Michael Wyatt
Circleville,OH
Summary
A passionate and energetic associate with 6+ years’ experience in Team Leadership, IT Help Desk, process management, and customer services roles. A highly motivated and driven professional, who demonstrates a passion for continuous improvement utilizing creative problem-solving skills & data analysis to achieve success. Superb oral and written communication skills paired with excellent time management and leadership abilities. Desire to continue personal and professional growth within the IT field and future technology disciplines.
Overview
8
8
years of professional experience
Work History
Team Leader Manager
Netwrix
Frisco, TX
08.2019 - Current
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.
- Led employee relations through effective communication, coaching, training and development.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
Application Support Engineer
Netwrix
Frisco, TX
11.2016 - 08.2019
- Supported software integration and implemented maintenance enhancements.
- Maintained effective customer relationships and identified future business opportunities to support and strengthen corporation mission.
- Exhibited strong technical aptitude and application expertise resulting in optimized performance, continuous improvement recommendations and product innovation.
- Communicated with clients to define business objectives and present individualized solutions.
- Addressed technical issues and guided end users through resolution.
- Worked closely with other team members in such tasks as troubleshooting and debugging.
IT Service Desk Analyst
Chipotle
Columbus, Ohio
10.2015 - 11.2016
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and [Type].
- Submitted service tickets for equipment maintenance requests.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
IT Service Desk Analyst
Gap
Columbus, OH
08.2014 - 10.2015
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and [Type].
- Submitted service tickets for equipment maintenance requests.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Education
High School Diploma -
Grove City High School
Grove City, OH06.2010
Skills
- Training Initiatives
- Administration and Reporting
- Quality Assurance Training
- Employee Performance Reviews
- Managing Operations and Efficiency
- Technical Proficiency
- Performance Tracking and Evaluations
- Scheduling and Coordinating
- Employee Coaching and Motivation
- Team Management Understanding
- Workforce Management System Software
- Customer Accounts Management
Timeline
Team Leader Manager
Netwrix
08.2019 - Current
Application Support Engineer
Netwrix
11.2016 - 08.2019
IT Service Desk Analyst
Chipotle
10.2015 - 11.2016
IT Service Desk Analyst
Gap
08.2014 - 10.2015
High School Diploma -
Grove City High School
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