Mikhael Anderson
IT Support Specialist
Kingston,01
Summary
Seasoned IT Support Specialist with over a decade of experience across diverse IT roles, showcasing a solid foundation in customer service and a proven history of delivering exceptional support.
Overview
15
15
years of professional experience
Work History
Technical Support Engineer
Core Managed
Greenwood, IN
01.2025 - 04.2025
- Diagnosed and resolved technical issues across diverse software and hardware systems for multiple clients.
- Administered Office 365, managing users and features, resolving email and permission issues.
- Handled Active Directory tasks including user management and permissions.
- Managed Azure Active Directory operations for seamless user access.
- Conducted cybersecurity duties by responding to alerts using SIEM tool Huntress.
- Addressed SSL certificate issues to ensure secure communications.
- Remotely managed endpoints, addressing client-reported issues and deploying necessary updates.
- Addressed general computer hardware, mobile, printer and software issues at both small and large scales.
- Performed daily and nightly manual software updates and upgrades for multiple clients
Sales & Technical Support Specialist
Tranquil
Denver, CO
09.2024 - 12.2024
- Assisted customers with technical inquiries and troubleshooting issues with GPS devices.
- Documented support interactions using company ticketing system for tracking.
- Collaborated with team members to resolve complex technical problems.
- Educated users on product features and best practices for usage.
- Monitored support channels to ensure timely responses to customer queries.
- Provided feedback to improve product functionality and user experience.
- Conducted follow-ups with customers to ensure issue resolution satisfaction.
- Maintained knowledge of current products and services offered by the company.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
IT Field Support
Ibex Global
Kingston, Jamaica
09.2021 - 09.2024
- Collaborated with security/compliance department to address vulnerabilities from assessments and testing procedures.
- Implemented remediation strategies for identified vulnerabilities, strengthening organizational security posture.
- Coordinated cross-functional teams to resolve security issues promptly, ensuring compliance with industry standards.
- Actively responded to security findings by implementing controls and measures to mitigate risks.
- Communicated regularly with security team to provide updates on vulnerability remediation progress.
- Identified trends in technical issues and implemented preventive measures to enhance system resilience.
- Managed provisioning and de-provisioning of access during employee onboarding, tenure, and offboarding.
- Conducted engaging orientation sessions for new employees, emphasizing IT department functions and security policies.
Operations Support Specialist - Remote
Varsity Tutors, a Nerdy Company
Kingston, Jamaica
06.2023 - 10.2023
- Managed inbound inquiries through phone, chat, email, and video on the company learning platform, ensuring prompt and effective resolution of customer and tutor queries.
- Fielded tickets via Zendesk.
- Facilitated customer support for contracted tutors, addressing a wide range of inquiries related to account setup, specific student opportunities, tutoring products, technical issues, scheduling conflicts, payments, and payroll.
- Provided guidance and assistance to tutors, offering support for tasks such as account updates, document reviews, subject assessments, and other account-related activities.
- Supported and audited tutoring sessions, monitoring live online classes, assisting instructors with the commencement and conclusion of class sessions, and ensuring a seamless learning experience.
Team Manager
Ibex Global
Kingston, Jamaica
11.2018 - 09.2021
- Responsible for managing a dedicated team of agents handling inbound contacts via phone, email and chat.
- Evaluated staff performance, communicating feedback, and setting personal goals.
- Worked hand-in-hand with cross-functional departments to maximize employee productivity and performance.
- Provided technical guidance and interpreted policies and procedures to assist employees in performing functional tasks.
- Generated reports for presentation to clients highlighting employee performance.
Customer Service Representative
Sutherland Global Services Ltd
Kingston, Jamaica
10.2017 - 10.2018
- Provided technical support and general customer service for Microsoft's Xbox Platform via phone, email and chat.
- Troubleshooted hardware and software issues for mobile, pc, and gaming consoles.
- Submitted tickets for escalation of higher-tier issues.
- Performed follow-ups via outbound calls to customers facing issues.
- Handled customer inquiries, payments and service requests.
- Maximized customer retention through consistent delivery of top-notch, personalized service.
Supervisor/Technician
Watts New Ltd
Kingston, Jamaica
06.2013 - 06.2016
- Diagnosis, Repair, and maintenance of clients and company computer systems and electronics as well as website maintenance.
- Ensuring optimal uptime of the company network.
- Operated as front-line sales representative and cashier.
- Promoted and oversaw daily operations of the secondary branch as supervisor including inventory management, sales and marketing and security management.
Technical Support Representative
ACS XEROX Company
Portmore, West Jamaica
09.2011 - 06.2012
- Delivering comprehensive general and technical support, I assisted clients in areas such as telephone service, internet service, email applications, and the creation and updating of client information on company platforms.
- Addressed Billing Inquiries.
- Recorded customer issues on database to streamline process and fast-track resolutions.
Computer Technician
Best Buy Jamaica Ltd
Kingston, Jamaica
01.2010 - 10.2010
- Diagnosis, Repair and maintenance of company and client systems.
- Tech Sales.
- Data Entry.
- Website Maintenance.
Education
ADVANCED DIPLOMA - COMPUTER TECHNOLOGY, INFORMATION TECHNOLOGY
Infoserv Institute of Technology
Kingston, Jamaica01.2011
CSEC - Information Technology - Grade 1
Wilmott's Academy
Kingston, Jamaica01.2009
CSEC - English Language and Literature - Grade 1 ,2
St. Jago High School
St. Catherine, Jamaica01.2007
Skills
- CRM and ticketing systems
- SaaS and productivity tools
- Endpoint management solutions
- Support channels and communication
- Office 365 administration
- Active directory management
- Scripting languages proficiency
- Virtualization technologies
- Security operations expertise
- IT deployment and asset management
Timeline
Technical Support Engineer
Core Managed
01.2025 - 04.2025
Sales & Technical Support Specialist
Tranquil
09.2024 - 12.2024
Operations Support Specialist - Remote
Varsity Tutors, a Nerdy Company
06.2023 - 10.2023
IT Field Support
Ibex Global
09.2021 - 09.2024
Team Manager
Ibex Global
11.2018 - 09.2021
Customer Service Representative
Sutherland Global Services Ltd
10.2017 - 10.2018
Supervisor/Technician
Watts New Ltd
06.2013 - 06.2016
Technical Support Representative
ACS XEROX Company
09.2011 - 06.2012
Computer Technician
Best Buy Jamaica Ltd
01.2010 - 10.2010
ADVANCED DIPLOMA - COMPUTER TECHNOLOGY, INFORMATION TECHNOLOGY
Infoserv Institute of Technology
CSEC - Information Technology - Grade 1
Wilmott's Academy
CSEC - English Language and Literature - Grade 1 ,2
St. Jago High School
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