Michael Masterson
Helpdesk Technician
San Jose,CA
Summary
Friendly Help Desk Technician with 2 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and pleasant personal interactions to provide high quality technical responses.
Overview
2
2
years of professional experience
Work History
Walk-Up Support Technician at Workday
Milestone Technologies
Pleasanton, CA
03.2020 - Current
- Provided Tier 2 IT support to non-technical internal users through remote support services.
- Troubleshot and resolved escalated problems for wide range of technical issues.
- Granted permissions and configured hardware for new employees as part of onboarding process.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Assisted customers with product selection based on stated needs and proposed use.
- Used Service Now ticketing systems to manage and process support actions and requests.
- Activated accounts for clients interested in new services.
- Loaded software and granted licenses for internal users requiring access to new software.
IT Flex Technician at Facebook
Milestone Technologies
Menlo Park, CA
11.2019 - 03.2020
- Collaborated with senior management to complete monthly inventory audits and maintained average accuracy rate of 99%.
- Coordinated with repair vendors to update and streamline packaging requirements to ensure consistency.
- Performed inspections of shipment contents, verifying accuracy against invoices and manifests.
- Picked and provisioned devices to multiple users.
- Organized storage areas to maximize efficiency of asset movements and minimize required labor.
Education
Certificate - Cyber Security
UC, Berkeley Extension
Berkeley, CA 06.2019 - 11.2019
Skills
Support Ticket System Management
Troubleshooting skills
Customer service expert
Data recovery
Mac systems
MS Office
Windows systems
Active Directory
Customer Satisfaction
Critical Thinking
Problem Solving
Timeline
Walk-Up Support Technician at Workday
Milestone Technologies
03.2020 - Current
IT Flex Technician at Facebook
Milestone Technologies
11.2019 - 03.2020
Certificate - Cyber Security
UC, Berkeley Extension
06.2019 - 11.2019