Michael F Dapelo Jr Email & Phone Number

Colorado Springs, Co, Us

Colorado Springs, Co, Us

Nashville, Tennessee, Us

(Contracted to Evicore/Cigna)Brought on to execute the complete corporate hardware and software migration from iGel / Windows 7 to Windows 10.► Planned and executed inventory management process for both new project hardware and the return of existing end-user equipment. (Over 10,000 items)► Cisco Meraki scope migration to facilitate the management of more remote resources/connections.► Developed end-user documentation for initial receipt and setup of new hardware.► Developed Quality Control and Shipping Management/Tracking documentation.► Worked to develop, test, and roll-out the Windows 10 deployment image for the project.► Worked with management and network team to identify and resolve bottlenecks; speeding computer imaging time and resulting in 10x faster imaging times.► Streamlined end-user information and back-up acquisition. ► Remote end-user setup, configuration, and, support.

Milwaukee, Wi, Us

(Contracted to Microsoft)Specialty support team organized to provide “white glove” service to individual and small business users of the Office 365 software and service platform. ► Provide enterprise level support for Office 365 Small Business/Enterprise environments► Assist users with initial product scoping and DNS configuration.► Configure and troubleshoot Exchange, SharePoint , Skype for Business and Dynamics CRM.► Implement and resolve issues with AD FS, Single Sign-on, DirSync, Hybrid Exchange environments.

Atlanta, Georgia, Us

(Contracted to NBC Universal/Comcast)Deskside and Executive support for NBC Universal operations center. Liaison with global client services, network operations, and engineering. • Basic network identity (Active Directory) and two-factor authentication (DUO) management.• PC (Dell) and MAC (Apple) onsite hardware technical support.• Local and network printer support and troubleshooting.• Computer imaging and migration (Windows 7 to 10 and Apple OS upgrades)• Support for commercial off the shelf and proprietary software packages.• Mobile device activation/configuration/management.• Inventory management and tracking.• Local hardware move/add/change.• Support for users and computers in remote/work from home configurations.• End-user training and support especially related to Office 365, MS Teams, OneDrive, and SharePoint.

Atlanta, Georgia, Us

(Contracted to NBC Universal)Support team responsible for all aspects of the O365 Software and Exchange migrations within NBC Universal. ► Migration support for MS Office software from 2010/2013 to O365 software suite.► Troubleshoot issues with email migration from on-premise Exchange to O365 Exchange.► Assist and train users regarding the transition from Dropbox to OneDrive.► End user training and support especially related to MS Teams, OneDrive, and SharePoint.

Milwaukee, Wi, Us

(Contracted to Microsoft)Specialty support team organized to provide “white glove” service to individual and small business users of the Office 365 software and service platform. ► Provide enterprise-level support for Office 365 Small Business/Enterprise environments► Assist users with initial product scoping and DNS configuration.► Configure and troubleshoot Exchange, SharePoint, Skype for Business, and Dynamics CRM.► Implement and resolve issues with AD FS, Single Sign-on, DirSync, Hybrid Exchange environments.► Mentor and train new agents.

Milwaukee, Wi, Us

(Contracted to Microsoft)Specialty support team organized to provide “white glove” service to individual and small business users of the Office 365 software and service platform. ► Provide enterprise-level support for Office 365 Small Business/Enterprise environments► Assist users with initial product scoping and DNS configuration.► Configure and troubleshoot Exchange, SharePoint, Skype for Business, and Dynamics CRM.► Implement and resolve issues with AD FS, Single Sign-on, DirSync, Hybrid Exchange environments.► Mentor and train new agents.

London, Gb

(Contracted to ProBuild/Builders First Source)Responsible for directing the daily operations of the Service Desk team to drive superior customer service. With specific focus on driving the efficient integration of multiple Service Desk projects and functions. Integration projects included the transition and merger of two separate systems and teams from two separate locations (Dallas and Denver). Simplified operations into single systems:► Ticketing systems merged from Service Now into RT (Request Tracker).► Merged two phone systems and IVRs allowing for the restructuring of mobile support teams.► Simplified and streamlined overall remote service support structure.► Migrated users into a single Active Directory domain environment.► Simplified and streamlined overall remote service support structure.

Teaneck, New Jersey, Us

(Knowledge Transition, Agent Staffing/Training, Service Desk Shift Lead)Brought in to perform initial knowledge acquisition and transfer; to develop working knowledge documents and initial agent training for a new multi-homed service desk. Operated as shift lead during guided support and full operational go-live of the service desk. ► Performed initial knowledge acquisition and transfer from the client and incumbent service provider.► Trained initial service desk agents.► Developed and updated ongoing knowledge documents.► Analyzed and improved service desk metrics during guided support and full operational go-live.► Implemented quality measurement and feedback for continued improvement of agents and process.► Agent resource scheduling and management.

Fort Washington, Pennsylvania, Us

(Contracted to Depuy Synthes a Johnson & Johnson Company)Responsible for migrating Depuy Synthes manufacturing and customer support activities from legacy networks and infrastructure onto global Johnson & Johnson infrastructure. Including the migration and upgrade of approximately 750 users, 200 WinXP to Win7 migrations, and the transition of the wired and wireless networks for the entire site (including manufacturing hardware) to Johnson & Johnson network infrastructure.► Active Directory migration of user and computer accounts into Johnson & Johnson primary domain.► Migration of Exchange accounts from Depuy Synthes to Johnson & Johnson clusters.

(Contracted to Alerio Technology Group)Support and troubleshooting of all technical issues for multiple remote customers. Primarily Active Directory account and security group issues, Exchange account configuration, and networking issues.

Fairfax, Va, Us

(Contracted to General Dynamics)Technical Support Specialist, PICS officer, and Escalation Agent for Department of Homeland Security – United States Citizenship and Immigration Services users.Responsible for:► Case creation, routing, and resolution.► Security/Password/VPN Management (Active Directory, RSA, PICS)► Escalation Management

Stamford, Ct, Us

Responsible for supporting and troubleshooting all technical issues for Time Warner Cable customers for the following Lines of Business:► High-Speed Cable Internet► Digital Phone Service► Cable Video ServiceIn addition to the primary support services also responsible for customer relations, billing, online application support, sales, and scheduling on-site service calls.

Deerfield Beach, Florida, Us

Perform general maintenance around child care center on an on-call basis.

Washington, D.C., Us

Responsible for casing, sorting, and delivery of letters and packages based on postal regulations and policy using a variety of equipment and delivery methods.

Woodland Hills, Ca, Us

Independent insurance agent licensed to write accident and health, casualty, life, & property policies for businesses and individuals in Colorado.

Houston, Texas, Us

Service Desk Delivery Manager, BearingPoint account.Responsible for the operations and management of an off-shored technical service desk supporting 15,000 international users. Including coordination with BearingPoint IT, external vendors, and internal HP server and application teams supporting the account, to improve service quality across the entire organization.► Managed a 40-50 agent off-shored (Bangalore, India) technical service desk.► Managed local (CXO) team responsible for service desk process maintenance and development, daily user management, VPN, and remote dial-in security access. [Active Directory & RSA Security]► Responsible for weekly, monthly, and yearly reports on solution implementation and customer satisfaction for internal (HP) and customer (BearingPoint) review.► Primary contact for the continuous improvement of process and customer satisfaction via customer feedback, resolution of escalated issues, and direct communication with both the customer (BearingPoint) and the off-shore service desk. ☆ No account escalations ☆ Customer satisfaction and first contact resolution maintained at over 90%► Worked directly with BearingPoint IT, HP, and third-party vendors on the planning, implementation, and testing of new applications and solutions. ☆ Developed pilot deskside support expense reduction program resulting in a 25% cost reduction.► Global escalation point (24/7/365) for both the service desk as well as the customer.

Houston, Texas, Us

Process management and implementation specialist, BearingPoint accountResponsible for coordinating with BearingPoint IT and external vendors to implement solutions for the BearingPoint environment as well as creating and developing the process used by the service desk. Third level support: including server support, user management, security access, and issue resolution.► Created and maintained 1000+ pages of process for use by the off-shore service desk.► Managed team responsible for daily user management, VPN, and remote dial-in security access. [Active Directory & RSA Security]► Coordinated with BearingPoint IT to develop and implement technical solutions for data retention and security in relation to Sarbanes-Oxley.

Houston, Texas, Us

Technical helpdesk associate, Microsoft accountTechnical support agent responsible for logging, routing, and resolving issues called in by Microsoft users located both in Microsoft offices and at remote sites. Worked all three shifts assisting users worldwide.► Cross-trained and certified to support all five technical support groups: ☆ Line of Business ☆ Messaging ☆ Networking ☆ Operating Systems ☆ PC Products► Developed and added new solutions to the technical database (PRIMUS)► Consistent 98+ % customer satisfaction on quality surveys and 90+ % first call resolution.

Houston, Texas, Us

Technical helpdesk associate, BearingPoint Service DeskTechnical support agent responsible for logging, routing, and resolving issues called in by BearingPoint users located around the world. Worked all three shifts assisting primarily the Asian/Pacific and European regions. ► Third shift (night) supervisor; primary point of contact for priority issues.► Network and remote access subject matter expert. [Active Directory & RSA Security]► Coordinated with BearingPoint IT and external vendors to develop process scripting and web pages for agent use.► Trained new agents.

Houston, Texas, Us

(Previously Compaq)Technical helpdesk associate, GE Financial Assurance (GEFA) accountTechnical support agent responsible for logging, routing, and resolving issues called in by GEFA users. ► Worked directly with HP IT, GEFA IT, and local support to resolve user issues.► Second level support for the implementation of Blackberry devices into the GEFA environment. (Management and corporate level users). [Active Directory & Blackberry Enterprise Server]► Developed and scripted process and web pages for agent use.► Trained new agents.

(Contracted to Compaq, later Hewlett-Packard)Help desk agent responsible for support of the GE Financial Assurance (GEFA) account. Technical helpdesk associate, GE Financial Assurance account Technical support agent responsible for logging, routing, and resolving issues called in by GEFA users.► Worked directly with HP IT, GEFA IT, and local support to resolve user issues.► Second level support for the implementation of Blackberry devices into the GEFA environment. (Management and corporate level users). [Active Directory & Blackberry Enterprise Server]► Developed and scripted process and web pages for agent use.

Business Builder☀ Responsible for creating a territory and developing fundraising opportunities for schools, churches, and other groups.

Information ManagerResponsible for information, sales, and support of broadcast audio and video equipment as well as non-linear (computer-based) editing systems in the MO, KS, NE & IA region.★ Maintained and strengthened relationships with local and global vendors.★ Developed proposals for both corporate and governmental RFCs.★ Fulfilled orders and assisted with on-site installations.★ Responsible for proposals, installation, and training on non-linear editing (NLE) systems ☆ Standardized non-linear editing (NLE) platform offerings: reducing cost, increasing reliability, and speeding delivery time.

Bs, Mass Communications

Education record