Michael Tulloch
Hartford
Summary
Resourceful Service Desk Analyst known for high productivity and efficient task completion. Skilled in troubleshooting, ITIL frameworks, and incident management, with strong abilities in customer service, problem-solving, and communication. Excel at understanding user needs and delivering effective solutions to improve system usability and performance.
Overview
7
7
years of professional experience
Work History
Service Desk Analyst
Bridge Technical Talent
Hartford
06.2024 - 02.2025
- Company Overview: Community Health Center
- On-site analysis, diagnosis, and resolution of complex IT hardware/software problems, including offsite repairs for remote users
- Training IT Service Desk staff on best practices and technology management
- Supervising the building and updating of IT device images and software, maintaining and troubleshooting enduser equipment, and collaborating with Security, Infrastructure, and Applications teams to ensure efficient computing environment operation
- Responding to IT issues, preparing tests and applications for monitoring service desk and equipment performance, and maintaining and tracking equipment inventory
- Community Health Center
IT Analyst I
Insurity
Hartford
08.2023 - 03.2024
- Provided tech support for customers in the IT department and provided security training to employees
- Ensured that reported customer issues were resolved by logging tickets, creating knowledge base articles, and providing technical support
- Managed help desk agents assisting customers per month with system inquiries, software support, and hardware repair
IT Trainer
GalaxE.Solutions
Hartford
04.2021 - 07.2023
- Collaborate with IT and Operation Power Users to identify training needs
- Define, publish, and manage training materials
- Conduct focus groups to capture changes
Lead Desktop Support Technician
Allied Digital Services, LLC
Hartford
09.2020 - 08.2021
- Company Overview: Nassau Reassurance Group
- Troubleshoot computer problems, answer questions, and provide assistance with hardware and software
- Install, maintain, and upgrade hardware and equipment, and ensure systems are running optimally
- Provide technical support to clients and communicate customer feedback to the appropriate internal team members
- Visit a user's location to handle a situation
- Nassau Reassurance Group
Remote support specialist
Systel Contract
05.2019 - 09.2020
- Company Overview: Aetna
- Diagnose and resolve technical issues related to hardware, software, and network connectivity via phone, email, or remote access tools
- Guide users through step-by-step solutions
- Utilize remote desktop software to access and control user devices for troubleshooting
- Provide excellent customer service by actively listening to user problems and communicating solutions clearly and concisely
- Maintain a professional and courteous demeanor in all interactions
- Manage and prioritize support tickets efficiently
- Clearly communicate technical information to non-technical users
- Document all support interactions and resolutions in a ticketing system or knowledge base
- Create and update knowledge base articles and FAQs
- Contribute to the development of best practices and procedures
- Escalate complex issues to higher-level support or other technical teams as necessary
- Collaborate with other IT staff to resolve problems and improve support processes
- Follow established escalation procedures
- Monitor systems and applications for potential issues
- Perform routine maintenance tasks remotely
- Stay up to date with new technologies and software updates
- Meet or exceed established SLAs for response and resolution times
- Track and report on support metrics
- Document and resolve tickets using service now ticketing system
- Aetna
PC Technician
Wireless zone
01.2018 - 05.2019
- Provide level 1 helpdesk support
- Document and resolve tickets using service now ticketing system
- Provide hardware and software support for users
- Prepared and configured hardware
- Shipped and received computer hardware for users
Education
High School Diploma -
Metropolitan Learning Center
Computer Network and Management -
Branford Hall Career Institue
Windsor, CTSkills
- Customer service
- Communication skills
- Time management
- Software troubleshooting
- Microsoft office
- Windows
- Operating systems
- VPN
- Microsoft excel
- Vmware
- Microsoft windows server
- Active directory
- Microsoft word
- Computer networking
- Technical support
- Ticketing systems
- Remote troubleshooting
- Equipment maintenance
- Network troubleshooting
- Documentation management
- Help desk management
- Incident response
- Knowledge base creation
- User training
- Problem solving
- Intune
- Sccm
Timeline
Service Desk Analyst
Bridge Technical Talent
06.2024 - 02.2025
IT Analyst I
Insurity
08.2023 - 03.2024
IT Trainer
GalaxE.Solutions
04.2021 - 07.2023
Lead Desktop Support Technician
Allied Digital Services, LLC
09.2020 - 08.2021
Remote support specialist
Systel Contract
05.2019 - 09.2020
PC Technician
Wireless zone
01.2018 - 05.2019
High School Diploma -
Metropolitan Learning Center
Computer Network and Management -
Branford Hall Career Institue