Michael Marlow II
North Fort Myers,FL
Summary
Dynamic Technical Support Specialist with a proven track record at Lee County School District, excelling in Active Directory management and network troubleshooting. Expert in training end users and documenting processes, I effectively resolved complex issues, enhancing operational efficiency and user satisfaction across diverse environments. Committed to delivering exceptional technical support and solutions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Lee County School District
05.2022 - Current
- Troubleshoot and resolve hardware and software issues for end users
- Plan, install, and configure software and updates for over 1000 end users
- Manage accounts and permissions in Active Directory
- Monitor and maintain network infrastructure and document maintenance and tickets
- Conduct backups and recovery testing
- Schedule with and train end users on updated policies and state laws as well as new software and hardware
- Maintain updated inventory documentation and software logs
- Create documentation for building specific equipment locations and guides for how to
- Assisted with resolutions of escalated tickets
- Do routine checks with building supervisor to find and address any possible security vulnerabilities and report them
Helpdesk Technician
POSabilities Inc.
07.2019 - 05.2022
- Respond to help tickets submitted by end users
- Provide technical support over the phone to troubleshoot a variety of issues on a variety of devices including PCs, Laptops, Tablets both Android and IOS, Mobile Phone, Network devices and Servers
- Manage accounts via Active Directory for over 2200 locations
- Train and write training documentation for End users and other members of the Help Desk
- Install, configure, and troubleshoot hardware and software for end users
- Collaborate with other team members for training on more complex issues and give one-on-one time for any issues they may have
- Read extensive logs to identify causes for errors as they occurred
- Collaborate with Sales and Operations for both virtual and onsite training with customers on proper use and management of the system
- Help identify network issues on a variety of different types of locations including those with multiple floors and multiple buildings with no dedicated network technician
- Troubleshoot almost exclusively remotely with on-site staff for complex problems
Education
Network Systems Administrator -
Cape Coral Technical College
Cape Coral, Florida05.2019
Associates Degree - Occupational Therapy
Keiser University
12.2014
Bachelor of Science - Information Technology
University of Phoenix
Tempe, AZSkills
- Active Directory management
- Network troubleshooting
- Hardware installation
- Inventory management and documentation
- End user training
- Imaging solutions
- Task prioritization
Certification
- CompTIA Network+
- CompTIA Server+
- CompTIA Linux+
- LPIC 1
References
- Anthony Schreader, Former Supervisor, 239-851-3822
- Kimmer O'neil, Former Employer, 941-286-1408
- Khris Kolnicki, Former Colleague, 239-849-3906
- Andrew Dafford, Former Manager, 239-209-0214
Timeline
Technical Support Specialist
Lee County School District
05.2022 - Current
Helpdesk Technician
POSabilities Inc.
07.2019 - 05.2022
Network Systems Administrator -
Cape Coral Technical College
Associates Degree - Occupational Therapy
Keiser University
Bachelor of Science - Information Technology
University of Phoenix
Similar Profiles
Natalyn WaltonNatalyn Walton
Director of Bands at Lee High School - Lee County School DistrictDirector of Bands at Lee High School - Lee County School District
Ana C. Mayo MorgadoAna C. Mayo Morgado
Custodian at Lee County School District at Colonial Elementary SchoolCustodian at Lee County School District at Colonial Elementary School
Carlos WalkerCarlos Walker
School Bus Operator at Lee County School DistrictSchool Bus Operator at Lee County School District
Myrtle DavisMyrtle Davis
Business Education Teacher Substitute at Lee County School DistrictBusiness Education Teacher Substitute at Lee County School District
James DeverterJames Deverter
Desktop Support Analyst at CBIZ Network SolutionsDesktop Support Analyst at CBIZ Network Solutions