Michael A.
Details
2021 : Present
Self-employed
Information Security Consultant
Embedded member of the Transactions-UI product development team, and Reports teams, where I investigated, verified and managed bug reports for Quickbooks Online, and online banking connections. Created Jira tickets and lead prioritization discussions with the appropriate software developments teams. Worked with product managers to develop release plans to minimize customer impact. Also worked with the Point of Sale payment processing team, fixing customer database files, running SQL queries, using Splunk, and analyzing logs for anomalies.
2014 : 2019
Intuit
Supportability Specialist
Tier 2 Service/Support Specialist and facilitator for Quickbooks Online (USA, Canada, and Accountant's Edition) SAAS offering. Dealing with small business owners, and professional accountants alike, ensuring they have the right tools to grow their business.
2011 : 2014
Intuit
Quickbooks Online Service and Support
Providing second level help desk support functions for Apple Inc.
Dealing with escalated end user situations. Troubleshooting,
conflict resolution and time management skills are required in providing
support for complex hardware, software and networking issues.
Achieved Apple Certified Macintosh Technician (ACMT) certification.
2009 : 2010
ADITYA BIRLA MINACS
Senior Technical Support Advisor
Technical Support for ATT Wireless. Responsible for diagnosing problems with cellular wireless network access and wireless handset issues. During my tenure I accepted a promotion to a Transaction Monitoring Agent position where I was responsible for analysis, coaching and mentoring of colleagues to help promote more quality experiences for end users.
2002 : 2009
Convergys
WIRELESS NETWORK SUPPORT AGENT
About
A highly engaged cyber security professional committed to balancing security initiatives with external risks and business operations. A natural leader with exceptional work ethic, focus, and a mindset that drives personal and team success. Dual citizen who's eligible to work in both the USA/Canada.
Skills include:
• Relationship Building
• Teamwork
• Adaptability
• Communication: Explaining technical things to non-technical people
• Problem solver: Troubleshooting
Technical Specialties:
-Process improvement, Product Development
-Information Systems Architecture, Networking Architecture, Administration,Security
-Wireless Architecture and Implementation
- Business Application Support (Citrix, Lotus, Office)
- Multi -OS support experience. (Apple,Microsoft, Linix)
-Certified technician for both PC's and Mac's (A+, ACMT)
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