MICHAEL SMITH
Detroit,Michigan
Summary
Professional with strong background in IT support, equipped to handle complex technical issues and deliver effective solutions. Demonstrated ability to collaborate within teams, adapt to changing requirements, and consistently achieve desired outcomes. Expertise includes troubleshooting, system administration, and customer service, paired with reliable and flexible approach to evolving challenges.
Overview
20
20
years of professional experience
Work History
Service Desk Technician
365 Retail Markets
12.2021 - 10.2025
- Remote and onsite kiosk support for vending and food systems
- Assist with technical issues in windows 10 and Linux ubuntu environments
- Troubleshooting proprietary company software revolving around new acquisition-based technologies
- Troubleshoot software and hardware issues for 50,000+ and growing locations throughout the US and Canada
- Extended use of the zendesk ticketing system
Service Desk Technician
Rocket mortgage
11.2020 - 12.2021
- Remote and onsite desktop support for Internal technology
- Assist with technical issues in a windows 10 environment
- Troubleshooting proprietary company software, as well as standard applications such as Microsoft Office
- Utilize active directory to reset passwords
- Troubleshoot software and hardware issues for 20,000+ and growing staff and contractors
- Extended use of the Cherwell ticketing system
Service Desk Technician
Logicalis
08.2019 - 11.2020
- Remote desktop for 5 accounts
- Assist with technical issues in a windows 7, 8, 8.1, and 10 environment
- Troubleshooting proprietary company software, as well as standard applications such as Microsoft Office
- Utilize active directory to reset passwords
- Troubleshoot software and hardware issues for thousands of end users
- Use several ticketing systems on a daily basis including Service Now and Sharewell
Kitchen Utility
Woodbridge Pub
02.2018 - 07.2019
- Primarily maintained the organization of the tools and utensils to be utilized in the kitchen.
Security
Camouflage Security
07.2016 - 04.2017
- Be alert to safety of citizens at Public Parks and verify the safety and integrity of park equipment.
Kitchen Utility
Detroit Yacht Club
05.2005 - 08.2015
- Utilized in almost every single position related to the kitchen or customer service.
- “Go-to-guy” for any problems they encountered and enjoyed being an integral part of the team.
Education
Computer Information Systems
Henry Ford College
Detroit, MI03.2015
Industrial Design Technician
Focus: Hope
Detroit, MI06.2018
Skills
- SolidWorks Basic Modeling Techniques
- Familiar with Coding Languages: HTML, CSS, PHP, Microsoft Visual Basic
- General IT Knowledge
- Network connectivity
- Security protocols
- Ticket management
- Ticket system management
- Microsoft outlook
Timeline
Service Desk Technician
365 Retail Markets
12.2021 - 10.2025
Service Desk Technician
Rocket mortgage
11.2020 - 12.2021
Service Desk Technician
Logicalis
08.2019 - 11.2020
Kitchen Utility
Woodbridge Pub
02.2018 - 07.2019
Security
Camouflage Security
07.2016 - 04.2017
Kitchen Utility
Detroit Yacht Club
05.2005 - 08.2015
Industrial Design Technician
Focus: Hope
Computer Information Systems
Henry Ford College