Michael Willis
Stockton,CA
Summary
Experienced Systems and Desktop Support Engineer with a strong background in user support and root cause analysis. Advanced knowledge of root cause analysis and a proven troubleshooting methodology. Dedicated to resolving issues from start to finish. Skilled in remote and desk-side environments, excelling in efficient and effective technical support.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Remote Support Engineer III
Clare Computer Solutions
10.2022 - 11.2024
- Final escalation point for the Help Desk team
- Provided remote support for application, hardware, and network issues for a diverse group of clients, ranging from law firms to housing agencies and accounting firms
- Utilized ConnectWise and other associated systems to manage work workflow and communicate with clients
- Provided after hours support as needed based on a rotating schedule
- Maintained high ticket closure rate as well as near 100% customer satisfaction rating
- Developed scripts and automation tools to streamline system administration tasks and improve efficiency
- Conducted regular system audits to identify vulnerabilities and implement security measures
- Resolved technical issues by troubleshooting hardware/software problems and implementing effective solutions
- Documented system configurations, procedures, troubleshooting steps, and best practices in technical documentation
- Provided technical guidance to junior team members regarding system design principles and best practices
- Performed regular network maintenance tasks such as firmware upgrades and patch management
- Troubleshot network issues using various diagnostic tools to identify root causes and implement effective solutions
- Manage automated tasks using task scheduler.
- Renew, request, and install client SSL security certifications utilizing IIS.
Service Desk Manager
Varsity Technologies
09.2018 - 03.2022
- Led a team of 5 to implement policies and processes, improving Service Desk efficiency by 90%
- Created custom reports using Brightgauge to track SLAs, service desk metrics, and customer satisfaction, increasing satisfaction rates by 55%
- Collaborated with the NOC team to develop policies and processes, reducing ticket escalation time by 75%
- Manage automated tasks using task scheduler.
- Renew, request, and install client SSL security certifications utilizing IIS.
- Provide White glove support to client VIPs/stake holders.
System Administrator and Team Lead
Varsity Technologies
02.2017 - 09.2018
- Provided support for active directory issues, to include password resets, domain replication, security group permissions, ect
- Managed customer virtual environments (Citrix and RDS) and provisioned new users for access
- Using ConnectWise, inputted and tracked customer service requests
- Remotely configured Fortinet firewalls, Cisco ASA's, Meraki firewalls, switches, and wireless access points
- Worked with 3rd party vendors to resolve network outages at the ISP level, Office 365 issues, and dead on arrival hardware issues
- Researched and developed remediation plans for complex application issues
- Manage automated tasks using task scheduler.
- Renew, request, and install client SSL security certifications utilizing IIS.
Tech Café Specialist
Insight Global
05.2016 - 02.2017
- Assist users with computer hardware and software problems
- Troubleshoot client network connectivity issues up to layer 2
- Assist users with submitting requests for new computers and hardware repair
- Assist users with the transition to office 365
- Develop automated scripts to ease workflow for the Tech Café
- Provide users with advice for computer replacements and hardware upgrades
- Assist in process review and Standard Operating Procedure development
- Assist users with adding company email to mobile devices using Airwatch
- Assist users with uploading, sharing, and managing data stored on sharepoint
Desktop Support Technician
APEX Systems Inc
07.2015 - 05.2016
- Assist with managing user accounts in Active Directory
- Troubleshoot network and domain connectivity issues with Mac and PCs
- Assisted users with Microsoft Office 2016 install and setup for OSX
- Setup Macs with corporate image using a JAMF server
- Create and configure telephone extensions and voicemail boxes for new users
- Assist users with logging into and configuring their VPN client on MAC and PC
- Assist users with troubleshooting all issues regarding Microsoft Office Products
- Assist with exchange mailbox management to when needed
- Performed remote analysis and diagnosis of customer issues and recommend and/or implemented corrective solutions
- Provided backup phone/case/voicemail support for Customer Service volume when necessary
- Maintained a customer satisfaction rate of 97%
Tier 1 Customer Service
ESET NA
01.2014 - 06.2014
- Answered and addressed all incoming support calls from customers, both internal and external
- Answered and addressed incoming web chats, emails and voicemails from customers
- Ensured complete resolution of issue(s) in order to prevent customers having to call back
- Assisted customers with basic program setup and administrative issues
- Effectively troubleshoot, resolve and properly document support calls and cases
- Worked closely with other departments to resolve outstanding issues
- Assisted in documenting solutions for our Knowledgebase for training and information purposes
- Performed remote analysis and diagnosis of customer issues and recommend and/or implemented corrective solutions
- Provided backup phone/case/voicemail support for Customer Service volume when necessary
- Maintained a customer satisfaction rate of 97%
Tier 3 Customer Service Rep
APEX Systems Inc
06.2013 - 12.2013
- Provided first call solutions to end users, via telephone and remote administration
- Assisted in the creation and management of user accounts
- Utilized BMC Remedy to create, monitor, and track Incident tickets to provide customers with prompt and accurate information and incident resolutions
- Provide on the job training to new analyst as needed
- Assisted fellow analysts as an assistant Technical Lead
Information Security Manager
U.S. Marine Corps
08.2012 - 06.2013
- Led virtual server farm conversion project, to provide shared resources to end users
- Configured multiple Windows 2008 R2 servers to provide network resources to end users while conforming to DISA security standards
- Developed and implemented multiple scripts and batch files to assist in remote administration of computer systems, account creation, and network security
- Created and implemented a standard operating procedure for running Helpdesk functions, resulting in trouble ticket resolution time being reduced by 50%
- Assisted users with troubleshooting issues regarding PKI, account creation/management, Outlook (including Web Access), mapping share drives, and sharing files
- Provided Layer 2 connectivity to end users as well as maintaining Layer 3 connectivity to our ISP
- Provided training to over 2000 end users on security best practices and simple computer tasks
- Mastered the use of open and close-ended questions to efficiently identify underlying problems and apply the appropriate solution
Data Network Supervisor
U.S. Marine Corps
08.2009 - 07.2012
- Assisted in the design, installation, and maintenance of a Wide Area Network (WAN) and Local Area Network (LAN) to support over 1000 users
- Oversaw the Establishment of a fully functional Enterprise Level Network
- Successfully implemented a Solarwinds server, which decreased network outages by 70%
- Upgraded Enterprise Level Network infrastructure, to include hardware and firmware upgrades
- Implemented port-security and MAC address filtering to increase overall network security
- Configured and maintained the Deployed Security Interdiction Device (DSID) to add a layer of security to our network
- Lead a team of over 30 people to provide network resources to over 1,000 end users
- Utilizing the Support Wide Area Network (SWAN), provided network resources as well as reach back capabilities to end users in the field
- Provided daily reports to supervisors regarding network status, bandwidth utilization, and overall security of the network
Control, Communications, Computers, & Intelligence (C4I) Analyst
U.S. Marine Corps
08.2009 - 07.2012
- Provided Technical support and training for the installation and management of USMC C4I systems
- Utilized Remedy to provide timely resolution of trouble tickets
- Administered tactical chat rooms to provide communications between remote locations
- Facilitated network continuity by providing a continuous Support Wide Area Network (SWAN) link to units deployed in Iraq and Afghanistan
- Provided weekly status reports regarding total number of trouble tickets generated, average resolution time, and improvements to the resolution database
Skills
- Network Infrastructure
- Remote Troubleshooting
- Proficient in Application Setup
- Technical Problem Solving
- Technical Application Support
- Configuration Management
- System Server Maintenance
- System Management
- IT Technical Support
Certification
- Microsoft® Certified Technology Specialist: Windows Server 2008 Active Directory, Configuration
- Microsoft 365 Certified: Fundamentals
- Microsoft Certified Professional
Timeline
Remote Support Engineer III
Clare Computer Solutions
10.2022 - 11.2024
Service Desk Manager
Varsity Technologies
09.2018 - 03.2022
System Administrator and Team Lead
Varsity Technologies
02.2017 - 09.2018
Tech Café Specialist
Insight Global
05.2016 - 02.2017
Desktop Support Technician
APEX Systems Inc
07.2015 - 05.2016
Tier 1 Customer Service
ESET NA
01.2014 - 06.2014
Tier 3 Customer Service Rep
APEX Systems Inc
06.2013 - 12.2013
Information Security Manager
U.S. Marine Corps
08.2012 - 06.2013
Data Network Supervisor
U.S. Marine Corps
08.2009 - 07.2012
Control, Communications, Computers, & Intelligence (C4I) Analyst
U.S. Marine Corps
08.2009 - 07.2012
Similar Profiles
Kariann Dela CruzKariann Dela Cruz
HR Consultant at Expand Force IT Solutions Inc, Computer SolutionsHR Consultant at Expand Force IT Solutions Inc, Computer Solutions
Adesola IdowuAdesola Idowu
Appointment Scheduler at Infinite Computer SolutionsAppointment Scheduler at Infinite Computer Solutions
AJIT SINGHAJIT SINGH
Senior Solution Architect at Infinite Computer SolutionsSenior Solution Architect at Infinite Computer Solutions
JASMINE HENDERSON HICKSJASMINE HENDERSON HICKS
Department Management at Grocery OutletDepartment Management at Grocery Outlet
Edgar GarciaEdgar Garcia
Maintenance Supervisor 1 at University of California, BerkeleyMaintenance Supervisor 1 at University of California, Berkeley