Technical Support It Service
Resume:
MICHAEL ROSS
*.*******.****@*****.***
OVER 30 YEARS EXPERIENCE IN IT SERVICE MANAGEMENT & GRC CISSP ISC2 MEMBER NUMBER: 543747. AS AN IT SERVICE MANAGEMENT PROFESSIONAL FOR PRIVATE INDUSTRY AND GOVERNMENT,IT HAS BEEN NECESSARY TO CONSUME AND BECOME KNOWLEDGEABLE IN MANY DIFFERENT DISCIPLINES WITH MANY DIFFERENT AUDIENCES, WHICH MKES ME UNIQUELY SUITED FOR THIS ROLE. TO EVALUATE AND MITIGATE THREATS WHILE MAINTAINING FOCUS ON QUALITY OF SERVICE DELIVERY
MORI Associates July 2019 – August 2023 / Johnson space center (public Trust) Contract Ended
Supervisor of over 20 cyber SECURITY ENGINEERS SUPPORTING IRD/ JSCOCIO AND ENGINEERING DIRECTORATE.
GRC- NASA agency support
Getronics/CompuCom Systems, Inc. May 2006 - 2014
IT Service Management Professional (8 years)Technical Support Manager)
Managed end user, IT Help Desk and technical support staff supporting multiple Fortune 500 companies resulting in increased services profitability (Novartis Pharmaceutical, Booz Allen Hamilton, Cigna Health Care, Defense Logistics Agency, Walmart, etc.)
Direct Supervision of up to 30 Technical Analysts, established policies, procedures and performance management KPI for staff
Improved customer experience using trend analysis and survey tools
Established and executed guidelines for hiring and staffing models to meet SLA requirements
IT Project Manager for deployments, service solutions and relocations
Interacts effectively with network services, software systems engineering, and cloud service suppliers to determine and develop actionable and effective solutions
Maintains positive organizational relationships by seeking out and leveraging win-win opportunities across functional domains
Manages Team members to their highest potential.
Proficient at documenting, reporting and effectively managing project challenges, milestones and alternatives that provide useful and accurate operational data to stakeholders
Proficient at Organizational Staffing, Training and Performance Management.
(Domain1) Security and Risk Management (Security, Risk, Compliance, Law, Regulations, and Business Continuity)
(Domain 2) Domain Asset Security (Protecting Security of Assets)
(Domain 4) Communication and Network Security (Designing and Protecting Network Security)
(Domain 5) Identity and Access Management (Controlling Access and Managing Identity)
(Domain 7) Security Operations (Foundational Concepts, Investigations, Incident Management, and Disaster Recovery)
EDUCATION AND TRAINING FOR CISSP 2014 –
UNIVERSITY OF HOUSTON
COMPUCOM, IT Service Management (technical Support Manager) for Walmart(Customer)
2013 - 2014 (1 year)
Managed Service Desk Operations and served on steering committee to improve quality of service and transition service support to Mexico City.
COMPUCOM, IT Service Management ( Technical Support manager) for Customer - Booz Allen Hamilton
2006 - 2014 (7 years)
Managed Service Desk Operations with a broad range of support activities including Identity Management, HRIS, Remote Desktop, Exchange and performed trusted agent duties for smart cards and multi-factor authentication transition.Managed Technical Support Team Through NAC Enforcement implementation and new HRIS deployment
COMPUCOM,IT Service Management (Technical Support Manager) for Customer - Cigna Insurance
2011 - 2013 (2 years)
Managed Service Desk Operations and successfully transitioned remote desktop support from Connecticut to Houston, TX Service Center with no reduction in quality of service resulting in improved performance at reduced costs.
IT Service Management (Technical Support Manager)for Customer - Novartis Pharmaceuticals
2010 - 2011 (1 year)
Managed Service Desk Operations and managed successful transition to Remedy Incident Management System.
City of Houston, Public Works & Engineering - Houston, TX 2002 - 2006
Lead Analyst
Developed performance analytics and provided IT technical support to all areas of Public Works Department
Co-Owner & Principal for MR. Services LTD – Oklahoma City, OK 1995 - 2002
IT Small Business Development and Support (6 Years)
Co-Owner & Principal for Ebony Tribune – Oklahoma City, OK
Publisher and Business Development for Minority Owned Newspaper
BTG, Inc – McLean, VA 1990 - 1995
IT Analyst, Government Client Deployments (2 years)
IT Lead for deployments and WAN consultations for FAA technical IT migration
Performed IT Technical Support for Children’s Hospital
U.S. Dept. of Justice, HQ - Washington, D.C. 1982 - 1990
SUPV COMPUTER SPECIALIST GS-14
U S air Force 1980- 1982
computer specialist, e-4
Supporting mobile tactical air traffic control system using real time assembler coding language for deployment to forward operating base
Managed System Administrators for Justice Management Division, IT Department
Established Training Program and Support Policies and Procedures for Technical support
Managed asset and account user management for Justice Management Division
(Domain1) Security and Risk Management (Security, Risk, Compliance, Law, Regulations, and Business Continuity)
(Domain 2) Asset Security (Protecting Security of Assets)
(Domain 4) Communication and Network Security (Designing and Protecting Network Security)
(Domain 5) Identity and Access Management (Controlling Access and Managing Identity)
(Domain 7) Security Operations (Foundational Concepts, Investigations, Incident Management, and Disaster Recovery)
Systems Management American (SMA) – Norfolk, VA1979 - 1982
Computer Specialist, Business Development (3 years)
Technical architect for DOJ Enhanced Automation, Government Legal Environment (EAGLE) Contract Bid
Technical architect for USMC Graphical Embarkation System
Design and Implementation of SMA Office Automation System
(Domain1) Security and Risk Management (Security, Risk, Compliance, Law, Regulations, and Business Continuity)
(Domain 2) Asset Security (Protecting Security of Assets)
(Domain 5) Identity and Access Management (Controlling Access and Managing Identity)
(Domain 7) Security Operations (Foundational Concepts, Investigations, Incident Management, and Disaster Recovery)
City of Newport News – Norfolk, VA19 74 - 1979
Systems Programmer (5 years)
Project Manager and Technical Lead for Municipal Public Library Automation
Strategic Lead and Project Manager for Municipal PC Deployments to all Departments
Systems programmer, IBM MVS/CICS
(Domain1) Security and Risk Management (Security, Risk, Compliance, Law, Regulations, and Business Continuity)
(Domain 2) Asset Security (Protecting Security of Assets)
(Domain 5) Identity and Access Management (Controlling Access and Managing Identity)
(Domain 7) Security Operations (Foundational Concepts, Investigations, Incident Management, and Disaster Recovery)
PROFESSIONAL DEVELOPMENT
CISSP Boot Camp, San Jacinto College
Information System Security Certificate Program, University of Houston
Microsoft Exchange
Networking Foundation Courses
SKILLS & EDUCATION
IT Project Management, Outsourcing, Active Directory, Microsoft Exchange, Help Desk/Service Desk Support, Desktop Support, Servers, Networking, Windows XP, Windows 7, Windows Server, IT Service Management, Cyber Security, SharePoint, Computer Hardware, ITIL v3, Troubleshooting Methodologies, Critical Thinking, Team Building, Call Center Unified Communications, Customer Service, Microsoft Outlook, Disaster Recovery / Business Continuity, VMware, SQL Reporting, Microsoft Excel, Incident Management, Printers, Laptops, Citrix, Software Installation, BMC Remedy, System Administration, System Deployment, VPN, IT Operations, Technical Support, Cisco Technologies
Certifications/Education
ISC2 AssociateCISSP[543747], EXPIRED
ITIL v3 SERVICE MANAGEMENT Foundation[723295], CompTIA A+, MS Outlook MOS
Purdue University, Engineering Studies
Morehouse College, Engineering Studies
References furnished upon request.
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