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Michael Thornberry

@michaelthornberry

IT Support Specialist at ConnectWise supporting MSPs with Tier 1 and Tier 2 troubleshooting, Microsoft 365, and complex server issues.

United States

Message

At ConnectWise, I provided remote technical support to multiple MSPs, troubleshooting hardware, software, and account issues across client environments. I administered Microsoft 365 services and supported high-value clients.

As Help Desk Tier 2 at ConnectWise, I took ownership of escalated tickets, including server issues, firewall troubleshooting, and VPN account creation. I also documented solutions and coached Tier 1 technicians.

Earlier, I supported users at ExpressJet and DXP Enterprises, administering Active Directory, Azure AD, and Microsoft 365 services. At Atascocita Computers, I repaired computers, built custom systems, and recovered data.

Experience

Work history, roles, and key accomplishments

Help Desk Tier 1

ConnectWise

Oct 2020 - Oct 2026 (6 years)

Provided remote technical support to multiple MSPs, troubleshooting hardware, software, and account-related issues. Administered user accounts and Microsoft 365 services, and supported high-value clients through a specialized support team.

Remote Support Troubleshooting Microsoft 365 Account Administration MSP support

IT Support Level 2

ExpressJet

Mar 2020 - Sep 2020 (6 months)

Provided Level 2 technical support for end-user hardware, software, and operating system issues. Administered Active Directory and Azure AD, managed Microsoft 365 licensing, and supported Exchange mailboxes and spam filtering.

Active Directory Azure AD Microsoft 365 Exchange Ticketing Systems Remote Support Printers Migration Of Domains Avaya

IT Support Level 2

DXP Enterprises

Apr 2016 - Feb 2020 (3 years 10 months)

Delivered Level 2 technical support for end-user hardware, software, and operating system issues. Administered Active Directory, Azure AD, Microsoft 365, and Exchange-related services, and managed ticketing, remote support, and print server systems.

Active Directory Azure AD Microsoft 365 Exchange Ticketing Systems Remote Support Printers Migration Of Domains Citrix Avaya

Senior Computer Technician

Atascocita Computers

Jan 2006 - Mar 2016 (10 years 2 months)

Performed onsite and in-store computer repairs, hardware installations, and system setups. Diagnosed and resolved hardware and software issues, built custom computers, and performed data recovery and system image restoration.

Hardware Repair System Setup data recovery Windows Microsoft Office Antivirus Customer Service

Customer Service and Sales

Best Buy

Sep 2003 - Dec 2005 (2 years 3 months)

Provided computer department sales and customer service, assisting customers with computer-related questions and product selection.

Customer Service Sales Product Knowledge

Help Desk Tier 2

ConnectWise

Provided advanced technical support to Tier 1 technicians, researched complex issues, and guided resolution procedures. Took ownership of escalated tickets including server, firewall, and VPN issues, and created technical documentation.

Advanced Troubleshooting server support Firewall Troubleshooting VPN Technical Documentation Coaching