Michael Lisman
Tonawanda
Summary
Results-driven Technical Analyst with 3+ years of experience in managing and optimizing service desk operations within fast-paced managed service provider environment. Proven track record of leading teams to deliver exceptional customer support, implementing efficient workflows, and driving continuous improvement. Adept at troubleshooting complex technical issues, coordinating with cross-functional teams, and ensuring high levels of client satisfaction. Strong skills in incident management, service delivery, and team development, with a focus on enhancing service quality and operational efficiency. Positive team member that can work with anyone and strengthen workplace relationships.
Overview
3
3
years of professional experience
Work History
Technical Support Analyst
Aleron Group - Lume Strategies
10.2024 - Current
- Expert ticketing experience with AutoTask + ServiceNow - VERY detailed with ticket notes and creating documentation
- Well-versed in Kaseya endpoint management (RMM)
- Multiple years of Mimecast troubleshooting, configuring and managing
- Manage onboarding/offboarding user accounts + re-imaging and deploying devices - experience with Intune + SCCM
- Apart of On-Call + On-Site rotations
- Efficient with all Microsoft 365 Admin centers, familiarity with Google Admin Console, Okta and Duo
- Management experience with VPNs (GlobalProtect/Cisco AnyConnect) and VM solutions (AVD/Omnissa)
- Knowledgeable managing and troubleshooting with SaaS apps such as Office 365, Google Workspace, WebEx, Slack, ScreenConnect, TeamViewer
Service Desk Team Lead
PCI
11.2022 - 05.2024
- Created SOPs and quality checked work for team members
- Consistently helped meet SLA requirements
- Worked with Engineers and System Administrators to troubleshoot large scale outages
- Experienced VPN troubleshooting with GlobalProtect
- Skilled in troubleshooting and configuring mail flow rules in Microsoft Exchange and Mimecast
- Managed and repaired systems like Citrix servers and workspaces, Azure Virtual Desktops, and Remote Desktop Services
Service Desk Analyst
PCI
11.2021 - 11.2022
- Fielded customer phone calls via 8x8 and RingCentral
- Documented incidents using ticketing systems like AutoTask and ServiceNow
- Managed users and groups in Active Directory, Okta, Microsoft 365, and Entra ID
- Experience troubleshooting mobile phones, printers, scanners, and other computer related hardware
- Configured and managed single sign-on for users
- Managed and debugged SaaS applications such as Zoom, DocuSign, Office 365 apps and Adobe apps
Education
Associate in Arts (A.A.) - Information Technology
Erie Community College
05.2021
Skills
- Incident Management
- Networking
- Cloud Services
- Customer Service
- Team Leadership
- Problem Solving
- Change Management
- Endpoint management
- User management
- SaaS applications
Timeline
Technical Support Analyst
Aleron Group - Lume Strategies
10.2024 - Current
Service Desk Team Lead
PCI
11.2022 - 05.2024
Service Desk Analyst
PCI
11.2021 - 11.2022
Associate in Arts (A.A.) - Information Technology
Erie Community College
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