Michael Morehead
Shaw AFB,South Carolina
Summary
Retired combat veteran with secret clearance and extensive IT certifications. Eight years in Tier I and II help desk roles, specializing in ticketing systems, desktop configuration, and VoIP troubleshooting. Demonstrated expertise in account management and technical customer support. Seeking to leverage skills in a collaborative team environment.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Client Systems Technician II
Microtech
Doha, Qatar
09.2024 - Current
- Coordinated installation and imaging of over 500 HP TTC devices for tech refresh project ahead of schedule.
- Imaged, installed, and troubleshot over 800 HP and Dell laptops, printers, and scanners across multiple domains.
- Resolved technical issues and addressed queries via telephone or self-service ticketing system.
- Maintained Microsoft Active Directory by establishing 300 user accounts and managing network security.
- Produced end-of-month reports and project status updates for customer and management alignment.
- Demonstrated strong communication skills and ability to multitask effectively in fast-paced environments.
- Tracked and managed OEM/COTS licenses, warranties, and service agreements for client equipment and software.
- Provide support for Windows desktops, Windows Server, Microsoft 365, Google Workspace, DNS, DHCP, and related systems.
- Executed software configuration modifications and managed basic configuration tasks to enhance client systems.
Client Systems Technician I
General Dynamics Information Technology
Sumter, South Carolina
10.2023 - 09.2024
- Delivers exceptional customer service, tier II remote support to over 400 users in a 24/7/365 environment, adeptly resolving issues related to Windows 10, Citrix, VDI, Office 365, Adobe Acrobat, and various other products.
- Facilitated setup of over 100 secure and non-secure workstations in $10 million operations center, recognized for completing tasks ahead of schedule.
- Provided technical support and troubleshooting for network, desktop, and systems hardware and software using laptops, desktops, thin clients, and network printers from a remote helpdesk center.
- Created and resolved incidents in BMC Remedy ITSM ticket queue, ensuring efficient incident routing and escalation.
- Creates secure and non-secure accounts for users and manages Organization Boxes and security groups for 1200 users.
- Troubleshoot and resolve common user issues including desktop performance, connectivity, printers, and email.
- Supported USAFCENT 609 ACOMS CST operations
Division Help Desk Manager | VTC Manager| Wire Operations Section Chief
United States Army
Fort Carson, USA
03.2013 - 12.2016
- Delivered high-quality video telepresence and A/V interfaces to support operational needs of multiple high-ranking officials in deployment environment.
- Executed installation of VTC systems and associated software, updating existing equipment to current specifications.
- Leveraged expertise in CCM, Tandberg, Crestron, and AMX touch panels to optimize system performance and reliability.
- Resolved tier I and II issues, including network connectivity, swiftly and efficiently.
- Maintained Remedy trouble ticket system for VTC section, ensuring timely assistance for all requests.
- Troubleshot hardware issues and coordinated with service providers to accelerate repair processes for end users.
Education
Bachelor of Science - Information Technology Concentration in Network Management
Colorado Technical University
Colorado Springs, CO01-2023
CompTIA Secure Infrastructure Specialist - Security+, ITILv4, Cloud+, Network+, A+
Training Concepts
Columbia, SC05-2023
Skills
- Troubleshooting hardware
- Help Desk Support
- Active Directory
- Microsoft Office Excel Suite
- Operating Systems
- Desktop imaging
- Asset inventory management
Extracurricular Activities
Kappa Lambda Chi Military Inc, 07/01/22, Present, Active Member of Kappa Lambda Chi Military Inc, which focuses on the betterment of honorable men and women of the Armed forces, focusing on community service and mentorship.
Accomplishments
- Magna Cum Laude 2023
Upsilon Pi Epsilon Nation Honor Society in Computing and Information
Certification
- CompTIA IT Operations Specialist
(CIOS) - CompTIA Cloud Admin
Professional (CCAP) - CompTIA Secure Infrastructure
Specialist (CIOS) - CompTIA Secure Cloud
Professional (CSCP) - Basic Installers Course (Cable,
Fiber Optics) | 2014 (Army)
3M Fiber Optics Course | 2014 (Army)
Timeline
Client Systems Technician II
Microtech
09.2024 - Current
Client Systems Technician I
General Dynamics Information Technology
10.2023 - 09.2024
Division Help Desk Manager | VTC Manager| Wire Operations Section Chief
United States Army
03.2013 - 12.2016
Bachelor of Science - Information Technology Concentration in Network Management
Colorado Technical University
CompTIA Secure Infrastructure Specialist - Security+, ITILv4, Cloud+, Network+, A+
Training Concepts