Michael M.

Information Technology Help Desk Technician @Techstyleos Now Fabletics

Louisville, KY, US

Supported 100+ retail locations worldwide and thousands of employees with Tier 1 and Tier 2 technical support.Worked closely with IT, operations, and store managers to facilitate prompt and efficient resolution of technical problems, utilizing a collaborative approach across cross-functional teams.Managed employee permissions and credentials through various tools such as Active Directory, Azure AD, Exchange Admin Center, SharePoint, and PowerShell.Managed end-user incidents, monitored progress, and maintained records using IT service management platforms such as Airtable, Asset Tiger, and JIRA.Resolved errors by conducting thorough investigations, utilizing resources such as Confluence to ensure effective and accurate solutions.Employed Apple Business Manager and Cisco Meraki to effectively manage and monitor devices, ensuring seamless operations and enhancing end-user experience.Troubleshot PC/Mac/Chromebook hardware, peripherals, and communication devices.Ensured smooth problem resolution and provided timely updates on project status to both team members and end users through effective communication.Conducted an annual IT audit to verify the proper location and allocation of equipment across various stores and locations.Delivered multiple IT projects within stipulated timelines, ensuring exceptional quality standards through efficient time management and multitasking skills.

University of Kentucky

Bachelor's degree, Information Communication Technology