Michael Nakamura
West Valley City
Summary
Technical support engineer with extensive experience at HCL/Becton Dickinson, specializing in troubleshooting and Active Directory management. Proven ability to coordinate technical support efforts and enhance customer satisfaction through effective communication and problem-solving. Dedicated to delivering exceptional service and achieving successful outcomes in high-pressure environments.
Overview
26
26
years of professional experience
Work History
Technical Support
HCL/Becton Dickinson
Salt Lake City
01.2020 - Current
- Provide front line technical support onsite and remotely for BD employees across the country and around the globe.
- Managed, repaired, replaced, and installed software and hardware, including PCs, phones, tablets, printers, lab machines, switches, servers, and UPS, for BD employees nationwide and globally.
- Troubleshot and diagnosed network issues related to ports, switches, and cables to restore connectivity and ensure operational efficiency.
- Troubleshot UPS failures and executed hardware replacements to ensure system reliability.
- Assist network hardware replacement and failure for switch configuration and testing.
- Ordered, deployed, and set up hardware for end users, including PCs, Macs, monitors, docking stations, and peripherals, facilitating smooth user operations.
- Installing approved software for end users with access to servers all around the U.S.
- Accessed Active Directory to change passwords and add users to groups.
- Manage, create and delete computer objects in AD.
- Find and distribute packages in SCCM and Endpoint Manager.
- We use SIAM and now manage using Intune and Azure.
- Completed escalated tickets due to performance.
Computer Repair Technician
Self-Employed
01.2008 - Current
- Repaired PC desktops and laptops to restore functionality and extend device lifespan.
- Executed virus removal on infected systems, improving system performance and user experience.
- Upgraded hardware and installed software and new operating systems.
- Set up small networks for residential and commercial businesses to enhance connectivity and data sharing.
- Set up small networks in offices for data sharing and printing.
- Configured internet connections and managed virtual machines for efficient operations.
- Configured printers and VOIP in office settings.
- Maintained servers and backups.
Contract Technician
Unisys
01.2020 - 12.2020
- Executed repairs on Dell desktop and laptop computers to restore functionality and ensure customer satisfaction.
- Replaced motherboards, cracked screens, hard drives, and RAM.
- Suspended Bitlocker before hardware replacement to ensure data security.
- Coordinate with Dell dispatch for additional repairs and diagnostics.
- Updated Dell database with parts and repair status to maintain accurate inventory and tracking.
Appliance Technician
The Repair Pros, At Home Services, Utah Appliance Tech
01.2016 - 12.2019
- Diagnosed and repaired refrigerators, washers, dryers, microwaves, stoves, and ovens, restoring appliances to full operational status.
- Executed repairs on diverse appliance brands and models, ensuring optimal functionality for customers.
- Consulted technical documents to ensure accurate repairs.
- Troubleshoot VAC and VDC, switches, relays, and capacitors.
- Replace main pcb and sub- boards.
- Replace faucets, fix drain issues in toilets and urinals and install new water heaters.
- Serviced HVAC systems, connectors, and thermostats, enhancing climate control in residential and commercial environments.
Sales Representative
Mark Miller Toyota
Salt Lake City
01.2005 - 12.2006
- Sold and leased new and used vehicles, ensuring dealership gross profit and maintaining high customer satisfaction.
- Delivered exceptional customer service by facilitating test drives and effectively explaining product performance.
- Executed dealership procedures, participated in product and sales training, and complied with retail auto sales regulations while actively assisting customers.
Technical Support Engineer
Novell
Provo
01.2001 - 12.2005
- Diagnosed and resolved software-related issues, contributing to increased system uptime and customer satisfaction.
- Provided support for Novell's Groupwise and web services software, enhancing user experience and system reliability.
- Developed and published technical information documents (TIDs) to streamline troubleshooting processes for end users.
- Gained experience with NDS/eDirectory, NRM, certificate server, SSL, Microsoft software, Groupwise, TCP/IP, HTTP, HTML, login scripts, clustering, NICI, secret store, border manager, iChain, Java, ConsoleOne, iManager, and ZENworks to effectively support Novell's web service software.
- Duplicated customer environments for testing and fixing problems.
LAN Tech Administrator
Salt Lake Community College
Salt Lake City
01.2000 - 12.2001
- Managed and supported Novell network for LAN Tech program, ensuring reliable connectivity and performance.
- Resolved hardware and software issues by diagnosing problems and implementing solutions.
- Upgraded and maintained network infrastructure by replacing cables and installing servers, desktops, and printers.
- Created user accounts and assigned file and system rights to enhance access control and security.
- Create images for desktops, install anti-virus software, perform upgrades and apply support packs.
Education
Certified Novell Engineer (CNE); Certified Novell Administrator (CNA) -
Salt Lake Community College
Salt Lake City, Utah01-2000
Bachelor Degree - Finance, Economics
Utah State University
Logan, Utah01-1992
Skills
- Technical support expertise
- Technical troubleshooting
- Remote technical support
- Desktop technical support
- Active Directory management
- SCCM deployment
- Network configuration
- Software installation
- Technical support coordination
- Technical support escalations
- Problem solving
- Effective communication
- Team collaboration
Timeline
Technical Support
HCL/Becton Dickinson
01.2020 - Current
Contract Technician
Unisys
01.2020 - 12.2020
Appliance Technician
The Repair Pros, At Home Services, Utah Appliance Tech
01.2016 - 12.2019
Computer Repair Technician
Self-Employed
01.2008 - Current
Sales Representative
Mark Miller Toyota
01.2005 - 12.2006
Technical Support Engineer
Novell
01.2001 - 12.2005
LAN Tech Administrator
Salt Lake Community College
01.2000 - 12.2001
Certified Novell Engineer (CNE); Certified Novell Administrator (CNA) -
Salt Lake Community College
Bachelor Degree - Finance, Economics
Utah State University