MICHAEL VOELKER
Fairfax,VA
Summary
Resourceful System Administrator consistently responds to wide range of technical challenges with focused and creative approach. Highly effective at problem solving and decision making. 4 Years of progressive IT experience. Secret Clearance. 4 Years of Help Desk experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Lead
TMR Inc/One23 Group
10.2022 - Current
- Capable of providing incident, request, change, configuration, and asset management support via phone, email, web, and other channels necessary to users in the areas of email, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed and deployed.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Trained new team members by relaying information on company procedures and safety requirements.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Position is Full Time.
- Position is GS-9 Equivalent.
Tier 1 Agent
TMR
12.2021 - 10.2022
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Demonstrated commitment to professional growth through regular attendance at industry conferences, workshops, or seminars related to customer service and technical support.
- Maintained high-performance standards by consistently meeting or exceeding key performance metrics.
- Ensured compliance with company guidelines by closely monitoring all agent-customer interactions.
- Streamlined communication between customers and technical teams for timely issue resolution.
- Reduced average call duration through efficient problem-solving techniques and clear communication skills.
- Position was Full Time.
- Position is GS-7 Equivalent.
Nodal Network Systems Operator
US Army
11.2016 - 11.2020
- Supervise, install, operate, and preform maintenance on IP based high speed electronic nodal systems; integrated network control centers; network management facilities.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Collaborated with fellow team members to conduct mission critical operations and maintenance.
- Standardized job tasks and trained junior team members on mission practices and standards.
- Developed comprehensive documentation for system configurations, facilitating seamless handovers between shifts.
- Streamlined information flow by installing and configuring routers, switches, and servers.
- Collaborated with team members to effectively manage complex networking projects, achieving timely completion.
- Contributed to overall network design strategy discussions, offering valuable input from an operator perspective.
Assistant Electrical Engineer
Combine Services
05.2014 - 10.2015
- Displayed working familiarity with power systems theory and concepts.
- Followed OSHA-mandated safety protocols and generally accepted guidelines during project execution.
- Identified specific cables, connectors, fuses, circuit breakers and other electrical devices required for installation of monitoring systems.
- Evaluated installed electrical equipment and systems to isolate faults and implement corrective actions.
- Coordinated tasks of electrical contractors, work crews and public agencies to meet project deadlines
Education
Associate of Science - Information Technology
Northern Virginia Community College
Annandale, VA05.2015
High School Diploma -
Lake Braddock Secondary
Burke, VA06.2013
Skills
- Disaster Recovery
- Network Security
- Application Configuration
- Vendor Relations
- Problem Solving
- Technical Troubleshooting
- Team Collaboration
- Software Management
- System Testing
- Performance Monitoring and Optimization
- Security Needs Assessment
Certification
Nodal Systems Operator Maintainer Certification 260-25N10 (CP)
Structured Self Development Supervision SSD-1
Timeline
Team Lead
TMR Inc/One23 Group
10.2022 - Current
Tier 1 Agent
TMR
12.2021 - 10.2022
Nodal Network Systems Operator
US Army
11.2016 - 11.2020
Assistant Electrical Engineer
Combine Services
05.2014 - 10.2015
Associate of Science - Information Technology
Northern Virginia Community College
High School Diploma -
Lake Braddock Secondary
Nodal Systems Operator Maintainer Certification 260-25N10 (CP)
Structured Self Development Supervision SSD-1
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