Michael Morales
Alvarado,TX
Summary
Knowledgeable Desktop Support Analyst well-versed in Windows and Apple operating systems. Troubleshoots malfunctions, updates components and patches software for smooth software operations. Known for thriving in fast-paced environments and making efficient and informed decisions for repairs. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Desktop Analyst
Halliburton ESG
04.2022 - Current
- Streamlined workflow processes by maintaining up-to-date documentation of IT procedures, solutions, and inventory.
- Reduced downtime by providing timely technical support to end-users via phone, email, and remote access tools.
- Improved system stability with the implementation of proactive maintenance measures for hardware and software components.
- Managed multiple projects simultaneously, prioritizing tasks to meet deadlines while ensuring quality outcomes.
- Provided expert guidance to users on best practices for data backup, file storage, and information security protocols.
- Optimized system performance with routine monitoring of network connectivity, server health checks, and log reviews for potential issues.
- Provided on-site and remote technical support to users.
- Managed and supported 400 users across multiple sites
IT Logistics Representative and IT Support
Dave and Busters
11.2021 - 12.2021
- Optimized inventory management for better order fulfillment and reduced stockouts.
- Improved supply chain efficiency by streamlining processes and implementing cost-saving measures.
- Enhanced customer satisfaction with timely deliveries and effective communication regarding shipment updates.
- Developed strong relationships with key suppliers, enabling favorable pricing and delivery terms.
- Led continuous improvement initiatives within logistics department, driving process enhancements that positively impacted bottom line.
- Coordinated for all 300 stores
Desktop Technician
Lockheed Martin
05.2019 - 11.2021
- Improved system performance by troubleshooting and resolving hardware, software, and networking issues.
- Enhanced user satisfaction by providing timely technical support and solutions for desktop-related problems.
- Supported end-users with comprehensive documentation on software installation, usage, and troubleshooting guidelines.
- Ensured data security with regular backup procedures, antivirus updates, and system patches implementation.
- Reduced downtime by efficiently diagnosing and repairing malfunctioning equipment onsite.
- Collaborated with IT team members to implement network infrastructure improvements for better connectivity and overall performance.
- Fostered collaborative work environment through open communication channels with team members, end-users, and management to address any desktop-related concerns promptly.
- Purchased, setup and installed new computers.
- Learned and implemented new software testing procedures.
- Streamlined processes by maintaining up-to-date inventory of hardware and software resources.
- Supported over 36,000 on-site users during peak hours
Samsung B2B Support
Teleperformance USA
08.2015 - 05.2019
- Demonstrated in-depth product knowledge to effectively assist customers with inquiries and issues.
- Resolved tickets in timely and efficient manner to ensure customer satisfaction.
- Communicated professionally with customers to address their concerns and provide solutions.
- Ensured quality assurance standards were met through meticulous attention to detail and accuracy.
- Applied problem-solving skills to quickly identify and resolve issues for clients.
- Implemented technical troubleshooting strategies to diagnose and fix complex system problems.
- Managed successful client relationships through consistent communication and prompt issue resolution.
- Streamlined internal processes, improving efficiency and reducing operational costs.
Tech Support
Encore Electric Company Contractor
02.2015 - 06.2015
- Performed daily tasks such as site maintenance, server support, ticket monitoring, and ticket closing
- On site IT support for multiple locations as well as international IT support to unlock clients’ computers
- Performed maintenance with server racks from re-cabling to imaging Windows Server 2008
- Performed re-imaging for desktop servers from windows 7 to Linux Red-Hat via USB
- Performed testing for new company wide OS
- Removed old desktop servers as well as old desktop and replaced with new desktop servers and desktops
- Inventoried new desktops as well as new servers and new monitors
- Replaced training desktop computers with new computers and installed new training software
- Constructed sandbox environment server set up with servers, switches, and load balancer servers
- Responsible for wiping Hard Drives and storage devices at client’s behalf.
DISD Field Tech
Netsync Network Solutions
10.2014 - 02.2015
- Provided desktop support to over 100 schools and administrative locations
- Assigned VoIP installation team for over 100 schools and administrative locations
- Software installation on client’s desktop for VoIP phones for Windows 8, Windows 7, and Windows XP
- Walked customer through sign in steps using their Microsoft web mail account
- Answered client questions as to VoIP phone installation
- Escalated any additional client request to DISD IT rep
- Follow backup by going on site within week to check on client and status of any ongoing issue.
Education
No Degree - Computer Science
My Computer Career
Irving02.2015
Skills
- Microsoft Office 365
- Windows OS
- Apple Mac OS and Apple IOS
- Network Administration
- Network Troubleshooting
- Data Backup and Recovery
- Remote Desktop Management
- SQL
- Python
- Tableau
- Statistics
- Power BI
- Technical support expertise
- Analytical thinking abilities
- Team collaboration abilities
- Conflict resolution techniques
Certification
- MTA Windows Operating Systems Fundamentals
- MCTS Windows 7 Configuring
- MTA Networking Fundamentals
- MTA Security Fundamentals
- Google Data Analytics Certificate
- Google Advanced Analytics Certificate
Timeline
Desktop Analyst
Halliburton ESG
04.2022 - Current
IT Logistics Representative and IT Support
Dave and Busters
11.2021 - 12.2021
Desktop Technician
Lockheed Martin
05.2019 - 11.2021
Samsung B2B Support
Teleperformance USA
08.2015 - 05.2019
Tech Support
Encore Electric Company Contractor
02.2015 - 06.2015
DISD Field Tech
Netsync Network Solutions
10.2014 - 02.2015
No Degree - Computer Science
My Computer Career
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