Michael Straub
Pittston,PA
Summary
Accommodating Technical Support with 25 years of experience interacting cordially with wide range of personalities and satisfying customers by patiently and tactfully handling difficult situations. Practiced at maintaining, analyzing and troubleshooting computers and peripherals. Highly motivated and results-driven when resolving IT issues and interacting with help desk staff.
Overview
25
25
years of professional experience
Work History
Help Desk Team Leader
Precision Innovation
01.2021 - Current
- Increased databases of knowledge articles, video tutorials, trainings, and technical support of point of sales systems, work with over 300 locations
- Performed troubleshooting pos on terminals, laptops and tablets
- Preformed Assembly of pos devices and materials, installation of those materials and their maintenance.
- Used Ticketing systems to manage and process support actions and requests
- Established and supported networks for over 300 locations remotely and on site.
- Provided Tier 1 - 2 IT support to non-technical internal users through desk side support services
- Managed help desk consisting of 7 employees and conducted performance evaluations
- Documented support interactions for future reference
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues
Aero Installer
Compucom at State Farm
02.2019 - 09.2022
- Managed own schedule. Including setting up visits and delivery of products.
- Worked with over 500 locations
- Contracted to install computers as well UPS battery systems
- Traveled to many locations throughout US
- Worked with compatibility software to back up data and install new systems
- Replaced printer systems and updated and troubleshooted software involved.
- Inspected installations to check for functionality and maintain customer satisfaction
DNS, Email, and Domain Specialist
Web.com
10.2018 - 08.2019
- Managed over 50 customer calls per day
- Domain registration
- DNS with ADNS changes
- Programming
- Email and exchange platform
- SSL trouble-shooting
- Assistance with website design and ideas
- Product enhancement
- Closed sales for over 500 accounts for sales amounting to an average 1-3% of company revenue.
Analyst Level
C3i Solutions
09.2017 - 10.2018
- Preformed daily tasks required for reaching out as well as solving issues for client base.
- Managed over 50 calls per day
- Completed 20 or more tasks daily
- Providing Technical support for pharma corporations
- Companies Including usage of Service Now and Horizon Logging systems
- Basic to advanced knowledge of Veeva Salesforce systems and Veeva CRM applications, Use of remote computer software Bomgar, Logmein and TeamVeiwer applications
- Understanding of Active Directory environments for adjustment of Grouping, updating and unlocking password, and account creation
- Advanced knowledge of Office 365 applications and usage including most Microsoft products.
Game Tester
Many
01.2006 - 07.2018
- Testing and playing computer games for past 25 years, across multiple platforms, mediums, and genres
- Able to encompass simple system repairs and modification to result in playable games
- Preformed Trouble shooting with system
- Acquired and upgraded system specs and requirements for computers in regards to qualifying needs of applications
- Preformed 600+ hours with streaming technologies
- Established simple and complex LAN setup including usage of port forwarding, port blocking, and tunneling programs such as Tunneler.
Education
Bachelor of Science - Information Technology
Lehigh Valley College
Allentown, PA2006
Skills
- Active Directory
- ASPNET
- LAN
- Remote Access Software
- Microsoft SQL Server
- TCP/IP
- DNS
- Operating Systems
- SQL
- SSL
- Computer Networking
- VPN
- Network Support
- Microsoft Windows
- Technical Support
- WAN
- Assessments
- Responding to technical support situations with sensitivity
- Performing software, hardware, and network operations
- Component Replacements
- Customer Needs Assessments
- Installing New Hardware
- Ticket Tracking
- Emergency Service Coordination
- Detailed Meeting Minutes
- Training Initiatives
- User Access Management
- End-User Training
- Inventory Procedure Documentation
- End-User Support
- Voice over Internet Protocol (VoIP)
- Help Desk Support
- Troubleshooting Network Issues
- User Experience
- Software and Hardware Assistance
- Customer Inquiries
- Team Support
- Computer Hardware Knowledge
- Video Conferencing
- Bug Fixes
- Microsoft Active Directory
- System Migration
- Information Updates
- Client Relationship Management
- Training Junior Team Members
- Quality Control Procedures
- System Implementation
- Credit Card Transaction Processing
- Closing Tickets
- Google Chrome
- Customer Satisfaction
- Administrative Support
- Technical Process Improvement
- Quality Assurance Testing
- Desktop Troubleshooting
- Team Development
- System Performance Assessments
- Cash Register Operations
Timeline
Help Desk Team Leader
Precision Innovation
01.2021 - Current
Aero Installer
Compucom at State Farm
02.2019 - 09.2022
DNS, Email, and Domain Specialist
Web.com
10.2018 - 08.2019
Analyst Level
C3i Solutions
09.2017 - 10.2018
Game Tester
Many
01.2006 - 07.2018
Bachelor of Science - Information Technology
Lehigh Valley College
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