Michael Dorsey

7908 Marfield Place Apt K

Nottingham, Maryland 21236 United States
Mobile: 443-248-2047
Email: michael.dorsey118@gmail.com

Work Experience:
IT Asset Manager
Center for Medicare & Medicaid Services (Leidos):
3300 Lord Baltimore Dr
Windsor Mill, MD 21244

01/2023 – Present
Hours Per Week: 40
Duties, Accomplishments and Related Skills:
Conducted trainings for Warehouse and Tier 2 Technicians for processes and
procedures for assets and consumables in Service-Now (SNOW). Taught several 1-hour
sessions. Provided guidance, advice and followed up with each user who had
questions after my training. Created PowerPoint slides with a notes section for users
to take as many notes as possible. The training was so successful that users had very
few issues going forward and were able to confidently navigate through SNOW.
Assisted the leadership team with SNOW automated processes that included shipping
& receiving laptops (MAC and Windows), Transfer Order Requests and Computer
Upgrades (Laptops and iPhones).

Managed inventory levels for stockrooms in the central office warehouse and regional
offices that contained consumables, laptops (Macs and Windows), desktops, printers,
handheld computers, telecommunication devices (Apple products and Android).
Researched and provided feedback on problematic trends and patterns regarding
assets and consumables in the central office warehouse and regional offices in SNOW.
Oversaw the deployment, shipping and receiving of all user’s equipment such as VOIP
phones, tablets, laptops, desktops, MACS, network printers and any type of IT
equipment needed for service. Verified assets were listed in the correct state and
substates in SNOW (e.g., State: In Maintenance, Substate: Repair).

Managed projects for computer and phone upgrades. Worked with the staff to go over
the life cycle for machines and created a timeline to have all machines re-imaged,
replaced and disposed. Collected data, to make sure improvements would translate to
new and existing devices such as: decrementing consumable inventory from
stockroom locations, assigning devices (e.g., laptops, mobile phones, and MiFi’s).
Managed project for inventory audit for the central office warehouse containing over
1600 devices such as: laptops, desktops and iPhones). Managed project for inventory
audits for 86 different consumable types (e.g., mouse, keyboard, printer, stylus, audio
visual cables, monitors and dual monitor stands).

IT Field Technician
Baltimore County Public Schools
600 Stemmers Run Rd
Essex, MD

5/2017 – 01/2023
Hours per week: 38
Duties, Accomplishments and Related Skills:
Performed initial tier 1 and 2 troubleshooting which would consist of desktop
hardware and software including: video cards, sound cards and motherboards.
Properly configured desktop and network printers for all staff members to use
throughout the building. Conducted trainings for all telecommunications devices such
as: Apple products, Android, Windows media devices and VOIP telephones.
Researched and provided feedback on problematic trends and patterns regarding
customer support requirements. Installed, configured and troubleshot new laptops
and desktops for all employees including cables, hard drives and DVD drives.
Responsible for maintaining and organizing devices on BCPS School Servers.
Deployed all new user equipment such as VOIP phones, tablets, laptops, desktops,
MACS, network printers and any type of IT equipment needed for service. Kept track of
end user devices and gave out specific network rights to approved users from
management. Located and troubleshot laptops, desktops and printers with TCP/IP
connection issues. With performing these procedures, I was able to cut users down
time from 3 days to about 1 day for new equipment and troubleshooting.

Managed a project to complete PC upgrades for over 8500 users. Worked with the staff
to go over the life cycle for our machines and created a timeline to have all machines
replaced. Collected data, with help from my staff, to make sure improvements would
translate to the new machines. Configured DHCP services on Windows server to image
PCs over network. Re-imaged Windows laptops and desktop computers. Completed
software deployment for each user’s machine. Made sure our baseline security
application was set up for each machine (Windows defender). Assisted users locally
and remotely by using RDP to resolve their issues. Troubleshot issues with remote
connections such as Citrix and standard VPN access.

Worked with several users on Poly-com VTC issues. Troubleshot all network
equipment which included several interactive IT and A/V systems such as Skype,
Microsoft Teams, Zoom, Google Meet and other media-based systems. Assisted with
giving knowledge on security tools to diagnose the issue. Advised users on how to do
standard firmware updates and software updates when needed. Gave users
instructions on how to acquire new equipment with or without a warranty. Assisted
the leadership team with automated processes that include sound quality and video
displays for virtual conference calls and meetings. Assisted leadership with advising
users on how new equipment is obtained and went over guidelines on what is
acceptable for Baltimore County use. By assisting these users, I was able to give them
confidence on picking their new provider and how-to basic troubleshooting if they
ever run into any issues.

Worked with staff and Junior support personnel to coach complex problem
recognition and management to do patch panel work. This work included: Patching in
new desktops, patching in new VOIP phones, assigning IP addresses for network
printers to remain static and completed cable management at the desk level and
switch level. Also worked with OCIO to patch in new network printers, statically added
IP addresses and configured standard settings so that the staff could print
successfully. With my help, I was able to get users the access to desktop functionality
quicker, printer access and moved into their perspective space faster so that down
time was very minimal.

Developed customer support policies, procedures, and standards as well as provide

customer training for all Microsoft Office products. Taught several 1-hour sessions.
Provided guidance, advice and followed up with each user who had questions after my
training. Created PowerPoint slides with a notes section for users to take as many
notes as possible. Developed, updated and maintained a comprehensive database of
technical queries and correspondence resolutions on our internal site "BCPS. org".
The training was so successful that users had very few issues going forward and were
able to confidently navigate through each office program.
Client Support Technician
Greater Baltimore Medical Center
6701 N Charles St
Towson, MD

8/2016 - 12/2016
Hours per week: 40
Duties, Accomplishments and Related Skills:
Performed tier 1 and tier 2 hardware and software troubleshooting on devices which
include: motherboards, hard drives, and DVD drives. Installed software, modified and
repaired hardware devices such as: Apple products, Android, Windows media devices
and VOIP telephones. Software installations included: Microsoft Office 2010, HP printer
drivers, scanner drivers, zebra printers, Bomgar and Ultra VNC. Supported the Help
Desk by installing video teleconferencing applications which include: Microsoft
Teams, Skype, Google Meet and Zoom. By providing this level of support, I was able to
effectively provide first call resolution to all users. Located and troubleshot laptops,
desktops and printers with TCP/IP connection issues.

Part of the help-desk team to resolve customers’ problems during the day and after-
hours support 24x7 to adhere to SLA procedures. Managed call flow and responded to
technical support needs of customers. Used remote access to grant users’ network by
resetting passwords, granting administration credentials and resetting security
tokens. Managed users accounts and added security features to all user’s devices.
Provided support for all users that would include troubleshooting sound and video
display issues.

Answered all technical questions for clients remotely and on site. Installed,
troubleshot and configured DHCP servers to re-image new laptops and desktops for
new hires and current employees. Deployed all new user equipment such as cellular
phones, tablets, laptops, desktops, network printers and any type of IT equipment
needed for service. Was responsible for the setup of over 100 new offices and the
closeout of several offices and I was tasked with gathering and warehousing devices.
Senior Deployment Technician
University of MD Medical Center
22 S Greene St
Baltimore, MD

4/2014 - 4/2016
Hours per week: 40
Duties, Accomplishments and Related Skills:
Serves as the Acting Supervisor/Lead for the Information systems team. Carried out
related duties and responsibilities typical of first level supervisory position, such as
overseeing the work of 20 full time employees. My responsibilities included, holding
daily meetings to give direction to the team and answer any questions they may have,
taking escalations from users across the enterprise to make sure their needs were
met, overseen each department and advised them of daily numbers and milestones
that needed to be met. Kept track of these numbers by using Microsoft Excel to
manage daily assignments and hardware inventory. By stepping into this leadership
role, I was able to effectively help hit their daily numbers and give senior leadership
some guidance on how to improve operations on a larger scale.

Serves as a problem solver, advisor and provided operational support for users of IT
equipment, software, cloud and on-premises networks, and systems. Was responsible
for the replacement of monitors, printers, scanners and laptops. Located and
troubleshot laptops, desktops and printers with TCP/IP connection issues. Provided
the workforce with technical requirements and descriptions of work to be
accomplished; tracked their progress and quality of work performed; and arranges for
staff to conduct necessary inspections of contracted work. Works with senior
leadership to develop plans for work that needed to be distributed.

Provides daily support to resolve routine and non-routine problems, questions, or

complaints. Develops and maintains strong, mutually supportive working
relationships with internal and external customers; conducted evaluation of support
to determine quality of services and customer satisfaction and recommended
procedural changes to leadership based on customer need or changes in policy,
regulation or work needs.
Desktop Support Technician
St. Agnes Hospital
900 S Caton Ave
Baltimore, MD

10/2013 - 4/2014
Hours per week: 40
Duties, Accomplishments and Related Skills:
Was responsible for handling inbound calls for hardware devices such as: desktops,
laptops, VIOP phones, printers, scanners, mobile devices, tablets, and peripherals.
Remotely resolved customer issues that would consist of tier 1 and tier 2 issues,
network devices, printer configurations and backend network support. With my
assistance, I was able to maintain SLAs under 48 hours for all users.

Ensured security compliances by running weekly reports and reviewing network

permissions to stay on top of potential issues that would occur during my shift.
Provided account maintenance for all end users within the company. By implementing
the proper procedure, I was able to keep the department goals of first call resolution
to under 5%.

Part of the help-desk team to answer customers questions during the day and after-
hours support 24x7 to adhere to SLA procedures. Responded to internal and external
concerns with user account access, old and new program issues, and company
systems issues from several different call centers. Used remote access to grant users’
network by resetting passwords, granting administration credentials and resetting
security checkpoint tokens.

Configured users’ equipment such as Apple products (iPhones and iPad 3rd
generation and up) Android operating systems (Droid X generation and up) and
windows mobile devices which included the surface tablet. Re-imaged Dell and
Windows laptops and desktop computers. Was able to assist users locally and
remotely if out of the office. This saved the department time when having to deploy to
users that needed to get replacements.

Maintained current features for assistance via a GUI to home location registers,
loading new operating systems, remote control consoles, T1 Switches and Lucent
Voicemail platforms. Engaged network repair personnel via portable radios, mobile
radios and remedy trouble tickets in the event of a major outage.

Education:
Community College of Baltimore County
Essex, MD United States

Associate degree 5 / 2012

Major: Information Technology