Michael Cook

Maintains and monitors highly available Windows and Linux systems in a hybrid cloud environment, responsible for deployment and management of virtual server environments. Administers on-premise Active Directory and Azure AD, managing GPO, RBAC, AAD sync, app registrations, and enterprise application settings. Manages devices and application deployments in Intune, configures Autopilot and Autopatch

Performed systems and network administration for over 50 small to medium business clients, providing senior support and training to junior staff while resolving escalations. Managed Active Directory environments, configured Group Policy, DFS, replication, failover clustering, and deployed hypervisors and virtual server environments in Hyper-V, VMWare, and Azure VD. Responsible for NOC monitoring,

Provided global service desk support in a multi-domain environment. Managed single sign-on access in OKTA to various applications and services. Actioned incident and request tickets efficiently in ServiceNow, and performed Microsoft 365 administration tasks.

Provided remote and onsite support for over 80 businesses across various sectors, including financial, healthcare, and legal. Deployed workstations using WDS and Intune, and servers in Hyper-V and VMWare, performing maintenance and updates. Resolved network issues related to routers, switches, access points, firewalls, VPN, and DNS, working with ISPs.

Provided customer service, focusing on past due accounts and collection. Completed accurate transactions, updated accounts, collected overdue balances, and negotiated settlement offers and payment plans. Exceeded performance targets quarterly by resolving past due accounts and collecting at least 80% of balances.

Promoted sales for Samsung products, mainly home entertainment, in various Best Buy locations. Engaged customers with live demos and interactive charts, integrating technology to demonstrate advantages over competitors. Met sales targets for revenue and specific high-end newer model items, tracked inventory, and prepared daily reports.

Responsible for retaining clients and providing senior-level customer support using effective sales and negotiation methods for escalated customer issues. Exceeded quarterly targets by minimizing retention costs while reducing churn and negotiating win-win scenarios. Cross-trained with other departments to fulfill business needs and acted as a Subject Matter Expert.

Responsible for home theatre department product sales and additional services like warranty and installation. Tracked daily store numbers to maintain and exceed sales targets, and organized daily/weekly sales reports for performance tracking. Executed experienced sales techniques, including negotiating home theatre packages with full service, and managed inventory levels and shipments.

Issued work orders for repairs/maintenance and prepared invoices for automotive services. Followed up with customers and managed the shuttle service, meeting sales targets for additional services. Acted as a liaison between customers and technicians, effectively managing customer expectations.

Completed an Ontario College Advanced Diploma focusing on Computer Networking & Technical Support. The curriculum included Windows and Linux server administration, SQL database design and management, and Cisco CCNA networking. Developed skills in programming and scripting with PowerShell, Python, Bash, C#, Java, and PHP, emphasizing security principles.