1. Michael W. Riddick
207 Tiburon Drive
Lithonia, GA 30038
(757) 447-8592
MichaelWRiddick@gmail.com
Profile
Highly talented and accomplished IT Specialist with 14 years of experience and a commitment to
excellence. Expert in networking with a demonstrated ability to build new opportunities and expand
prospects within an existing client base. Exceptional competence in establishing and achieving personal and
business goals. Extremely strong business acumen with the ability to architect and drive change. Known
and respected for teamwork, passion to succeed, leadership and commitment to ever-increasing profitability
in organization. Competently juggle multiple tasks while maintaining the uppermost emphasis on
productivity, profitability, and growth. Strong influencing skills and tremendous energy and edge. Passion of
a successful entrepreneur with the discipline of a seasoned executive. Externally competitive and internally
team-oriented.
Work History
Artech Information Systems: Atlanta, Georgia 01/16 – Present
Contract: IBM / AT&T
System Support Engineer
− Provided hands on support for IBM and AT&T employees on a daily basis
− Assisted employees who were required to complete a Lease Rollout that moved all of their
Data, Software, Preferences, and Profiles to a Newer Laptop/Desktop
− Performed different system analysis to properly evaluate client needs, determine desires and
address issues communicating MS products and services as optimal solutions
− Provides Tier 3 desktop support for 5,000 users
− Performs IMAC, hardware and software installation and maintenance for systems and
equipment at different sites
− Installs, configures and supports Microsoft Windows / Exchange Servers
− Regularly provides efficient technical support over the phone, maintaining presentable phone
demeanor, courteousness, and creativity
− Performs accurate and precise real-time analysis and triage of infrastructure alerts
− Responsible for documenting issues / resolutions via ticket system for present / future
reference
− Familiar with network administrator functions, set up user accounts, passwords reset, resolved
account lock-outs, and administered permissions within guidelines of group policies
Paramount Staffing: Atlanta, Georgia 08/15 – 12/15
(Contract) GA Dept. Of Public Safety
Helpdesk Specialist
− Provided Hardware and Software support for Internal Employees and Troopers
− Answered incoming Calls, Emails and Responded to Tickets
− Resolved Printing issues (Network and Plug N Play)
− Active Directory (Unlocking accounts, Password Resets)
− Completed computer swaps for Troopers which included setting up their software, aircards,
printers, and email
− Setup new hire machines and profiles
− Monitor and correct Virtual Machine issues (Slow loading, Unable to access, and VM Resets)
− Troubleshoot Network issues as well as VPN connect issues and setups
− Resolve Virus or Spyware issues on the user’s machine
− System Diagnostics to correct Performance Issues
− Create tickets for Repairs, Requests, and Replacements of Hardware or Software
− Mapping drives
− Migrating data and backup recovery
− Loaded standard images on Desktop and Laptop Computers
Michael W. Riddick: IT Help desk professional

2. Michael W. Riddick
IT Resource Market Staffing: Atlanta, Georgia 04/15 – 08/15
(Contract) Cox Enterprises
Technical Support Representative
− Provide technical support for In-House users
− Active Directory (Unlocking accounts, Resetting Passwords, and Profile Setup)
− General troubleshooting from Usage calls to Installations
− Monitor and correct Virtual Machine issues (Slow loading, Unable to access, and VM Resets)
− Troubleshooting the variety of software that the users access on a regular basis
− Answer incoming and outgoing calls as well as creating tickets related to email requests
− Troubleshoot Network issues as well as VPN connect issues and setups
− Install and Configure Printers for the user
− Resolve Virus or Spyware issues on the user’s machine
− System Diagnostics to correct Performance Issues
− Create tickets for Repairs, Requests,
− Communicate with the users via Phone, Email, Bomgar, or Instant Messenger
− Account setups for various Intranet sites
− Mapping drives
− Migrating data and backup recovery
Carestream Dental: Atlanta, Georgia 11/11 – 01/15
Technical Support Representative II (Team Lead)
− Provide customer service and front line support automatic call distribution, outbound calls,
email or faxes specified within company standards and guidelines.
− Maintain and increase product knowledge on applicable products/applications via training,
documentation, and personal research.
− Document issues and resolutions thoroughly and efficiently in Epicor Clientele
− Perform level two troubleshooting on all current hardware (Laptops, Desktops, Smart Phones,
Ipads, Modems, Routers, Printers, and Scanners).
− Assisting or completing server migrations, software installs, image moves, database repair
using support software utilities.
− Monitoring the support team as a floor walker to assist the new hires and tier 1 techs with
troubleshooting, resolutions, transitions, as well as escalations
− Escalate issues following the escalations guidelines as needed to 3rd
tier.
− Daily escalation callbacks for voice mail messages left by client requesting a follow up call
from a senior technician.
− Provide input for new products, features, product usability and supportability.
− Managed approximately 55 people on a daily basis and assisted them with Level I issues
Dendrite International: Chesapeake, Virginia 07/07 - 07/11
Technical Support Representative II (Team Lead)
− Provide technical support for pharmaceutical representatives.
− Troubleshoot user issues and provides first level support on VPN, wireless, internet, system
errors, BSODs, printers, Lotus Notes, drivers, routers, I Pad, Blackberry, third party, and
proprietary software.
− Document the resolution using a ticketing system.
− Create and update new hire training.
− Maintain and track internal hardware inventory.
− Handled Level 2 case escalation reviews in which I make sure the required notes and proper
steps were completed prior to escalation to our 2nd
tier technicians.
− Managed approximately 30 people on a daily basis and assisted them with Level I issues
ICT Group: Chesapeake, Virginia 10/05 - 07/07
Technical Support Supervisor
− Troubleshooting, researching, diagnosing, documenting, and resolving technical software
issues for the general public related to all Dell products.
− Served as a Level I and Level II technician as an Inbound and Outbound resolution agent.
Michael W. Riddick: IT Help desk professional

3. Michael W. Riddick
− Complete attendance, schedule adjustments, disciplinary actions, and timecards for
employees.
− Diffuse irate customers.
− Creation of daily reports on staffed time, attendance, and QA scores.
− Provide feedback and coaching of team members.
− Trainer Coordinator and initial point of contact for resolution of desktop/notebook-related
issues.
− I Supervised over 55 employees addressing issues that were (Phone Related, Schedule
Related, Personal, as well as Production Related)
Hire Dynamics: Norfolk, Virginia 06/05- 11/05
(Contract) Trader Publishing
LAN Support, I.T. Technician
− Troubleshooting LAN problems, Citrix, Tele-magic, Jabber, M.S. Word, Excel, Outlook,
Symantec, AS400, and Adobe software for internal customers.
− Password Reset.
− Mapping Drives, Creating new user account.
− Computer setup and installation of software.
− Maintain inventory of all system Backup Tapes, user setups, printers, scanners, computers,
and conference rooms for Network access.
− Troubleshoot working and nonworking Network related issues.
− Software and hardware installation.
− Server maintenance.
− Creation of orders for computers and parts as requested by management.
Adecco Staffing: Chesapeake, Virginia 01/05 -05/05
(Contract) Prime Therapeutics
Pharmacy Helpdesk, LAN Support
− Provide pharmacist with technical support regarding claims
− Troubleshooting proprietary software, M.S. Word, Excel, Outlook, and Internet Explorer.
− Coordinated daily training schedules for the team.
− Provide up to date changes in Policy and Procedures.
Norfolk Southern Corp: Norfolk, Virginia 08/01-08/04
Customer Service, I.T. Phone Support
− Incoming and Outgoing calls pertaining to the movement of companies shipments by Railroad.
− Provide internal LAN support, troubleshoot email accounts, system malfunctions, computer
errors, printer problems, and fax machines.
− Set up new users systems.
Education
Granby High School: Norfolk, Virginia
Graduated: 06/95
General Studies
Tidewater Technical Institute: Norfolk, Virginia
Graduated: 05/01
Computer Support Specialist.
Technical Skills
Operating Systems: Win: 95, 98, NT, 2000, XP, Vista, Windows 7, Windows 8, Mac OS 8, 9, X (10)
Server: 2003, 2008, 2012
M.S. Office: Word, Excel, Power Point, One Note, Power Point
Email: Lotus Notes, MS Outlook, Webmail, Yahoo, Gmail, Hotmail, AOL
Desktop/Laptop: Dell, HP, IBM, Toshiba, Fujitsu, Acer, AS400, I Pad, I Pad II, Surface
Printers: Office Jet, Laser Jet, Plotters, All In One Printers, Network and Plug And Play Printers
Networking: Citrix servers, Tape Backups, Server Maintenance, Folder Sharing, Mapping Drives
Ticketing Systems: Clarify, Remedy, Clientele, Axiom
Michael W. Riddick: IT Help desk professional

4. Michael W. Riddick
Remote Desktop Software: Bomgar, Team Viewer, Log Me In 123, Dameware
Additional Technology: Routers, Air cards, Modems, Blackberry, VPN, BSODs, Virus protection,
Spyware, Driver Installation, Dos, Drive mapping, Telemagic software, Jabber , Active Directory,
Verizon MiFi, IPhone, Token Key Fobs, Pxe Boot
Michael W. Riddick: IT Help desk professional