Michl McNeil
Huntsville,AL
Summary
Dynamic IT professional with proven leadership at Five Stones Research Corporation, excelling in network troubleshooting and customer service. Spearheaded a team that resolved over 12,000 support tickets, enhancing operational efficiency. Adept at technical documentation and performance metrics, driving compliance and security across all RTC networks.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Help Desk Team Lead
Five Stones Research Corporation
07.2023 - Current
- Supervised a team of eight personnel, including six Help Desk technicians and two Property Office employees, providing IT support to the Redstone Test Center and its 1,400+ employees.
- Demonstrated strong leadership and organizational capabilities in a high-volume support environment, with the team resolving over 12,000 IT support tickets in the last year.
- Actively supported the Network Operations team in critical infrastructure projects, including assisting in the IOS upgrade of over 200 Cisco switches, and upgrading 20+ TACLANEs.
- Managed IT support tickets using Track-It!, demonstrating strong organizational and problem-solving skills.
- Proactively contributed to knowledge base documentation, ensured accurate inventory management within the property office, developed key performance metrics for the S6 ticket performance briefed to the CIO, and tracked and reported metrics for Cyber Awareness Training and Army IT User Agreements across the entire center.
- Mentored junior team members in customer service best practices and technical support.
- Ensured effective communication between team members and other departments during incidents.
MSTD Directorate S6 Cyber Ops POC
Five Stones Research Corporation
06.2020 - 07.2023
- Provided technical support as RTC’s S6 POC for the Missiles and Sensors Test Directorate (MSTD).
- Supported all facets of the Redstone Test Center’s unclassified and classified RDT&E networks.
- Coordinated with users to identify, diagnose, and resolve both hardware and software-related issues.
- Scan, patch, and update network assets utilizing WSUS, Nessus, SCAP, and ACAS to maintain IA compliance.
- Coordinated with S6 and RTC’s customers to stand up network assets to support RDT&E testing capabilities.
- Worked across all S6 teams to configure and implement DoD Security Technical Implementation Guides (STIGs).
- Responsible for the configuration and management of IT equipment to maintain connectivity, security, and IA compliance to meet DoD RDT&E RMF requirements.
Help Desk Technician
Five Stones Research Corporation
05.2017 - 06.2020
- Provide support to over 1,400 RTC customers on RDT&E network enclaves.
- Set up users via Microsoft Active Directory servers, set up domain computers, DHCP reservations via SolarWinds servers, and configured print servers on multiple networks.
- Provide end-user support on RTC’s RDT&E IT systems and assets, including hardware, OS, printing, and networking.
- Support customers via phone, email, and on-site to identify, diagnose, and resolve both hardware and software-related issues.
- Coordinate with all S6 teams (CyberOps, NetOps, ServerOps) to troubleshoot and resolve technical issues.
- Provide IT support while making detailed reports of the technical steps involved.
- Assisted in onboarding new employees with IT resources.
- Configured user accounts and permissions in the system.
- Collaborated with team members to resolve complex issues.
Education
Bachelor of Science - Management of Cybersecurity
Athens State University
Athens12-2024
High School Diploma -
Grissom High School
Huntsville, AL05-2013
Skills
- Network troubleshooting
- Customer service
- Problem identification
- Technical documentation
- Team leadership
- IT asset management
- Performance metrics
- Effective communication
- Problem resolution
- Service desk management
Certification
CompTIA Security + CE 2018
Clearance
- Active Secret Clearance
Timeline
Help Desk Team Lead
Five Stones Research Corporation
07.2023 - Current
MSTD Directorate S6 Cyber Ops POC
Five Stones Research Corporation
06.2020 - 07.2023
Help Desk Technician
Five Stones Research Corporation
05.2017 - 06.2020
Bachelor of Science - Management of Cybersecurity
Athens State University
High School Diploma -
Grissom High School