Michal Surmacz

Professional Summary

Motivated IT professional with over 2 years of experience in technical support, hardware/software installation, and system optimization. Proven ability to deliver effective remote and in-person assistance, ensuring operational efficiency in educational and organizational environments. Skilled in supervising projects, managing ticketing systems, and enhancing user experience through clear communication and technical expertise. Fluent in English and Polish, with a strong commitment to fostering collaborative and innovative tech solutions.

Core Competencies

• Technical support and troubleshooting (remote and in-person)
• Microsoft Office 365 proficiency
• Effective communication and interpersonal skills
• Network troubleshooting and cybersecurity (PC Pro, Security Pro certified)
• Customer service and payment processing expertise
• Time management and multitasking abilities
• Academic excellence and leadership capabilities (Dean's List, Phi Eta Sigma member)
• Proficiency in ScreenConnect, TeamDynamix, and Ellucian Banner
• Basic Active Directory management
• Operating systems: Windows and macOS
• Ticketing system management and issue tracking
• ITIL principles and practices
• Printer setup and troubleshooting

Experience

SUNY Delhi

• Student Help Desk Technician (Aug 2023 – Present)
  • Deliver technical support to students and staff, resolving issues promptly to maintain operational efficiency.
  • Manage and prioritize support requests using a ticketing system, ensuring timely resolution.
  • Provide remote and in-person assistance, fostering a supportive tech environment.
• Information Technology Intern (May 2024 – August 2024)
  • Installed, configured, and tested classroom and lab equipment, ensuring neatness, safety, and functionality.
  • Managed software imaging, BIOS configurations, and network mapping for new devices.
  • Supervised student workers during lab breakdown and rebuild projects.
  • Authored and updated Knowledge Base articles.
• Database Peer Tutor (Aug 2022 – Dec 2023)
  • Provided in-class support with study guides, resulting in improved student comprehension and grades.
  • Assisted students in managing databases with Microsoft Access, enhancing their technical skills.

Chemka Pool

• Cashier (June 2023 – Aug 2023)
  • Ensured entry to the pool area was granted to members and authorized guests only.
  • Processed payments for memberships, passes, and lessons.
  • Provided assistance and answered queries about pool facilities.

Education

SUNY College of Technology at Delhi – Delhi, NY
Bachelor of Business Administration in Cyber Operations Management
Graduation: December 2024 | GPA: 3.51/4.00

Certifications and Awards

• TestOut PC Pro Certification | Certificate ID: 6-1C6-VATH6Q
• TestOut Security Pro Certification | Certificate ID: 6-1C6-VATH6Q
• Member of Phi Eta Sigma National Honor Society
• SUNY Delhi Dean's List: Fall 2021, Spring 2023, Fall 2023, Spring 2024