Michael Thies
Little Elm,TX
Summary
Proficient in troubleshooting and configuring desktop systems, providing reliable Tier 1 and Tier 2 support. Demonstrates a strong commitment to user satisfaction through effective problem resolution and technical expertise in hardware, software, and networking solutions.
Overview
9
9
years of professional experience
Work History
Customer Assistant
Walmart Retail Corporation
11.2025 - 02.2026
- Assisted customers with needs, greeted them on sales floor, and recommended products tailored to preferences, enhancing customer experience.
- Stay updated on the latest electronics trends, specifications, and features to provide informed recommendations.
- Delivered customer assistance, maintained product knowledge, applied sales techniques, and managed stocking, display maintenance, basic troubleshooting, and transaction handling.
- Organized and stocked shelves with merchandise to maintain product availability., set up displays, and ensure products are properly displayed.
Project Installations Small Workstations (HUB)
Wells Fargo
Farmers Branch, TX
11.2024 - 12.2024
- Installed HUBS (docking stations) and connected to monitors, ensuring proper setup and neat appearance of workspaces.
- Configured and delivered new systems, providing customers with fully functional technology solutions.
- Utilized USMY and SCCM for computer migrations, safeguarding data throughout the process.
Deskside Support Technician
RTX (Raytheon)
McKinney, TX
08.2024 - 10.2024
- PC Deployment experience using OS delivery method using the setup boot media (CD, USB, ISO, or PXE).
- Installed applications during task sequences.
- Assisted customers with computer profile configuration, data file retrieval, and reinstallation after reimage/deployment.
- Understand and be able to do troubleshooting of Bitlocker on laptops and desktop versions.
- Wiped hard disk clean and created new volumes for system readiness.
- Experience with Service request management system (ServiceNow).
- Pull MBAM Report for Compliant and Non-Compliant computers fill out Chain of Custody forms.
- Executed virtual service operations to optimize system performance as Kyndryl Consultant.
Customer High Performance Computing Systems
HPE-CYRUSONE
Allen, TX
03.2024 - 04.2024
- Installed 128 GPU racks across two islands.
- Installed approximately 5000 cables per island, including IB copper and fiber, 1G, 10G, and 100G.
- Identified and prepared high-speed cabling by sorting, bundling, and installing cables, including some manual rack positioning.
- Managed data center operations
Project Reimaging Technician Onsite
Worldwide Tech Services
Irving, TX
09.2023 - 01.2024
- Prepared Mini Desktop HP for re-imaging, ensuring successful updates to Windows 10 22h2 installations.
- Renaming computers and assigning to the proper OU under the Devices container.
- Verified system configurations the correct application installed and Group Policies have been updated.
- Established Wi-Fi connections and installed Zscaler, ensuring seamless domain updates for active connections.
- After deployment is completed, the last procedure is updates and run a Group Up Date /Force.
Desktop Support Technician
E-Solutions (HCL America)
Plano, TX
10.2022 - 02.2023
- Delivered first contact technical support for hardware and software issues via softphone, email, and internet.
- Utilized various computer applications to support technical processes, including Netop remote tool, VPN, Microsoft Office 365, ServiceNow ticket system, and Virtual Desktop Infrastructure, while effectively managing difficult customer interactions.
- Communicated clearly and professionally, demonstrating exceptional customer service skills.
- Identified information sources to provide accurate answers and served as a technical resource for resolving policy and policyholder questions.
IT Deployment Technician
GTS Technology Solutions
Dallas, TX
09.2022 - 10.2022
- Set up voting machines and tested procedures, ensuring date and time accuracy.
- Tested touch screens, calibrated settings, and verified functionality of ballot card printing and language options.
- Inspected power cables for cuts or damage, ensuring safety and reliability of machines.
- Inspect all voting Machines are current for Safety standards.
- Ensured accessibility of voting machines for voters with disabilities by confirming their proper placement.
- Test and calibrate keyboards for accuracy and functionality.
Desktop Support Specialist
PrimeSource Building Products (Donovan & Watkins)
Irving, TX
06.2022 - 08.2022
- Managed Remote Desktop Application and Ninja RMM with Wise Control to enhance remote support capabilities.
- Managed PrimeSource ticketing tool for internal support requests.
- Troubleshot VPN connectivity issues for end users using Zcaler to ensure consistent access.
- Managed mobile phones, reactivated accounts, and set up users with DUO Account for secure access.
- Using Active Directory to manage accounts, profiles, and group management.
- Install software remotely working with end users' home or at office.
- Troubleshooting and escalation of issues and screen sharing using Teams.
Desktop and Laptop Deployment Technician
Progressive IT (Safran Group)
Dallas, TX
03.2022 - 05.2022
- Deployed desktop workstations and laptops across the organization to ensure operational readiness.
- Configure settings on Windows workstations, replace or migrate data on new or old computers.
- Installed Cat6 LAN cables to establish network connectivity for new workstations in the office.
- Troubleshoot any issue that may come up related to network operations and end-user support.
- Assist or provide network administration functions such as implementing MS-Outlook Accounts, Managing data, modifying profiles, and recovering passwords.
- Collaborated with end users to enhance clarity and effectiveness of the migration process.
- Working with several domain connections for end-users to access Aerospace vendors.
Desktop Support/Deployment Technician
Robert Half Technology (Peterbilt Motors Co.)
Denton, TX
12.2021 - 03.2022
- Assisted in deployment of desktop workstations and laptops organization-wide, ensuring seamless integration for end users.
- Managed imaging, configuration, and installation of computer software using deployment tools like SCCM, optimizing software deployment processes.
- Replaced outdated laptops and desktops with new devices for improved performance. and deploying Windows 10.
- Complete and troubleshoot Data Migration from old pc to new pc.
- Using Active Directory to manage accounts, profiles, and group management.
- Configure settings on Windows workstations.
- Experienced in the management of Remote Desktop Application and Damware for remote access.
- Respond to tickets, follow up with users and resolve tickets using Cherwell Service Management Ticketing.
- Restore all users and configuration data from user's backup.
- Completed special tasks and projects directed by the IT Service Manager.
- Deployed Dell OptiPlex 3080 Micro SFF with Multiple Users on Production Floor.
Desktop/Laptop Support IT Analyst
Take2it.com (VA Medical Center Dallas, TX)
02.2021 - 12.2021
- Install, Configure, and troubleshoot computer hardware, operating systems, network configurations and software.
- Diagnosed and resolved recurring hardware and software faults, ensuring optimal performance of systems and devices for users.
- Support the end user connectivity issues on LAN, Wi-Fi and SSL VPN.
- Troubleshooting Cisco VPN connectivity, Setting up User accounts in Active Directory.
- Providing remote support to users, Supporting Windows OS 10 and dBat.
- Performed imaging of computers using PXE boot connections to streamline deployment.
- Deliver day-to-day IT support to local and remote offices through ServiceNow ticketing system, in-person assistance, IT support line, email, and instant messaging.
- Work with Administration Team to identify and resolve user permission errors, provide, and troubleshoot printer access, and manage AD group membership.
- Prioritize workload to effectively troubleshoot and execute resolution to technical issues.
- Ensure a detailed trouble ticket has been created for all end user requests.
- Install hardware and software for domain joined workstations.
- Provide 2nd & 3rd level support in performing analyses, testing, and updates of hardware systems.
- Maintained, monitored and troubleshot, servers, and Network Components in a Medical Environment settings.
Computer Deployment and Setup Technician
Abbtech Professional Resources, Inc.
01.2021 - 02.2021
- Configured 5K laptops for deployment, ensuring readiness for end-users.
- Executed new computer installations by unboxing, setting up devices, and removing trash.
- Naming and joining computers to the domain, running commands and updates.
- Resolved technical escalations during delivery, facilitating smooth deployment process.
- Must be able to meet deadlines for deployment set by the client and have excellent customer service background.
- Addressed customer inquiries and resolved issues, enhancing user satisfaction.
- Ability to comprehend and follow verbal and written technical instructions and scripts.
- Managed operational tasks for Texas Health Service to support healthcare delivery.
Desktop Support Engineer (Tiers 2/3)
Bimbo Bakeries
Coppell, TX
03.2020 - 11.2020
- Delivering updates of Microsoft products, third-party applications, hardware drivers, and system BIOS devices, including desktops, laptops.
- Managed tickets by updating notes, detailing resolutions, and ensuring timely completion of tasks.
- Configured network drive for Client Installation using SCCM to streamline software deployment.
- Installed software from global domain to corporation domain, ensuring new PCs joined to the domain post-SCCM client installation.
- Initializing Imaging process with USB thumb drive, using Lite Touch Installation select values when prompted, Computer Name, Time Zone, Domain, Organization Unit, and Region.
- Configured taskbar for users and administrators, adding frequently used applications and setting up environments for 2016, Oracle 11a, Teams, printers, and OneDrive synchronization.
- Connecting Laptops and Desktops to the LAN or Wi-Fi, attached to the Domain and Windows Updates.
- Conducted inventory of hardware and accessories to ensure accurate stock levels.
- Barcel USA CompuCom Systems, Inc.
Computer Field Service Technician
Unisys Dell (Indotronix International Corp)
Plano, TX
09.2020 - 10.2020
- Provides on-site commissioning and installation of various forms of equipment.
- Diagnosed equipment and printer failures; performed repairs, replaced components in field when possible, or returned items for shop repair; reinstalled repaired equipment and set up loaner units.
- Tests and repairs equipment at the customer's site.
- Verified machinery and instruments functionality; executed contract or warranty repairs or replacements on-site.
- Investigates LAN/WAN failures, carries out repair on equipment or completely replaces.
- Performs installation and configuration of peripherals, microcomputer workstations, LAN/WAN components, and printers.
- Traveled to customer locations to deliver technical support services.
- Supplied customers with contact information for ongoing support and troubleshooting.
- Attends regular ongoing education as scheduled by the employer or manufacturer of equipment.
Windows 10 Migration Technician
Kemper Auto Insurance Precision Resources Agency
10.2019 - 12.2019
- Configure and deploy images and software based on provided work instructions.
- Provided onsite post-migration support to end users, addressing migration-related inquiries.
- Installing hardware onto laptop and desktop computers.
- Working knowledge of the company SCCM software distribution.
- Prioritized tasks effectively to ensure efficient resource utilization.
- Maintained and protected assets and property, including spare parts and test equipment.
- Represent the customer in a professional and business-like manner and communicate effectively with onsite customers associates.
Windows 7/10 Migration Support
Global Life Inc.
McKinney, TX
06.2019 - 09.2019
- Executed imaging, PC refresh, migration, staging, and configuration for Windows 7 and Windows 10 operating systems.
- Performing post imaging tasks such as renaming and joining the system to a domain.
- Resolved application installation and configuration issues to ensure proper functionality.
- Diagnosed and repaired laptops and desktops, addressing hardware and software issues.
- Installing operating systems and software packages onto computers.
- Installing hardware onto laptop and desktop computers.
- Supported data staffing processes for NTTA.
Computer Refresh Support Technician
CentillionZ-Ericsson N.A Headquarters
Plano, TX
01.2019 - 08.2019
- Image HP and Lenovo desktops/laptops using SCCM 2012 with Windows 7.
- Image laptops from Windows 7 to Windows 10.
- Troubleshoot/break-fix and support Desktop, Laptop, Network, Server, and Printer setup, maintenance, and support.
- Supported Network, and Printer Support, troubleshoot and break/fix for laptops, desktops, HW/SW.
- Managed onsite delivery of software services, installation, and configuration for customer environments, enhancing operational efficiency.
- Delivered reactive and proactive activities per Service Level Agreement, ensuring timely resolutions and high customer satisfaction.
- Maintained work ticket queue, efficiently processing tickets to support prompt issue resolution.
- Demonstrated strong understanding of general and technical job aspects.
- Applies basic knowledge of the job skills and company policies and procedures to complete a variety of assignments/tasks.
IT Service Desk Analyst
Inogen
Richardson, TX
09.2018 - 11.2018
- Provided Tier 2 and Tier 3 support for HP products, ensuring timely issue resolution.
- Supported general networking and troubleshooting tasks, including break-fix, DHCP, DNS, and firewall configurations, to maintain operational continuity.
- Assisted end-users and staff with resolution of software and hardware issues to enhance user experience.
- Support Outlook 365, VPN, Pulse secure and Windows 7 and 10.
- Install a variety of software packages following standard procedures.
- Set up and configure Shoretel desk phones.
- Created Windows images for new hires to standardize workstation setup.
- Use of Ticket Tracking Tools (Service NOW).
Technical Support Analyst
Amerisource-Bergen
Frisco, TX
07.2018 - 08.2018
- Install, maintain and perform troubleshooting, Break/fix, refreshing, staging, imaging HP, Lenovo local desktops, laptops and printers.
- Tests configured systems for appropriate functioning and break-fix/troubleshoots for any errors found.
- Resolved basic network connectivity issues for users, facilitating uninterrupted operations.
- Troubleshoots malfunctioning units using efficient problem solving techniques and departmental procedures.
- Conducted on-site hardware diagnostics to assess and resolve problem tickets.
- Image/Reimage desktops and laptops using SCCM 2012.
- Image laptops from Windows 7 to Windows 10.
- Unpack appropriate CPU, hardware and software and install each at default or to custom specifications.
- Mobilized control center for onsite duties, providing hardware and software support to users.
- Ensured laptops and desktops retained and restored data during post-migration, responding to IT support emails and tickets.
- Documented results and outlined objectives during onsite duties to enhance project clarity.
On-Site IT Service Technician
Toyota North America
Plano, TX
05.2017 - 01.2018
- Delivered Tier 2 and Tier 3 support to resolve complex technical issues.
- Supported troubleshooting for HP laptops and desktops, addressing hardware and software challenges.
- Supported networking and troubleshooting for DHCP, DNS, and firewall configurations to maintain system reliability.
- Install desktop and laptop workstations.
- Install a variety of software packages following standard procedures.
- Assist end-users and staff with software and hardware issues.
- Provide support for tablets, smartphones and iPhones.
- Provided administrative support at D&Z Federal Services
Education
Associates Degree - Computer Information Systems, Cisco Network
Edmonds Community College
Edmonds, WASkills
- Desktop Support
- ServiceNow
- IT ticket tracking
- Ticket Management
- Windows 10
- Remote Software Setup
- LANs/WANs
- Network Connectivity Support
- Citrix Client
- MS Office 2016 - O365
- OneDrive
- Teams and WebEx
- Deploy iPad
- Remote Viewing and Servicing
- Service Request Management
- Customer Service
Timeline
Customer Assistant
Walmart Retail Corporation
11.2025 - 02.2026
Project Installations Small Workstations (HUB)
Wells Fargo
11.2024 - 12.2024
Deskside Support Technician
RTX (Raytheon)
08.2024 - 10.2024
Customer High Performance Computing Systems
HPE-CYRUSONE
03.2024 - 04.2024
Project Reimaging Technician Onsite
Worldwide Tech Services
09.2023 - 01.2024
Desktop Support Technician
E-Solutions (HCL America)
10.2022 - 02.2023
IT Deployment Technician
GTS Technology Solutions
09.2022 - 10.2022
Desktop Support Specialist
PrimeSource Building Products (Donovan & Watkins)
06.2022 - 08.2022
Desktop and Laptop Deployment Technician
Progressive IT (Safran Group)
03.2022 - 05.2022
Desktop Support/Deployment Technician
Robert Half Technology (Peterbilt Motors Co.)
12.2021 - 03.2022
Desktop/Laptop Support IT Analyst
Take2it.com (VA Medical Center Dallas, TX)
02.2021 - 12.2021
Computer Deployment and Setup Technician
Abbtech Professional Resources, Inc.
01.2021 - 02.2021
Computer Field Service Technician
Unisys Dell (Indotronix International Corp)
09.2020 - 10.2020
Desktop Support Engineer (Tiers 2/3)
Bimbo Bakeries
03.2020 - 11.2020
Windows 10 Migration Technician
Kemper Auto Insurance Precision Resources Agency
10.2019 - 12.2019
Windows 7/10 Migration Support
Global Life Inc.
06.2019 - 09.2019
Computer Refresh Support Technician
CentillionZ-Ericsson N.A Headquarters
01.2019 - 08.2019
IT Service Desk Analyst
Inogen
09.2018 - 11.2018
Technical Support Analyst
Amerisource-Bergen
07.2018 - 08.2018
On-Site IT Service Technician
Toyota North America
05.2017 - 01.2018
Associates Degree - Computer Information Systems, Cisco Network
Edmonds Community College