Michael Palmer

ad2jyz@r.postjobfree.com 252-***-****

linkedin.com/in/michaeljpalmer

Summary

13+ years of experience in the Software Support Engineering/Leadership/Project Management space and a life- long passion for technology.

Experience/Expertise:

• Expert: T-SQL, XML, Microsoft SQL Server, Microsoft Servers, CRM ticketing systems, SaaS

• Advanced Knowledge: Visual Studio, Microsoft TFS, Confluence, Network, RestAPI.

• Knowledgeable: Javascript, JSON, SourceTree(Git) version/source control, C#, C++, Unreal Engine, Jira, Python Experience

Technical Support Tech Lead - SaaS

Varonis

Dec 2018 - Jan 2024 (5 years 2 months)

Previous Roles: Technical Support Engineer - Tier II (12/2018 - 5/2019), Technical Support Engineer

- Tier III (5/2019 - 1/2022), Technical Support Tech Lead - Applications (1/2022 - 4/2022), Technical Support Manager - Technical Services (4/2022 - 11/2022), Technical Support Tech Lead - SaaS

(11/2022 to 1/2024).

As a former Technical Support Tech Lead - SaaS at Varonis, my responsibilities included:

* Member of the Support Leadership team.

* Varonis SaaS Domain Knowledge Expert.

* Offer support for high level escalations and complicated support problems for customers of all sizes as needed.

* Lead the drive of knowledge transfer for support related concerns via KB creation/adoption.

* Participate in developer/engineer focused training for new product releases.

* Mentor SaaS Technical Support Engineers.

* Identify and address any holes in the knowledge transfer as well as product development to proactively lead to better solutions.

* Develop technical training with the Training team for the Varonis SaaS product.

* Develop technical knowledge articles with the Knowledge team for the Varonis SaaS product.

* Integrated closely with the Engineering, DevOps, and SRE teams to ensure smooth transitions of bug identification and fix integration.

Skills Used On A Daily Basis:

* Building the support structure for the future Varonis SaaS product.

* Addressing stakeholder concerns regarding the product with the Product Management and Development teams.

* Leadership

Expert Support Consultant - Team Leader/Mentor

Allscripts

Michael Palmer - page 1

Apr 2015 - Dec 2018 (3 years 9 months)

Previous Role: Senior Support Consultant - Mentor (4/2015 - 4/2017) As a former Team Leader and Expert Support Consultant (4/2017 - 12/2018) at Allscripts, my responsibilities included:

* Directly supervise/manage a team of ~20 Support Consultants across multiple Professional suite products for the Southeast Premier Support team.

* Serve as an escalation point for a subset of Professional EHR application Support Consultants for bugs/defects as well as more complicated support scenarios.

* SQL Subject Matter Expert for the support organization.

* Regularly offer support for high level escalations and complicated support problems for customers of all sizes.

* Help drive knowledge transfer for support related concerns via KB creation/adoption.

* Participate in developer/engineer focused training for new product releases.

* Actively engage with Product Function engineers and Development to identify bugs/defects and properly ensure patches are created in a timely manner.

* Mentor/Train newer incoming Support Consultants. Skills Used On A Daily Basis:

* Expert-level SQL (reading, debugging, and developing).

* Addressing stakeholder concerns regarding the product with the Product Management and Development teams.

* Leadership by example as I was serving in both a team lead/management capacity as well as a mentor/advisor capacity.

Systems Administrator

Lakeland Regional Health-Florida

Oct 2014 - Jan 2015 (4 months)

As a former Systems Administrator at Lakeland Regional Health, my responsibilities included:

* SQL Subject Matter Expert with interactions between the tech support and DBA teams.

* Work a regular backlog of incoming medical technology support tickets.

* Develop/Code custom SQL functions and report queries that would later be used by the DBA team as means to verify user access and functionality within the Allscripts TouchWorks EHR product. Skills Used On A Daily Basis:

* Expert-level SQL (reading, debugging, and developing). Senior Support Consultant - Product Function

Allscripts

Jan 2011 - Oct 2014 (3 years 10 months)

Previous Roles: Contract Support Consultant - SME (1/2011 - 11/2011), Support Consultant - SME

(11/2011 - 4/2012).

As a former Resource/Product Function (4/2012 - 10/2014) team member at Allscripts, my responsibilities include:

* Serve in a role that is a hybrid of Tier III and Tier IV (engineering) support.

* SQL Subject Matter Expert for the support organization.

* Work a regular backlog of incoming and escalated Allscripts product support cases. Michael Palmer - page 2

* Regularly offer support for high level escalations and complicated support problems for customers of all sizes.

* Help drive knowledge transfer for support related concerns via KB creation/adoption.

* Participate in developer/engineer focused training for new product releases.

* Actively engage with Development to identify bugs/defects and properly ensure patches are created in a timely manner.

* Mentor/Train the rest of the Allscripts Professional Suite support organization. Skills Used On A Daily Basis:

* Expert-level SQL (reading, debugging, and developing).

* Multi-Tasking multiple high profile support cases at a single time.

* Addressing stakeholder concerns regarding the product with the Product Management and Development teams.

Education

Western Governors University

Bachelor of Science, Information Technology - Networks Design and Management Aug 2011 - Jan 2015

Final dissertation included a 100-page project breakdown for the implementation of a Windows Server environment (complete with Active Directory configuration, DNS, Application Server, SQL DB Server, and Remote Desktop Server and screenshots of steps to setup and implement) for a medical practice choosing to deploy an Electronic Health Record product for the practice's end users. MyComputerCareer

MCP, MCDST, MCTS: Windows 7 Configuration, A+, MCTS: Active Directory, MCTS: Network Infrastructure, MCITP: Server Admin, Network+, CCENT, CCNA. 2010 - 2011

Edgecombe Community College

College Transfer, General Studies

2005 - 2007

Credit hours earned at Edgecombe Community College were transferred into WGU for degree completion.

Licenses & Certifications

Microsoft Certified Professional (MCP) - Microsoft C763-5090

Microsoft Certified Desktop Support Technician (MCDST) - Microsoft C763-5094

Microsoft Certified Technology Specialist (MCTS): Windows 7 Configuration - Microsoft

Michael Palmer - page 3

D165-0715

CompTIA A+ - CompTIA

Microsoft Certified Technology Specialist (MCTS): Active Directory Configuration - Microsoft

D165-0711

Microsoft Certified Technology Specialist (MCTS): Network Infrastructure Configuration - Microsoft

D165-0712

Microsoft Certified IT Professional (MCITP): Server 2008 Administrator - Microsoft D165-0713

CompTIA Network+ - CompTIA

Issued Mar 2011 - Expires Oct 2015

CIW Web Foundations Associate

CIW Javascript Specialist

Microsoft Certified Solutions Associate (MCSA): Server 2008 - Microsoft D719-8778

CompTIA Security+ - CompTIA

Issued Oct 2012 - Expires Oct 2015

CompTIA Project+ - CompTIA

Learn Advanced C++ Programming - Cave of Programming UC-285fad1f-16f1-4051-8d97-2992754709c0

Unreal Engine C++ Developer: Learn C++ and Make Video Games - GameDev.tv UC-278c0c31-1b75-4769-96d9-f214cde31534

T-SQL Training with Real World Scenarios: Tricks of the Trade - Udemy UC-277b6883-7bca-4b81-8146-673a6c91404d

Skills

Michael Palmer - page 4

Cross-functional Team Leadership • Software as a Service (SaaS) • SQL • Troubleshooting • Technical Support • Project Management • Management • Coaching • Leadership • Rapid Learning Michael Palmer - page 5

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