Hey, I'm Micah
I'm a Service Desk Analyst II with almost 5 years of experience in enterprise managed services, specializing in escalation management and complex issue resolution. Currently operating as a Senior Technical Resource for weekend coverage, acting as the primary escalation point for high-impact issues across Microsoft 365, Azure, Active Directory, and enterprise networking.
Experience
Nov 2023 – Present · Dallas-Fort Worth · Hybrid
Service Desk Analyst II | Senior Technical Resource
As a Service Desk Analyst II, I serve as a Tier 2 escalation point, resolving complex technical issues across a diverse client base. During weekend coverage, I operate as a senior technical resource, guiding the support team, improving communication, and ensuring urgent issues are handled efficiently while maintaining high client satisfaction. My experience across enterprise applications and infrastructure supports system stability, performance, and SLA adherence.
Weekend Queue Optimization Initiative (Weekend Trio)
➤ Designed and implemented a structured weekend ticketing framework separating High (Sev 1–2), Low (Sev 3–4), and Assigned queues.
➤ Built automation to synchronize real-time messaging between support channels and developed a GPT-based agent for application uninstalls and MOP-integrated email prompts.
➤ Increased visibility of unassigned critical alerts, security incidents, and Tier 1/2 escalations to reduce oversight risk.
➤ Streamlined workload distribution, improving prioritization and operational efficiency across a five-person weekend support team.
➤ Conducted controlled testing to validate automation accuracy, functionality, and reliability prior to broader adoption.
Aug 2022 – Dec 2023 · On-site
Service Delivery Tier 1
➤ Provided Tier 1 technical support for a diverse enterprise client base, driving the resolution of hardware, software, and connectivity issues while maintaining high client satisfaction.
➤ Managed user lifecycle operations, including account provisioning and permission management within Active Directory and Microsoft 365 environments.
➤ Served as the initial point of contact for technical incidents, ensuring accurate categorization, documentation, and escalation to senior engineering teams when necessary.
➤ Maintained 100% SLA compliance through efficient ticket management and clear, "no-nonsense" communication with end-users.
➤ Contributed to the internal knowledge base by documenting resolution paths for common technical issues to improve team-wide troubleshooting efficiency.