Michael Hammill
Winter Park
Summary
IT professional with a proven track record at Manage Service Providers, leading a service desk team to support 900+ clients. Expert in escalation management and team leadership, successfully implementing new tools and standards to enhancing operational efficiency.
Overview
10
10
years of professional experience
Work History
Service Desk Team Lead
Anatomy IT
11.2020 - Current
Providing support and direct escalation to the Service desk team supporting 900+ clients
- Service desk II engineer for 4+ years. Closing an average of 300+ tickets monthly
- Monitoring incoming tickets and incidents ensuring uptime for medical facilities across the country
- Founding member of Change Management team. Creating process and standards, and holding others to this standard.
- Assisted in deploying AI tools to the service desk (Crushbank)
- Create and maintain Documentation for clients while assisting onboard new technicians
Customer Service Engineer
TAG Solutions
11.2015 - 11.2020
Began as Onsite technician - Worked up to one of the top engineers on the service desk
- Assisted in deploying equipment onsite and ensuring client environment is functioning
- Led team in Windows 7->10 Upgrade
- Upgraded EMR application via GPO
Education
High School Diploma -
Columbia High School
East Greenbush, NYNo Degree -
Hudson Valley Community College
Troy, New York, NYSkills
Technical Skills
- Microsoft 365 Administrator
- Entra ID apps and registration
- Windows server 2008-2025
- Hyper-V, VMWARE, Azure WVD, AWS
- Duo Administrator
- Experienced in Sonicwall, Fortinet, Watchguard, Sophos UTM devices
Timeline
Service Desk Team Lead
Anatomy IT
11.2020 - Current
Customer Service Engineer
TAG Solutions
11.2015 - 11.2020
High School Diploma -
Columbia High School
No Degree -
Hudson Valley Community College