Michael Smith
White Marsh,MD
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Desk Technician
Tessco Technologies
225 Schilling Circle Suite 300
11.2023 - Current
- Led company-wide Nitro Pro migration (v13 → v14). Resulted in licensing cleanup, cost reduction, centralized account management, and SSO configuration
- Conducted RingCentral migration from Direct Routing/PBX to RingCentral App Add-in to Microsoft Teams
- Managed both Windows 7-to-Windows 10 and Windows 10 to 11 workstation refresh using KACE1000 and Intune. These projects resulted in improved performance, security compliance, and asset tracking across the warehouse
- Installed new corporate office conference rooms set up with Microsoft Teams integration (Yealink A10/A40). This enhanced communication, collaboration, and productivity
- Coordinated a multi-month asset destruction initiative, organizing legacy hardware for recycling with proper data sanitation protocols
- Diagnosed and troubleshot hardware, software and network issues.
Tier 1 Support Technician
Baltimore Information Technology Consultants
11019 McCormick Rd Suite 300
01.2023 - 11.2023
- Tier-1 Support to clients with application rollouts and configuration support
- Received multiple 5-Star ratings for providing enviable service
- Implemented MaaS360 MDM solution for a single business client, enabling centralized management of 200+ Apple devices
- Configured and supported MFA enrollment for end-users across multiple client organizations
- Monitored firewall management for content filtering and GEO policies to increase security
- Updated documentation in IT Glue for client environments, assets, credentials, and troubleshooting workflows
- Optimized team efficiency by proactively identifying areas for improvement and implementing process enhancements.
- Documented resolutions in a concise manner, contributing to the improvement of the internal knowledge base.
- Configured hardware, devices, and software to set up work stations for employees.
IT Technical Support Intern
Remedi Senior Care Pharmacy (Internship)
9006 Yellow Brick Rd
03.2022 - 12.2022
- Tier-2 Technical Support for Remedi Staff
- Monitored network and server activity for uptime and performance
- Imaged 50-100 Thin-Client terminals for onsite and remote users
- Assisted in email migrations to Azure for internal users
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Documented IT support processes and solutions, contributing to knowledge base improvement and team efficiency.
- Contributed to the successful completion of IT projects by effectively managing tasks within deadlines.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
Grocery Front-End Cashier
Redner's Warehouse Market Joppatowne
1002 Joppa Farm Rd
06.2018 - 03.2022
- 2021 Redner’s Employee of the Year
- Received multiple “High Five Award” for excellent customer service
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained cleanliness and organization of checkout area to enhance customer experience.
- Trained new cashiers on register operations and customer service protocols.
- Resolved customer complaints with empathy and professionalism, restoring customer confidence.
Education
Bachelor of Science - Cyber Security Management
University of Maryland Global Campus
University Of Maryland12-2024
Associate of Science - Cyber Security
Community College of Baltimore County
7201 Rossville Blvd12-2022
Skills
- Customer service
- Teamwork and collaboration
- Friendly, positive attitude
- Problem-solving
- Flexible and adaptable
- Multitasking
- Active listening
Websites
Accomplishments
- Migrated 300 plus devices to Windows 11 effectively getting all devices in compliance with Microsoft.
Certification
- CompTIA A+ Certified Feb. 2025 - Feb. 2028
- CompTIA Sec+ In-progress
Timeline
Service Desk Technician
Tessco Technologies
11.2023 - Current
Tier 1 Support Technician
Baltimore Information Technology Consultants
01.2023 - 11.2023
IT Technical Support Intern
Remedi Senior Care Pharmacy (Internship)
03.2022 - 12.2022
Grocery Front-End Cashier
Redner's Warehouse Market Joppatowne
06.2018 - 03.2022
Bachelor of Science - Cyber Security Management
University of Maryland Global Campus
Associate of Science - Cyber Security
Community College of Baltimore County