Michael Kubryk
Summary
Video Managed Service Technician at HP with a strong record of improving service quality and fostering client relationships. Skilled in problem-solving and communication, driving efficiency in support solutions. Proven ability to deliver exceptional results in high-pressure environments.
Overview
2027
2027
years of professional experience
Work History
Independent Contractor
Self-employeed
Methuen
2023 - Current
- Provided IT services to companies without an IT team.
- User management within AD, Google Workspace or Microsoft 365.
- Manage user onboarding and offboarding processes, including new employee setup (PC, phone, mobile, cloud services).
- Managed their phone system, extensions and calling queues.
- Utilized Microsoft Intune to managed device.
- Migrated devices from Windows 10 to Windows 11.
Video Managed Service Technician
HP
Andover
06.2016 - 03.2026
- Oversaw monitoring of customer networks and systems in accordance with signed SLA agreements to maintain service quality.
- Acted as the primary liaison for key clients, fostering strong relationships that resulted in increased trust and collaboration across teams.
- Facilitated interactions between Poly's Certified Service Partners, external customers, and internal support teams to ensure alignment and effective service delivery.
- Monitored and triaged IT support requests, investigated and resolved software, hardware, and networking problems, escalating complex issues when necessary.
- Documented reported issues and resolutions, enhancing team efficiency and client satisfaction through improved communication and transparency.
- Created a centralized repository of technical articles that streamlined support processes, fostering collaboration and knowledge sharing across teams.
- Troubleshoot video conference devices and call flow (Zoom & Teams) issues using Wireshark and device logs.
- Utilized different ticketing systems over the years from Siebel, Change Gear, ServiceNOW, Salesforce and Jira.
Technical Services Escalation Specialist
Axis Communications
Chelmsford
05.2009 - 05.2016
- Managed complex, high-priority cases and replicated issues in lab to expedite resolution and guide future troubleshooting efforts.
- Resolved cases created through our online ticket system as one of the highest performers on the team.
- Troubleshot vlans, unique network designs, wireless mesh networks, and infrastructure devices, identifying and resolving latency and routing problems.
- Provided remote desktop support for our customers utilizing WebEx, LogMeIN, TeamViewer or VNC.
- Developed internal and external documentation for complex troubleshooting and training, enhancing clarity and accessibility for users.
- Trained and onboarded new hires within 3 months, enhancing team productivity through structured training programs and mentorship.
- Actively involved in training initiatives to support personal and team development.
- Visited the customer's site to troubleshoot issues and provide feedback to installers and developers.
- Promoted to Senior Technical Service Engineer within my first year, then to Escalation specialist within 3 years.
- Studied principles of optics and video surveillance technologies, including field of view, IR illuminator function, and power over Ethernet, along with high and low voltage wiring.
Infrastructure Support Analyst
MessageLabs / Symantec Inc.
New York
07.2006 - 11.2008
- Monitored and investigated issues for over 4500 servers, performing hardware and software upgrades to ensure optimal performance.
- Troubleshot and resolved level I and II infrastructure support issues, enhancing system reliability.
- Communicated with ISPs and Data Centers in the event of service derogation within our tiers.
- Troubleshoot, configure and modify security technologies such as anti spam, anti-virus, image control, web proxy and content control services.
- Utilized VMware to test client configurations for troubleshooting connection issues.
- Developed and maintained internal knowledge base for undocumented problems and resolutions, streamlining support processes.
- Maintained, Configured and installed Red Hat Enterprise on HP DL360 Servers.
- Installed, configured and maintained Cisco products such as Local Directors, CSS and switches.
- Investigated TLS, Mail server, Routing and proxy server problems.
- Experience with configuration and testing of Microsoft ISA and SQUID proxy servers.
Summary
- 20+ years of providing world-class technical support with phone, email, chat and in-person and trained to handle challenging and difficult customer.
- Ability to quickly learn new skills both software and hardware and the flexibility to adapt to changes in technology.
- Ability to research and think outside the box for more advanced problems and drive to resolution.
- Outstanding customer service and communication skills (interpersonal, oral, and written)
- Expert experience with PC Hardware Installation, Diagnostics, Configuration, Troubleshooting and Repair.
- Expert knowledge of Microsoft latest Operating Systems and Linux OS.
- Proficiency with Microsoft Suite; experience with MFA, SSO, Active Directory, and O365
- Proven ability to understand and troubleshoot complex situations, Strong documentation skills and proficient with Microsoft Office.
- Understanding of Ohms Law, signal wiring, soldering skills and schematics.
- Utilized Wireshark for data capturing and device logs to diagnose issues.
- Utilizing VMware ESXi and VirtualBox for testing applications in a sandbox.
- Basic Active-Directory administration.
- Worked with Salesforce, Jira, Change Gear and Siebel
Timeline
Video Managed Service Technician
HP
06.2016 - 03.2026
Technical Services Escalation Specialist
Axis Communications
05.2009 - 05.2016
Infrastructure Support Analyst
MessageLabs / Symantec Inc.
07.2006 - 11.2008
Independent Contractor
Self-employeed
2023 - Current