Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
SoftwareEngineer
Michael Straub

Michael Straub

Kyle,TX

Summary

Versatile IT Technician ready to fix faulty hardware, install new assets and support continuous business operations. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures.

Overview

19
19
years of professional experience

Work History

IT Technician

Berry Aviation Inc.
03.2024 - 09.2024
  • Achieved a 60% increase in asset tracking accuracy by migrating iPad inventory from Apple Business Manager to ManageEngine Asset Tracking
  • Reduced ticket volume by 30% by developing customer-facing documentation and knowledge resources.
  • Increased efficiency by 40% by automating manual password changes and group copying through the development of PowerShell scripts. Consolidated these scripts into a single script that provides options for various tasks, including user termination.

Lead

FFN/Trail of Lights
01.2023 - 01.2023
  • Orchestrated the setup, operation, and teardown of over 20 tents for events, leading 15+ volunteers and supervising 10+ contractors to ensure seamless event execution.
  • Spearheaded initiatives that improved planning and assembly efficiency by 30%.
  • Maintained and optimized systems throughout the production period, ensuring a well-organized and streamlined workflow.
  • Actively supported multiple departments, addressing areas requiring assistance and demonstrating a strong commitment to overall project success.

Senior Service Desk Technician

Wholefoods
01.2019 - 01.2023
  • Addressed daily calls and portal tickets, employing internal knowledge, Google searches, and collaboration for effective solutions
  • Served as a go-to resource, offering guidance to newer team members and acting as an escalation point when necessary
  • Introduced a new tagging process using ServiceNow for Portal Tasks, ensuring 100% visibility in determining ticket trends
  • Developed documentation and a streamlined process for technicians to request additional tags as needed
  • Managed the Tech Stop Appointment Request process, yielding a remarkable 150% increase in appointments and ticket tracking
  • Leveraged Microsoft tools (Power Automate, SharePoint, Forms) to optimize and streamline the overall appointment request and tracking workflow
  • Collaborated with the Knowledge Admin, resulting in a notable 30% increase in tracking knowledge usage based on Configuration Item (CI) and Work Item (WI)
  • Designed and implemented a PTO Request process with complex backend logic for Form output and approvals
  • Utilized Microsoft tools for a seamless workflow, achieving 100% visibility in tracking PTO Requests.

Help Desk

Wholefoods
01.2016 - 01.2019
  • Consistently excelled as a top-performing Help Desk Agent at Whole Foods, delivering exceptional results in managing calls and tickets
  • Played a key role in the implementation of two Hand Held Units, contributing by creating comprehensive troubleshooting documentation for efficient problem resolution
  • Demonstrated flexibility as a team player, effectively managing diverse responsibilities including project builds, handling phone calls, and addressing tickets
  • Actively participated in continuous process improvement, collaborating with team members to introduce and implement innovative methods aimed at enhancing overall efficiency
  • Took charge of the Build room, showcasing initiative by fostering a relationship with the previous build tech and subsequently assuming leadership responsibilities
  • Proactively increased throughput in the room by implementing improvements, including the addition of shelving and a larger switch
  • This enhancement elevated the build capacity from 1 or 2 at a time to a maximum of 16 simultaneous builds
  • Developed comprehensive paperwork to meticulously track builds throughout the entire process, utilizing a color-coded system across systems to denote their respective stages
  • Instituted an asset system to effectively track devices designated for loaners, streamlining the management of loaner equipment
  • Additionally, created and maintained documentation covering the entirety of the build process.

Financial Systems/Retail Customer Engineer

NCR
01.2006 - 01.2016
  • Implemented the transition from a paper-based system to a digital solution, eliminating the direct correlation between addresses and key numbers. This change enhanced security measures, resulting in a 50% increase in security by removing the paper trail and enabling access through mobile devices.
  • Maintained and repaired retail Point of Sale (POS) systems for clients including Wal-Mart and Home Depot, as well as ATMs for multimillion-dollar financial institutions, consistently achieving a 90% Service Level Agreement (SLA) compliance for both.
  • Processed part returns promptly to maintain high ROI, and reported parts usage to ensure PPK items were well-stocked, resulting in a 20% increase in customer satisfaction.
  • Spearheaded multiple contracts as the primary Point of Contact (POC) for key clients, including Wells Fargo and Whole Foods, resulting in a 30% improvement in client satisfaction and overseeing system maintenance and repairs.
  • Proactively identified and addressed potential issues, implementing effective solutions and contingency plans, which resulted in a 25% reduction in contract execution delays and ensured seamless service delivery.
  • Managed access control after-hours as the primary key master for 50+ bank locations, ensuring secure and efficient handling of keys and access protocols.
  • Maintained up-to-date certifications for performing repairs on Dell OEM systems and upheld a Texas Weights and Measures certification, ensuring compliance with contractual agreements for over 100 service contracts annually.

Education

No Degree - Computer Engineering

Cybertex Institute of Technology
Austin, TX
02.2011

Associate of Applied Science - Electrical, Electronics Engineering Technologies

ITT Technical Institute
Troy, MI
09.2001

Skills

  • Desktop Technical Support
  • Technical Support
  • Network Troubleshooting
  • Remote Support
  • Software configuration
  • Hardware Installation
  • IT Asset Management
  • Incident Management
  • Teamwork and Collaboration
  • Remote Technical Support

Accomplishments

  • Achieved a 60% increase in asset tracking accuracy by migrating iPad inventory from Apple Business Manager to ManageEngine Asset Tracking
  • Collaborated with a team of 4, including the IT Director, to inventory all corporate printers and add asset tags. We then developed a user-friendly naming convention by brainstorming with team members to determine the best option. The process was documented, and all printers were added to the print server with the goal of deploying them via Group Policy Objects (GPO).
  • Used Microsoft Sharepoint Lists and Power Automate to develop a new hire list with automation to send emails for extra access based on options selected
  • Migrated new hire data from Excel to SharePoint Lists and formatted the list to filter by color based on different variables. Additionally, used Power Automate to create an automated system that sends emails for additional access based on options selected during onboarding.
  • Created multiple articles with the goal of decreasing ticket volume by 30% by supplying users with the necessary knowledge and self-help resources.

Timeline

IT Technician

Berry Aviation Inc.
03.2024 - 09.2024

Lead

FFN/Trail of Lights
01.2023 - 01.2023

Senior Service Desk Technician

Wholefoods
01.2019 - 01.2023

Help Desk

Wholefoods
01.2016 - 01.2019

Financial Systems/Retail Customer Engineer

NCR
01.2006 - 01.2016

No Degree - Computer Engineering

Cybertex Institute of Technology

Associate of Applied Science - Electrical, Electronics Engineering Technologies

ITT Technical Institute

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Michael Straub