Summary
Overview
Work History
Education
Skills
References
Key Qualifications
References
Timeline
Generic

Michael R. Doll

Dayton,OH

Summary

Accomplished technical support and project management professional with significant experience at Trimble Inc., dedicated to delivering innovative solutions and building strong customer relationships. Proven expertise in Microsoft Azure and exceptional communication skills have led to a 100% customer satisfaction rating. Specializes in configuring and troubleshooting complex systems, driving operational efficiency and enhancing team collaboration. Aiming to leverage skills in a challenging role that fosters continuous improvement.

Overview

21
21
years of professional experience

Work History

Collaborative Solutions Specialist

TEKsystems
10.2022 - Current
  • Responsible for handling incident tickets created by a tier-1 helpdesk via Service Now
  • Hardware deployment and end user configurations
  • Software deployment and troubleshooting with MS Azure and AD
  • Inventory management using Big Sky
  • PC Workstation configuration via Microsoft Intune
  • Manage deployment projects
  • Orientations for home-based employees – Provide training for setting up computer workstations in their home environment, activation of mobile devices and provisioning of position specific software packages

America’s Fulfillment Center Technology Specialist

Trimble Inc.
05.2012 - 07.2022
  • Specialist responsible for supporting both office and manufacturing environments
  • Specialist is responsible for all logic based technology utilized in production facility including over 250 desktop computers, 150 Zebra mobile computers, 24 thermal wireless printers, 3 integrated locker systems for shared asset management, a variety of desktop thermal label printers, multiple VLAN’s, timeclocks and roughly 300 employees over 2 shifts working 6-7 days a week
  • ARFC Technology Specialist is also expected to advise on and support projects which require expertise specific to technologies, processes and practices in place in ARFC
  • PC, mobile computer and printer deployment and support
  • Virtual bulletin board configuration and support
  • Wireless troubleshooting
  • Logistic software configuration and support (UPS, FedEx and DHL with Oracle DB integration)
  • Employee relations including account management and technology training
  • Key Accomplishments
  • 2018-2019 ARFC Expansion Advised in planning of infrastructure required for technologies to be implemented
  • Performed installation of computers, printers, network locations and workstations
  • Established monitoring system of new conveyance established at the same time
  • Collaborated with multiple inter-company departments as well as outside vendors to complete expansion
  • 1st Quarter, 2022 Taiwan Fulfillment Center established
  • Worked with multiple inter-company departments to identify technology requirements of such a facility in Taiwan
  • Sourced and configured all technologies to be utilized and successfully navigated international compliance to deploy all hardware to the new site
  • Provided initial and ongoing support for implementation of technologies while navigating the difference in time-zones
  • 1st Quarter 2022 Employee relations improvement initiative Collaborated with internal human resources to identify existing challenges faced by manufacturing operation’s employees which are hourly workers
  • Created concise and brief documents to provide new-hires which greatly simplified the on-going process for new-hires
  • Designed and created computer lab for these individuals in order to access benefits resources as well as internal training resources
  • Developed program of workshops which are used to increase employee competency as well as foster better employee morale

Helpdesk Coordinator

Trimble Inc.
01.2012 - 01.2018
  • Hardware repair, software troubleshooting, imaging and customizing machines for user
  • Maintain quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction
  • Jira Ticketing system
  • Mobile solutions setup and troubleshooting Iphone Android
  • Hardware stock ordering maintenance levels for Dell, Apple hardware and accessories

Systems Support Administrator

DHL CVG Hub
04.2010 - 05.2012
  • System Support Administrator is responsible for support of Windows XP domain based users and devices
  • At DHL CVG, a System Support Administrator is also responsible for support of devices and users working in DHL’s Sort environment
  • Support of these environments requires proficiency in remote desktop applications, FTP file transfer, Telnet and command line based communications
  • Windows Environment support
  • Office environment support
  • PC installation and support
  • Application install and support
  • Data backup and migration
  • Domain management via Active Directory
  • Workstation monitoring
  • Perform regular system maintenance to ensure healthy performance of PC’s
  • Troubleshoot and problem solve problems with PC’s, installed applications and peripherals
  • Sort Operations Support
  • Monitor and maintain equipment used during CVG’s Auto-Sort Operations
  • Shared computer deployment and support
  • Thermal label printer deployment and support

IS Field Engineer

DHL Express
01.2006 - 01.2009
  • IS Field Engineer is responsible for the installation, continuing support and training of end users on DHL’s software Easyship Professional
  • Serve as technical advisor to the sales team as new customers are sought and acquired
  • Assist customers during times of billing disputes, resolve shipment tracking issues and coordinate transportation resources between DHL and clients
  • Configure and install shipping systems at customer sites
  • Received 100% on customer satisfaction survey as a result of acute attention to detail, through follow-up after the implementation process and willingness to accommodate customers’ schedules
  • Research and determine business and technical requirements for the development, modification, and expansion of new and current DHL-provided shipping systems resulting in a more efficient and user-friendly end-user experience
  • Personally managing customer relationships from entry level employees to CEO’s and IT Directors

Hardware Technician and Coordinator

LexisNexis
01.2004 - 01.2006
  • Technician is responsible for configuring desktops, laptops, multi-function printers and standard office computer peripherals prior to installation
  • Technician is also responsible for installing systems at end-user work-stations
  • Coordinator is responsible for scheduling team of hardware technicians as well as managing hardware resources and provides some remote and telephone technical support
  • Installation Coordinator
  • Active Directory administration
  • Maintain inventory of hardware for installation team in multiple locations on/off campus
  • Training interns and co-ops
  • Hardware Technician
  • Laptop, Desktop and Printer repair (Dell and HP Certifications)
  • Install computer workstations with various PC applications and user training

Education

Bachelor of Arts - Speech Communication; focus on public relations

Miami University
Oxford, Ohio

Skills

  • Effective communication
  • Group collaborationWindows 10
  • Windows 11
  • Pricing quotes
  • Technical documentation writing
  • Recommending products
  • Project management
  • Custom solution design
  • Customer relationship management
  • Raspberry Pi
  • MacOS
  • Android OS
  • Microsoft Azure
  • Active Directory
  • MS Office
  • DHL Easyship Enterprise
  • UPS Worldship Server
  • FedEx Shipmanager
  • Bartender label software
  • Librarian database server
  • Cisco VOIP
  • Polycom 8x8 Virtual Office
  • Telnet
  • Printer configuration
  • Printer troubleshooting
  • Print server maintenance
  • Google Meet
  • Steelcase Room-Wizards
  • Big Sky
  • VLAN management
  • Microsoft Azure

References

Available upon request.

Key Qualifications

  • Capable of supporting a computer environment with a variety of operating systems: Windows 10 and 11, Raspberry Pi, macOS, Android OS.
  • Deploying software using Microsoft Azure, active directory.
  • Supporting groups with wide ranges of applications: MS Office from 97-Office365, logistics software such as DHL Easyship Enterprise, UPS Worldship Server, FedEx Shipmanager, Bartender label software and Librarian database server.
  • Cisco VOIP and Polycom 8x8 Virtual Office.
  • Knowledgeable in various methods of connecting to and working within an Oracle environment.
  • Diagnosing connectivity issues impacting productivity.
  • Experienced configuring, troubleshooting and break-fixing a wide array of printers.
  • Supporting various types of meeting spaces.
  • Experienced in asset management through Big Sky and integrated locker systems.
  • Effectively communicating with a large employee base.
  • Creating systems for non-computer users to access and manage benefits and programs.
  • Successful in group collaboration while providing expert knowledge in the American Regional Fulfillment Center.

References

References available upon request.

Timeline

Collaborative Solutions Specialist

TEKsystems
10.2022 - Current

America’s Fulfillment Center Technology Specialist

Trimble Inc.
05.2012 - 07.2022

Helpdesk Coordinator

Trimble Inc.
01.2012 - 01.2018

Systems Support Administrator

DHL CVG Hub
04.2010 - 05.2012

IS Field Engineer

DHL Express
01.2006 - 01.2009

Hardware Technician and Coordinator

LexisNexis
01.2004 - 01.2006

Bachelor of Arts - Speech Communication; focus on public relations

Miami University

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Michael R. Doll