Michael Anderson Email & Phone Number

Phoenix, Az, Us

Ramsey, Nj, Us

Currently manage, mentor, and coach a centralized team of NOC engineers with an emphasis on the delivery process, performance, and quality of remote support technical services. Specialize at remediating NOC remote monitoring tasks for a nationwide client base serving SMB to enterprise markets. Ensure engineers are using pre-defined Standard Operating Procedures to meet prescribed engineering Service Level Objectives. Focus on client satisfaction, service delivery quality and performance monitoring. Improve efficiencies by analyzing remote support activities and proposing recommendations. Ensure processes exist and, when possible, are standardized and repeatable. Achieve service levels in alignment with client agreements with a goal to meet or exceed customer expectations. Interact daily with business leaders, department heads, Central Services associates, field engineering team members, and clients. Act as a liaison with regional operations and service desk team leads.

Initially appointed to manage and drive all customer facing IT service delivery in alignment with performance and service level objectives while supervising the Service Desk team in all day-to-day operations. Defined technical service standards, policies, and procedures, and conducted team training and development. Led the formalization of documentation and knowledgebase development processes for all customer-based technical environment specifications. Elevated to engineering to direct IT strategy development, implementation, and standardization for all aspects of IT operations and infrastructure for independently distributed network environments for several dozen small-to-medium-sized companies, covering a wide range of industries. Implemented enterprise-scale technology transformation initiatives with an emphasis in virtualization to deliver high-availability, redundant failover capability as well as scalability, in alignment with long-range customer needs and objectives. Provided high-level engineering project management to establish and standardize formal policies, operational models, and controls.

Phoenix, Az, Us

Directed regionally-distributed IT operations and enterprise-scale technology transformation initiatives during high-growth period, leading IT infrastructure and architecture development while simultaneously coordinating integration of new infrastructures following corporate M&A. Established formal, standardized policies, operational models, and controls, including regulatory compliance frameworks. Supervised high-caliber technical support and Help Desk operations. Negotiated IT product / service vendor contracts and managed vendor relations. Planned, forecast, and administered operational and capital budgets, ensuring measurable ROI for IT investments. Held responsibility for high-dollar hardware and software asset inventory; governed license management.

Recruited to serve as founding corporate officer, business executive, and principal IT strategist in planning and launch of title company operation under Mercury Companies, Inc. Defined IT strategies and tactics; standardized IT operations and infrastructures. Managed enterprise project portfolio; selected and acquired core technologies, as well as contracted with IT product / service vendors. Established best-practice IT security and usage policies. Recruited, hired, and managed Help Desk / System Administrator. Managed project merging 4 affiliates into single corporate entity; led consolidation and integration of affiliate offices’ IT infrastructures - spanning platforms, networks, applications, and communications.

Seattle, Wa, Us

Directed IT strategy development, implementation, and standardization for all aspects of IT operations and infrastructure; managed technology project portfolio, providing project management and portfolio governance. Led Help Desk and support efforts; developed employee-facing technical training. Selected, contracted with, and managed IT product / service vendors. Defined and introduced IT usage and email / communication policies. Evaluated enterprise IT security and vulnerability, identifying large-scale virus infection—nearly 90% of systems—and implementing comprehensive antivirus solution. Spearheaded network infrastructure overhaul, implementing thin-client solution, T3 circuit, and enterprise data center; consolidated and integrated IT operations / architectures for 2 counties.

Managed IT operations, project portfolio, and Help Desk / support efforts, and technical training programs. Championed and installed a thin-client network in conjunction with establishing an enterprise data center. Directed enterprise-scale Y2K remediation effort.