Looking for a job

Michael Melton

@michaelmelton

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Versatile IT professional w/ expertise in cloud, system administration, app support, and scripting.

United States

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What I'm looking for

I excel at jobs where I'm able to utilize my existing technical skills while continuing to learn and grow.

I am a versatile IT professional with over 6 years of experience spanning various IT roles. Committed to continuous self-improvement, I have devoted significant time to self-directed learning, completing numerous online courses and engaging in hands-on projects in IT and software development.

Experience

Applications Support Analyst

Tokio Marine HCC

Sep 2021 - May 2023 (1 year 8 months)

● Supported internal applications and resolved 85%+ tickets within agreed upon SLA
● Collaborated with team of 10 developers to resolve and prioritize bug/feature tickets
● Wrote and validated internal technical documentation for 4 person team
● Created biweekly reports and lead meetings for 20+ business stakeholders

Technical Documentation SQL SaaS Applications Technical Troubleshooting Ticketing Systems

Lead Production Systems Analyst

CU Direct

Mar 2020 - Oct 2021 (1 year 7 months)

● Supported Prod environments for enterprise Windows Server & Azure applications
● Conducted change management (CAB) meetings with 25+ people
● Acted as a point of escalation and helped train a team of 5 analysts
● Created powershell scripts and SQL queries to perform routine tasks
● Lead team to coordinate patching for 100+ windows servers each month

SaaS Support SQL Patching Leadership System Troubleshooting

Technical Analyst

Harvey Mudd College

Aug 2017 - Mar 2020 (2 years 7 months)

● Provided computing, network, application, and AV support for all campus users in a
mixed platform environment (Windows, macOS, Linux, Android, iOS)
● Implemented Intune MDM to manage endpoints, saved 10+ hours weekly
● Automated reimaging process for macs using Deploy Studio; saved 30+ hours weekly
● Implemented new asset management system, reduced cost by 89% from old system

Help Desk Team Collaboration System Administration MDM Solutions Technical Troubleshooting

Technical Support Manager

Adesso, Inc.

Mar 2017 - Jul 2017 (4 months)

● Provided customer and technical support for clients via email and phone (20-50 daily)
● Implemented Zendesk ticketing system which resulted in improved customer
satisfaction, internal reporting accuracy, and case resolution time
● Collaborated with product development team in order to identify common product
faults

Customer Support Technical Support Zendesk

Computer Technician

Best Buy

Sep 2016 - Mar 2017 (6 months)

● Resolved 10-20 software & hardware issues for several brands of computers
● Captured, deployed, and maintained system images using Acronis software
● Trained technicians on best practices for repairs and troubleshooting

Troubleshooting Hardware

Merchandising Associate

Go Direct Inc.

Oct 2014 - Mar 2016 (1 year 5 months)

● Key contributor in an ERP system migration project; manipulated, cleansed, and
imported data using Microsoft Excel and created custom SQL queries
● Compiled and analyzed data to create year over year reports, run rate forecasts, and
internal company reports which resulted in increased sales performance

ERP (NetSuite)Excel

Technical Support Associate

Monoprice

Sep 2012 - Oct 2014 (2 years 1 month)

● Supported high volumes of clients through live chat, email, and phone (50-200 daily)
● Provided product troubleshooting, recommendations, and set-up/installation advice
for catalog of over 9,000 products including computer networking, home theater, pro
audio, and computer peripherals
● Provided customer service training and technical support documentation for
colleagues