Michael Sims
Dallas
Summary
Technical support technician and manager with a strong background in IT service management and team leadership. Achieved a 30% reduction in resolution times through effective ticket management and documentation. Directed hardware inventory processes, ensuring timely distribution and executing repairs within 24 hours.
Overview
13
13
years of professional experience
Work History
IT System Engineer
TEK Systems @ Iron Mountain
Dallas
09.2025 - Current
- Provided technical support for desktop systems using Windows 10 & 11.
- Executed book scanning project for international social media conglomerate using custom in-house program IMCapture and Kofax software for AI applications.
- Use Service Now to track tickets, assign tickets. Assisted with monitoring unassigned queues.
- Supported racking and un-racking of network equipment to optimize network setup.
- Operated IBML Fusion scanner systems to digitize documents efficiently.
- Troubleshoot printer related issues ex: move/replace printers, installs/uninstalls.
Senior IT Specialist
Guidehouse
Dallas
03.2016 - 09.2025
- Managed fleet of 100+ HP and Canon printers across US and international locations, ensuring operational efficiency and reliability.
- Implemented Pharos Secure Print Management software and negotiated purchasing & leasing contracts.
- Provided Tier I & II support for hardware/software issues, utilized Active Directory and Entra ID.
- Used Service Now for ticket management, ensuring timely resolutions for tracking purposes as well as a documentation library for knowledge base articles that aided in reducing resolution times by 30%.
- Coordinated printer moves during office openings, closures, office relocations.
- Delivered training sessions for new hires and processes for terminated employees in offices.
- Facilitated bi-weekly meetings for project updates and vendor coordination, enhancing communication and alignment among stakeholders.
- Spearheaded printer unit replacements adhering to contractual specifications.
- Delivered break-fix support for audio/video issues related to Crestron, OWL systems, Polycom and Cisco telephone systems, and Microsoft Surface HUBS, resolving issues to maintain seamless operations.
PC Depot Manager
Safety-Kleen, Inc.
Richardson
02.2014 - 03.2016
- Oversee PC hardware inventory management, logging incoming & outgoing laptops and desktop PCs.
- Managed a team of 3-7 staff to process tickets efficiently.
- Provided Tier I, II, & III support for nationwide employees, addressing hardware and software issues.
- Executed hardware repairs, refreshes, and imaging and data restorations, achieving 24hr turnaround times.
- Generated daily, weekly, and monthly management reports on progress and outstanding issues.
- Utilized Service Now for ticket tracking, ensuring timely resolutions and detailed documentation.
IT Service Desk Engineer
TEK Systems @ Atlas Copco
Garland
11.2013 - 01.2014
- Providing on-site pc support to Atlas Copco employees via e-mail, phone, and walkup support.
- Handling various types of Windows software and Dell hardware issues as related to daily activities.
- Troubleshooting of Cisco phones systems, as well as configuring and setup of Cisco VoIP phones.
- Utilizing Active Directory for new userr setups / password resets / computer & use deletions from Domain as needed.
- Recording trouble tickets into Service Desk Support software for ticketing purposes.
- Set up complete systems for new users, including desktop or laptop environments and VPN configurations, facilitating smooth onboarding.
- Performed imaging of PC systems using Altiris Deployment Console to streamline deployment process for new equipment.
- Performed data recovery and data migrations when performing laptop and desktop pc refreshes.
Education
Bachelor of Arts - Communications, Marketing
Stephen F. Austin University
Nacogdoches, TX12-1989
Skills
- IT service management
- Technical support
- Dell certified technician
- Hardware repair
- Software deployment
- Ticket management
- Team leadership
- Software training
- HIPAA compliance training
- Time management
Timeline
IT System Engineer
TEK Systems @ Iron Mountain
09.2025 - Current
Senior IT Specialist
Guidehouse
03.2016 - 09.2025
PC Depot Manager
Safety-Kleen, Inc.
02.2014 - 03.2016
IT Service Desk Engineer
TEK Systems @ Atlas Copco
11.2013 - 01.2014
Bachelor of Arts - Communications, Marketing
Stephen F. Austin University