Travis Mitchell

Resolved service requests and outages through structured ticketing system for Tier 1 and 2 technical support.

• Managed user accounts and access via Active Directory and Group Policy Objects.
• Maintained secure network configurations, performed patch management, and executed firewall operations.
• Conducted asset disposition and cabling installations to enhance technology infrastructure.
• Diagnosed computer issues, minimizing downtime through effective repairs.
• Maintained inventory of computer parts and peripherals to support operational efficiency.
• Collaborated with IT team to implement technology upgrades, improving overall system performance.
• Troubleshot complex hardware and software problems, enhancing user experience across platforms.

Directed IT support operations for $250M enterprise network, ensuring accurate ticket documentation and timely issue resolution.

• Redesigned help desk workflows, increasing efficiency by 20% and enhancing user satisfaction.
• Streamlined ticket prioritization to align processes with IT service management best practices.
• Ensured compliance with service-level agreements to uphold operational excellence.
• Diagnosed and resolved system malfunctions to restore functionality promptly.
• Installed and configured desktop systems, peripherals, and network connections for users.
• Maintained up-to-date inventory of IT equipment to ensure resource availability.
• Provided onsite technical assistance during corporate events and meetings as required.

Perform deskside support duties and team management in the resolution of 2,000 service tickets for a $100M enterprise network. Configured 110 endpoint devices while alleviating over 2,000 vulnerabilities to achieve a successful cybersecurity inspection. To include multiple IT projects, such as office relocations and asset tracking for the new $6M facility.

• Achieved cost-savings by developing functional solutions to problems.
• Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Maintained updated knowledge through continuing education and advanced training.
• Worked with cross-functional teams to achieve goals.
• Troubleshot and repaired audio-visual systems during live events.
• Coordinated logistics for equipment delivery and setup at various venues.
• Troubleshot connectivity issues to maintain uninterrupted VoIP services for users.

Enhanced physical network infrastructure through the installation and removal of copper and fiber-optic cabling, in support of improving the reliability of communication systems by performing structured wiring and terminations, to include the facilitation of seamless device integration across local and enterprise networks through hardware configuration.

• Installed and configured telecommunications equipment for optimal performance.
• Tested and troubleshot connectivity issues in complex network systems.
• Maintained accurate documentation of installation and repair processes.
• Collaborated with team members to streamline service delivery procedures.
• Provided technical support to clients regarding telecommunication services.
• Trained junior technicians on best practices for equipment handling.
• Measured, cut, spliced and installed wires and cables.
• Installed, set up, and repaired devices and system components.
• Performed regular maintenance checks on telecom equipment to ensure proper functioning.