MICHAEL WAYNE CHAMBERS
Corona,CA
Summary
To obtain a position as Helpdesk Supervisor with a company that will utilize my skills and provide opportunities for growth.
Overview
17
17
years of professional experience
Work History
Helpdesk Supervisor
Information Technology Consulting
Corona, CA
11.2025 - 12.2025
- Supervise and coordinate Help Desk team activities to ensure timely resolution of technical issues across multiple sites.
- Oversee Help Desk operations for all locations, ensuring consistent service delivery and remote support capabilities.
- Monitor ticket queues, prioritize requests, and enforce Service Level Agreements (SLAs).
- Act as an escalation point for complex or critical incidents.
- Train, mentor, and evaluate Help Desk staff; manage scheduling and workload distribution.
- Developed and maintained Help Desk procedures, documentation, and knowledge base to streamline operations.
- Prepared and presented performance reports, identified trends, and recommended improvements to enhance service delivery.
- Resolved complex or sensitive issues by self-assigning open tickets.
- Implement and maintain remote troubleshooting protocols and access for distributed teams.
- Support Windows deployment projects and maintain working knowledge of Microsoft Azure and Intune for device management and cloud integration.
- Manage mobile device administration using MDM tools such as Intune.
- Work closely with Infrastructure, Network, and Application teams to resolve systemic issues and implement new technologies.
- Coordinated IT support for production facilities, warehouses, and corporate offices, minimizing downtime and ensuring operational continuity.
- Ensure IT systems and processes comply with food industry regulations (e.g., FDA, USDA) and cybersecurity standards.
- Support technology requirements for cold storage monitoring, ERP systems, and plant automation tools.
Infrastructure Engineer
Infinite Computers Solutions
Honolulu, HI
07.2023 - 10.2025
- Collaborated with vendors and professional services to enhance Disaster Recovery Data Center processes.
- Point of escalation providing hands-on support and quick issue turnaround due to urgency of environment.
- Facilitated communication between Business Unit and technical teams to resolve complex infrastructure issues and outages.
- Troubleshoot with technical services, in addition to using knowledge base articles to resolve complex issues escalated from level 1 support teams.
- Service Now CMDB maintenance and discovery troubleshooting.
- Configuration and administration of Windows 2019 server promoting server to domain controller.
- Worked closely with vendor and Offshore Team to coordinate equipment refresh and configurations.
- Configured VMWare virtual machines by adding them to the domain and installing necessary software.
- Patched 328 Windows Servers using Microsoft Endpoint Configuration Manager (MECM). Installed updates and hotfixes during maintenance windows.
- Trained offshore team on MECM, enabling effective troubleshooting, job monitoring, and collection creation.
- (Remote) Honolulu, HI
Technical Analyst
Enstar
Orange, CA
12.2018 - 12.2022
- Managed VMs and applications using Microsoft Azure, facilitating information reconciliation with Service Now through tag and IP address retrieval.
- Verified server roles in SolarWinds and utilized IPAM for accurate verification of network and subnet locations organization-wide.
- Create inventory and performance reports in SolarWinds. Created dashboards from generated reports in Service Now.
- Created knowledge-based articles in Service Now on CMDB topics.
- Established remote connectivity to Windows Server 2012 and 2016 for application troubleshooting via RDP, executing .bat files for fixes.
- Worked with business units and stakeholders on planning and implementation of Change Requests.
- (Hybrid) Orange, CA
System Administrator
Information Technology Consulting
Corona, CA
08.2016 - 12.2018
- Implementation of cloud storage solutions to ensure data backup and recovery.
- Dell EMC backup solutions for backup and restore of critical user data.
- Server migration from Windows 2012r2 to Windows 2022 Standard.
- Executed installation of Hyper-V role in Windows 2016 to virtualize server RDS, optimizing server resource utilization.
- DHCP configuration creating scopes to enable static entry for enterprise devices requiring static addresses.
- Installation of and configuration of blade servers on rack mounts in IDF to organizations PDU specifications.
- Server monitoring through SolarWinds and log files to troubleshoot performance issues.
- Created and deployed Microsoft monthly critical patches through MECM, ensuring system security and compliance.
- Packaged and delivered applications using Microsoft SCCM 2012 and App Volume Manager VMware, streamlining software distribution.
Manager Desktop Operations
Allscripts (Onsite at PIH)
Whittier, CA
07.2008 - 08.2016
- Managed daily operations of 11 desktop support employees, reducing budget by 20% through in-house talent training.
- Monitored overdue work orders using Excel metrics and pivot tables to coach team members, enhancing performance.
- Streamlined break-fix process by coordinating with vendors for rapid part ordering, leading to quicker client resolutions.
- Collaborate with project stakeholders on technology expansions at Whittier and Downey locations of Presbyterian Intercommunity Hospital.
- Remotely resolved end user issues with Altiris 6.0 and Dameware for remote administration.
- Supported VMware client-side configuration and connectivity in enterprise environment.
- Established documentation standards and provided training to ensure team understanding of new processes.
Education
Master of Business Administration -
California Baptist University
Riverside, CA05.2013
Bachelors in business administration -
California Baptist University
Riverside, CA05.2012
Liberal Arts Degree - Certification Occupational Health Safety
Fullerton College
Fullerton, CA06.2002
Skills
- Ticket management
- Service Level Agreements
- Team mentorship
- Help Desk operations
- Remote troubleshooting
- Infrastructure coordination
References
Available Upon Request
Technical Certifications
Comptia A+ Certified
Timeline
Helpdesk Supervisor
Information Technology Consulting
11.2025 - 12.2025
Infrastructure Engineer
Infinite Computers Solutions
07.2023 - 10.2025
Technical Analyst
Enstar
12.2018 - 12.2022
System Administrator
Information Technology Consulting
08.2016 - 12.2018
Manager Desktop Operations
Allscripts (Onsite at PIH)
07.2008 - 08.2016
Master of Business Administration -
California Baptist University
Bachelors in business administration -
California Baptist University
Liberal Arts Degree - Certification Occupational Health Safety
Fullerton College