Michael Moore
Grovetown
Summary
Results-oriented and adaptable IT operations professional with experience in customer service, technical support, PC maintenance, and system administration. Possess adeptness in implementing technology-based solutions for business problems, along with standards, procedures, and processes that improve business functionality.
Overview
13
13
years of professional experience
Work History
Custom PC Builder
Self-employeed
11.2019 - Current
- Maintained detailed records of all completed builds for future reference or potential warranty claims.
- Enhanced customer satisfaction by providing customized PC solutions tailored to individual needs and preferences.
- Conducted comprehensive testing of completed systems to ensure peak performance levels prior to delivery to clients.
Help Desk Tier 2 Support
Unisys
08.2018 - 11.2019
- Helping clients with Windows 10, VPN, Salesforce, & miscellaneous software/performance problems
- Remotely accessed client systems troubleshooting using software knowledge alongside programs such as: Active Directory, Citrix, Salesforce Admin profile to solve issues and documenting with ServiceNow ticketing system.
Security Forces
United States Air National Guard
10.2014 - 10.2020
- Conducted security checks on vehicles entering the premises, mitigating risks associated with unauthorized access or contraband materials.
- Completed training programs in defensive tactics, firearms proficiency, and first aid to enhance skill set and job performance.
Technical Support Representative
Technology Resource Associates
02.2011 - 08.2014
- Call center for over 40 clients troubleshooting for internet, cable TV, VoIP, networking, email clients, and gaming systems
- Supported internet types including - cable, dsl, fiber, dial up, and satellite.
Education
Bachelor of Computer Science -
Augusta University
Augusta, GA05.2026
High School Diploma -
Swainsboro High School
Swainsboro05.2010
Skills
- Ticketing: ServiceNow, Freshdesk, Jira Service Desk, Zendesk, Various other in-house systems
- Software: Active Directory, Citrix, Office 365, Outlook, Cisco AnyConnect, Duo, Slack, Zoom, BlackBoard
- Browsers: Google Chrome, Microsoft Edge, Mozilla Firefox, Brave
- Networking: LAN, Mesh Wi-Fi Network Systems, DHCP, VPN, DNS
- Platforms: Windows XP,Vista,7,10,11, macOS, Android, iOS, Ubuntu/Linux
System Administration Experience
WINDOWS SERVER 2016
- Installed and setup VirtualBox, linked clones, and RDP
- Added Windows 10 client machines to Windows Server 2016 domain
- Created and modified Active Directory template user accounts
- Configured Window Server 2016 domain settings, server name, TCP/IP settings, and remote desktop
- Created and linked Group Policy Objects (GPO) in Active Directory
Timeline
Custom PC Builder
Self-employeed
11.2019 - Current
Help Desk Tier 2 Support
Unisys
08.2018 - 11.2019
Security Forces
United States Air National Guard
10.2014 - 10.2020
Technical Support Representative
Technology Resource Associates
02.2011 - 08.2014
Bachelor of Computer Science -
Augusta University
High School Diploma -
Swainsboro High School
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