Michael S. Lockaby
Fort Worth,Texas
Summary
Dedicated IT professional with extensive experience in desktop, server, and user support. Effectively manages incident and asset management to enhance operational efficiency and user satisfaction. Strong collaborator focused on coaching teammates and improving communication across teams.
Overview
1
1
Certification
30
30
years of professional experience
Work History
Team Lead
Allied Digital Services LTD at Mercedes-Benz
11.2022 - Current
- Team Lead supporting three businesses (MBFS, MBNAC and DTFS in office and field environments.
- Coached and mentored teammates to enhance skill sets and performance.
- Developed relationships with team leads and managers to effectively address issues and concerns, enhancing communication.
- Collaborated with corporate IT to address and resolve software and hardware issues, improving system reliability.
- Managed build and proof-of-concept labs to support project initiatives, facilitating innovation and testing.
- Managed asset inventory management using IT shop and ServiceNow platform.
- Processed team requests through ServiceNow for efficient issue resolution.
- Processed user requests using IT shop Cosyma and ACM system.
- Enabled users with clear, step-by-step instructions for technical processes.
Senior Microsoft Client Analyst (Contractor)
Mercedes-Benz Financial Services/Blue Chip
02.2012 - 10.2022
- Delivered Tier 2 support for users in office and field, addressing technical issues to enhance user experience
- Resolved Service Desk tickets promptly, minimizing downtime and sustaining user productivity
- Configure, deploy & support laptops, desktops & remote desktops
- Coordinated with hardware vendors for PC repair, ensuring swift resolution of hardware issues
- Support all Business units MAC's (Moves, Adds, Changes)
- Maintain hardware/software inventory
TECHNICAL SUPPORT ANALYST (Contractor)
Chrysler/Computer Consultants of America
04.2009 - 11.2011
- Provide Desktop Support for users in office and field
- Worked with Corporate Technical Support (Desktop & Infrastructure teams) to diagnose and solve software/hardware, LAN issues
- Supported ACD Aspect phone systems; administered user accounts and permissions
- Create and manage users through Active Directory
- Ghost Microsoft XP and Win 7 systems, add apps then setup PCs
- Aspect phone Installed and connected MAC wiring for phone systems. from desktop to IDF then to MDF
- Managed PC, hardware, and printer inventory
- Ensured compliance with corporate IT procedures and guidelines
- Provide weekly Server Tape Backup support
SYSTEM ADMINISTRATION ANALYST
Perot Systems Corporation
04.2004 - 02.2008
- Team Lead in Perot's First Global Tier 1 Team with members in Noida and Bangalore, India; Guadalajara, Mexico and across North America
- Monitored Intel and UNIX account infrastructures for issues through daily, weekly, monthly, and quarterly tests; enhancing system reliability and performance.
- Built, racked and stacked, maintained then supported all client NT, 2000 & 2003 servers in our local datacenter
- Developed and documented POPs, SOPs, COPs, KBs, and WIs for 22 accounts, standardizing procedures and improving team efficiency.
- Continually improved Processes & updated Documentation as living documents.
- Trained team members on analytical tools and methodologies, fostering a knowledgeable team capable of leveraging data effectively. team members on our Analytical tools and procedures
- Built FLES Intel Training Curriculum (Computer History & Task knowledge)
SENIOR INFORMATION ANALYST
Computer Task Group
07.1996 - 01.2003
- Enterprise LAN Admin (Novell 3.12 - 4.11, NT 4.0, 2000) 75 internal, 30 external server Rotated oncall LAN support
- Researched and implemented an NDM Project collapsed seventeen external NDM servers to two internal Connect:Direct servers. This project saved the client over $100,000 a year in license fees & hardware costs
- Oversaw MDI database gateways to facilitate network connectivity. (LAN to DB/2 on Mainframe) SNA server NT 4
- Network Data Mover, Connect:Direct servers (LAN to Mainframe Connectivity) utilizing 3174 controllers, Irma boards using LU 0 & LU 6.2 connections, SNA servers on NT
- Migrated 60 remote client PCs running Remoteware on an OS/2 platform to Connect:Remote on an NT 4.0 platform
- Delivered continuous oncall support for LAN/Mainframe communications using Connect:Direct, Direct:Connect, and Connect:Remote servers.
Education
Bachelor of Science - Computer Science
University of North Texas
Denton, TX09-2026
Associate of Science - Computer Science
Tarrant County College
Fort Worth, TXVarious IT Technical Schools
Skills
- Technical support
- User education
- Inventory management
- User support
- Incident management
- System setup
- IT service operations
Certification
- A+, MCP, MCSE, CCNA
Timeline
Team Lead
Allied Digital Services LTD at Mercedes-Benz
11.2022 - Current
Senior Microsoft Client Analyst (Contractor)
Mercedes-Benz Financial Services/Blue Chip
02.2012 - 10.2022
TECHNICAL SUPPORT ANALYST (Contractor)
Chrysler/Computer Consultants of America
04.2009 - 11.2011
SYSTEM ADMINISTRATION ANALYST
Perot Systems Corporation
04.2004 - 02.2008
SENIOR INFORMATION ANALYST
Computer Task Group
07.1996 - 01.2003
Bachelor of Science - Computer Science
University of North Texas
Associate of Science - Computer Science
Tarrant County College
Various IT Technical Schools