Management Human Resources
Resume:
mICHAEL j. wICKS
Bronx, NY 10469
Phone: 646-***-****
******@*******.***
http://www.linkedin.com/in/michaeljwicks
Summary of qualifications
A hand's on leader with a rare combination of exceptional people skills
(management and client-relations) with superior job knowledge. Over ten
years of experience aligning IT resources against ITIL best practices with
technology planning and execution of large-scale system improvements.
Proven IT professional with the ability to improve corporate performance
while staying on line on budget, and ahead of the technology curve.
Accomplishments
Strategic Business/Technology Alignment and Planning . IT Governance,
Planning and Controls . Execution Operational Streamlining . Technology
Transformation . Process Improvement . Project Management . IT Policy
Development . Incident Management . Problem Management . Change Management
. Multimillion-Dollar Budget Management . Cost Control . Project Management
and Prioritization . Negotiations . Outsourcing Service Delivery . Vendor
Relations . Negotiations . Network Support . Talent Recruitment . Team
Leadership Staff Management
Professional Experience
May 2009 to MAximus
Present Brooklyn, NY
Team Lead - Support Implementation Specialist
Contribute to project profitability by managing the design and
development of a quality service desk to support a mission
critical business application for the New York City's Department
of Education. As the Support Implementation Specialist, I was
responsible for work that supports the planning, preparation, and
execution of Level 2 and 3 end user support for all school sites
throughout New York City. These efforts required consistent
communication regarding execution of support strategies to
appropriate staff, manage, train and support end user support
specialists.
Operational Highlights:
. Gather information on current NYCDOE end user support practices
. Provide Level 2 and 3 support to end users through DOE Level 1
support
. Prepare the End User Support Plan for each application release,
which includes, but is not limited to support levels description
documentation, resolution and response documentation, support
escalation policies.
. Develop processes, procedures and requirements for system
release management for multiple systems.
. Develop Standard Operating Procedures Manual (SOPM)
. Define application infrastructure support processes
. Analyze data and information in weekly metric reports and make
recommendations for improvements
. Prepare all plans necessary to remediate identified gaps
. Create snapshot databases and provide pro-active monthly end
user activity reports to support end-users during regulatory
reporting time
. Manage the help desk operations and collaborate with various
subcontractors to timely resolve systemic problems and
application issues
. Coordinate system infrastructure activities with the hosting
vendor and perform regular, back-end maintenance activities
Jan. 2007 to HallmarKCHANNEL
June 2008 NY, NY
Director of Support Services
Commanded company's IT services across geographical offices and
designed both long and short term strategies for the division.
Collaborated with senior executive committee to set and manage
company goals and conceived of, developed, and directed annual
technology projects in support of those objectives. Accomplished
a thorough revamping of companywide IT functions and created a
resilient, scalable, and a responsive IT organization. Recruited,
trained, and motivated a talented staff. Supervised 5 employees
within the IT department as well as 10 people engaged in the
production and development of remote sites.
Ensured frictionless operations of daily IT functions, such as
application support, desk-side support, structured networking,
security, telecommunications, remote application and network
access, remote offices, wireless services.
Technical Environment:
. Active Directory . Wireless Access Points . Handheld PDA .
Blackberry Devices
. Blackberry Enterprise Server - Administering & Supporting 4.1
Service pack 5
. Exchange 2000 . VOIP technology . File\Print Server . Polycom
HDX9002 Video Conference technology . Altiris solution . News
Room systems (Inews) . Microsoft applications . SecurID Key .
Remote Access - VPN . FTP . Antivirus . Crestron Room View .
Windows XP\2000 . MAC OS X - Tiger (10.4) . Entourage mail
client . DHCP . WINS . DNS . Wireless Networking . Dealmaker .
Stars II+
Operational Highlights:
. Reduce company communications overhead by 100% with Planned and
Coordinated Mail migration and BlackBerry Enterprise Server
upgrade.
. Bridge the communication challenge with the successful
implementation of a Multimillion-Dollar budget fully HD
intergraded Polycom HDX9002 Video Conference unit with Crestron
technology.
. Improved work efficiency with improved develop and documented
work process for IT related resources: FTP solution, Video
Conference Bridge, Data exchange platforms to share information
seamlessly without geographical limitations, Wireless network,
Mailbox storage, Asset Management, Workstation life cycle
process, Proper Incident Management.
.Developed work process for managing accounts using Active
Directory, strengthen communication lines with Human Resources
and the IT department during the life cycle of employees.
.Standardize Workstation image for all site - automated build
process, application deployment.
. Simplified printing resource - established print server and
deployed Multifunctional Fiery Device establishing a digitized
platform for information and move toward paperless solutions.
. Successfully established professional, customer-centric, IT
services platforms as well as elevated service quality with the
implementation of ITIL- and ITSM-based best practices to upgrade
strategic and operational support services.
Dec. 2002 to courtroom television network
Jan. 2007 NY, NY
Manager of Support Services
Charged with managing all IT activities through three different
lines of business: sales, online, and cable television. Lead a
team of 5 people and utilized a budget of $1.5 M to maintain
daily IT operations and functions. Negotiated contracts, and
maintained relationships with vendors. Oversaw the day-to-day
user support, network maintenance, operations.
Technical Environment:
. Active Directory . Wireless Access Points . Handheld PDA .
Blackberry Devices
. Blackberry Enterprise Server - Administering & Supporting 4.1
Service pack 5
. Exchange 2000 . VOIP technology . File\Print Server . Polycom
HDX9002 Video Conference technology . Altiris solution . News
Room systems (Inews) . Microsoft applications . SecurID Key .
Remote Access - VPN . FTP . Antivirus . Crestron Room View .
Windows XP\2000 . MAC OS X - Tiger (10.4) . Entourage mail
client . DHCP . WINS . DNS . Wireless Networking . Dealmaker .
Stars II+
Operational Highlights:
. Reduce company communications overhead by 100% with Planned and
Coordinated Mail migration and BlackBerry Enterprise Server
upgrade.
. Bridge the communications challenge with the successfully
implementation of a Multimillion-Dollar budget fully HD
intergraded Polycom Video Conference unit with Crestron
technology.
. Improved work efficiency with improved develop and documented
work process for IT related resources: FTP solution, Video
Conference Bridge, Data exchange platforms to share information
seamlessly without geographical limitations, Wireless network,
Mailbox storage, Asset Management, Workstation life cycle
process, Proper Incident Management.
. Developed work process for managing accounts using Active
Directory, strengthen communication lines with Human Resources
and the IT department during the life cycle of employees.
. Standardize Workstation image for all sites - automated build
process, application deployment.
. Established and deployed Multifunctional Fiery Device
establishing a digitized platform for information and move toward
paperless solutions.
. Successfully established professional, customer-centric, IT
services platforms as well as elevated service quality with the
implementation of ITIL- and ITSM-based best practices to upgrade
strategic and operational support services. Leading to the
acknowledgement and winning "Best Department" Award from the
company three years in a row.
. Implementation of Altiris Incident Management Help Desk
software.
. Upgrade company's News Room systems and equipment
June 1998 to courtroom television network
Dec. 2002 NY, NY
Desktop Support
Provide day to day desk-side support in a 500 plus employee
environment.
Operational Highlights:
. Support all News Room software\Hardware
. Total account management
. Executive Support
Education
2000 University of Maryland Eastern Shore
Princess Anne, MD
BS, Criminal Justice
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