Michael C. Email & Phone Number

Syracuse, New York Area

● Engaged in troubleshooting and resolution of software and network-related problems usingLinux CLI utilities and Wireshark to reduce system downtime● Provided remote technical support while explaining concepts clearly and effectively to exceedKPI goals and achieve 2nd best ticket closure rate and CSAT score within the East Coastgroup● Tracked and monitored customer communications, issue analysis, and troubleshooting steps inthe Netsuite ticket system to ensure timely resolution● Escalated critical issues to appropriate team members by effectively diagnosing technical andnon-technical issues, boosting customer confidence● Performed data recovery from tape, network, and cloud-based backup systems utilizingsuperior technical and database acumen to ensure continuity of operations and decrease dataloss● Resolved problems with backend MySQL, PostgreSQL, and proprietary sequential databases

● Conducted routine maintenance, administration, and configuration of enterprise library systemswhile employing exceptional problem-solving skills to maintain system productivity● Wrote custom PHP/MySQL applications to meet unique library needs such as a web surveytool and user status lookup to enhance decision-making, boosting operational efficiency● Improved user account management through automated data loads, account record clean up,and by streamlining/validating online registration forms to improve data accuracy● Secured Apache with LDAP/Active Directory authentication● Developed library web page and Cascade CMS content by identifying operational gapsand needs to improve public access to information● Implemented open source CRM/help desk system osTicket by incorporating user feedback tostreamline customer service, growing customer satisfaction● Designed RESTful API in object oriented PHP/MySQL for an Open Archives Initiative metadata repository implementing the minimal requirements of the OAI-PMH protocol

Geneseo, Ny

• Project leader and web developer for IDS Search a customizable book and media search and request service for over 50 project member libraries (https://www.idsproject.org/)• Project management using Basecamp and GoToMeeting, maintained codebase in GitHub as member of geographically distributed Technology Development Team.• Integrated data from RESTful APIs including Google Books, WorldCat API, and Aleph X-server• Coordinated IDS Search beta testing and feature enhancements with eight pilot project libraries.• Over 5.6 million searches performed (pageviews) and over 170,000 book and media requests from 28 member libraries through IDS Search. • Roughly 50% of requests submitted via IDS Search compared to other submission methods.• Provided technical implementation support to libraries at: Broome Community College, SUNY Binghamton, Corning Community College, SUNY Cortland, and Syracuse University.

Binghamton, Ny

• Developed and maintained library's web page and proxy server (EZProxy.)• Developed, tested, and debugged PHP/MySQL based application for tracking and reserve scheduling of laptops and audio/visual equipment.• Developed Oracle-based RSS feed of popular books from Aleph ILS.• System configuration and client installation for Aleph ILS, new implementation of ILLiad document delivery system.• Provided daily reference services in person, by email, and by telephone.• Backup and summer semester interlibrary loan processing.• Developed and presented ILLiad training day for TC3 and Corning Community Colleges.

Troy, Al

• Daily reference service in person and via email, telephone, and online chat.• Provided student research skills training, pre/post survey to track learning outcomes.• Supported the university's science, nursing, and sports medicine programs.• Library supervision during evening and weekend shifts.• Responsible for a $32,000 acquisition budget.

Okinawa, Japan

• Maintained web pages for region and Pacific Academic Library Steering Committee.• Responsible for library service portions of American Council on Education Quality Assurance reviews, USAF contract compliance, and SACS accreditation reporting.• Provided library skills training for 11 sites in Japan, Korea, Guam, and Hawaii.• Increased student satisfaction with library services by over 20%.• Provided reference service and facilitated interlibrary loan for students and faculty.

Master Of Library Science, Library Science

Bachelor Of Arts (B.A.), Fine And Studio Arts

Activities and Societies: Student Art Council President, UAlbany Community-University Chorale