Open to opportunities

Michael Dotson

@michaeldotson

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Field Technician and IT support specialist with 16 years deploying systems and solving complex end-user issues.

United States

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What I'm looking for

I’m looking for a Field Technician role where I can deploy and troubleshoot mission-critical systems remotely and on-site, support end users with fast, ticket-driven resolution, and keep environments (including Epic/Citrix) stable and up to date.

I’m a Field Technician and IT support professional with 16 years of experience in technical support and field operations. I deploy and configure hardware and software, provide end-user support, and troubleshoot complex systems—especially Epic and Citrix—using both remote and on-site methods.

I’ve supported multiple locations across the U.S., delivering desktop support, VDI deployments, and hardware lifecycle refreshes while keeping teams moving with reliable ticket-driven resolution. I’m comfortable working in high-demand environments, handling escalations, and managing problem resolution through tools like ServiceNow and Remedy to improve response times and user satisfaction.

Experience

Work history, roles, and key accomplishments

Technical Service Specialist

FE Technologies

Nov 2021 - Jun 2025 (3 years 7 months)

Provided desktop support across multiple library locations and implemented software version updates to keep environments current. Delivered remote assistance and performed hardware/software installs, printer and peripheral support, and training for managers and staff.

Desktop Support Remote Support Windows Troubleshooting Software Deployment Microsoft Teams TeamViewer Ticketing Systems

Desktop Support Specialist

Fujitsu/McDonald's Service Desk

Aug 2018 - Nov 2021 (3 years 3 months)

Resolved Point of Sale and related support issues, handling an average of 50 calls per day. Provided remote troubleshooting (including VPN and Citrix support) and tracked resolutions using Remedy, ServiceNow, and Excel reporting.

Point of Sale Remote Support Citrix Remedy ServiceNow Excel reporting Digital Media Boards Support

Field Technician (Epic VDI)

HCI Systems Inc

Mar 2018 - Jul 2018 (4 months)

Supported Epic go-live events across multiple locations by deploying and configuring VDI hardware for Epic software. Provided application support and troubleshooting for Epic, Nextgen, Clindesk, and Citrix to improve user experience.

NextGen Support VDI Citrix Troubleshooting Nextgen Support Clindesk Support end user support

Field Technician / TDR

BJC Hospital Centre

Feb 2017 - Mar 2018 (1 year 1 month)

Managed and supported Virtual Desktop Infrastructure for applications including Epic, Nextgen, and Citrix to improve software functionality and user experience. Configured and troubleshot Lenovo laptops, thin clients, and Zebra printers, using ServiceNow to resolve issues in a high-demand healthcare environment.

NextGen Support Nextgen Support Citrix Thin Clients Printer Support (Zebra)ServiceNow Troubleshooting

Help Desk Service Center Technician

Mercy Major Medical System

Jul 2016 - Oct 2016 (3 months)

Managed and resolved 65–70 service requests daily using established procedures to ensure efficient technical support delivery. Applied specialized training to troubleshoot complex Tier 1 issues and improve customer satisfaction.

Help Desk Support Service Request Management Technical Support Customer Satisfaction

Senior Field Tech & Helpdesk

Avatara

Oct 2015 - Jun 2016 (8 months)

Coordinated data collection and analysis to support accurate reporting for project installations and equipment management. Provided technical support and resolved IT issues handling 40–50 calls daily, managing tickets via ALM and using Active Directory for user management and connectivity.

Technical Support Ticketing Active Directory Equipment Management Data Collection

Help Desk Analyst

Windstream

Jun 2011 - Oct 2015 (4 years 4 months)

Provided phone-based customer service and resolved an average of 60 inquiries daily by creating and managing tickets for each interaction. Performed hardware and software troubleshooting across PCs, MacBooks, smartphones, and tablets.

Phone Support Customer Service MacOS Support Mobile Device Support

Enterprise Help Desk Analyst

Boeing

Nov 2010 - Jun 2011 (7 months)

Managed and resolved 60–70 daily inquiries using the Remedy ticketing system, ensuring timely assignment and closure through cross-department collaboration. Supported travel expense services, including expense report creation and credit card reconciliation, using remote access tools for issue resolution.

Expense Reporting Remote Tools User Support

Internet Connectivity Support

Customer Direct

Oct 2009 - Nov 2010 (1 year 1 month)

Resolved internet connectivity issues for hotel guests globally, averaging over 40 calls and tickets per day. Delivered friendly, proactive customer support with consistent problem-solving.

Customer Support Network Troubleshooting Hospitality Support

Structural Information Examiner

City Hall

Sep 2008 - Mar 2009 (6 months)

Inspected and verified structural files using specialized micro programming tools while maintaining clear communication within the team. Completed daily tasks efficiently to support accurate records and reporting.

Micro Programming Tools Quality Assurance Documentation Review