Michael Leon
Belton,MO
Summary
Technology professional with proven track record in providing comprehensive support for various technical issues. Known for reliability and adaptability, with strong focus on team collaboration and achieving results. Skilled in troubleshooting, customer service, and maintaining system efficiency.
Overview
21
21
years of professional experience
Work History
Senior Technology Support Analyst
CrossFirst Bank
02.2019 - Current
- Receiving and logging technical support requests via phone, email, or ticketing systems
- Diagnosing problems with computer hardware, software, network connectivity, and applications
- Guiding users through steps to resolve issues, including password resets, application installation, and basic configuration change
- Tracking and monitoring open tickets to ensure timely resolution of issues
- Implemented and configured Microsoft Intune Autopilot, enabling automated device provisioning and user-driven out-of-box experience for new Windows devices, streamlining deployment processes and reducing IT overhead
IT Director
Honeywell
12.2016 - 02.2018
- Overseen the company's network and IT services, and ensuring system reliability and uptime
- Recruited, trained, mentored, and motivated the IT team, and provided career guidance
- Scheduled and budgeted for the IT department
- Identified new technology solutions and supported their implementation
- Ensured that technology operations meet the overall business strategy and goals
- Maintained existing IT systems while also preparing for what will be needed in the future
Service Desk Engineer
NetStandard
04.2015 - 12.2016
- Built and maintained successful relationships with service providers, dealers and consumers
- Provided skilled phone support for various client’s users
- Researched issues on various computer systems and databases to resolve complaints and answer inquiries
- Actively worked tickets relating outages, patch install issues, and monitored production servers
- Assisted customers with technical issues via email, live chat, and telephone
- Maintained a calm, professional demeanor when faced with high demand and high-volume workloads
SR Support Team Lead
Performance Contracting Group
10.2012 - 03.2015
- Diagnose, troubleshoot and resolve a wide range of software, hardware and network issues
- Assisted Junior Support Professionals with training and skill development
- Monitor, log and track all phases of help desk support
- Install, configure and modify hardware and software to ensure optimal performance
- Windows server based maintenance, virus protection, backups, Check logs for issues, and overall server health
- Supported Telecom with Cell issues, Office phones, Office lines, and Hardware related Data connectivity
- Support Windows XP, Windows 7 based clients from standard printer installs and drive mappings to full Windows machine re-imaging
Support Specialist
Performance Contracting Group
04.2007 - 10.2012
- Provided first-tier support and troubleshooting for technology products and applications
- Performed physical set up of desktop hardware and software
- Managed inventory and tracked all hardware and software used
Support Analyst
Sprint
02.2004 - 04.2007
- Designed, documented and executed maintenance procedures, including system upgrades, patch management and system backups
- Provided senior technical support to both in-house staff and user departments for all network applications
- Supported external customers with any cellular related issues involving cell phones and air cards
- Supported retail Sprint stores with in house computer systems and POS software
Education
ASSOCIATES - BUSINESS ADMINISTRATION AND ACCOUNTING
BROWN MACKIE COLLEGE
OVERLAND PARK, KANSAS07.2002
Skills
- Technical Troubleshooting
- Software Installs
- Phone and Online Support
- User Training/Support
- Accomplished with Mobile Devices
- Troubleshooting Proficiency
- Poised under pressure
- Exceptional Telephone Etiquette
- Fun and energetic
- Strong Analytical Skills
- Excellent Problem-Solving Skills
- Customer Service
Timeline
Senior Technology Support Analyst
CrossFirst Bank
02.2019 - Current
IT Director
Honeywell
12.2016 - 02.2018
Service Desk Engineer
NetStandard
04.2015 - 12.2016
SR Support Team Lead
Performance Contracting Group
10.2012 - 03.2015
Support Specialist
Performance Contracting Group
04.2007 - 10.2012
Support Analyst
Sprint
02.2004 - 04.2007
ASSOCIATES - BUSINESS ADMINISTRATION AND ACCOUNTING
BROWN MACKIE COLLEGE
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