Information Technology Management

F. Michael Wilson

| |**** David Dr. |Contact Phone: 425-***-**** |

| |Tipp City, OH 45371 |E-Mail: ******@*****.*** |

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SUMMARY

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My experience within the realm of Information Technology in Enterprise

environments has spanned many years of successive advancement. From front-

line, customer-facing service desk support to team management, project

development and oversight, I have consistently produced stellar results

utilizing a strong work ethic and a 'can-do' attitude.

If your organization is in need of a talented individual that can operate

with a '30,000 foot' view of business needs along with a clear

understanding of the day-to-day operational requirements of an IT team and

how such a team can best support complex business demands in the ever-

changing competitive real world, I respectfully request that I be

considered to assist your efforts toward success.

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PROFESSIONAL EXPERIENCE

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RealNetworks, Seattle, WA July 2011 - Oct 2012

Managing Lead, IT Client Services, Corporate IT - Involved with managing

the Service-Now ticketing system, assigning resources, escalating critical

issues, developing and reporting key performance metrics, developing

service and equipment policies

Position Functions:

. Effectively manage incident and request workflow; proactively inform

customers and management of status updates

. Resolve high profile and highly complex technical issues for user base

. Develop/execute action plans to address ongoing issues for internal

customers

. Develop and lead in-depth testing of internal customer-specific

implementations

. Author professional documentation including knowledge base articles,

whitepapers, quality issues, testing results, training documentation and

departmental procedures

. Maintain awareness of, and offer insights into developing industry

standards and best practices regarding transition to 'cloud' services

models

. Manage expectations and work collaboratively with internal customers as

'service-centric' policies and practices become more prevalent in the

enterprise

. Explain, enforce and implement corporate policies regarding-among other

impending changes-BYOD (Bring Your Own Device)

. Lead ITCS team huddles and meetings, providing the team focus on goals

and insight into impending alterations to the service delivery mindset

. Contribute to the creation and establishment of performance metrics

The Cobalt Group, Seattle, WA August 2007 - July 2011

Network Operations Engineer - Involved with monitoring local and remote

data center systems and applications.

Position Functions:

. Configure and utilize operations monitoring systems including Nagios,

SiteScope, Orion, and Gomez applications

. Provide Tier 1 problem resolution based on assembled 'Run Book'

procedures

. Liaise with and escalate identified issues to Application Technicians,

System Engineers, and Development personnel to resolve mission critical

events

. Author, distribute, and update enterprise-wide announcements pertaining

to systems and/or service outages and problem occurrences and resolutions

. Install and configure server operating systems and various applications;

rack devices in local and remote data centers for both Pre-Production and

Production environments

. Create, append, and otherwise modify Knowledge Base documentation

. Service data center facilities including replacement and updating of

backup tapes

Sr. PC Specialist - Involved with a wide range of support activities of

internal and remote user base.

Position Functions:

. PC (laptop and desktop) build, image, configuration, and deployment;

associated progress tracking and reporting

. Traditional Helpdesk ticket tracking, response, and resolution utilizing

the RT ticketing system

. User account administration utilizing Active Directory, UNIX account

creation, Exchange functions/features

. Phone and Voicemail system support-digital (Mitel) and IP (Cisco)

configuration, punch-down, setup, moves, detailed record-keeping and

reporting

. Enterprise PC asset control utilizing LANDesk Management Suite to manage

inventory discovery, software package development and distribution,

security and patch administration, software license monitoring, and other

functions

. Technical Lead role for numerous projects

o Administrative rights lockdown

o Teleworker solution delivery

o Windows 7 deployment solution design and development

. Collaboration and cooperation with colleague departments throughout the

IT organization

. Training/familiarization of new Helpdesk associate employees

|Gray Systems, Inc., Seattle, WA |May 2007 - July 2007 |

Help Desk Task Lead - Involved with leading trouble ticket response,

project planning and completion, report generation from Enterprise Help

Desk ticketing application

Position Functions:

. Pre-escalation troubleshooting and consultation for problem issues

. Task assignment and progress monitoring

. Facilitation of team approach incident response and resolution

|DCI Engineering, Inc., Bellevue, WA |March 2007 - May 2007 |

Help Desk Analyst - Involved with routine response to internal client

desktop hardware/software/networking concerns.

Position functions:

. Diagnose client hardware problems; replace parts and test as required

. Maintain/update intranet web page with new and/or altered information as

prompted

. Administer Active Directory object library; add/remove objects and group

policies as requested

|First Level Technologies/NCR, Seattle, WA |April 2005 - July 2006 |

Customer Engineer (Field) - Involved with rapid response for diagnosis and

resolution of Point-of-Sale clients' hardware issues.

Position functions:

. Diagnose client hardware problems; replace parts and test as required

. Meet or exceed contracted service response/resolution criteria

. Maintain field equipment and parts inventories with appropriate

administration

|Medisystems Corp., Seattle, WA |March 2005 - April 2005 |

Business/Help Desk Analyst - Involved with routine response to internal

client desktop hardware/software/networking concerns and development of

business case for server/network operating system upgrades and

standardization.

Position functions:

. Meet/exceed defined metrics for timely routine desktop problem resolution

. Configure and deploy desktop replacement hardware to replace depreciated

equipment

. Complete/present appropriate analyses/reports as charged

|West Farm Foods, Seattle, WA |August 2004 - February 2005 |

Help Desk Analyst - Involved with timely response, analysis, and resolution

of internal and external client hardware, software, and network problems.

Position Functions:

. Respond to internal client requests for software/hardware problem

resolution

. Resolve issues pertaining to MS Exchange, Oracle applications, and

network access/uptime

. Maintain and update call logs utilizing Help Desk tracking programs

. Monitor/resolve routine report production and VPN access/connection

problems

|SelbySoft, Inc., Puyallup, WA |April 2000 - May 2002 |

Customer Service Representative - Involved with building, configuring, and

installing networked server/client systems for Point-of-Sale activities.

Position Functions:

. Build networked systems and prepare components for shipment to client

sites

. Traveling nationwide to remote client sites to install purchased systems

. Participate in remote problem analysis and resolution for active clients

|Divergent Consulting, Renton, WA |July 2006 - February 2007 |

Technical Consultant - Involved in research of client businesses' current

states, strategic requirements, and implementing categorical industry best

practices.

Position functions:

. Research and impart details of Homeland Security/HRSA mandated strategies

for disaster preparation

. Analyze businesses' competitive positioning and ability to implement

appropriate strategies

. Drive developmental practices and recommend hardware/software with a view

toward improving operational effectiveness

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EDUCATION

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McGregor School of Antioch University, Masters, Management

McGregor School of Antioch University, Bachelor, Human Development

Dell Computers, Technical Certification

CompTIA, A+ Certification

LANDesk, Certified Administrator

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REFERENCES

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Upon request

Contact this candidate