Michael Gibson
Chat Engineer at Rocket IT- Claim this Profile
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English -
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American Sign Language -
Topline Score
Bio
Credentials
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CompTIA Project+ Certification
CompTIAJul, 2023- Nov, 2024 -
ITIL Foundation Level
AXELOS Global Best PracticeMay, 2022- Nov, 2024 -
Microsoft 365 Certified: Fundamentals
MicrosoftOct, 2021- Nov, 2024 -
Linux Essentials
Linux Professional InstituteOct, 2019- Nov, 2024 -
AWS Certified Cloud Practitioner
Amazon Web Services (AWS)Mar, 2023- Nov, 2024 -
A+
CompTIAMay, 2021- Nov, 2024 -
CompTIA Network+
CompTIAJun, 2021- Nov, 2024 -
CompTIA Security+
CompTIAAug, 2021- Nov, 2024 -
CCNA
CiscoMar, 2020- Nov, 2024
Experience
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Rocket IT
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Chat Engineer
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Apr 2023 - Present
*work with clients and help internal support team to resolve L1 issues and help to reduce amount of ticket escalations*provide support for Jr. System Administrator and professional services team regarding backup infrastructure and other related tasks for system administrator role when needed.*Lead Engineer on chat support rollout
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System Administrator
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Dec 2022 - Apr 2023
• Manage virtual and physical server backup infrastructure• Experience with switch and VLAN management• Utilize and maintain internal backup software perform file recovery for clients on servers• Monitor backup servers, increase storage space as needed to allow continual backups• Perform periodic backup auditing and disaster recovery tests for cloud and on-premise backup infrastructure.• Work proactive tickets and monitor alerts to prevent or minimize server and network failures• Work with project team members to approve server and workstation patches and push out patches via automation monitor software for hundreds of machines.• Utilize monitors and scripts to manage hardware and software failure alerts• Travel onsite to new client sites to implement backup infrastructure for on-premise and local backup locations. • Perform emergency backups/restore/file recovery for servers for onsite and offboard servers as needed.• Work with project team to provide continual updates on backlog processes in daily meetings.• Train Jr. System Administrator on backup software and processes pertaining to System administrator role Show less
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Tier 2 System Engineer
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Sep 2022 - Dec 2022
Provide assistance to L1 support technicians in solving tickets and taking over escalated tickets.Work with documentation software to record solutions to escalated tickets. Engage with higher priority tickets with client-wide issues such as network outages and restoring critical services.Work with Tier 3 engineer to reach solutions on certain tickets requiring more support.Work with vendors on tickets requiring external support.
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Support Technician
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Sep 2021 - Sep 2022
Respond to assigned tickets of varying levels of urgency, working most urgent to least urgent while maintaining SLO/SLA as possible.Develop and maintain relationships with clients while assisting with their issues.O365, Azure and On-prem/hybrid AD, Server 2008-2019, Meraki, Cisco switches, Sonicwall, VPN utilization and experience.Collaborate with varying departments and teammates to achieve solutions.Experience with documentation software to ensure solutions/information are recorded.Participate in on-call rotationTravel onsite as necessary to t-shoot issues Show less
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Athens Micro
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Help Desk Engineer
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Jul 2020 - Sep 2021
*Respond to various trouble tickets on ConnectWise Manage System and use ConnectWise automate to monitor status of hundreds of deployed systems and networks across many organizations. *Troubleshoot client issues over email/chat/phone and maintain professional and courteous relationships with clients across various organizations *Monitor Windows Server 2008-2016 infrastructure across various organizations and perform tasks such as managing user profiles and resetting passwords over Active Directory and ensuring server drive disk space is continually available by increasing size utilizing Hyper-V Manager or VMWare VSphere or AWS EC2 volume to dynamically increase disk size according to low-disk monitoring alerts. *Utilize cmd prompt and powershell to gather information and accomplish tasks with networked machines. *Install agents on remote systems to ensure more granular monitoring *Help clients with malware and antivirus removal by ensuring security suite is running on remote machines. *Manage Office365 accounts for clients and make recommendations to clients to ensure security is implemented for clients such as two-factor authentication and mobile authenticator applications. *Refer to company documentation software to quickly obtain information about client's infrastructure to efficiently troubleshoot issues through SOPs. *Experience with SonicWall user interface to monitor client network and change passwords, create an account for user to access VPN through Sonicwall global vpn client. *Experience with Quest rapid recovery and acronis cyber cloud to restore user files if they are corrupt or inaccessible. *Experience with logging in Cisco Meraki portal to ensure client has wifi access over Cisco WAP. *Maintain collaboration with Helpdesk team over chat/email/phone to ensure tickets are worked out in timely fashion and also participate in weekly team meetings. Show less
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Metro Distributors
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Duluth, GA
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IT Specialist
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Feb 2016 - Jul 2020
*Maintain and manage Windows-based desktop environment within company, including performing system migrations, upgrades, security patches, imaging with Acronis True Image or Symantec Ghost and ensure images are backed up. *Troubleshoot and resolve issues with Microsoft Office Suite and other applications to ensure functionality after migration for first line helpdesk employees. *Assist IT manager/Senior Technician with network upgrades/installs such as installing and terminating RJ-45 wall jacks and connecting patch panel with L2 switch to extend network to a new office compartment within the company and testing L1-L3 issues using a range of tools from ping, traceroute, cable testers. *Experience with OSI and TCP/IP concepts and troubleshooting IP addressing and DNS resolution issues as well as static IP addressing and DHCP. *Configure and set up HikVision NVRs with appropriate IP addressing and programming and test connectivity for company surveillance team or contractors to install in Waffle House Restaurants across the nation. *Build and repair complete pc-based windows systems and install surveillance software and hardware according to Waffle House restaurant specifications to be installed onsite as a surveillance system, also install remote connectivity software Teamviewer to ensure first line helpdesk team is able to connect to systems to troubleshoot systems. *Serve as one of the escalation points for first line helpdesk to assist with more complex issues with remote systems that they are unable to resolve. *Locate and extract surveillance video for Waffle House company HQ, law enforcement or other authorities upon order. *Ensure that surveillance video is always backed up to local server and external media to be delivered to HQ. Show less
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Publix Super Markets
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United States
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Retail
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700 & Above Employee
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Cashier
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Jan 2016 - Feb 2016
Greeted shoppers and provided customer service through answering questions about locations of certain items. Operated cash register and scanned items in quick and efficient manner while also bagging them according to item groups such as cold items, meats, breads and eggs by themselves. Performed cleaning duties according to schedule including waste removal and ensuring bathrooms were up to standards in cleanliness. Interacted with supervisors and implemented new policies toward cash register functions and customers as instructed. Show less
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Education
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Western Governors University
Bachelor's degree, Network Operations and Security -
2012 - 2015
Gwinnett Technical College
Associate's degree, Network and System Administration/Administrator
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