Michael McDaniel
Technical Support Analyst
Huntsville,AL
Summary
Resourceful IT Technician offering 6+ years of experience providing expert-level support to users within various demographics. Polished in customizing desktop applications, installing computer applications and peripherals and recording technical issues. Familiar with Windows, Linux and Mac OS environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Engineer I
ADTRAN Inc
Huntsville, AL
09.2021 - Current
- Provided technical support to customers for product installation, configuration and troubleshooting issues.
- Resolved customer inquiries in a timely manner by providing effective solutions.
- Reported system malfunctions to engineering team members to ensure prompt resolution of issues.
- Participated in training sessions to stay up-to-date with current trends in product support technology.
- Collaborated with other departments such as sales, marketing and engineering to ensure successful completion of projects.
- Utilized diagnostic tools to identify potential problems within supported systems.
- Investigated reported incidents and took appropriate action based on findings.
Technical Support Analyst
Florida State University
Tallahassee, FL
09.2018 - 07.2021
- Provided technical assistance to resolve customer inquiries and problems related to software, hardware, and network issues.
- Installed, configured, tested, maintained, monitored, and troubleshot operating systems, application software, hardware devices, printers, scanners.
- Installed, configured and maintained computer hardware, software and peripherals.
- Assisted in the setup of new workstations with appropriate operating systems, software applications and peripheral devices.
- Created detailed documentation for IT processes, procedures and troubleshooting steps.
- Implemented security measures such as antivirus protection to protect against malicious attacks.
- Provided training to end-users on basic usage of computer applications.
- Ensured compliance with corporate policies related to data security standards.
- Collaborated with other teams within the organization to resolve complex incidents quickly.
UAS Pilot / Research Assistant
Florida State University
Tallahassee, FL
05.2015 - 09.2018
- Performed pre-flight checks and post-flight inspections on UAS systems.
- Developed flight plans, established communication protocols, and monitored aircraft performance during operations.
- Conducted routine maintenance and repairs of UAS components and equipment.
- Operated multiple types of unmanned aerial vehicles for various applications.
- Responded to emergency situations by deploying appropriate UAS assets as needed.
- Ensured compliance with applicable safety regulations, policies, and procedures while operating UAS systems.
- Trained personnel on proper operation of UAS systems and related software applications.
- Maintained detailed records of all flights, including flight logs, mission reports, and maintenance records.
Education
Some College (No Degree) - Cybersecurity Bootcamp
Drake State Community And Technical College/EdX
Huntsville, AL05.2024
Associate of Science - Computer Information Systems
Drake State Community And Technical College
Huntsville, AL05.2026
Skills
- LAN/WAN
- Technical Troubleshooting
- User Support
- System Maintenance
- Hardware Configuration
- Computer Diagnostics
- Help Desk Support
- Computer Maintenance
- Hardware and Software Configuration
- Troubleshooting Network Issues
- Problem-Solving
- Attention to Detail
- Microsoft Windows and Office
- Firewalls and Endpoint Security
- Network Debugging
- Network Configuration
- IP Addressing and Subnetting
- Data Backups
- Hardware Installation
- Organized and Detail-Oriented
- Network Security
- Effective Communication
- Technical Support
- Access Control
- Remote Support
- Vendor Collaboration
- Software Installation
- Device Configuration
- Incident Management
- Data Recovery
- Documentation Development
- Customer Service
- Application Support
- File Management Software
- Remote Technical Support
- Issue and Resolution Tracking
- Tracking and Documentation
Certification
CompTIA A+
TestOut Network Pro
Professional Training
PowerShell - Computer Tutors, Tallahassee, FL
Active Directory - Computer Tutors, Tallahassee, FL
Accomplishments
- Phi Theta Kappa (Honor Society)
- Cyber HSV
Timeline
Technical Support Engineer I
ADTRAN Inc
09.2021 - Current
Technical Support Analyst
Florida State University
09.2018 - 07.2021
UAS Pilot / Research Assistant
Florida State University
05.2015 - 09.2018
Some College (No Degree) - Cybersecurity Bootcamp
Drake State Community And Technical College/EdX
Associate of Science - Computer Information Systems
Drake State Community And Technical College
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