Michael Zell Email & Phone Number

Belle Haven, Va, Us

Arlington, Virginia, United States

I am a project manager working for the United States Department of Defense. I manage contractor IT projects from Start to Implementation to Close.

Arlington, Virginia, United States

System Administrator at Jacobs supporting USSOCOM.

Arlington, Virginia

Executive Support Technician for the United States Air Force (USAF). Provide top tier IT support for Executive and VIP officers, civilian and contractor personnel located within the Pentagon, Andrews AFB, and Bowling AFB. In addition supporting all Platinum and Gold level personnel, have assigned offices to provide IT guidance, regular equipment checkups and preventative maintenance, and appointments to ensure all computer equipment stays in working order and to build and maintain strong and lasting relationships with the customers.• Create detailed tickets and notes for support incidents and work orders provided to executive officers and personnel.• Work with other departments (voice services for iphone issues, Xerox for print issues, and JSP for network issues) to resolve incidents and requests that occur for the VIP Platinum and Gold level customers, with follow ups performed routinely until the ticket can be closed.• Visit assigned offices to perform preventative maintenance in turn reducing amount of incident tickets created.• Update ticket slides tri-weekly which are then presented to contract and government management.• Ensure tickets are followed from creation to closure to establish meeting the requirements of SLAs and AQLs set forth by the government and contract leadership.• Backup customer data, reimage machines, installation of variety of software, and set up of workstations and monitors, as parts of daily routine.• Assist Desktop Support with questions, issues, and tickets they may have during quiet periods.

Alexandria, Va

Present Helpdesk & VIP Support Lead, and lead VTC technician for the Department of Defense Defense Manpower Data Center (DoD DMDC) and its subsidiary agencies. Manage helpdesk employees on the east (Alexandria, VA and Orlando, FL) and west (Seaside, CA and Gilbert, AZ) helpdesk personnel by ensuring they have all the information needed on being able to be the best helpdesk employee they can be by providing exemplary support. Establishing confirmation the employees arrive to their shifts on time, fill out individual reports, and be the voice of the helpdesk and their concern and comments in meetings with management and customers. Report to management and government oversight different IT issues plaguing users including the notification of outages, glitches, and other non-customary behaviors.• Manager 33+ Helpdesk personnel and co-manage 22+ Desktop personnel.• Primary VIP IT Support technician for the most important customers (directors, deputy directors, division chiefs, and other SES and GS-15 personnel).• Lead technician for Video Teleconference Communications including Meet-Me-Lines (MMLs), projectors, audio equipment, and cameras.• Be the voice of the Helpdesk employees and management when speaking to each respective party about various issues.• Voice any issues, complaints, and compliments customers have brought forth to management to further shape the Helpdesk team so as to provide better support. • Liaison between agencies lead management (directors and division chiefs) and convey their wishes and problems to head IT Operations authorities.• Assist IT personnel with and delegate staff to support to 3000+ Department of Defense Manpower Data Center and other agencies with issues and requests placed.• Gather data and provide reports for IT Ops management and review weekly reports containing metrics that are reported to Deloitte and Government Management.

Alexandria, Virginia

Helpdesk Manager for the Department of Defense Defense Manpower Data Center (DoD DMDC) and its subsidiary agencies. Manage helpdesk employees on both the east (Alexandria, VA) and west (Seaside, CA) helpdesk personnel by ensuring they have all the information needed on being able to be the best helpdesk employee they can be by providing exemplarily support. Establishing confirmation the employees arrive to their shifts on time, fill out individual reports, and be the voice of the helpdesk and their concern and comments in meetings with management and customers. Report to management and government oversight different IT issues plaguing users including the notification of outages, glitches, and other non-customary behaviors. Manager 16+ Helpdesk personnel and co-manage 20+ Desktop personnel. Be the voice of the Helpdesk employees and management when speaking to each respective party about various issues. Liaison between agencies lead management (directors and division chiefs) and convey their wishes and problems to head IT Operations authorities. Assist IT personnel with and delegate staff to support to 2500+ Department of Defense Manpower Data Center and other agencies with issues and requests placed. Provide IT Support to primarily VIP personnel (directors, deputy directors, division chiefs, and other GS-15s and SES). Gather data and provide reports for IT Ops management and review monthly reports containing metrics that are reported to Government management. Designate trusting and detailed members of the helpdesk to manage the monthly incident metrics report which is then reported to government oversite. Assign tasks to different Helpdesk and Desktop personnel and which tickets and issues they should take precedence based on the affected end user, difficulty of the task, and more. Answer any questions the users, Helpdesk, and Desktop personnel may have.

Alexandria, Va

Help Desk Lead Supervisor for Defense Manpower Data Center and its subsidiary agencies. Lead help desk employees on both the east (Alexandria, VA) and west (Seaside, CA) help desk personnel by ensuring they show to their shifts on time, fill out individual reports, and be the voice of the help desk and their concern and comments in meetings with management and customers. Report to management and government oversight different IT issues plaguing users including the notification of outages, glitches, and other non-customary behaviors.• Supervise 16+ Help Desk personnel and co-supervise 20+ Desktop personnel.• Be the voice of the Help Desk employees when speaking to management about different issues.• Liaison between agencies lead management (directors and division chiefs) and convey their wishes and problems to head IT Operations authorities.• Assist IT personnel with support to 2000+ Department of Defense Manpower Data Center and its agencies issues had.• Gather data and provide reports for IT Ops management and review monthly reports containing metrics that are reported to Government management. • Manage monthly incident metrics report (time it was reported, method it was reported, time ticket was created, and time difference between notification of incident and creation of ticket) which is then reported to government oversite.• Delegate tasks to different Help Desk and Desktop personnel and which tickets and issues they should take precedence based on the affected end user, difficulty of the task, and more.• Assist Help Desk with phone and email coverage, and Desktop with tasks needed to resolve issues or requests. • Troubleshoot issues had by users and perform remediation actions to correct the problems.• Answer any questions the users, Help Desk, and Desktop personnel may have.

Alexandria, Va

Desktop technician for the Defense Manpower Data Center. Act as a Tier 2 IT representative, responding to request and incident tickets reported through the Helpdesk and to personal inbox and phone. Monitor the desktop team ticket queue and resolve tickets in order of priority from high (VIP personnel, work stoppages, severe work hinderances, etc.) to low (equipment moves, printer supplies, non-priority software, etc.). Work with IT management and convey their messages to users via SharePoint, email, phone, and in-person notification to ensure the general employee-base has the latest knowledge on upcoming occurrences that might affect their work environment.• Provided IT support to 2000+ Department of Defense Manpower Data Center and Defense Civilian Personnel Advisory Service for issues the personnel were having.• Be one of few personnel entrusted to resolve issues for the directors and other SES personnel of the agencies.• Imaged Windows 7 and Windows 10 onto a mixture of laptops and desktop machines for deployment to different government and contractor employees.• Deployed software to machines and remote laptops using a combo of SCCM and DSM. • Troubleshot issued had by users and diagnose issues never faced before.• Answered any questions the users and Help Desk personnel may have.

Alexandria, Virginia

Wield an Interim Top-Secret Clearance to expertly provide help desk support via phone, email, andin person to a plethora of the Department of Defense’s Manpower Data Center and its satellitefacilities. Assist in maintaining and updating a database of information used to solve both commonand rare issues users face. Initiate tickets for a variety of requests ranging from software requests to installation of hardware equipment, issues from Microsoft Office to server troubles, and changeorders for the in and out processing of employees or moving of office locations. Provide Tier 1 andTier 2 support depending on the complexity of the situation and if outside of knowledge or abilitybase escalate the ticket to a more advanced team with written notice informing of troubleshootingtechniques performed.• Serve as point of contact with 1500+ Department of Defense Manpower Data Centeremployees for IT issues the employees are having.• Provide in-person, phone, e-email, and remote desktop IT support to employees undercontract of the Department of Defense Manpower Data Center for a variety of issue andrequest the employees might have.• Ask a series of question to diagnose more serious IT issues and either resolve the issue ifpossible or escalate it to the Desktop tier of user support.• Create tickets for any issue, request, and change orders that are emailed or called into thehelpdesk phone center to ensure records of numbers of users helped are kept up-to-date.• Walk callers through issues they are having step by step in thorough detail to ensure acomplete understanding of solutions and how and why the problems arose and how toprevent a reoccurrence.• Follow up with employees to ensure the issues had have been resolved with satisfaction.

Fairfax, Virginia

Sound Designer for the CFTC production of The Importance of Being Earnest. Working with the other designers and director to formulate sounds and music pieces that will fit in with the work's theme of old meets new. Research the script to pick out locations of where sounds should be placed and music should play and then start designing sounds and music around them using the theme.

Fairfax, Virginia

Sound Designer for the CFTC Production of The Lion The Witch and The Wardrobe by C.S Lewis. Worked with the director and other designers to bring forth imaginative sounds and a score to appeal the audience's emotions and overall enhancement of the show.

Fairfax

These are just a few tasks I perform in this position.• Check computer images to ensure they are all correct and congruent• In charge of hiring (scheduling interviews, interviewing, and selection), firing, and giving warnings to lab personnel.• First point of contact for information on the lab and mentors seeking multimediaadvice.• Manage twenty lab employees and create their work schedules based on theiravailabilities.• Collaborate with a multitude of university departments to ensure lab software iscongruent with the departments’.• Supervise the hiring and training of mentors and establishing the mentors’ knowledgeof providing excellent customer service.• Create and lead workshops for mentors attend to learn new skills.• Speak with lab head managers and fellow supervisors to see the lab is running efficiently andobjectives for the lab are met within a desired time frame.

Fairfax

• Assisted patrons with HTML and CSS projects and software such as Adobe CreativeSuite’s Photoshop, Dreamweaver, Illustrator, and Flash along with game development software like Unity 3D and Autdesk's 3DS Max, and Maya.• Answered phones and made reservations for lab equipment such as cameras andcomputers.• Rented out a variety of film and audio equipment to patrons, monitor equipment logs,and issue fines if needed.• Kept the lab a clean and safe environment.• Answered any questions the student had.

Manassas, Virginia

• Tested multiple simulation projects.• Created reports about problems such as bugs and user issues.• Purposely try to break the projects to find flaws and bugs to report• Submitted highly detailed reports to the different teams and discussed them withproject leads

Dundee, United Kingdom

• Managed the different programming, audio, and art teams of Phantom Light Bulb.• Scheduled and kept record of team meetings.• Created and led detailed and step-by-step presentations to give to the company headsand clients to update them of our progress.• Ensured the multi-step design processes went smoothly and the product reached theclient on time.• Made changes from suggestions from heads and clients if they were considered viableoptions and did not affect the project’s budget and time of release.

Dundee, United Kingdom

• Director of the successful show The Importance of Being Earnest by Sir Oscar Wilde • Gave directions to actors on how certain roles and lines should be performed.• Led an eleven person crew which included the cast and theatre technicians. • Led the filming of the show.• Was in charge of audio work required by the show.

Fairfax

• Created a variety of scores for projects for the clients needs.• Foleyed sounds needed for different projects.• Ensured the sounds were fitting for the project.• Met with clients, took in their feedback, and made alterations if needed.

Fairfax

• Helped Korean students of adult age learn proper grammar and speechof the English language. • Answered any questions the student had.• Incorporated teachings to make daily interactions easier when livingin the United States.

Fairfax

• Created a variety of scores for projects.• Brainstormed a variety of alternative ways to produce sounds needed. • Foleyed sounds needed for different projects.• Ensured the sounds were fitting for the project.• Worked with the teams of artists and programmers to obtain details of the environment and how the audio should be exported for optimization.

Bachelor Of Fine Arts (Bfa), Computer Game Design With A Concentration In Sound Design

Activities and Societies: Korean-American Student Association, Japanese Interest Society

Bachelor Of Arts - Ba, Project Management

Activities and Societies: SAL Drama SocietyI performed a study abroad as a test subject for my program at GMU. While abroad I completed.