michael hicks

* Provided Technical phone support for CB&I employees. * Created, managed, and distributed support tickets using VHD ticket system. * Determined the right individual for each trouble ticket, tracked process and resolved. * Administered and managed the Move/Add/Change (MAC) database system which includes routine maintenance, bug fixes and troubleshooting. * Supported and troubleshoot of Network Connection, VPN, local and network printers, account creation/deletion and password resets in Active Directory, application installation and upgrade, drive mapping and firewall configuration. * Performed installation of Operating Systems and various software applications. * Installed hardware devices such as hard drives, RAM, sound/video/network cards, CD/DVD drives. * Repaired and troubleshoot Spyware/Virus outbreaks and many other software or operating systems errors. * Responsible for distributing Windows Updates to all computers within the company.

* Defined and established schedules, set priorities, provided support/direction and dealt with administrative issues as needed. * Gathered and analyzed metrics to benchmark the Help Desk workload/performance and identified trends in Help Desk issues. * Worked and promoted excellent customer service, effective response times and provided expert insights into support issues. * Enforced quality of service guidelines for dealing with customers and overall customer satisfaction. * Trained Help Desk staff on operational procedures and troubleshooting techniques. Provided training on new hardware and/or software applications as needed. * Worked with other Help Desk Managers to ensure consistent daily operational integrity.