Michael Tyler

• Diagnosed and resolved hardware and software issues to enhance system performance.
• Provided technical support for end-users, improving user satisfaction through effective troubleshooting.
• Configured hardware, devices, and software to set up work stations for employees.
• Managed hardware and software inventory, ensuring timely updates and replacements as needed.
• Used ticketing systems to manage and process support actions and requests.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

• Streamlined communication processes for enhanced employee satisfaction
• Administered Nursing population Cisco Accounts using Jabber
• Provided Active Directory and Office 365 support
• Telecom Asset Management responsibilities
• Responsible for Telecom On/Off Boarding nursing population
• Administered the ticketing queue using JIRA
• Configured and maintained network equipment, ensuring optimal performance.

Provided Active Directory and Office 365 support

Managed highly active ticket queue

Delivered high quality desk side support at Main HQ

Telecom/Cisco IP phone support

Imaging desktop and laptop responsibility

• Provided technical support for hardware and software issues, enhancing user productivity.
• Documented IT support processes and solutions to improve knowledge sharing among team members.
• Managed inventory of IT equipment, coordinating timely procurement and deployment of resources.
• Member of Infrastructure upgrade team
• Managed high levels of call flow and responded to technical support needs.
• Reduced SLA violations through honest prioritizations and active communications