MICHAEL BILLODEAUX
Technology Operations | Application Support
https://mikebillodeaux.com/

PROFILE
Technology Operations Associate Analyst with enterprise IT support experience in financial services. Investigates user, workstation, and application issues using established procedures and independent troubleshooting. Documents findings and screenshots, resolves issues within support scope, and escalates to Tier 2 when needed. 59.57% first-call resolution and a 99.89% audit score for January 1–October 30, 2026 (self-reported from my performance dashboard).

EXPERIENCE
Enterprise financial services organization — Technology Operations Associate Analyst
March 2022–present | Employee
- Investigate support issues across user workflows, workstations, and applications.
- 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 support scope, and escalate to Tier 2 with the investigation clearly recorded.
- Some unresolved issues require device replacements handled by another team.

TEKsystems — Enterprise IT support contractor
October 2021–February 2022
- Began IT career supporting an enterprise financial services organization, then transitioned to direct employment in March 2022.

2026 SUPPORT PERFORMANCE SNAPSHOT
January 1–October 30, 2026 | Self-reported from my performance dashboard
- First-call resolution: 59.57%
- Audit score: 99.89%
- Average call handling time: 12 minutes, 12 seconds
- Average wrap time: 1 minute, 56 seconds (from call end until ready status)

TOOLS AND SUPPORT EXPERIENCE
ServiceNow; application and error logs; system dashboards; Windows 10/11; Remote Desktop; Remote Help; mobile/BYOD support; Webex and messaging applications; Microsoft Entra ID; Microsoft Authenticator; RSA SecurID; Azure environment exposure.

TROUBLESHOOTING APPROACH
1. Understand the issue: what the user was doing, when it last worked, what errors appeared, and what they expected.
2. Follow the evidence: investigate symptoms, logs, dashboards, and screenshots.
3. Isolate the likely source: user workflow, workstation, or wider application issue.
4. Resolve within support scope or document and escalate to the appropriate team.

EDUCATION
Western Governors University — Bachelor's in Data Analytics, in progress.

CERTIFICATIONS
CompTIA A+
ITIL
Google Data Analytics

CAREER DIRECTION
Seeking deeper application support work, with an interest in Teamcenter L2 roles. Current experience listed above does not imply prior Teamcenter experience.

Profile prepared October 2026.