Michael Allen Email and Phone Number

• Lead and cultivate high-performing teams of health care professionals to effectively provide quality service.• Continually provide ITIL services beneath ITSM for the alignment between IT and the business, client service management and to minimize costs & business risks.• Provide project and program management services.• Create, implement and maintain processes, policies and procedures to span and support multiple business functions.• Oversee multiple tasks within Project Management and Service Management duties to achieve company goals.• Manage all administrative aspects of operations, including financials, Medicaid Billing Claims, P&L statements, training, development and implementation of policies and procedures while following best practices.• Design and facilitate marketing materials that include website design, Telephony services, brochures and email management (up to 2,000 email accounts). Installed telecommunication services to provide 24x7 service coverage in a timely manner. • Periodically meet with cross-functional teams to resolve complex issues.• Experience with various conferencing technologies by use of telephony services, and video technology. • Incessantly monitor costs and time-consuming duties to meet goals within SLAs.• Develop, implement, and maintain the company’s policies and procedures that align with the agency's technology services, strategic and technology initiatives to support the agency’s business needs.• Manage Service Delivery within licensed support of RN’s, LPN’s, CNA’s for various clients in western counties of NC.• Make use of various applications such as Generations, MS Word, Excel, Visio, and Power Point to support the business purpose.• Recruit, motivate, and train staff to satisfy company goals and objectives.• Oversee service strategy, service design, service transition, service operations and continual service improvements while meeting SLAs. Create service level objectives and agreements.

• Built and led high-performing UNIX, Windows, Oracle database (with SQL), and Network Engineering technical teams in 24x7 timeframe. Managed highly available and efficient cross-platform operations including tier 2 and tier 3 for problem resolution. • Oversaw service/help desk troubleshooting, professional services, global enterprise data center management, system backups, archiving, disaster recovery, IT strategic planning, hiring, termination, project management, program management, customer service, system security, and system integration in a timely manner.• Managed a complex team of engineers to build and support a network infrastructure.• Coordinated meetings and communication between teams to resolve issues and meet goals & objectives.• Directed the migration of the entire customer base from Cisco 2940 legacy switches to newly updated 6500 series switches. The upgrade reduced the number of switches from 4 to 1 in each server farm. This reduced hardware costs by 60% and enhanced switch management.• Provided strong IT project management skills to solve complex technical and managerial problems within the business. • Global support in London, Japan & the US for internal and external customers. Collaborated with (both internal groups and vendors) to design innovative & complex solutions and working incident, problem, and change management requests.• Systems management included management of configurations, capacity, implementation, change, incidents, problems, assets and service impact management.• Strong understanding and experience with the following: Networking concepts and technologies, RAID techniques, high availability solutions with SAN & NAS technology, BIG data backup/restore operations, Microsoft Operating System patching, infrastructure monitoring tools and internet applications.

• Upgraded and performed new installs on HP 10.x and SGI 6.x platforms. This entailed performing disk and memory capacity planning, backing up and restoring crucial data, and testing & monitoring new operating system for proper performance.• Maintained appropriate patch upgrades for ADI-N’s UNIX servers to prevent potential security breaches.• Supported methods of NT-UNIX integration. This entailed giving UNIX clients access to NT platforms and giving NT clients access to UNIX platforms. Installed and supported applications such as Xvision, Hummingbird, Metaframe, and Samba on UNIX, NT, and Macintosh servers.• Installed and maintained the Network performance server. This entailed installing and configuring HP Openview’s Network Node Manager and Cisco Works 2000 applications.• Supported PGP (Pretty Good Privacy). This entailed installing, configuring and troubleshooting PGP on UNIX, NT and Macintosh platforms.• Responsible for day-to-day UNIX systems admin tasks. The entailed developing methods of file compression and automating ftp sessions, writing scripts, creating cron jobs, setting user accounts, replacing drives, adding memory, system capacity planning, applications support, and performing daily backups.• Responsible for ADSD’s UNIX webservices. Designed and created all of the UNIX web pages. Designed and implemented an FTP server for the department to publicly archive data. Designed a fill-in form for users to automatically register for POP mail accounts. Created pages to address the needs/services of SGI, HP, SUN, and Linux users.• Prepared the Air Defense department’s UNIX-based Y2K plan.• Designed various department NIS configurations on SGI and HP servers.• Administered JHU/APL’s POP mail server that comprises of approximately 2000 user accounts. The POP mail server is based on a SUN Sparc 1000E. This entailed monitoring the flow of sendmail and making changes as necessary to enhance the flow of mail.

• HPUX 10.x - Designed, built and managed over 30 HP boxes, including workstations, I and K series. Experienced in configuring applications such as: OpenView, SNAPlus, NetMetrix, Axon, Netscape, JetAdmin, GlancePlus, MirrorDisk/UX, Networker Legato, PeopleSoft, and SniffMaster. Supported servers such as the Performance Monitoring Server, Newsfeed, Web Server, HA Cluster (using MC Service guard), and the MailHub. Additionally, supported the token ring configuration of all HDS xterminals on SSA’s 60,000+ user IP WAN. Designed plans to upgrade SSA’s DNS structure to HPUX 11.0. Supported SSA’s sendmail administrator for the mailhub.• Sun Solaris - designed, built and managed 15 Sun Sparc 20 class machines. • IBM AIX - Administered several AIX boxes including IBM6000 and J40. Upgraded SSA’s national AAMVANet server.• Testing and Implemented Token-Ring & ATM Switches. Overall testing consisted of HP, AIX, Sun servers, and Windows NT boxes running half and full duplex on a Token-Ring Network with LAN emulation. • Managed two application interfaces aand used 3270 emulation telecommunications software to access SSA's mainframe. • Used various protocols such as TFTP, TELNET, SLIP, and PPP to support systems and application users who attach locally, remotely, or dial up via phone line. • Used a variety of proactive software to do performance monitoring, network operating and determination functions. In particular I used FTP's LAN watch to trace packets to monitor the success, speed, and route of packet transfers. Used various interactive software like Axon to monitor potential bottle necks caused by database servers or database server clients on SSA's WAN, and VTAM and NCP to determine bridge and traffic activity on SSA's WAN. Installed, configured, and tested interactive software for network operating and monitoring with problem determination capabilities and functions such as HP Openview, Axon, and CA Unicenter.