Michael Wilson
@michaelwilson1
I am an experienced IT support specialist focused on technical customer success.
JamaicaWhat I'm looking for
I am an IT support professional with over a decade of hands-on experience resolving technical issues across Windows, macOS and Linux, and extensive experience with virtualization, OS installation and network troubleshooting. I hold Cisco certifications including CCNA and multiple Cisco IT Academy qualifications, and I have progressed through Tier 1 and Tier 2 technical support roles delivering consistent results.
I specialize in remote customer support via inbound/outbound calls, email, live chat and remote sessions, and in hardware/software repair, virus cleanup, printer/scanner setup and cable installation. I take pride in verifying customer satisfaction, following company refund policies when required, and continuously improving processes to reduce repeat issues.
Experience
Work history, roles, and key accomplishments
Tier 1 Technical Support Engineer
Nearshore Inbound Call Experts
Jan 2021 - Jan 2024 (3 years)
Provided Tier 1 technical support for Parallels and macOS virtual machines, resolving customer issues via calls, chat and remote sessions and issuing refunds per company policy.
Tier 2 Technician
Nearshore Inbound Call Experts
Jan 2018 - Jan 2021 (3 years)
Resolved PC performance issues, virus/malware cleanup, printer and OS installations, driver updates and network troubleshooting via inbound/outbound calls and remote sessions.
Satisfaction Technical Support Agent
Nearshore Inbound Call Experts
Jan 2014 - Jan 2018 (4 years)
Verified Tier 2 session outcomes with customers to ensure satisfaction, coordinated escalations, and helped improve resolution and follow-up rates.
Networking Technician
Jamaica Defence Force
Jan 2013 - Jan 2014 (1 year)
Installed network cabling and keystone outlets to support infrastructure deployments and ensured reliable LAN connectivity.
Computer Technician
K-Web Media Tech
Jan 2010 - Jan 2011 (1 year)
Performed hardware and software repairs, diagnosed faults and restored client systems to operational status.
Education
Degrees, certifications, and relevant coursework
Stony Hill Heart Academy
Certificate, Continuing Education
2012 - 2013
Attended Stony Hill Heart Academy from 2012 to 2013 for continuing education.
Happy Grove High School
High School Diploma, General Secondary Education
2002 - 2007
Completed secondary education at Happy Grove High School from 2002 to 2007.
Sea Side Primary School
Primary School Certificate, Primary Education
1997 - 2002
Completed primary education at Sea Side Primary School from 1997 to 2002.
Availability
Location
JamaicaAuthorized to work in
Job categories
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