Michael Upshaw
Adairsville,GA
Summary
Motivated IT Support Specialist with hands-on experience troubleshooting hardware, software, and network issues in fast-paced environments. Skilled in resolving escalated tickets, configuring systems, and supporting users across multiple channels. Currently pursuing an Associate degree in Information Technology, with a strong foundation in Active Directory, Microsoft 365, and remote support tools. Brings 10+ years of professional experience providing reliability, problem-solving, and the ability to perform under pressure.
Overview
1
1
Certification
2
2
years of professional experience
Work History
IT Support Specialist I / Help Desk Analyst I
Tech X Services
Hampton, VA
02.2024 - Current
- Provide Tier I technical support for hardware, software, and network issues across multiple channels (phone, chat, remote)
- Troubleshoot and resolve escalated tickets, reducing downtime and improving user productivity
- Install, configure, and maintain systems, applications, and user environments
- Manage user accounts, permissions, and password resets using Active Directory
- Document issues, resolutions, and processes within ticketing systems
- Assist in training and supporting Tier I technicians
Class A CDL Delivery Driver
ATL Cartage, Williams Transportation, Penske, & Mayfield Dairy Farms
07.2025 - Current
- Delivered goods efficiently while ensuring customer satisfaction
- Managed inventory and maintained accurate delivery records
- Complete daily delivery routes while meeting strict deadlines and maintaining accuracy
- Solve logistical and operational issues independently in fast-paced environments
- Maintain consistent reliability and time management under pressure
- Managed high-load routes and adapted to real-time challenges
- Maintained compliance with safety regulations and documentation requirements
Education
Associate of Arts - Information Technology
University of Phoenix
09-2026
High School Diploma -
Adairsville High School
Adairsville, GA05-2012
Skills
- Operating Systems: Windows, macOS, Linux (basic)
- Hardware: PC components, mobile devices, peripherals
- Networking: IP basics, Wi-Fi, Bluetooth, NFC, DNS fundamentals
- Security: Antivirus, system updates, firewall configuration
- Tools: Microsoft Office, basic command line
- Core Skills: Troubleshooting hardware/software issues
Additional Strengths
- Strong work ethic
- Fast learner
- Problem-solving mindset
- Reliable and adaptable
Certification
- CDL Class A
- CompTIA A+ (In Progress)
Timeline
Class A CDL Delivery Driver
ATL Cartage, Williams Transportation, Penske, & Mayfield Dairy Farms
07.2025 - Current
IT Support Specialist I / Help Desk Analyst I
Tech X Services
02.2024 - Current
Associate of Arts - Information Technology
University of Phoenix
High School Diploma -
Adairsville High School