Michael C Waller Email & Phone Number

Remote

• Tower Service manager in charge of all technical and project resources, onshore and offshore, for numerous client accounts using both leveraged and dedicated support model.• Orchestrated the planning and delivery of technical resources, SLA requirements, and change management across multiple clients and multiple projects to better serve the customer.• Working directly with the transition and deployment teams to facilitate a seamless transition from account… Show more • Tower Service manager in charge of all technical and project resources, onshore and offshore, for numerous client accounts using both leveraged and dedicated support model.• Orchestrated the planning and delivery of technical resources, SLA requirements, and change management across multiple clients and multiple projects to better serve the customer.• Working directly with the transition and deployment teams to facilitate a seamless transition from account takeover to steady state / BAU.• Directed all of the technical teams related to the various accounts and optimized team production to meet individual client needs.• Identified and differentiated team duties to prevent unanticipated gaps in support.• Fostered an open sharing environment in Daily Service Reviews to empower the teams and improve communications between the teams.• Situational owner and SPOC of major incidents that include escalation management and team collaboration to resolve incidents as quickly as possible. • Situational owner and SPOC of major incidents that include escalation management and team collaboration to resolve incidents as quickly as possible.• Management of Infrastructure as a Service (IaaS) teams for multiple clients.• Routine coordination with tower teams to facilitate a better understanding of customer needs and requirements among the technical teamsDetailed knowledge of customer contracts.• Collaboration with ticketing system teams (Service Now) to create a fluid experience for the customer.• Coordinated Service Delivery planning and implementation.• Drove sales teams to customer specified proposals based on the needs of the customer. Directly interacted with the architecture teams in creating proposals to include both HLD and LLD, specifically targeted for the customers audience, regardless of technical levels. Show less

Remote

• Responsible for planning and management of 19 data center consolidation and closures. • Duties include technical and personnel management. • Preparation and implementation of 19 data centers to be downsized to 4.• Scheduling and implementation of pre migration Boot from SAN remediation and “Pfizerization”.• Technical work with teams in Europe to prepare the sites for closure / migrations. • Responsible for all technical pre and post migration requirements and scheduling of… Show more • Responsible for planning and management of 19 data center consolidation and closures. • Duties include technical and personnel management. • Preparation and implementation of 19 data centers to be downsized to 4.• Scheduling and implementation of pre migration Boot from SAN remediation and “Pfizerization”.• Technical work with teams in Europe to prepare the sites for closure / migrations. • Responsible for all technical pre and post migration requirements and scheduling of tasks. • Complete Life Cycle management throughout the entire project. • Direct contact with the client (Pfizer) to help facilitate and clarify requirements needed from their end. Show less

Jacksonville, Florida Area

• Responsible for day to day operations of the Dealer Services division of Allstate• PC Image builds and setup, MAC configuration and setup, Active Directory Administration, Avaya Support. • Application support for Microsoft applications, SAP, VPN, Mainframe, and all other applications used in the environment.• Built forms for user requests, technical “How To” documents, and SLA’s for the department • Trained the end users on how to use the applications they were being migrated… Show more • Responsible for day to day operations of the Dealer Services division of Allstate• PC Image builds and setup, MAC configuration and setup, Active Directory Administration, Avaya Support. • Application support for Microsoft applications, SAP, VPN, Mainframe, and all other applications used in the environment.• Built forms for user requests, technical “How To” documents, and SLA’s for the department • Trained the end users on how to use the applications they were being migrated to. • Ran reporting on multiple platforms for SLA and SOX compliance. • Acted as business analyst to relay the business units needs to IT, both for the Helpdesk and the Developers.• Lead for migration testing to Windows 7 Enterprise. Show less

Jacksonville, Florida Area

• Responsible for the creation, maintenance, and monitoring of user accounts across various platforms• Heavy Active Directory administration including create, maintain, and revoke user, group, and functional access to W2K3 Active Directory across multiple domains• Additional support and account maintenance for Email, Mainframe (UNIX), web applications, Citrix, and reporting systems (Crystal and Cognos)• Conduct regular reviews and maintenance of user and group access levels… Show more • Responsible for the creation, maintenance, and monitoring of user accounts across various platforms• Heavy Active Directory administration including create, maintain, and revoke user, group, and functional access to W2K3 Active Directory across multiple domains• Additional support and account maintenance for Email, Mainframe (UNIX), web applications, Citrix, and reporting systems (Crystal and Cognos)• Conduct regular reviews and maintenance of user and group access levels, functional and user account validation• Monitor and audit changes made to user, group, and resource permissions. Verify all changes made are documented• Create, update, and improve process control procedures and documentation• Verifying that all users’ accounts meet with both corporate security procedures, and Sarbanes – Oxley (SOX) mandated procedures.• Team Subject Matter Expert for Active Directory maintenance and account procedurals. • Created and modified procedural documentation for the ISA department. Show less

• Lead point of contact for all IT related issues at the Jasper, GA facility• This facility included the manufacturing shop floor, as well as the corporate offices• Shop duties were to maintain and document the PC's and related hardware and software required to operate the various industrial resources being used on site• These duties included AD user and resource account creation, and security setup on the domain and the desktops• Office duties include purchasing, deployment… Show more • Lead point of contact for all IT related issues at the Jasper, GA facility• This facility included the manufacturing shop floor, as well as the corporate offices• Shop duties were to maintain and document the PC's and related hardware and software required to operate the various industrial resources being used on site• These duties included AD user and resource account creation, and security setup on the domain and the desktops• Office duties include purchasing, deployment, support and maintenance of the various PC's and Macintosh workstations being used• The office users included many engineers using Autodesk AutoCAD, Architectural Desktop, and UGS Solid Edge• Application duties were support, rollout planning, and setting up the license servers• Other duties included the installation (Rack Mounting), configuration, and operating system installation for the servers, as well as adding them to the AD domain • Maintained updates on servers and workstations using WSUS for patch management • Additionally, I was responsible for planning and implementing upgrades of the network, server farm, and all software / hardware requirements, and all future network and application growth• Project manager and purchaser duties for a PC upgrade and deployment of over 300 PC’s between 3 corporate locations, including the design of the workstations, operating system imaging and application compatibility testing • Also redesigned the company’s asset management structure to include both hard copy and software documentation. • Other daily duties include the maintaining and monitoring of all the servers at the facility• This includes the "primary" Domain Controller, the front end exchange server, terminal servers, BES, VM Server (Being used for licensing) and other various use servers on the network • Other duties included the maintenance of the backup process, and the daily maintenance needed for day to day operations Show less

• Position involves assisting in the migration from an NT domain to an Active Directory environment• Testing the various applications required by Elan in a Least User Access (LUA) environment• Additionally testing various machines and their policies to ensure a seamless migration of deploying applications via CA DSM explorer• Deployed over 100 workstations for various needs in the facility, as well as setting up the default corporate security parameters in the build. Created… Show more • Position involves assisting in the migration from an NT domain to an Active Directory environment• Testing the various applications required by Elan in a Least User Access (LUA) environment• Additionally testing various machines and their policies to ensure a seamless migration of deploying applications via CA DSM explorer• Deployed over 100 workstations for various needs in the facility, as well as setting up the default corporate security parameters in the build. Created, modified, and deployed the PC images based on departmental needs• Created and maintained the software and hardware asset library containing the companies 200 workstations and approximately 250 pieces of software within CA Unicenter Show less

• Coordinated training and performance evaluations.• Call performance and monitoring maintained through Interactive Admin• Hands on approach to training and learning throughout the department for myself and for the associates• Additional Duties include, Document, maintain, upgrade and replace hardware and software systems• Work with various vendors to facilitate software and hardware upgrades• Administration of Lotus Notes, Ontario Systems Dialer, Interactive Intelligence… Show more • Coordinated training and performance evaluations.• Call performance and monitoring maintained through Interactive Admin• Hands on approach to training and learning throughout the department for myself and for the associates• Additional Duties include, Document, maintain, upgrade and replace hardware and software systems• Work with various vendors to facilitate software and hardware upgrades• Administration of Lotus Notes, Ontario Systems Dialer, Interactive Intelligence Agent and reporting, and various windows platforms• Support and maintain user account information including rights, security and systems groups. • Install new software releases, system upgrades, evaluate and install patches and resolves software related problems. Perform system backups and recovery using CA Brightstor. Maintain data files and monitor system configuration to ensure data integrity • Maintain Symantec Antivirus definitions to the servers and workstations• Create and roll out updated Windows images using Ghost Cast• Created approved custom image for Capital One client, which was a highly secured image to exclude things such as notepad• Troubleshoot and maintain printers, faxes and other desktop products• Including setup and configuration of Centigram Voice Mail system• Troubleshooting and configuration of the PBX• Ontario Systems Dialer set-up and troubleshooting• Troubleshoot network connectivity issues Show less

• Setup, configuration, asset documentation, support, and monitoring of Windows servers (NT, 2000, 2003, 2000 TS, and Exchange 2000)• Project lead for Migration from Windows NT to Windows 2000 in both mixed, and eventually native mode • Additional duties include support of internal and external BCBSFL users• Other tasks include support for Windows (NT, 2000, XP, 2003) professional and server, Desktop support given both remotely, and at the user’s physical desktop• Documenting of… Show more • Setup, configuration, asset documentation, support, and monitoring of Windows servers (NT, 2000, 2003, 2000 TS, and Exchange 2000)• Project lead for Migration from Windows NT to Windows 2000 in both mixed, and eventually native mode • Additional duties include support of internal and external BCBSFL users• Other tasks include support for Windows (NT, 2000, XP, 2003) professional and server, Desktop support given both remotely, and at the user’s physical desktop• Documenting of assets, both hardware and software for the more than 7000 end users• Performed project lead role during MS Exchange to Outlook 2000 migration• Created departments “Morale Team” to improve morale and performance• Documentation is done through Peregrine Service Center• Managed Helpdesk and Desktop Support agents. Show less

• Lead technical director over migration project. Windows NT network administration in a token ring/Ethernet environment• Duties included working directly with the vendors and architects of the migration project to create a seamless integration to an Ethernet environment from a token ring environment, while working within the project budget• Decisive role in assisting the architects and technical leads with purchasing and setup decisions for both software and hardware solutions•… Show more • Lead technical director over migration project. Windows NT network administration in a token ring/Ethernet environment• Duties included working directly with the vendors and architects of the migration project to create a seamless integration to an Ethernet environment from a token ring environment, while working within the project budget• Decisive role in assisting the architects and technical leads with purchasing and setup decisions for both software and hardware solutions• Post migration duties included maintaining and building DHCP and Exchange 5.0 servers ( OWA Included ), and maintaining SNA client/server configuration for terminal emulators (TN3270) on Windows NT for additional administrative and end user support throughout the duration of the project Show less

• Technical support and user level administration for base and modified programs for CSX Transportation, including limited server support on Sun, Unix, and Windows NT Server• Software solutions include working with Oracle, Peoplesoft, PComm, Prism, VPN, RAS, and various in house software including Mainframe and Netview• Unicenter TNG and Big Brother used for monitoring of servers and documentation done through both Tivoli Service Desk and MainframeProject completed after Y2K… Show more • Technical support and user level administration for base and modified programs for CSX Transportation, including limited server support on Sun, Unix, and Windows NT Server• Software solutions include working with Oracle, Peoplesoft, PComm, Prism, VPN, RAS, and various in house software including Mainframe and Netview• Unicenter TNG and Big Brother used for monitoring of servers and documentation done through both Tivoli Service Desk and MainframeProject completed after Y2K migration. Show less

• Technical support for General Instruments SB1200, SB1100, and SB1000 one-way cable modems• Technical support for Bay Networks LanCity Broadband Cable Modems • Documentation and follow-up through the Remedy and CableData help desk systems

• Building, Creation, Design, and support of Networks and Network related systems including Windows NT Servers, Novell Networks, and various types of servers multiple protocols• Primary responsibilities included configuring servers and workstations for network installation • Troubleshooting hardware, software, and connectivity issues• Assisted as Technical Lead for pre-sales and business meetings with multiple clients resulting in several contracts • Played a key role in… Show more • Building, Creation, Design, and support of Networks and Network related systems including Windows NT Servers, Novell Networks, and various types of servers multiple protocols• Primary responsibilities included configuring servers and workstations for network installation • Troubleshooting hardware, software, and connectivity issues• Assisted as Technical Lead for pre-sales and business meetings with multiple clients resulting in several contracts • Played a key role in determining the clients needs and the software / hardware compatibility• Acted as the clients primary contact for support issues, before, during and after implementation Show less