Michael Salmen
Lincoln,NE
Summary
Wish to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions.
Adept at analyzing system performance and security to drive optimal user experience. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
19
years of professional experience
Work History
IT Infrastructure Specialist
Nebraska State Patrol
10.2024 - Current
- Planned implementation of network enhancements and upgrades.
- Oversaw network performance, making changes to boost overall efficiency and power.
- Troubleshoot hardware issues among multiple State agencies
- Account management
- Implicated FBI Security Policy to multiple angencies
Infrastructure Engineer
Milan Laser Hair Removal
01.2024 - 07.2024
- Reduced downtime by proactively identifying and addressing potential issues in the IT infrastructure.
- Collaborated with cross-functional teams to develop comprehensive IT strategies aligned with business goals.
- Implemented best practices in change management to minimize disruptions during critical system updates.
- Completed Tasks assigned via JIRA and Audit Board
- Provided Tier-3 support to resolve complex issues for clients and maintain high customer satisfaction levels.
- Optimized network performance by implementing advanced infrastructure solutions and monitoring tools.
- Specialized in Google Admin tasks
Service Desk Team Lead
Milan Laser Hair Removal
10.2022 - 12.2023
- Engaged in user support interactions via chat and email platforms.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Collaborated with other IT teams on cross-functional projects, resulting in improved overall system performance.
- Increased Service Desk efficiency by implementing streamlined processes and procedures.
- Created comprehensive documentation on troubleshooting procedures to improve first-contact resolutions rates while maintaining accuracy levels consistently high.
- Monitored service desk metrics regularly to identify trends, address gaps in service delivery, and ensure continuous improvement efforts were made where necessary.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Service Desk Analyst
Milan Laser
11.2019 - 10.2022
- Engaged in user support interactions via chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
Level 1 Helpdesk Agent
Pacific Life, Omaha
04.2017 - 11.2019
- Provided after-hours support when needed, demonstrating commitment to customer satisfaction.
- Enhanced team productivity by providing timely assistance to colleagues with technical inquiries.
- Managed user accounts, granting necessary permissions while maintaining strict security protocols.
- Reduced ticket backlog by prioritizing tasks and managing workload effectively.
- Resolved technical issues by troubleshooting.
- Managed high levels of call flow and responded to technical support needs.
- Maximized use of hardware and software by training users and interpreting instructions.
- Activated accounts for clients interested in new services.
- Monitored system performance to identify potential issues.
Level 1 Helpdesk Agent
Dell Technologies
04.2010 - 04.2017
- Maximized use of hardware and software by training users and interpreting instructions.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Assisted with updating technical support best practices for use by team.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Provided customer support and technical support to 40-80 customers daily.
- Resolved technical issues by troubleshooting.
- Logged support tickets and closed when issues were resolved.
Worker
Wendys Fast Food
11.2005 - 03.2010
- Worked fast to complete tasks and meet daily deadlines.
- Followed instructions and procedures to complete assigned tasks.
- Maintained work areas by cleaning and straightening for maximum productivity and safety.
- Cleaned and straightened work areas to maximize productivity and safety.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Oversaw daily operations of the department efficiently by delegating tasks appropriately based on individual strengths.
- Learned all required tasks quickly to maximize performance.
Education
Associate of Applied Science - Hardward
Southeast Community College Area
Lincoln, NE12.2009
Skills
- Incident Management
- Virtualization Technologies
- Server Hardware Troubleshooting
- System Administration
- Forward-thinking mindset
- Critical Thinking
- Microsoft Exchange
- Technical Analysis
- Problem-Solving
- Time Management
- Multitasking
- Team Collaboration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Infrastructure Specialist
Nebraska State Patrol
10.2024 - Current
Infrastructure Engineer
Milan Laser Hair Removal
01.2024 - 07.2024
Service Desk Team Lead
Milan Laser Hair Removal
10.2022 - 12.2023
Service Desk Analyst
Milan Laser
11.2019 - 10.2022
Level 1 Helpdesk Agent
Pacific Life, Omaha
04.2017 - 11.2019
Level 1 Helpdesk Agent
Dell Technologies
04.2010 - 04.2017
Worker
Wendys Fast Food
11.2005 - 03.2010
Associate of Applied Science - Hardward
Southeast Community College Area
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