Michael Reilly
Saint Augustine,FL
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
26
26
years of professional experience
Work History
Lead 24-hr Tech Support
Dalton Utilities
03.2011 - 01.2021
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Trained users on how to operate components and systems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Monitored systems in operation and quickly troubleshot errors.
- Responded to telephone, email and in-person inquiries regarding cable TV, internet, and telephone operation, use and repair.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Assisted with updating technical support best practices for use by team.
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
- Researched product and issue resolution tactics to address customer concerns.
- Provided on-call support for critical issues related to cable TV, internet, and telephone services.
Network Technician, Fiber Optics
Dalton Utilities
08.2007 - 03.2011
- Troubleshot hardware and software to determine and rectify network problems.
- Ran cabling and installed data drops for new node installations.
- Installed cabling, wireless routers and telephone systems for data communications networks.
- Diagnosed and resolved hardware, software and network problems and replaced defective components.
- Maintained thorough understanding of local area and wide area networking and components.
- Dressed and installed fiber cabling and hardware.
- Assessed and responded to network system alerts, prioritizing serious faults to rapidly address downtimes.
- Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.k
- Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
- Supported project planning team to promptly address hardware and software problems and network emergencies.
- Collaborated with networking personnel at providers and data centers to determine origination points for faults and recover from malfunctions.
- Performed necessary maintenance to support network availability.
- Worked with outside vendors for fiber installations and service.
- Configured and maintained network backup and recovery procedures.
- Operated 4-pair test equipment to terminate network cabling at blocks and routing points.
- Installed Ethernet, phone, cable network jacks in new construction and within existing facilities.
- Performed tracing and patching operations for copper networks.
- Traveled to remote office locations to install nodes and implement client software rollouts.
- Provided detailed reporting on performed maintenance and repairs to support overall network health and recovery efforts.
Electrical Lineman
Dalton Utilities
11.1994 - 08.2007
- Observed company safety rules and regulations to minimize workplace accidents and reduce electric shocks.
- Performed maintenance and reconducting work in varied weather conditions.
- Responded to emergencies and outages that required additional labor and assistance for repairs.
- Proved successful working within tight deadlines and a fast-paced environment.
- Resagged loose lines to prevent failures.
- Worked on both dead and energized lines.
- Removed old poles and hardware and replaced with new equipment.
- Installed and maintained overhead and underground electrical power lines and auxiliary equipment.
- Inspected power lines and poles for signs of damage or wear, interference, and degradation, and reported findings to supervisor.
- Added or removed wire to shorten or lengthen lines, using various types of splices, connectors and clamps.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
Education
Associate of Science - Masonry
Stockwell College of London
London, England06.1989
High School Diploma -
Ballymun Comprehensive High School
Dublin, Ireland06.1987
Skills
- Issue Resolution
- Common Business-Oriented Language (COBOL)
- User Training Expertise
- Repair Expertise
- Train Employees
- Organizational Skills
- Technical Support Background
- Technical Installations
- Hardware and Software Configuration
- Critical Thinking
- Time Management
- Complex Problem-Solving
- Judgment and Decision-Making
- Active Listening
- Technical Support and Assistance
- Social Perceptiveness
- Troubleshooting
- Writing
- Speaking
- Service-Orientation
- Instructing
- Mathematics
- Skype
Timeline
Lead 24-hr Tech Support
Dalton Utilities
03.2011 - 01.2021
Network Technician, Fiber Optics
Dalton Utilities
08.2007 - 03.2011
Electrical Lineman
Dalton Utilities
11.1994 - 08.2007
Associate of Science - Masonry
Stockwell College of London
High School Diploma -
Ballymun Comprehensive High School
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