Michael Toni
@michaeltoni
I troubleshoot IT issues, improve support workflows, and keep warehouse and customer operations running smoothly.
United StatesWhat I'm looking for
At FedEx, I troubleshoot time-sensitive warehouse technical issues, helping reduce downtime by 10%, while using ticketing systems to diagnose and delegate work. I also brief two new employee batches each week on accessing technical support.
I've improved support ticket productivity by 20% at Monad Studios and helped shape platform guidelines for 5,000+ concurrent users. My experience leading a 15+ person Walmart front-end team, resolving client data issues, and supporting customers has built my focus on reliable IT support, clear communication, and efficient problem-solving.
Experience
Work history, roles, and key accomplishments
IT Support Technician
FedEx
May 2026 - Present (3 months)
Troubleshooted time-sensitive technical issues within a warehouse environment, contributing to reduce downtimes by 10%. Utilized ticketing systems to assist in diagnosing issues and delegate work, and collaborated in a team to resolve complex issues.
Content Moderator
Monad Studios
Feb 2022 - Present (4 years 6 months)
Reworked a support ticket framework, increasing ticket productivity by 20%. Attended and chaired at 26 board meetings, revising efficient guidelines for a platform used by 5000+ users concurrently.
Integrated customer interaction programs and incentives, directly contributing to increase the store's rating to 5 stars. Coordinated a front-end team of 15+ employees that processes over $100,000 in sales daily.
Education
Degrees, certifications, and relevant coursework
Western Governors University
Bachelor of Science, Cybersecurity and Information Assurance
Pursuing a Bachelor of Science in Cybersecurity and Information Assurance, with graduation expected in 2026.
Availability
Location
United StatesAuthorized to work in
Job categories
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