Michael Sanchez
Summary
Friendly Help Desk Technician with 6 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses. I am skilled and Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call 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.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Support and E Ticket
CGS INC.
05.2021 - 10.2023
- Provided technical support during software installation and configuration, optimizing system functionality and user engagement
- Performed comprehensive analysis of database operations, emphasizing security, reliability, and performance enhancements
- Guided the modification, troubleshooting, and expansion of existing software programs to improve operational efficacy and meet evolving demands
- Executed risk assessments, formulated contingency plans, and cooperated with colleagues and clients to address and rectify technical challenges.
Tow Truck dispatch/tech support
Heavy's Towing
03.2020 - 01.2021
- Supervised the installation of tents and canopies to safeguard both crew members and equipment from adverse weather conditions
- Managed the acquisition, relocation, and organization of materials and products, utilizing hand tools to improve workflow efficiency
- Coordinated staff duties in relation to equipment, vehicle, and facility maintenance, interfacing with management and users to determine system improvements or alterations
- Kept meticulous records of daily data communication transactions, pinpointed issues, and executed corrective measures.
Mailroom Technician
Prudential Manhattan
09.2018 - 06.2019
- Detail-oriented and organized Mailroom Technician with a proven track record of efficiently managing mailroom operations
- Adept at sorting, distributing, and tracking mail and packages
- Seeking to contribute my skills and expertise to a dynamic organization in a Mailroom Technician role.
PC Support
Apple
09.2016 - 09.2017
- Dedicated and detail-oriented mac PC Support professional with experience in providing technical assistance and resolving hardware and software issues
- Adept at diagnosing and troubleshooting problems, installing and configuring systems, and delivering exceptional customer service
- Seeking to contribute my skills and expertise to a dynamic IT team.
IT Field Technician
Bowman
02.2013 - 04.2015
- As an IT field technician my role involved providing on-site support for various information technology issues
- Here are some key responsibilities and tasks associated with my role: Hardware Maintenance: Diagnosing, repairing, and maintaining computer hardware components such as desktops, laptops, servers, and peripherals
- Software Support: Installing, configuring, and troubleshooting software applications, operating systems, and drivers
- Network Support: Assisting with the setup, configuration, and maintenance of local area networks (LANs) and troubleshooting network issues
- User Support: Providing technical assistance and support to end-users, addressing their IT-related concerns, and guiding them on how to use hardware and software
Customer Support/Technical Support
Dell
09.2010 - 08.2013
- Results-oriented and customer-focused Technical Support professional of experience providing efficient and effective technical assistance
- Adept at diagnosing and resolving hardware and software issues, guiding users through troubleshooting steps, and delivering exceptional customer service
- Seeking to leverage my skills and expertise in a Technical Support role with a dynamic organization.
Education
High School Diploma -
Create Charter
Jersey, United States06.2008
Skills
- Windows OS & Kali Linux
- Customer Support & Troubleshooting
- Multi-Tasking and Working in a Fast Paced Environments
- Technical Troubleshooting
- Knowledge of IT Systems and Infrastructure
- Network Configuration
- Software Installation and Upgrading
- Problem-Solving
- Communication
- Customer Service
- Time Management
- Attention to Detail
- Microsoft Office
- Software troubleshooting
- Windows
- Microsoft Windows Server
- Operating systems
- Mac OS
- IT support
- Help desk
- Technical support
- LAN
- TCP
- DNS
- Computer networking
- IT
- VPN
- VoIP
- WAN
- TCP/IP
- Network Support
- PowerShell
- Troubleshooting
- SQL
- Microsoft Exchange
- Active Directory
- Network support
- IOS
- Linux
- Mobile devices
- IT service management
- Customer service
- Research
- Typing
- Negotiation
- Remote access software
- IP networking
- Complaint Handling
- Reporting and Analysis
- Inter-Department Collaboration
- Social Media Monitoring
- Customer Relations
- Phone and Email Etiquette
Certification
- CompTIA A+, 09/01/23
- ITIL Certification, 09/01/24
- Driver's License, 01/01/20, 01/01/24
Assessments
- Technical support, Proficient, 11/01/23, Performing software, hardware, and network operations
- Attention to detail, Proficient, 11/01/23, Identifying differences in materials, following instructions, and detecting details among distracting information
- Technical support: Customer situations, Proficient, 11/01/23, Responding to technical support situations with sensitivity
Accomplishments
- Recipient of individual and departmental awards for providing stellar client service.
- Completed intensive training in database fundamentals and software engineering.
- Resolved product issue through consumer testing.
Languages
English
Full Professional
Timeline
Customer Support and E Ticket
CGS INC.
05.2021 - 10.2023
Tow Truck dispatch/tech support
Heavy's Towing
03.2020 - 01.2021
Mailroom Technician
Prudential Manhattan
09.2018 - 06.2019
PC Support
Apple
09.2016 - 09.2017
IT Field Technician
Bowman
02.2013 - 04.2015
Customer Support/Technical Support
Dell
09.2010 - 08.2013
High School Diploma -
Create Charter