mb·MICHAEL
BILLODEAUX

TECHNOLOGY OPERATIONS & APPLICATION SUPPORT

Clear thinking.
Better outcomes.

I’m Michael Billodeaux. I help people get back to work—and follow the evidence when the answer isn’t obvious.

See how I work Explore my experience

Enterprise IT support in financial services.
A growing foundation in data analytics.

A PRACTICAL FOUNDATION
59.57%

First-call resolution
Jan 1–Oct 30, 2026

99.89%

Audit score
Jan 1–Oct 30, 2026

Always
learning.

Data Analytics at WGU
Bachelor’s degree in progress

A good fix starts
with a better question.

I use established procedures where they help, and investigate independently when an issue needs a closer look. Here’s how I work through a support interaction.

What changed?

Before choosing a fix, I establish what the person was doing, what they expected, and where the experience broke down.

  • What were you trying to do?
  • When did it last work successfully?
  • What happened instead?

A clear problem statement makes every next step more useful.

A Day in the Life

Anonymized stories from real support interactions: the issue, the investigation, and the reasoning behind the next step.

A DAY IN THE LIFE

The Support Compass

Principles, Perspectives & Lessons from IT Support

Observations from everyday support work: the habits, principles, and lessons that guide how I help people.

THE SUPPORT COMPASS

Built on real
support conversations.

My first IT role has given me a foundation in enterprise technology support: understanding the problem, helping the person, and keeping the work moving.

MAR 2022 — PRESENTEMPLOYEE

Technology Operations
Associate Analyst

Enterprise financial services organization

  • Investigate support issues across user workflows, workstations, and applications, combining documented procedures with independent troubleshooting.
  • Use application and error logs, system dashboards, and remote support tools to understand symptoms and narrow down causes.
  • Document findings and screenshots, resolve issues within my support scope, and escalate to Tier 2 with the investigation clearly recorded.

2026 support snapshot

–

First-call resolution
59.57%
Audit score
99.89%
Average call handling time
12m 12s
Average wrap time
1m 56s

Self-reported from my performance dashboard. Wrap time runs from the end of a call until ready status. Some issues require device replacements handled by another team.

OCT 2021 — FEB 2022CONTRACT

Enterprise IT Support

TEKsystems contractor

The start of my IT career, followed by a transition to direct employment with the organization in March 2022.

Tools help.
Judgment connects them.

Hands-on support experience across the systems people rely on every day, backed by a habit of asking what the evidence actually tells us.

Investigate & document

Build context and leave a clear record.

  • ServiceNow
  • Application & error logs
  • System dashboards
  • Issue documentation

Support the workspace

Help users across devices and applications.

  • Windows 10 & 11
  • Remote Desktop & Remote Help
  • Mobile & BYOD support
  • Webex & messaging applications

Navigate access

Troubleshoot identity and authentication.

  • Microsoft Entra ID
  • Microsoft Authenticator
  • RSA SecurID
  • Azure environment exposure

Curiosity is
part of the job.

I’m building toward deeper application support work, with an interest in Teamcenter L2 roles. Alongside my IT experience, I’m studying data analytics to strengthen how I investigate questions and interpret information.

Bachelor’s in Data AnalyticsWestern Governors University · In progress

FOUNDATIONS I’VE BUILT

CompTIA A+

IT support fundamentals

✓

ITIL

IT service management

✓

Google Data Analytics

Analytical thinking & data foundations

✓

Professional certifications that complement practical support experience and continued study.

Learning Milestones

Progress through courses, certifications, projects, and my data analytics degree—along with the lessons I take into my work.

LEARNING MILESTONE

Thoughtful support.
Room to grow.

Explore the experience behind my approach,
or keep a copy of my professional profile.

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