue resolution.
  • Spearheaded inventory control measures to replenish and maintain IT equipment.
  • Detailed upcoming software upgrades and system sprints to team members.
  • Managed onboarding and offboarding of employees.
  • Contributed to root cause analysis to determine core reason for failures and errors.
  • Supported quality team members during corrective action updates.
  • Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
  • Documented testing procedures for developers and future testing use.
  • Provided network support services for devices such as hubs, bridges, routers, and other hardware.
  • Tested functionality and compatibility of new programs or updates in comparison to existing applications.
  • Walked individuals through basic troubleshooting tasks.
  • Documented support interactions for future reference.
  • Installed and configured network printers and other peripheral devices.
  • Reviewed, evaluated, and identified requirements for testability.
  • Created comprehensive test plans, test scripts, and use cases to support testing objectives.

Field Technician

Spectrum / Charter communications
06.2018 - 03.2019
  • Used various tools and devices to investigate and repair residential service issues
  • Replaced and installed service equipment as needed based on service orders
  • Stocked company vehicle with equipment based on that days job load
  • Provided customer education on services, devices and connected devices
  • Returned damaged, old and used equipment to assigned warehouse location weekly
  • Followed company safety standards while performing installs or completing service calls

Helpdesk Technician

The Cato Corporation
02.2018 - 06.2018
  • Troubleshoot POS hardware and software
  • Supported credit, pricing, reporting, polling and email systems
  • Assisted with register base units, monitors, barcode scanners, printer and hand held devices shut down / reboots remotely via bomgar
  • Use call logging system to identify, document, escalate reported issues
  • Take inbound calls to assisted store agents and field technicians

ERC-Transport Repair Tech, Windstream Communications
04.2016 - 02.2018
  • Utilize multiple systems to verify services and perform in-depth trouble isolation and repair
  • Maintain workload via trouble ticket queue, detailing each ticket with notes of steps and actions performed with status and resolution
  • Worked with various carriers / isp's while advocating for the customer and escalating where needed internally and externally
  • Used general understanding of telecom switching topology and osp to understand where to troubleshoot issues Performed remote testing of T1 circuits using via react
  • Used Remedy, SAP, and Meta Solve (M6) to track and update tickets
  • Log in to routers to reboot and view up time while making minor config changes when needed

Techincal Support Expert

Verizon Wireless
07.2014 - 04.2016
  • Took inbound customer technical support calls, while completing tier 1 troubleshooting steps
  • Place / track replacement device order
  • Used trouble ticket system to create, track and update customer device issues and resolutions
  • Used company and vendor knowledge base to troubleshoot all devices provided by Verizon and the appropriate operating systems
  • Followed appropriate steps to adhere to company policy to achieve highest net promoter scores as possible
  • Took escalated technical calls
  • Used available remote access tools to check devices for additional troubleshooting
  • Educated customers on device uses while coaching them to achieved goals

Education

BS - Recreation Administration

Barber-Scotia College
Concord, NC
2001

Skills

  • Office 365 Administration
  • G-Suite Administration
  • Remedy, Jira, Heat, and SAP ticketing system usage
  • Customer Service
  • Documentation
  • Networking
  • Cabling
  • SQL Basics
  • Active Directory
  • Project Management
  • Network Firewall Management
  • Software Change Management

Timeline

Application Support Lead

Armstorng Transport Group
03.2019 - Current

Field Technician

Spectrum / Charter communications
06.2018 - 03.2019

Helpdesk Technician

The Cato Corporation
02.2018 - 06.2018

ERC-Transport Repair Tech, Windstream Communications
04.2016 - 02.2018

Techincal Support Expert

Verizon Wireless
07.2014 - 04.2016

BS - Recreation Administration

Barber-Scotia College

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Michael Jolley