Summary
Overview
Work History
Education
Skills
Security Clearance
Timeline
Generic

Michael Prayon

Tampa,FL

Summary

A strong team player with robust qualitative and quantitative analytical skills, dimensional communication and presentation expertise, in conjunction with a substantive understanding of the U.S. Government procurement policies and laws. Further, my acumen is enhanced with high productivity, comfortably operating in a multi-tasked, fast-paced and schedule-driven environment.

A customer service professional with solid track record in delivering effective support. Known for reliability and adaptability, consistently meeting team goals. Expertise in communication and issue resolution, ensuring customer satisfaction. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

13
13
years of professional experience

Work History

Service Desk Front Line Support Agent

Guidehouse
01.2023 - 10.2024
  • Provide 1st and 2nd level IT support to global workforce in incoming phone calls to the service desk
  • Troubleshoot and resolve hardware, software, application, network, user access, or related issues
  • Create tickets and document all activities in helpdesk ticketing systems
  • Escalate more complex problems or unresolved issues to next level of support
  • Utilize and become proficient with standard support tools (i.e
  • Service Now)
  • Monitor call queues and ensure incoming calls are answered as efficiently as possible
  • Address client questions using available information resources
  • Comply with Corporate IT Service Management and Service Desk policies, procedures and directives
  • Achieve metrics in support of service level agreements, client satisfaction surveys, and completed incidents/requests
  • Recommend process changes as needed to improve service levels
  • Communicate company policies and standards
  • Stay current with information technology systems and industry trends
  • Provide evening and weekend support (off-hours support), as assigned, on a rotating basis
  • Demonstrated skills in working with remote employees
  • Demonstrated ability to learn new technologies/solutions
  • Demonstrate solid skills to provide basic IT support and respond to client incidents/requests
  • Working knowledge and hands-on support of Windows 10/Windows 11 in an Active Directory environment
  • Experience with Microsoft operating systems and Microsoft Office including Microsoft Teams
  • Experience with Microsoft O365 and Microsoft Intune
  • Experience supporting Microsoft Azure, Office 365, and Microsoft technologies (SharePoint, OneDrive etc) is preferred as well as an understanding of cloud computing

Support Analyst

Amerilife
06.2016 - 12.2022
  • Provide technical assistance to users in a call based environment
  • Assist users with various queries such as account resets, password resets and username resets
  • Initialize iPads for employee use in the workplace (create password, username and Apple ID for accounts)
  • Troubleshoot errors users may experience when utilizing iPads that had been issued
  • Utilize ticketing systems SCSM (Service Management Console) and Freshdesk helpdesk ticketing systems
  • Conducted thorough analysis of user requirements, delivering tailored solutions to meet client needs.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Monitored helpdesk and responded to incoming tickets to address support needs.
  • Created user accounts and managed access control.

Help Desk Technician

US Army
11.2011 - 02.2016
  • Provide technical assistance and support to end users related to computer software and hardware
  • Seasoned first responder to technical queries to end users, and develop courses of action to resolve future technology interruptions
  • Advance knowledge base of information technology infrastructure
  • Installed, modified, and repaired computer hardware and software within my organization
  • Submitted weekly reports to senior management in response to short and long term strategies with possible resolutions
  • Received, tracked and responded to requests for technical support for computer software and hardware problems
  • Ensured functionality and security of both Blackberry and Apple OS mobile devices
  • Actively train subordinates and peers on effective ways to utilize their workstation
  • Adhere to all code of ethic for the organization
  • Established WEP and AES (Advanced Encryption Standard) within my organization
  • Helped enforced security policies and standards within the organization
  • Provided basic end-user troubleshooting and desktop support.
  • Used ticketing systems to manage and process support actions and requests.
  • Participated actively in ongoing professional development opportunities, staying current on industry trends and advances in technology.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.

Education

No Degree - Computer And Information Systems

Hillsborough Community College
Tampa, FL
05-2025

High School Diploma -

Academy Of Richmond County
Augusta, GA
05-2009

Skills

  • Active Directory
  • Office 365
  • Workplace Phone Etiquette
  • Problem-Solving
  • Software troubleshooting
  • Remote Support
  • Ticket management
  • IT ticket documentation
  • Customer Service
  • Attention to Detail
  • Calm and Professional Under Pressure
  • Reliability
  • Excellent Communication
  • Computer Skills

Security Clearance

Secret Security Clearance

Timeline

Service Desk Front Line Support Agent

Guidehouse
01.2023 - 10.2024

Support Analyst

Amerilife
06.2016 - 12.2022

Help Desk Technician

US Army
11.2011 - 02.2016

No Degree - Computer And Information Systems

Hillsborough Community College

High School Diploma -

Academy Of Richmond County
Michael Prayon