Michael Nichiporuk
Trinity Health
Clinton Township
16
years of professional experience
Adaptable professional with extensive experience in technical support and identity access management. Known for strong multitasking and organizational skills, successfully reducing response times while delivering exceptional service in high-pressure environments.
Work History
SO_Technician I Identity & Access
8 Years 4 Months- Coordinated communication with colleagues to provide morning briefings on outstanding work items.
- Executed provisioning of application requests and diagnosed network access problems to enhance user experience.
- Streamlined workflow to handle up to 100 requests per day, enhancing customer response times.
- Authored detailed application documentation and facilitated training seminars to support colleague development.
- Diagnosed and facilitated solutions for customer incidents originating from help desk inquiries.
- Collaborated with department colleagues to clarify application queries and streamline provisioning activities.
- Provided technical support during critical incidents, contributing to patient care continuity.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Reduced response times to technical issues, implementing prioritized troubleshooting protocol.
SO_Technician L Identity & Access
1 Year 6 Months- Acquired comprehensive knowledge through training on provisioning Trinity Health applications and troubleshooting methodologies.
- Mastered service provision in 30 days, enabling team success in achieving a 99.9% request completion rating.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
SR Technical Support Specialist
5 Years 9 Months- Provided expert-level technical support for software and hardware issues in tax preparation systems.
- Led troubleshooting initiatives, resolving complex customer inquiries efficiently while ensuring client satisfaction.
- Mentored junior staff on best practices for technical support and customer service interactions.
- Developed training materials to enhance knowledge transfer among team members, improving service quality.
- Served as a subject matter expert, assisting colleagues with resolving difficult cases and sharing valuable insights.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
Education
Microsoft Windows And Active Directory - IT Technical Support
Skills
Attention to detail
Customer service
Works Well Under Pressure
Multitasking and organization
Troubleshooting
Documentation and reporting
Customer interaction
Team Training
Network administration
Timeline
SO_Technician I Identity & Access
Trinity Health
02.2018 - CurrentRead More
SO_Technician L Identity & Access
S3-Trinity Health
08.2016 - 02.2018Read More
SR Technical Support Specialist
H&R Block Tax Services
07.2010 - 04.2016Read More
Computer Systems Academy
Microsoft Windows And Active Directory from IT Technical Support
Read More