Michael Clarke Email & Phone Number

Administration of all internal systems, including our NOC, Autotask, Reporting Services, Remote Access via Bomgar and Teamviewer, and migrating our current RMM System, Kaseya to N-Able. I work closely with service management to implement workflows, and other ITSM aspects to support our customers.

Technical Lead for a managed service provider. Handled Level 2 & 3 support, acting as Level 3 support for service desk technicians. Acted as liaison between other departments, such as project management, and technical account management, as well as outside vendors. I am usually the one to handle critical or sensitive issues, while coordinating with Service Management. Provided training, one on one, and training documentation. With an extensive software development background, I have done major… Show more Technical Lead for a managed service provider. Handled Level 2 & 3 support, acting as Level 3 support for service desk technicians. Acted as liaison between other departments, such as project management, and technical account management, as well as outside vendors. I am usually the one to handle critical or sensitive issues, while coordinating with Service Management. Provided training, one on one, and training documentation. With an extensive software development background, I have done major software implementations, reporting in SQL Reporting Services, and scripts/coding for other various purposes. Show less

Provided Level II support to Level I, and addressed escalated issues. Performed advanced Windows Server configurations, including GPOs, DHCP, DNS, Hyper V, Failover and Load Balancing Clusters. Configured and troubleshot Microsoft Exchange and SQL Servers. Responsible for NOC and hosted equipment. Proactively addressed server and device issues via monitoring of clients with DSL, T1, and managed WAN services.

Advanced from Level I service desk to perform internal systems analysis and coordination of system migrations with Project Management. Reported all client needs and concerns to Project Management, Technical Account Managers, and other involved stakeholders during all phases of installs and migrations. Responsible for development of internal systems, remote monitoring and maintenance techniques, and other service related policies and procedures. Responsible for development of internal… Show more Advanced from Level I service desk to perform internal systems analysis and coordination of system migrations with Project Management. Reported all client needs and concerns to Project Management, Technical Account Managers, and other involved stakeholders during all phases of installs and migrations. Responsible for development of internal systems, remote monitoring and maintenance techniques, and other service related policies and procedures. Responsible for development of internal training materials and documentation. Member of Product Development Group responsible for evaluating new solution proposals. Show less

Worked with the CTO to review current processes and revise them according to ITIL Standards. I left Network Outsource, and then returned due to an unfortunate turn of events at CT Networks.