MICHAEL YOUNG
Shreveport,LA
Summary
Help Desk Technician III Highly skilled Help Desk Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player who delivers great customer service. Enthusiastic leader who mentors with impeccable skills to motivate team members to excel.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Help Desk Technician III
Navy Enterprise Service Desk/GDIT
08.2022 - Current
- Provided service desk technical support for the Navy via phone, chat, & email
- Troubleshooted hardware/software issues for several devices, ie. SPIDER, NSIPS, & NAUTILUS
- Demonstrated excellent customer service skills in resolving customer's issues
- Displayed leadership skills by mentoring several members who became top performers on the desk
- Displayed a high level work ethics by being consistent for almost two years of being a top performer on the desk
Help Desk Technician II
Department of State/GDIT
12.2021 - 08.2022
- Provided service desk technical support for the Department of State via phone, chat, & email
- Troubleshooted hardware/software issues for several devices on ServiceNow, OpenNet, & Desktop Support
- Demonstrated excellent customer service skills in resolving customer's issues
- Provided technical service & troubleshooting to State Officials at U.S Embassies & other State Facilities
Computer Operator II
Veteran Affairs/GDIT
03.2018 - 12.2021
- Maintained a high level of accuracy in data entry tasks, resulting in improved overall data quality.
- Provided service desk technical support for Veteran Affairs via phone, chat, & email.
- Troubleshooted hardware/software issues for several devices, ie. Symantec, Vista, TMS & LTS on ServiceNow.
- Demonstrated excellent customer service skills in resolving customer's issues
Education
Bachelor Of Science In Management and Administration -
12.2020
Associate Of Computer Science In Computer Programming -
07.2010
Skills
- Customer Service Driven and Fast Learner
- Phone, Chat, & Email Support
- Innovator and Leader
- Mentor and Trainer
- Secured a Secret Clearance Access
Certification
HDI SCA Certification, GDIT, 09/01/22
Timeline
Help Desk Technician III - Navy Enterprise Service Desk/GDIT
08.2022 - Current
Help Desk Technician II - Department of State/GDIT
12.2021 - 08.2022
Computer Operator II - Veteran Affairs/GDIT
03.2018 - 12.2021
Louisiana State University - Bachelor Of Science In Management and Administration,
Bossier Parish Community College - Associate Of Computer Science In Computer Programming,
HDI SCA Certification, GDIT, 09/01/22
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