Michael Williams
Phelan,California
Summary
My objective is to obtain employment in where computer-working skills could be implemented and become part of a professional team where I can contribute to the company’s success.
Overview
24
24
years of professional experience
Work History
Application Support Engineer
InTwo Cloud
Carlsbad, CA
03.2020 - Current
- Deployed patches or updates for existing applications following change management guidelines.
- Utilized Git for version control, facilitating team collaboration and code management.
- Optimized applications for maximum speed and scalability.
- Monitored application performance metrics and made adjustments to improve reliability.
- Conducted workflow analysis, space design, or cost comparison analysis.
- Collaborated with internal teams to resolve customer issues and support customer service goals.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Performed root cause analysis for complex production incidents and implemented preventive measures accordingly.
- Assessed and addressed application scalability issues to support user growth.
- Investigated customer-reported problems related to software applications and identified solutions to resolve them.
- Installed and performed minor repairs to hardware, software, or peripheral equipment.
Service Desk Engineer
InTwo Cloud
Carlsbad, CA
11.2015 - 03.2020
- Evaluated software or hardware to recommend improvements or upgrades.
- Configured routers, switches, firewalls, and other networking devices.
- Performed diagnostics and troubleshooting of mechanical, electrical, and plumbing systems to identify root causes of failures.
- Evaluated new technology and tools for potential application in maintenance operations, driving innovation.
- Maintained composure and patience in difficult customer situations, applying de-escalation techniques, and positive customer support.
- Coordinated shutdowns and turnarounds for major maintenance activities, minimizing operational impact.
- Maintained an inventory of installed software applications and hardware components.
- Led the installation of new equipment, ensuring compliance with technical specifications and safety standards.
- Monitored server performance metrics such as CPU utilization and disk space usage.
- Ensured strict adherence to health and safety regulations, reducing the risk of workplace incidents.
Journeyman I.T. Technician
San Diego Computer Pros
San Diego, USA
10.2014 - 11.2015
- Duties include: remotely analyzing and creating solutions, analyzing and creating solutions onsite, performing maintenance on-site with the server, setting up the network, joining the computer to the network, configuring the remote desktop access, setting up people and groups email on the Exchange server, add a local user as the regional administrator, set up VOIP, set up DNS, set up DHCP, configure routers, install software, replace computers (including Exchange hard drives, clone hard drives, set up backup service, cloud assistance), log all report details including notes, be familiar with both PCs and Mac systems, configure printers onto existing networks, set up company email exchange to personal devices, and troubleshoot on PCs and laptops.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Performed system backups and restores as required.
- Managed inventory of IT assets such as laptops, desktops, servers and peripherals.
Quartermaster (Lead Assistant in Navigation)
United States Navy
02.2001 - 01.2014
- Led a team of 12
- In charge of loading, approving, correcting, and defragmentation of the vessels charts
- Worked under pressured deadlines
- Given and relayed orders that had to be precisely followed
Education
Bachelors of Science - Information Technician
University of Phoenix
San Diego, CA08-2025
Computer Systems Technician Diploma -
United Education Institute
San Diego, CA11.2014
Diploma -
Wharton High School
Tampa, FL01.2000
Skills
- Diagnose and troubleshoot hardware problems
- Diagnose and troubleshoot software problems
- Resolve system problems
- Knowledge of processors
- Knowledge of chips
- Knowledge of electronic equipment
- Application programming
- Develop training materials
- Train users in hardware use
- Train users in software use
- Conduct computer diagnostics
- Microsoft SQL
- Exchange 2008
- Exchange 2012
- Cisco Packet Tracer
- DNS
- DHCP
- HTTP server configuration
- Cisco Packet Tracer VLAN configuration
- Cisco Packet Tracer Trunks configuration
- Networking setup
- Microsoft Office 365
- Microsoft Office 2008
- Microsoft Office 2010
- Microsoft Office 2013
- Application process improvement
- Application monitoring
- Quality control
- Customer support
- Technical issue resolution
- System administration
- Incident management
- User support
Timeline
Application Support Engineer
InTwo Cloud
03.2020 - Current
Service Desk Engineer
InTwo Cloud
11.2015 - 03.2020
Journeyman I.T. Technician
San Diego Computer Pros
10.2014 - 11.2015
Quartermaster (Lead Assistant in Navigation)
United States Navy
02.2001 - 01.2014
Bachelors of Science - Information Technician
University of Phoenix
Computer Systems Technician Diploma -
United Education Institute
Diploma -
Wharton High School
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