Michael Whitmer
Ashford
Summary
Dedicated Technical Support Analyst experienced in resolving technical queries and managing network performance. Strong problem-solving skills and effective communication foster collaboration, ensuring timely issue resolution and customer satisfaction. Looking to become an integral part of an MSP company. Proactive Technical Support Analyst with over 4 years of experience in network troubleshooting and customer support. Known for effective communication and attention to detail, successfully resolving complex technical issues and enhancing client satisfaction.
Overview
2027
2027
years of professional experience
4
4
Certifications
Work History
Technical Support Analyst
Construction Partners Inc
Dothan
08.2022 - Current
- Provided timely updates on progress towards resolution of customer issues via email or phone calls.
- Responded promptly to helpdesk requests from customers regarding their technical queries or concerns.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Maintained positive working relationships with clients and team members to enhance communication and collaboration.
- Communicated with vendors to facilitate software updates and maintenance.
- Managed user access requests for sensitive construction management systems.
- Installed, configured, tested, maintained, monitored, and troubleshot operating systems, application software, hardware devices, printers, scanners.
- Provided remote support services for clients using virtual private networks or other remote access technologies.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Monitored service orders to completion and closed service tickets.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Handled customer service issues by providing guidance or escalating for advanced support.
Network Engineer
Gettel Automotive Family Of Dealerships
Sarasota
10.2018 - 05.2021
- Reviewed system logs to determine usage levels, bandwidth, performance and system security to target inefficiencies and implement appropriate solutions.
- Configured routers, switches, firewalls and other hardware to deploy and manage LAN, WAN and wireless networks.
- Maintained production network according to company SLAs to fulfill agreed-upon client specifications.
- Implemented, tested, validated and maintained networking services according to solution designs.
- Corrected network faults and malfunctions to restore connectivity to individual users and entire facilities.
- Collaborated with IT professionals to identify system needs and implement comprehensive solutions.
- Met with departmental managers to discuss project status and determine action plans.
- Engaged with team members to troubleshoot network issues and enhance overall network performance.
- Monitored networks with Big Leaf SD-WAN
Sales Engineer
Star2Star
Sarasota
- Circuit Information Specialist
- Diagnosed equipment malfunctions and identified root causes of issues.
- Assisted in maintaining up-to-date records for all telecom assets, circuits, accounts, and devices; proactively identified and closed documentation gaps.
- Set up SD-WAN hardware.
- Contacted vendors for installation dates, costs, and status.
- Documented legacy phone system information and vendors.
- Gathered circuit provider information for new site or acquisition requests as directed: pulled quotes, documented options, and organized findings.
- Follow the device enrollment program workflow for new and acquired iPhone devices, and escalate enrollment errors to management.
- Execute routine enterprise VoIP platform administration tasks: add/remove users, update call routing assignments, and reset voicemail PINs following defined procedures.
- Coordinate hardware logistics for acquisition sites: confirm order status, track delivery, and communicate readiness to the project team.
- 10+ years of combined experience in IT support, telecom coordination, help desk, and project support.
- Familiarity with Apple Business Manager (ABM) and iOS device enrollment.
- Used VoIP platforms such as Zoom Phone, RingCentral, and Microsoft Teams.
- Demonstrated ability to follow detailed procedures and runbooks precisely and consistently.
- Assist with VoIP migration tasks as directed: coordinate endpoint shipping and setup, assist with user provisioning in the enterprise VoIP platform, and track task completion on the migration checklist.
- Execute device lifecycle tasks as directed (device ordering, reassignment, wipe-and-reissue, and decommission), following the standard process each time.
- Track telecom hardware orders and deployments; maintain inventory records for phones, headsets, and related equipment including warranty and end-of-life dates.
Education
Associate of Science -
Keiser University
Sarasota, FL04-2007
Skills
- Network troubleshooting
- Remote support
- Operating systems
- Hardware installation
- Customer support
- Technical documentation
- Systems analysis
- Problem solving
- Effective communication
- Time management
- Attention to detail
- Data analysis
- Ticket resolution
- Technical issue analysis
- Security protocols
- On-site technical support
- Quality assurance
- Application installations
- Incident tracking
- Ticket management
- LAN/WAN
- Data recovery
- Project management
- LAN switching technologies
- Proactive and team player
- Data encryption
- Remote work support
- Documentation writing
Certification
Comptia A +
References
References available upon request.
Timeline
Technical Support Analyst
Construction Partners Inc
08.2022 - Current
Network Engineer
Gettel Automotive Family Of Dealerships
10.2018 - 05.2021
Sales Engineer
Star2Star
Associate of Science -
Keiser University