Michael Lanier
Deer Park,TX
Summary
Accomplished IT leader with a strong broad-based background working well with teams. Consistently promoted to positions of greater responsibility for exceeding performance objectives. CompTIA Net+ and CompTIA A+ Certified. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Veteran, United States Marine Corps.
Overview
18
18
years of professional experience
1
1
Certification
Work History
IT Services Support Specialist
Texas Oncology
05.2015 - Current
- Assisted users with password resets, significantly reducing lockout incidents and improving overall user experience.
- Collaborated with cross-functional teams to develop innovative solutions for complex IT problems..
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Improved customer satisfaction by providing timely and accurate IT support services.
- Developed comprehensive documentation for IT procedures, facilitating consistency across the organization.
- Configured hardware devices such as printers and scanners, enabling seamless integration into existing networks.
- Conducted regular software updates to ensure optimal performance and reduce vulnerability risks.
- Managed IT inventory, ensuring all equipment was properly maintained and accounted for.
- Enhanced system efficiency by troubleshooting and resolving technical issues for endusers.
- Facilitated smooth technology transitions during office relocations or mergers, ensuring minimal disruption to daily operations.
- Served as primary point of contact for all vendor relations, maintaining strong partnerships to support company needs effectively.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Diagnosed and troubleshot hardware, software and network issues.
Server Administrator
Ventech Information Systems, Inc.
05.2014 - Current
- Maintain knowledge of Windows 2003, 2008 & 2008 R2, including Barracuda Spam and Web Filter to administer servers and systems and handle wiring responsibilities
- Installed or repaired more than 100 security cameras, which is worth in excess of $100,000
- Significantly increased shop network connectivity and issue response time
- Consistently resolved cable and network issues to improve the user experience.
Senior IT Assistant/Flex Instructor
MyComputerCareer.com
06.2013 - Current
- Communicate effectively with colleagues as well as more than 300 students
- Create logical diagrams for network infrastructure using Microsoft Visio
- Image and oversee four Prometric and Pearson VUE testing desktop systems
- Chosen to lead a team of three junior IT assistants and also set-up and manage the school’s first ever Windows Deployment Server
- Saved $5,000 by fixing a network cabling infrastructure and wire management system
- Improved classroom laboratory documentation for CompTIA A+, CompTIA Net+ and various Microsoft Server courses by ensuring the labs met more closely with the objectives.
Desktop Support Technician
The Computer Hospital
02.2014 - 05.2014
- Supported 20 clients with IT support, including managing multiple Active Directory actions
- Managed backup and data recovery for more than 300 devices and 10 servers
- Performed network analysis and basic wireless router setup and management
- Installed and resolved anti-virus software issues on multiple platforms (server and desktops)
- Worked with vendors to upgrade an operating system for a customer
- Virtualized multiple, XP-based operating systems as part of an upgrade to Windows 7.
Network Specialist
American Business Machines
04.2006 - 02.2014
- Assisted clients in multiple ways, including configuring their networks
- Set-up printers for customers to manage their printing, scanning and faxing needs
- Used GoToMeeting software to quickly identify and resolve problems customers were having with their network or printers.
Customer Support Help Desk
American Business Machines
08.2011 - 12.2013
- Saved $50,000 annually by creating this position to respond directly to customer concerns
- Worked with the factory service representative to resolve high-level printer problems
- Coordinated with IT staff of clients to ensure printer operations worked on their network
- Boosted support capability by creating procedures to maintain 75 laptops and mobile phones
- Resolved network connectivity and computer issues, including updating software.
Junior IT Instructor
MyComputerCareer.com
06.2013 - 10.2013
- Helped instructors teach classes, from basic technician to server administration courses
- Tested and improved instructor-made labs, and classroom aesthetics by organizing monitors, plugs and network cables.
Senior Customer Engineer/Product Specialist
American Business Machines
04.2006 - 08.2011
- Saved $6,000 annually after creating a procedure to re-index a multi-functional printer.
Education
Skills
- Laptops; Workstations & Servers (HP)
- Imaging Operations
- Active Directory
- Client/Vendor Relations
- Team Collaboration
- Ticketing System Experience
- IT Asset Management
- Remote Desktop Support
- Software Installation
- Hardware maintenance
- Remote Support
- Desktop support
- Technical issues analysis
- Service support
- Technical Troubleshooting
- Network diagnostics
- User Support
- Hardware upgrades
- User credential management
- Teamwork and Collaboration
- Remote Technical Support
- Interpersonal Skills
- Device Installation
- Employee Computer Support
Accomplishments
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Recipient of individual and departmental awards for providing stellar client service.
- Achieved setting up several clinics by completly installing of computers, Network gear, AP's and other site equipment with accuracy and efficiency.
- Odering of equipment for sites and providing feedback of cost to Administrators
Certification
- Cisco Certified Network Administrator (CCNA); expected June 2015
- CompTIA Net+ Certified
- CompTIA A+ Certified
- Multiple Microsoft Technology Associate certifications
- Transportation Worker Identification Card (TWIC)
Cover Letter
Dear Hiring Manager:
With this letter, I wish to express my strong interest in joining your organization as a (INSERT NAME OF JOB TITLE).
As my accompanying resume indicates, I am an accomplished IT leader with a strong broad-based background working well with teams. During my career, I have been consistently promoted to positions of greater responsibility for exceeding performance objectives. Currently, I am a Help Desk Tier 2/Server Administrator for Ventech Information Systems, Inc. In this role, I have significantly increased shop network connectivity and issue response time. I’ve also resolved cable and network issues to improve the user experience.
I am also currently a Senior IT Assistant/Flex Instructor at MyComputerCareer.com. I lead three junior IT assistants and also set-up and manage the school’s Windows Deployment Server. I’ve also saved $5,000 by fixing a network cabling infrastructure and wire management system.
I am CompTIA Net+ and CompTIA A+ Certified, and expect to earn my Cisco Certified Network Administrator (CCNA) designation in June 2015.
As your employee, you will find me to be a team player committed to exceeding your expectations. I have no doubt that I would be a valuable asset to your operations, and look forward to interviewing with you in the near future.
Sincerely,
Michael Lanier
281-413-3310
Photography
I have been photographing the Houston Rodeo for the past 36 years, I enjoy doing family reunions and nature. I started doing pictures while living in Germany and enjoyed it so much I joined the yearbook staff to take pictures. I have worked with several radio stations thru the years to cover their events.
Timeline
IT Services Support Specialist
Texas Oncology
05.2015 - Current
Server Administrator
Ventech Information Systems, Inc.
05.2014 - Current
Desktop Support Technician
The Computer Hospital
02.2014 - 05.2014
Senior IT Assistant/Flex Instructor
MyComputerCareer.com
06.2013 - Current
Junior IT Instructor
MyComputerCareer.com
06.2013 - 10.2013
Customer Support Help Desk
American Business Machines
08.2011 - 12.2013
Network Specialist
American Business Machines
04.2006 - 02.2014
Senior Customer Engineer/Product Specialist
American Business Machines
04.2006 - 08.2011