Michael Kaplan
Port Washington,NY
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Diplomatic and friendly with proven commitment to employee training.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Technical Team Lead
The Proactive Technology Group
02.2021 - Current
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Devised and implemented processes and procedures to streamline operations.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Held weekly team meetings to inform team members on company news and updates.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Learned and adapted quickly to new technology and software applications.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Excellent communication skills, both verbal and written.
- Built strong relationships with customers through positive attitude and attentive response.
- Performed installs and maintenance on a wide array of equipment from leading manufacturers including: Dell, Lenovo, HP, Apple, Cisco Meraki, Ubiquiti, SonicWall, Aruba, and Fortigate
- Lead Projects utilizing software such as: Microsoft 365, Google G-Suite, Intermedia, Microsoft Azure, AWS, JumpCloud, ESXi, Hyper-V, Connectwise, IT Glue, GoDaddy, Network Solutions, No-IP
IT Help Desk Technician
The Proactive Technology Group
07.2017 - 02.2021
- Installed, configured and maintained computer systems and network connections.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted with updating technical support best practices for use by team.
Temporary Project Technician
Custom Computer Specialists
03.2017 - 06.2017
- Consistently met or exceeded performance targets as a result of strong planning skills and disciplined execution efforts throughout each stage of the project's lifecycle.
Education
Bachelor of Arts -
Hofstra University
Hempstead, NY05.2016
Skills
- Analytical Thinking
- Work Planning and Prioritization
- Daily workflow improvement
- Team Supervision
- Issue Resolution
- Logistics Coordination
- Attention to Detail
- Product Management
- Staff education and training
- Documentation And Reporting
Certification
- CompTIA A+
- CompTIA Network+
- JumpCloud Core Administrator
Timeline
IT Technical Team Lead
The Proactive Technology Group
02.2021 - Current
IT Help Desk Technician
The Proactive Technology Group
07.2017 - 02.2021
Temporary Project Technician
Custom Computer Specialists
03.2017 - 06.2017
Bachelor of Arts -
Hofstra University
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