Michael Canno

About Michael Canno

I’m a bilingual (English/Portuguese) customer support and technical service professional…

Experience

1. IT Service Desk Analyst

   Ge Digital

   Mar 2018 — Present

   Diagnosed and resolved software and hardware issues and inquiries via phone, email, or chat and escalated complex problems as needed. • Troubleshooted technical issues and delivered customer service to users through ServiceNow Workspace, LogMeIn, Mobile apps, Outlook, Skype, and Teams until technical issue was solved. • Performed technical support tasks such as VPN setup, PaaS Printer configurations, SSO password recovery, MobileIron and PingID setup, and account registration while using various software programs from different companies. • Asked customers targeted questions to quickly understand the root of the problem. • Provided prompt and accurate feedback to customers. • Referred to internal database or external resources to provide accurate tech solutions. • Ensured all issues and outcomes were properly logged within the ticket management system. • Prioritized and managed several open issues at one time. • Followed up with clients to ensure their IT systems were fully functional after troubleshooting. • Documented technical knowledge in the form of notes and manuals. • Maintained positive relationships with clients. • Identified and suggested possible improvements on process, procedures and or systems.

Education

• San Diego High

  High School Diploma

  1984 — 1985

Skills

• Logo Design
• Graphic Design
• Posters
• Illustration
• Photoshop
• Art Direction
• Banners
• Indesign
• Page Layout
• Photoshop, Illustrator, Indesign, Quarkxpress, Acrobat
• Corporate Identity
• Adobe Photoshop
• Poster Design
• Graphic Design | Digital Retouching | Final Art
• Illustrator
• Advertising
• Layout
• Image Manipulation