Michael Tobin

Foxborough, MA 857-***-**** adi4rr@r.postjobfree.com

https://www.linkedin.com/in/michaelktobin

A security-minded, Information Technology manager with progressive experience in the high- tech sector and in management roles. Strong technical and operational capabilities, exceptional customer service skills, and a collaborative, efficient, dynamic team leader. PROFESSIONAL EXPERIENCE

Legacy Global Sports, Boston, MA January 2020 to June 2020 Director of Global Service Desk

Brought onboard as part of a new technical leadership team to upskill and build a global service desk for this 700+ person premier youth sports and events management company.

• Oversaw day to day service support operations for both internal and external customers

• Managed and developed growing global internal and external support teams with a focus on cooperation, accountability, performance, and professional development

• Responsible for developing and delivering the short- and long-term service desk strategy, including the effective integration of people, processes and technologies in mergers and acquisitions

• Created and oversaw operational plans to consistently meet deadlines while preserving business continuity and meeting budgetary and SLA demands, and security and compliance requirements

• Acted as escalation point for service desk team

• Enforced IT hiring policies, software policies, and security policies as required

• Responsible for IT vendor management and purchasing

• Contributor to IT budget process

Select Accomplishments:

• Led my team in migrating 700+ users from 5 different email platforms into Office 365 with minimal end- user downtime over a two-month period

• Led the migration of three disparate legacy phone systems into a single globally scalable and unified communications cloud platform

• Participated in implementing PCI DSS standards for security policies and technologies for two proprietary registration platforms

• Participated in the network refresh projects at various locations to deploy modern cloud-managed networks (Meraki)

SmartBear Software, Somerville, MA July 2016 to January 2020 IT Manager (March 2019 – January 2020)

Managed day to day IT operations for a 650+ person global company.

• Led a global support staff responsible for end-user technical assistance and infrastructure operations

• Responsible for service desk staff training, reviews, and promotions

• Acted as escalation point for service desk team

• Enforced IT hiring policies, software policies, and security policies as required

• Created and oversaw IT training for new hires in addition to training current employees on new systems

• Headed up global IT vendor management and purchasing

• Contributing member of the organization's Software Committee Select Accomplishments:

• Project lead for the migration of multiple legacy on-premise phone systems to a unified cloud telephony solution

• Project lead for the implementation of a 3rd party two-factor authentication solution for enterprise systems

• Participant in various projects related to preparing for SOC 2 Type II attestation and GDPR compliance Helpdesk Manager (June 2018 – March 2019)

Continued prior responsibilities I performed as the IT Help Desk Technician as well as additional duties required of promotion to this position.

• Managed and owned various SaaS systems including but not limited to: Office 365, JIRA/Confluence, RingCentral, Slack, Zoom

• Increasingly took ownership of vendor management for IT related equipment, software, and other related services

• Worked closely with the director to consistently evaluate and improve equipment and work efficiency

• Refined the workstation imaging, software delivery, and technical support of remote offices

• Managed and improved ticket system to increase effectiveness and efficiency

• Improved the process of reporting IT incidents, system changes, and the lifecycle of IT assets Select Accomplishments:

• Participant in various projects across multiple locations to refresh and standardize network infrastructure IT Help Desk Technician (July 2016 to June 2018)

Brought in as the first full time helpdesk person to support a growing 450+ global employee base.

• Provided exceptional support for internal employees in a timely and efficient manner across global offices

• Responsible for ordering and managing IT equipment and supplies globally

• Managed three legacy on-premise phone systems including ShoreTel

• Ran audio/visual for company meetings

• Managed all users and computers in Active Directory

• Implemented IT training for new hires and training current employees on new tools

• Responsible for the onboarding and offboarding of employees globally, including equipment provisioning/deprovisioning, account activation/deactivation and training on enterprise systems

• Managed key card access systems for all properties Select Accomplishments:

• Completed an average of 300+ tickets per month submitted by end-users requesting support

• Completed an average of 150+ employee onboards and offboards per year across global offices

• Project lead for full disk encryption (FDE) of mobile assets and unified key management solution

• Project lead for Window 10 upgrades of company managed devices Comcast April 2012 to July 2016

Customer Experience Specialist (December 2014 to July 2016)

• Provided exceptional support in a challenging and fast-paced team environment

• Acted as equal parts empathizer, negotiator, trouble-shooter, and techie to help set things right when a customer called with a problem while providing excellent customer service

• Served as the front-line customer resource, handling a wide range of tasks, from technical questions about products and equipment to billing issues and promoting and selling new products and services

• Diagnosed and resolved technical hardware and software issues involving internet connectivity, email, printers, IPTV, and VOIP; provided documentation of all calls in CSG system

• Built and maintained department's SharePoint team site

• Offered alternative solutions where appropriate with the objective of retaining customers' and clients' business, consistently using sound judgment

• Rotated as a member of the support team to provide second tier support for other customer experience specialists with escalations and complex problems

Customer Account Executive (April 2012 – December 2014) Provided quality and prompt customer service around new accounts, upgrades, and billing questions or issues. Provided minor technical support in an effort to retain customers. CVS Pharmacy August 2004 to April 2012

Assistant Store Manager

Responsible for the day to day management of store operations including assisting in the development of store goals, providing training and supervision of employees, and acting as an escalation point for customer complaints. EDUCATION & CERTIFICATIONS

Associate of Applied Science (AAS) in Computer Network Operations Gibbs College, Boston, MA

- CompTIA A+

- Studying for ITIL- Foundation Certification

HONORS & AWARDS

Finalist IT Team of the Year Award (Team Member)

March 2019, Women in IT Awards – New York

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