MICHAEL A. JACQUES
Brooklyn,NY
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 7 years of experience in Information Technology.
Overview
10
10
years of professional experience
1
1
Certification
Work History
MIS Support Analyst
PERSONAL TOUCH HOME CARE
01.2023 - Current
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Manage hardware, software and AV inventory management, installation, and configuration procedures
- Document service desk problem solving process including actions taken to resolution
- Troubleshoot printers, scanners and other peripherals for office openings, and relocations
- User and extension management via Active Directory, Microsoft Admin Portal, Avaya communication manager, Microsoft Intune.
- Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
Information Technology Help Desk Supervisor
ADELPHI UNIVERSITY
01.2023 - 01.2024
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 2 IT support to non-technical internal users through desk side support services.
- Set up/remove room setups and change room arrangements, including tables, chairs and stages in accordance with the schedule of events for the Student Center
- Developed staff to improve troubleshooting processes, technical knowledge, and performance
- Troubleshooting A/V equipment when there are technical questions or problems related to A/V equipment and identifying appropriate solutions
- Serve as on-sight A/V support for events that take place in the Student Center
- Provide basic instruction on the operation of A/V equipment to Faculty as necessary
- Respond to requests from the Audio-Visual Manager, Event Planning Director, and Student Building Manager.
Information Technology Field Region Supervisor
HEMMERSBACH
02.2021 - 09.2023
- Installed and configured hardware and software components for usability
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Upgraded systems to enable compatible software on all computers
- Performed tests and evaluations of new software and hardware
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Disassembling equipment, wiring, and support tools in a safe manner
- Setting up and performing electrical wiring, programming, and basic construction according to layout diagrams and schedules
- Transporting, setting up, and installing media equipment and audiovisual support tools, including speakers, monitors, cameras, and equipment racks.
IT Help Desk Analyst
FIRE DEPARTMENT OF NEW YORK CITY
02.2022 - 08.2023
- Provided 1st line technical support to customers
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Validated results and performed quality assurance to assess accuracy of data.
- Utilized automated diagnostic programs to solve network problems
- Leveraged big data technologies to manage large datasets efficiently while maintaining high levels of performance.
- Assist in weekly inventory of A/V equipment
- Updated knowledge bases with details of common problems which customers can view online
- Provide basic instruction on the operation of A/V equipment to customers as necessary.
IT Support Engineer
URBAN CENTER FOR CHANGE
06.2014 - 09.2022
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
Lead Video Repair Supervisor
CHARTER COMMUNICATIONS
01.2019 - 02.2021
- Delivered exceptional service through active communication for a high volume of inbound calls
- Deciphered technical issues through application of signal strength and firmware verification tools
- Ensure that all audio and visual equipment is up to safety standards
- Resolved video equipment issues with patience in an effective manner
- Engaged positively with clients to secure strong satisfactory ratings across confidential surveys.
- Evaluated employee performance regularly through constructive feedback sessions designed to identify areas for improvement as well as recognize outstanding achievements.
- Continuously identified opportunities for process improvement, implementing changes that resulted in greater efficiency and reduced costs.
Education
Information Technology Program -
MY COMPUTER CAREER
01.2019
Bachelor of Science - Computer And Information Sciences
Medgar Evers College of The City University of New York
Brooklyn, NY04.2016
Skills
Technical Troubleshooting
Software Installs
PC Hardware & OS Systems
Hardware Configurations
LAN Connectivity
Client/Server Models
OSI models
VMware applications
Active Directory
Audio and video technology
Problem Diagnosis
Mobile devices
LAN/WAN/VLAN
Inventory management
Update antivirus software
Effective Communication
VPN
Event facilitation
Online Chat Support
Call Center Operations
Help Desk Support
Error Detection
Hardware diagnostics
Remote Technical Support
TCP/IP
Interpersonal Skills
Microsoft Certification
Virtualization Technologies
Hardware troubleshooting
Hardware support
User Account Management
Certification
- CompTIA Security+
- Comp TIA Network+
- MTA Security Fundamentals
- MTA Server Fundamentals
- Linux Essentials
- CPR & First Aid
- Microsoft Azure
- Java
- CompTIA A+
- CompTIA Server+
- MTA Mobility & Device
- MTA Networking
Timeline
MIS Support Analyst
PERSONAL TOUCH HOME CARE
01.2023 - Current
Information Technology Help Desk Supervisor
ADELPHI UNIVERSITY
01.2023 - 01.2024
IT Help Desk Analyst
FIRE DEPARTMENT OF NEW YORK CITY
02.2022 - 08.2023
Information Technology Field Region Supervisor
HEMMERSBACH
02.2021 - 09.2023
Lead Video Repair Supervisor
CHARTER COMMUNICATIONS
01.2019 - 02.2021
IT Support Engineer
URBAN CENTER FOR CHANGE
06.2014 - 09.2022
Information Technology Program -
MY COMPUTER CAREER
Bachelor of Science - Computer And Information Sciences
Medgar Evers College of The City University of New York
- CompTIA Security+
- Comp TIA Network+
- MTA Security Fundamentals
- MTA Server Fundamentals
- Linux Essentials
- CPR & First Aid
- Microsoft Azure
- Java
- CompTIA A+
- CompTIA Server+
- MTA Mobility & Device
- MTA Networking
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