Service Desk Plus
Micheakel Windom
Infromation Technology
Mesa,Arizona
Summary
Information services professional with proven ability to manage and resolve complex technical issues. Demonstrates keen focus on system optimization and user support, ensuring efficient IT operations. Known for excellent problem-solving skills and effective teamwork to drive results, adapting to dynamic environments and changing needs.
Overview
20
20
years of professional experience
2
2
Certification
Work History
Information Services Technician
Stanley Consultants, Inc
09.2010 - Current
- Assist in the analysis of business or technical system problems and the development of solutions
- Coordinate planning, for the creation and implementation of new projects associated with data processing utilizing ProjectWise
- Contributed the integration of technology with an array of business goals
- PC and Laptop builds, Loading OS, and software deployments via Ivanti
- Troubleshooting, software, Civil and CADD
- Serve as the first point of contact for members seeking technical assistance through TEAMS Voice, IM, email or remotely
- Actively listen to members, handle concerns quickly and escalate major issues to supervisor
- Implemented effective troubleshooting procedures, reducing downtime and improving overall system reliability.
- Coordinated equipment setup for special events such as conferences or presentations while adhering to strict deadlines.
- Trained new employees on proper use of information services tools, ensuring consistency in service delivery across the team.
- Managed inventory of hardware devices, ensuring adequate resources were available for all staff members at any given time.
- Improved user experience by providing timely and accurate information services support.
- Collaborated with team members to develop innovative solutions for complex information systems challenges.
- Reduced average response times through prioritizing urgent requests effectively during peak periods.
Education
Master of Science - Cybersecurity and Information Assurance
Western Governors University
12.2020
Bachelor of Science - Computer Networking
Collins College
05.2005
Skills
- Splunk Data Analysis
- IT Service Desk Management
- Experience with Ivanti Software
- Skilled in Microsoft 365 Applications
- Experience with Tenable Nessus
- Metasploit Proficiency
- NMAP
- SNMP
- TCP/IP Configuration Expertise
- Routing and Switching
- Firewalls
- Wireshark
- PowerShell Command-Line Proficiency
- ISO 27001 Implementation
- NIST SP 800-171 Implementation
- FARS Knowledge
- Understanding DFARS Compliance
- CMMTC
- Threat and Vulnerability Analysis
- Data-Driven Technical Analysis
- Effective Listening
- Analytical Problem-Solving
- Highly Adaptable
- Project Planning
- Critical Analysis Skills
- Dependable and Responsible
- Interpersonal Communication
- Decision-Making
- Online Technical Support
- IT asset management
- Management of Wireless Networks
- Technical Support Coordination
- Application support
- End-user training
- IT documentation
- Incident management
- Software troubleshooting
- Operating systems
- Teamwork and collaboration
- Time management
- Attention to detail
- Multitasking
- Problem-solving
- Excellent communication
- Network troubleshooting
- Organizational skills
- Team collaboration
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Software installation
- Task prioritization
- Self motivation
- Technical troubleshooting
- Network configuration
- Analytical thinking
- IP addressing and subnetting
- Hardware installation
- Hardware troubleshooting
- Data Interpretation
Technical Profile
- Splunk
- Service Desk
- Ivanti
- Microsoft 365
- Tenable Nessus
- Metasploit
- NMAP
- SNMP
- TCP/IP
- Routers / Switches
- Firewalls
- Wireshark
- Microsoft Windows
- Microsoft PowerShell
Certification
- EC- Council Certified Ethical Hacker CEH
- EC- Council Computer Hacking Forensic Investigator CHFI
Software
SharePoint
Ivanti Neurons
Splunk Cloud
Cisco DUO Admin
Active Directory
Ivanti Management
Window Firewall
LAPS
Sentinel One
Proficient in Microsoft Windows
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
HybridRemoteOn-SiteImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsWork from home optionPaid time offStock Options / Equity / Profit Sharing401k matchPaid sick leaveTeam Building / Company RetreatsFlexible work hoursLanguages
English
Native or Bilingual
Accomplishments
- Resolved technical issues for over 100 employees, increasing overall productivity by 20%
- Closed average 7 tickets daily.
- Email Security, created, documented for the installation of Phish Alert email plug-in.
- Generate false phishing emails for security training purposes.
- Assisted with updating Security Policies and documentation.
- Office Relocation, Installed and assisted in configuring servers, routers, firewalls and WAP's for internet access for up to 175 end users
- Setup offices, hybrid workstations and conference rooms with computers and AV equipment.
- Upgraded over 200 computers from Windows 10 to Windows 11
Affiliations
- NIST
- OWASP
- CompTIA
- INFOSEC
Quote
You only have to do a few things right in your life so long as you don’t do too many things wrong.
Warren Buffett
Interests
Family
Teamwork
Creativity
Cooking
Sports and Coaching
Art and Music
I'm passionate about cybersecurity and its role in protecting data
I have an interest in AI and IoT
Outdoors/Hiking
Volunteer work
Timeline
Information Services Technician
Stanley Consultants, Inc
09.2010 - Current
Bachelor of Science - Computer Networking
Collins College
Master of Science - Cybersecurity and Information Assurance
Western Governors University
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