Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michael Ponder

Snellville,GA

Summary

Flexible Systems Administrator works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.

Overview

19
19
years of professional experience

Work History

Field Service Technician

Field Nation
07.2011 - Current
  • Managed on-site installation, repair, maintenance, and test tasks.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Operated hand tools and power equipment according to company safety procedures.
  • Reviewed technical documentation to complete equipment maintenance and repair.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Owner/Operator

Points To Ponder
07.2007 - Current
  • Researched consumer orders for errors, delays, delivery misses, discontinued, and ready-to-ship products
  • Responded to emails regarding product ETAs and returns
  • Managed day-to-day business operations.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Trained and motivated employees to perform daily business functions.
  • Evaluated suppliers to maintain cost controls and improve operations.
  • Established foundational processes for business operations.
  • Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
  • Conducted target market research to discover customer needs and analyze competitor trends.
  • Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
  • Built custom desktop computers.
  • Installed, maintained, and changed computers, monitors, cameras, printers, scanners, and point of sale equipment.

County Election Technician

Election Systems & Software LLC
06.2004 - Current
  • Initialize and upload election results to Georgia Secretary of State.
  • Access a Georgia Elections Management Server (GEMS) and ballot accumulator equipment.
  • Quickly and effectively provide technical and moral support to election workers through coaching, customer service of voting precincts.

Comcast Deskside Support Logistics

Pyramid Consulting Inc
01.2023 - 07.2023
  • National IT equipment order fulfillment for North, South, and Midwest contractors and employees
  • Packed, shipped, and received boxes of IT equipment
  • Gathered information from requests in ServiceNOW ticketing system to assist in timely fulfillment
  • Worked alone and with others to fulfill orders and to answer inquiries
  • Implemented training material for future team members

First Assistant Manager

McDonald’s
01.2023 - 05.2023
  • Offered hands-on assistance to customers, assessed needs, resolved customer concerns, and promoted loyalty.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Resolved computer and maintenance issues.

Customer Care Services, Information Systems

Ricoh USA
02.2019 - 08.2022
  • Handled initial troubleshooting and escalation of service requests with Incident Coordinator duties during P1 calls for some clients.
  • Researched product and issue resolution tactics to address customer concerns.
  • Used ticketing systems to manage and process support actions and requests in fast, high-volume call center environment supporting automotive, medical, lumber, education, and energy industry clients.
  • Provided on-call support for critical issues related to Windows, Android, Mac, and LINKS/LINCS platforms
  • Reset passwords for Active Directory, Azure, Exchange, Oracle, Point Care, Point of Care, KonfigCM,
  • Assisted with updating technical support best practices for use by team.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Enabled and disabled account and group access via Exchange and Workday.

Kindred Healthcare Travel Technician

SkyBridge Resources
08.2018 - 12.2018
  • Worked inside hospitals and extended-care facilities.
  • Upgraded ProTouch thin client computers for patients and staff areas with protected exposure to variety of patient environments.
  • Used strong communication skills to educate points of contact and staff on changes.
  • Verified ProTouch thin clients worked properly.
  • Installed and managed copper data and communication lines and worked with hand tools during office moves.
  • Handled shipping and receiving, drove company rental vehicles, and worked alone and with team.

Premise Technician

AT&T
11.2016 - 03.2018
  • Drove and maintained company vehicle and company equipment.
  • Installed and repaired U-verse, integrated digital TV, high-speed, Internet, and voice services.
  • Worked both inside and outside and diverse weather and ground conditions to install and manage copper and optical fiber, data, and communication lines.
  • Worked in small confined spaces and aloft with hand tools to install and manage copper and optical fiber, data, and communication lines, and to verify that all services were working correctly.
  • Used strong communication skills to educate customers on services, functionality, and features.

General Manager

G & D Self Storage
05.2011 - 11.2016
  • Developed and implemented strategies to increase sales and profitability (including performance of duties, relevant to IT technical support and website design).
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Maintained and secured grounds and units of property to provide financial stability and long-term organizational growth.
  • Maximized efficiency by coaching and mentoring personnel on management principles, company procedures, and technology systems.
  • Provided customer service by furnishing facility policy information and rental contracts, accepting payments through SiteLink database and point of sale, calling and sending notifications to tenants, assisting with auctions
  • Enforced facility’s policy and auction rules.
  • Processed move-ins transitions, move-outs, fees, overlocking of units, lock removals, payments, shipments, and customer calls.
  • Assisted with payroll and payouts.

IBM Field Service Technician

Go2IT Group
08.2006 - 05.2016
  • Received new equipment and shipped or disposed of old equipment according to company policy and guidelines.
  • Reviewed technical documentation and performed on-site uninstalling, installing, repairing, maintaining, and testing tasks.
  • Performed configuring and data migration of network, business, and specialized equipment for Worldwide Tech Service contracts as lead
  • Explained operation and routine maintenance protocols of newly installed equipment to customers.
  • Followed safety procedures to avoid injuries in field.
  • Operated hand tools and power equipment according to company safety procedures.
  • Worked as lead, assistant, and solo technician at different locations throughout the state of Georgia.
  • Communicated directly with project management.

Dell End User Services, Migration Technician

Apex Systems
09.2013 - 10.2014
  • Coordinated data migration activities for ongoing projects to confirm alignment of progress with prescribed timelines and execution milestones.
  • Collaborated with internal teams and customer representatives to determine data migration requirements prior to implementing processes.
  • Investigated, researched, and resolved complex issues (with software, printers, copiers, and other devices) discovered during migrations.
  • Developed and implemented semi-automated documentation of computers for use in migration efforts.
  • Generated reports to track performance and to analyze trends.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Led data migration projects, data file analyses and platform validation.
  • Liaised with customer project teams, replying to inquiries and providing information on ongoing processes.
  • Imaged computers via Light, touch, work, bench, DICM, Scripps, remote, desktop, network, equipment, and leader ship skills.
  • Migrated user accounts and assigned permissions.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Used non-persistent virtual desktop infrastructure (VDI) to access some Dell resources via a company-owned laptop.

Xerox Field Technician

Advantage Technical Resourcing
10.2010 - 08.2013
  • Communicated with customers to provide updates, to gather information and to resolve issues.
  • Communicated with project manager to report progress, discuss issues and seek guidance.
  • Collaborated with another field technician to accomplish tasks.
  • Delivered high-quality work by diligently following standard operating procedures.

Tier-II Junior System Administrator

Information Handling Services
02.2009 - 03.2010
  • Managed infrastructure upgrades, analysis and resolution of end user hardware and software issues.
  • Worked closely with infrastructure staff and departmental decision makers to identify, recommend, develop and implement cost-effective technology solutions.
  • Conformed to quality, performance and inter-operability standards for implementation of solutions.
  • Liaised with facilities personnel to manage security and infrastructure expansion, data center modifications, equipment placement, and power management.
  • Imaged Windows laptops and desktops via PXE booting, configured BIOS settings, performed hardware diagnostics, and installed necessary software.

Education

Associate Of Science - Network Specialist

Central Georgia Technical College
Macon, GA

Technical Certificate - Web Design Fundamentals

Central Georgia Technical College
Macon, GA

Technical Certificate - Help Desk Specialist

Central Georgia Technical College
Macon, GA

Technical Certificate - Microcomputer Hardware Specialist

Central Georgia Technical College
Macon, GA

Bachelor Of Science - Biology

Fort Valley State University
Fort Valley, GA

College Diploma - Computer Programming

Middle Georgia Technical College
Warner Robins, GA

Skills

  • Issue and Complaint Resolution and Customer Satisfaction
  • Client Relationships, Order Fulfillment, and Technical Analysis
  • Training and Development and Team Management
  • Computer Billing Systems and Compliance with Regulatory Guidelines
  • Call Volume and Quality Metrics with Call Control and Effective Multitasking
  • ITIL Help Desk and Field Technical Support: ServiceNow, ESC Remedy, Service Desk, Zen Desk, Fresh Desk, Fresh Service, Jira Service Desk, Zoho Desk, JitBit, ManageEngine, Spiceworks, Maximo
  • Active Directory, Azure, Hyena, Exchange, MS Office 365, Windows, Windows Server, Konfig CM/ETOL, JEDMICS, LINKS/LINCS
  • Batch Scripting and Hardware and Software Installation
  • Network and Telecommunications Equipment
  • Video Surveillance Systems
  • Kiosks, Printers, and Legacy Equipment

Timeline

Comcast Deskside Support Logistics

Pyramid Consulting Inc
01.2023 - 07.2023

First Assistant Manager

McDonald’s
01.2023 - 05.2023

Customer Care Services, Information Systems

Ricoh USA
02.2019 - 08.2022

Kindred Healthcare Travel Technician

SkyBridge Resources
08.2018 - 12.2018

Premise Technician

AT&T
11.2016 - 03.2018

Dell End User Services, Migration Technician

Apex Systems
09.2013 - 10.2014

Field Service Technician

Field Nation
07.2011 - Current

General Manager

G & D Self Storage
05.2011 - 11.2016

Xerox Field Technician

Advantage Technical Resourcing
10.2010 - 08.2013

Tier-II Junior System Administrator

Information Handling Services
02.2009 - 03.2010

Owner/Operator

Points To Ponder
07.2007 - Current

IBM Field Service Technician

Go2IT Group
08.2006 - 05.2016

County Election Technician

Election Systems & Software LLC
06.2004 - Current

Associate Of Science - Network Specialist

Central Georgia Technical College

Technical Certificate - Web Design Fundamentals

Central Georgia Technical College

Technical Certificate - Help Desk Specialist

Central Georgia Technical College

Technical Certificate - Microcomputer Hardware Specialist

Central Georgia Technical College

Bachelor Of Science - Biology

Fort Valley State University

College Diploma - Computer Programming

Middle Georgia Technical College

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Michael Ponder