Michael Massey

• Site Support Technical Specialist serving on the Cloud One team on a 24/7 support desk.
• Create and triage Tier 1 and Tier 2 tickets
• Member of The Air Force Cloud One Program, an existing global, interconnected, virtualized,
• Hybrid, and IT infrastructure that hosts mission systems, applications, services, and data supporting DoD Services and Agencies. Cloud One incorporates the capabilities of Cloud Service Providers (CSPs) and DevSecOps principles to provide common services and facilitate cloud application migrations to IL-4, IL-5 and IL-6 (NIPRNet / SIPRNet) cloud environments.
• Point of contact for Cloud One Service Now Tier 2 and 3 tickets for IL-4, IL-5, IL-6 (NIPRNet / SIPRNet)
• Serve as SAIC Coordinator/Account Creator POC for of SAAR C1FAMS/R4 process
• Support other service desk activities as needed
• Provide first contact and incident resolution to customers with hardware, software, and application problems, including both customer telephone support as well as electronically submitted requests
• Troubleshoot, resolve, and/or escalate technical issues
• Provide polite and friendly customer service
• Record and track issues from onset to conclusion, support account creation and provisioning process, systematically interpret user problems, identify solutions, escalate and report incidents and outages, and communicate effectively with customers till resolution.
• Tier 2 ticket management

• Provide help desk support for supported applications via phone/email.
• Serve as the initial contact for reporting technical issues and answering questions regarding field user issues.
• Accurately diagnose client technical issues, gather the necessary information, and perform standard, preliminary research using all available resources.
• Effectively implement the steps in available resources by following the instructions to resolve field user issues. Properly escalate unresolved issues.
• Clearly and thoroughly document requests for assistance in the ticket management system and track incidents through to resolution/escalation (per client guidelines).
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.

Supporting Systems:

• Aviation Resources Management System (ARMS)
• Business and Enterprise System Product Innovation (BESPIN) applications
• Cargo Movement Operations System (CMOS)
• Logistics Module (LOGMOD)
• Integrated Maintenance Data System (IMDS)
• Ticketing Systems: Remedy, BMC Remedy, Jira - (AFGIMS)

• Implemented a new project management methodology, maintaining project accuracy by an average of 97% per project
• Reduced defects in the system by 82%, increasing customer satisfaction to 89%
• Implemented an aggressive procurement process to drive down the cost of each project by 12%

• Troubleshot and resolved technical issues for customers, resulting in a 15% reduction in tickets
• Supported Sr. IT Specialists in resolving technical issues, contributing to a 15% increase in efficiency
• Resolved technical issues for over 1200 employees and over 9k Students, ensuring minimal downtime

• Provided remote and onsite support for all user workstations, all servers, printers/scanners, VOIP phones, mobile phones, Exchange, and applications.
• Created and maintained a remote desktop support system, resulting in a 20% reduction in time spent on remote support activities
• Assisted in the preparation of quarterly IT inventory audit, achieving 95% accuracy