Troy Lavon Mickens
Charlotte,NC
Summary
Experienced in providing extensive remote technical support for hardware and software applications with exceptional troubleshooting abilities. Diverse expertise in technical support and operations management, with roles such as Operations Analyst/Business Relationship Support Specialist at Wells Fargo, IT Analyst II at 3M-Scott Fire & Safety, and Tier I Desktop Support Technician at Trust Bank. Proficient in Microsoft Outlook in an Exchange environment, O365 troubleshooting, Outlook migration, and management. Skilled in high-volume laser printer maintenance, ticket management using platforms like ServiceNow and JIRA, and providing support for Alert-Enterprise Guardian/Lenel end-users. Holder of a high school diploma with continuing education certifications from National Laser Institute, UNC Cyber Security Boot Camp, and CCNA online course, showcasing commitment to ongoing professional development in the technology field. Call center professional known for delivering exceptional customer service, resolving issues promptly, active listening, empathy, efficient problem resolution, managing high call volumes effectively, utilizing excellent communication and conflict resolution skills to ensure customer satisfaction. Polished communication skills with excellent organizational skills and talent for overcoming customer objections. Self-motivated team player with a collaborative approach and adaptability to changing needs.
Overview
14
14
years of professional experience
3
3
Certification
Work History
Corporate Security / Business Relationship Support Call Center Specialist
Wells Fargo
11.2022 - 06.2025
- Experience working with Microsoft Outlook in an Exchange environment, performing setups, configuration, and troubleshooting. O365 Troubleshooting, Outlook, Migration.
- Provides support for software, hardware and networking support for desktops, laptops and servers. Provides maintenance and support on legacy products.
- Utilized Jira to log, track, and manage IT support tickets, ensuring timely resolution of hardware and software issues.
- Serve as a subject matter expert escalated access issue.
- Working with the PIAM Governance
- Serve as a subject matter expert in badge access related processes/procedures and as the first level of support for Alert-Enterprise Guardian/Lenel end-users Serve as a primary contact for photo ID badge production.
- Lead to develop and maintain all procedures, processes and guidelines related to non-employee access.
- Participate in a variety of assigned and ongoing business operations to ensure success in meeting business goals and objectives.
- Identify opportunities for process improvement by conducting root cause testing of all compliance and business metrics.
- Determine areas of strength or Business Execution opportunity within defined scope of work
- Review and research strategies and action plans to establish effective processes while meeting performance metrics and policy expectations.
- Utilize independent judgment to guide moderate risk deliverables.
- Present recommendations to develop, implement, and monitor strategic approaches, effectiveness of support function, and business performance improvement opportunities for managing risks of the business.
- Delivered exceptional customer service by resolving inquiries and complaints efficiently.
- Trained and mentored new team members on call handling procedures and systems.
IT Analyst II
3M-Scott Fire & Safety
04.2022 - 08.2022
- Managed approximately 30 incoming calls, emails and faxes per day from customers
- Provides support for software, hardware and networking support for desktops, laptops and servers. Provides maintenance and support on legacy products.
- Installs and maintains PCs and associated software, and peripherals. Perform installations, moves, adds and changes as required.
- Provides follow-up on problems or escalation.
- Maintains a high degree of professionalism in actions, demeanor and dress. Ensures customer satisfaction throughout the delivery service transaction.
- Ensure client specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system.
Tier I Desktop Support Technician
Trust Bank
08.2021 - 02.2022
- Provided remote technical assistance to customers regarding various hardware and software applications.
- My duties include troubleshooting and diagnosing different technical issues, assessing, and understanding user needs and issues and recommending technical fixes to customers with various tools.
- Password resets via Active Directory.
- SCCM Remote tools, MSRA, Mainframe password resets (Blue Zone) in a Linux environment and PowerShell.
- VDI's resets via VMWare, Director, Identity Portal, Bit locker resets, secure ID resets.
- Oracle Database Analyst, verifying accounts, create accounts etc.
- VPN password resets via Cyber Ark, Mobile iron support, and rebuild Outlook profiles.
- Experience working with Microsoft Outlook in an Exchange environment, performing setups, configuration, and troubleshooting. O365 Troubleshooting, Outlook, Migration.
Lead Technology Engineer
Atrium Health Cabarrus
10.2011 - 03.2021
- Responsible for all technical operations throughout the surgical suite, within 20 operating rooms.
- Provide first-tier Desktop technical support Break/fix troubleshooting repair, installation, and configuration of PC's including HP desktops, laptops, IP-CCTV and printers.
- Manage open tickets with the Service Now Ticketing system platform.
- Problem-solving management to end-users on issues for computers with Windows 7 and 10 - OS operations, including installations, setup, replacements, re-imaging via Big Fix, Active Directory password resets and application use for entire Surgical Suite including Interview, PACU, Stage 2 and PREOP also, CVOR 1 and 2.
- Responsible for the procurement, management, and disposition of all medical video/endoscopic equipment, rigid/flexible endoscopes, lasers, microscopes, robotic & ultrasound systems, and other specialized technology. Troubleshoot workstations and peripheral devices, using Epic software.
- Provide detailed operational input by contributing to the design, planning and implementation of new and renovated surgical suite areas.
- Manage several tasks and/or projects simultaneously with a comprehensive understanding of project management.
- Manage, train, advise, review, and evaluate technical support personnel.
- Forecast, acquire, implement, and manage new and/or revised equipment systems.
- Created, trained and oversaw technical support over 100 plus team members.
- Managed and maintained a $14M surgical equipment inventory.
- Experience working with Microsoft Outlook in an Exchange environment, performing setups, configuration, and troubleshooting. O365 Troubleshooting, Outlook, Migration.
Education
CCNA Online course - Cisco Certified Network Associate
Jeremy's IT Lab
Charlotte, NC04-2023
UNC Cybersecurity Boot Camp - Cyber Security
UNC Charlotte
Charlotte, NC08-2020
Medical Laser Technician - Medical Laser Technician
National Laser Institute
Scottsdale, AZ07.2014
Gas Turbine Electronic Technician -
Service School Command, US Naval Training Center
Great Lakes, Illinois01.1992
High School Diploma -
Eastside High School
Paterson, New Jersey06.1986
Skills
- Active Directory administration
- Cisco Certified Network Associate
- Professional networking
- Network connectivity management
- VMware virtualization expertise
- Virtual private network management
- Imaging technology expertise
- Certified in cybersecurity
- Web-based software solutions
- Proficient in MS Office 365
- Data management
- Email server migrations
- CCTV monitoring
- Printer troubleshooting
- Document scanner
- Customer-focused service
Certification
Certified Medical Laser Technician, Cyber Security+ CE, CCNA
Languages
English
Full Professional
Timeline
Corporate Security / Business Relationship Support Call Center Specialist
Wells Fargo
11.2022 - 06.2025
IT Analyst II
3M-Scott Fire & Safety
04.2022 - 08.2022
Tier I Desktop Support Technician
Trust Bank
08.2021 - 02.2022
Lead Technology Engineer
Atrium Health Cabarrus
10.2011 - 03.2021
CCNA Online course - Cisco Certified Network Associate
Jeremy's IT Lab
UNC Cybersecurity Boot Camp - Cyber Security
UNC Charlotte
Medical Laser Technician - Medical Laser Technician
National Laser Institute
Gas Turbine Electronic Technician -
Service School Command, US Naval Training Center
High School Diploma -
Eastside High School
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