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Michelle Jonas
Hudson,FL
Summary
Results-driven IT Professional specializing in IT Helpdesk operations, infrastructure maintenance, and sales. Delivered impactful solutions through expertise in Active Directory, Office 365, and enterprise hardware troubleshooting, while configuring networks and maintaining Windows Server environments. Demonstrated innovation in software development, data analysis, and cybersecurity, fostering collaboration and driving project success.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Lead Technical Specialist
ONFIRE COMPUTER SUPPORT
06.2022 - Current
- Administered ticket management workflows and cloud environments including Azure, M365, and ConnectWise, facilitating timely and effective technical support.
- Configured and managed LAN/WAN infrastructure using Cisco, WatchGuard, VPN, and Ubiquiti switches, ensuring secure and reliable user access.
- Maintain and configure Mac OS X, Windows, and Linux administration environments to ensure optimized IT infrastructure.
- Troubleshot critical computer performance issues, including blue screen errors and complex hardware repairs for enterprise end-users, ensuring minimal downtime.
- Resolve hardware issues for printers, scanners, and network connections while performing network configuration for routers and access points.
- Designed websites to enhance user engagement and brand presence.
Network Support Engineer
ONE SOURCE COMMUNICATION
FORT WORTH, TX
03.2021 - 06.2022
- Troubleshot Cisco, Juniper, and ADTRAN routers and switches to maintain critical IT infrastructure and minimize downtime.
- Administered Active Directory, Office 365, and SharePoint to support end-user hardware and software needs, enhancing user experience.
- Monitored and resolved infrastructure alerts via Spectrum console to ensure consistent maintenance and uptime for branch network operations.
- Resolved infrastructure alerts via Spectrum console to ensure standardized maintenance and uptime for branch network operations.
MSP Technical Support Engineer
CONCERTIUM
TAMPA, FL
04.2019 - 02.2021
- Administered Active Directory, Windows Server environments, and virtualization platforms including Hyper-V and VMware for diverse clients.
- Configured and maintained Fortinet, SonicWall, and Palo Alto firewalls to uphold cybersecurity fundamentals and secure network configuration.
- Managed SCCM local area networks and peripheral hardware, ensuring system stability through efficient ticket resolution.
- Handled high volumes of technical support requests for end-user hardware and software issues, enhancing user satisfaction across managed services.
IT Engineer Specialist
NESCO RESOURCE
TAMPA, FL
03.2018 - 04.2019
- Led the technical implementation of a new VoIP Network for 130 branch offices, ensuring robust IT infrastructure connectivity.
- Maintained and upgraded network software and hardware for 639 employees, resolving infrastructure bottlenecks and enhancing connectivity.
- Negotiated network equipment contracts to standardize maintenance protocols while optimizing cost-efficiency.
- Troubleshot VoIP migration issues to support seamless end-user experience during critical infrastructure transitions.
Software Technical Engineer
ADVANTAGE INTERNATIONAL
TAMPA, FL
03.2014 - 03.2018
- Developed and executed PowerShell scripts to automate troubleshooting, reducing system connection failures across the enterprise.
- Mentored network administrators on standardized maintenance procedures for software and Windows Server configurations, enhancing team consistency.
- Configured registry details for 900 client systems, optimizing software performance and addressing technical support issues.
- Maintained and mentored network administrators on standardized maintenance procedures for software and Windows Server configurations.
Technical Business Support Certified Technician
DELL
TAMPA, FL
01.2012 - 03.2014
- Resolved computer hardware and software problems for over 30,000 business end-users via remote and on-site ticket management.
- Troubleshot and replaced motherboards, processors, RAM, and video cards for high-volume hardware support.
- Ensured system integrity during large-scale upgrades from Windows XP/Vista to Windows 7/8 for enterprise clients.
- Resolved hardware and software issues to support IT infrastructure and minimize downtime.
Education
Bachelor of Science - Information Security Systems
ITT Technical Institute
Tampa, FLAssociate of Science - Computer Networking Systems
ITT Technical Institute
Tampa, FLSkills
- Technical expertise
- Networking & Infrastructure: Cisco, Juniper, ADTRAN, Ubiquiti, WatchGuard, Palo Alto Firewalls, SonicWall, Sophos, VPN, RDP
- Cloud solutions
- Operating Systems & Tools: Windows 10, Windows 11, Linux, Mac OS X, Wireshark, SolarWinds, ConnectWise, SCCM
- Network troubleshooting
- Windows server administration
- Firewall configuration
- VoIP configuration
Certification
- DELL Certified Technician
- PC/LAN Technician
- Information Technology Certificate
- Cisco CCNA – course completed
Timeline
Lead Technical Specialist
ONFIRE COMPUTER SUPPORT
06.2022 - Current
Network Support Engineer
ONE SOURCE COMMUNICATION
03.2021 - 06.2022
MSP Technical Support Engineer
CONCERTIUM
04.2019 - 02.2021
IT Engineer Specialist
NESCO RESOURCE
03.2018 - 04.2019
Software Technical Engineer
ADVANTAGE INTERNATIONAL
03.2014 - 03.2018
Technical Business Support Certified Technician
DELL
01.2012 - 03.2014
Bachelor of Science - Information Security Systems
ITT Technical Institute
Associate of Science - Computer Networking Systems
ITT Technical Institute