Michael Rhodes

• Provided ongoing support to clients, ensuring timely responses and consistent follow-up on issues.
• Assisted clients in navigating product features and resolving inquiries to enhance user experience.
• Contributed to client onboarding by training users on system functionalities and best practices.
• Collaborated with cross-functional teams to identify client needs and streamline service processes.
• Identified opportunities for process improvements based on client feedback, enhancing overall satisfaction rates.
• Supported account management efforts by preparing reports detailing client engagement and usage metrics.

• Coordinated cross-functional teams, facilitating effective communication and collaboration.
• Managed project timelines, ensuring adherence to deadlines and quality standards.
• Identified risks and implemented mitigation strategies to enhance project outcomes.
• Developed project documentation, including plans, schedules, and status reports.
• Led stakeholder meetings to gather requirements and provide project updates.
• Delivered reliable solutions by overseeing software design, development, testing, implementation, and support phases of IT projects.

• Provided technical support for hardware and software issues, ensuring minimal downtime for users.

• Conduct security and admin tasks through Active Directory, VPN, and Office 365.

• Troubleshot and resolved network connectivity problems to maintain operational efficiency.
• Assisted in onboarding new employees by setting up workstations and configuring necessary applications.
• Documented support procedures and solutions to enhance knowledge base for team members.
• Maintained a 99.99% Customer Service approval rating

• Facilitated communication between cross-functional teams to streamline project execution
• Managed project documentation and reporting, enhancing transparency and accountability
• Coordinated project timelines and deliverables to ensure alignment with client expectations
• Supported resource allocation and scheduling, optimizing team productivity
• Managed multiple IT projects simultaneously, prioritizing tasks based on urgency and potential impact on the organization's goals.
• Collaborated with various departments across the organization to gather requirements for IT projects, ensuring alignment with overall business goals.

• Utilize the help desk system to repair and track computer issues.

• Diagnose and replace faulty computer hardware as necessary.

• Exhibit outstanding customer service on location/remotely.

• Maintain 99.6% network operational readiness.

• Troubleshoot and replace malfunctioning switches, routers, VOIP systems, and IOT items.

• Conduct security and admin tasks through Active Directory, VPN, and Office 365.

Diagnosed, troubleshot, and resolved hardware, software, and network problems, and replaced defective components.

• Implement and provide technical support for VOIP systems.

• Configured, monitored, and maintained email applications and virus protection software to ensure security and reliability.

• Coordinate computer network access and use through Active Directory and Office 365.

• Ensured secure computer network access by coordinating user accounts and permissions. and use through Active Directory and Office 365.

• Operate Citrix Manager to monitor the performance of virtual machines.

• Maintained and accounted for inventory of parts and devices to ensure availability and support operational efficiency.

• Provided training to customers on software usage and basic computer skills. in the use of software and computer use.

• Relevant Coursework: CCNA1, CCNA2, CCNA3 & CCNA4
• 3.5 GPA
• Relevant Coursework: Windows Server Course & Networking

• 4.0 GPA