Michael Simmons
Atlanta
Summary
Diagnosed complex technical issues, streamlined systems, and enhanced internal technical health to support operational efficiency.
Led technical support initiatives to address user needs across business and residential sectors. Oversaw troubleshooting processes for diverse operating systems including Windows, Linux, and Mac. Cultivated a reputation for rapid issue resolution on initial calls.
Overview
5
5
years of professional experience
Work History
IT Support Specialist
Morgan Stanley
Atlanta, GA
02.2023 - 02.2024
- Provided Tier 1/2 technical support via phone, email, and remote desktop tools
- Managed Active Directory account provisioning and permissions
- Diagnosed workstation and software issues across a large enterprise environment
- Participated in hardware rollouts, imaging, and scheduled updates across departments
IT Support Analyst (Remote)
SAIC
Oak Ridge, TN
01.2022 - 11.2022
- Resolved over 25+ tickets/week for internal technical issues
- Supported system patching and monitored workstation security
- Logged incidents in ServiceNow and collaborated with Tier 3 teams
- Maintained workstation functionality across distributed environments
IT Support Specialist
Chime Solutions
Atlanta, GA
07.2021 - 11.2021
- Imaged and deployed up to 20 systems/day
- Provided hardware and ticket-based software support (Tier 1)
IT Intern
Year Up
Atlanta, GA
01.2019 - 01.2020
- Supported desktop administration and internal IT systems across various roles
- Gained hands-on experience in troubleshooting and documentation
Education
Sports Communication
Reinhardt University
Film Studies
Full Sail University
Skills
- Assisted users with Windows and Mac OS troubleshooting Supported Active Directory management tasks Facilitated remote desktop connections for team members
- Assisted users in resolving software issues through effective troubleshooting techniques Utilized ticketing systems to track and manage support requests Collaborated with team members to enhance service delivery and user satisfaction
- Assisted in developing basic scripts using Python and JavaScript Supported team members in troubleshooting and debugging code Contributed to project tasks by implementing simple automation solutions
- Assisted in deploying imaging and configuration tools using MDT Support teams in managing deployment processes effectively Helped maintain system integrity during configuration tasks
- Assisted in configuring DNS and DHCP settings for network devices Supported the setup and maintenance of routers and switches Collaborated with team members to troubleshoot basic networking issues
- Assisted teams in achieving project goals through effective collaboration Supported documentation processes to maintain clear communication Engaged in self-learning to enhance skills and knowledge
Professional Development
- Year Up (Atlanta, GA) – Information Technology Track, 2019
- Morehouse College / Software Dev Bootcamp, 2020
- Generation USA – Hospitality & Career Management, 2020
- Current Focus (2024): Independent study and certification prep (CompTIA+ / Google IT / Python scripting). Rebuilding daily structure and re-entering the workforce with stronger boundaries and clearer focus.
Timeline
IT Support Specialist
Morgan Stanley
02.2023 - 02.2024
IT Support Analyst (Remote)
SAIC
01.2022 - 11.2022
IT Support Specialist
Chime Solutions
07.2021 - 11.2021
IT Intern
Year Up
01.2019 - 01.2020
Sports Communication
Reinhardt University
Film Studies
Full Sail University