Michael Bailey Email & Phone Number

Salt Lake City, Utah, Us

Responsible for providing leadership for the IT Equipment Management Team. Responsible for the timely execution of providing, refreshing and reclaiming equipment for personnel, service and lab needs. In addition, establish the centralization of all onboarding and offboarding activities related to equipment to the Salt Lake City office. Lead a team of equipment technicians in the following areas: Centralization and management of equipment activities to the Salt Lake City office.Management of user equipment activities: onboarding/offboarding, account provisioning/ equipment setup, deprovisioning/equipment teardownCoordinate and manage IT activities related to NEO, including user training, equipment setup and documentationManage equipment refreshes (mid-boarding); planned and unplanned – coordinate onsite activities as neededAsset management, requisitioning/purchasing, equipment review/testing, warranty repairs, shipping/receiving and inventory management.Manages cross training requirements to support multi-platform environment (Win/Mac/Thin Client)Define and manage appropriate inventory levels to continually meet the needs of the business.Work with cross-functional stakeholders to review and improve core processes related to onboarding, mid-boarding, and offboarding activities.Ensure a commitment to continual quality improvement and operational efficiency.Ensure that effective representation takes place for the coordination of work processes and projects with other departments.

I provide Tier II support for CRH a Fortune 500 company and the LARGEST building materials company in North America. They have 76,000+ employees in 29 countries!Applications: Service Now, Cherwell, O365 Admin, MS O365, MS Team's, Active Directory, LAPS, Cisco AnyConnect, SAP, TeamViewer

Provide IT support for CRH Americas Materials, Inc. throughout the United States and parts of Canada. Remote desktop support using Teams, Skype, TeamViewer and ShowMyPC. Use of Service Now and Cherwell ticketing system to log and track all trouble tickets with priority 1-3. Office 365 administration support, Microsoft Office apps, outlook profiles. Airwatch & Active Directory Support for iPhones, iPads and Android devices for office 365 and email. Active Directory Support, with resetting passwords and unlocking accounts. Solar-Winds experience with monitoring Circuit and Node connections. Experience with Citrix, SharePoint, Citrix Receiver passwords and login resets, along with helping internal clients navigate different applications within the Citrix program. TCP/IP experience with trouble shooting laptops, desktops, mobile devices and domain name server connections. Help with Cisco AnyConnect with VPN support.

Washington, Dc, Us

Responsible for supporting the National Service Desk (NSD) organization to ensure Veteran Administration Technology Infrastructure Services are delivered to meet customer business needs and expectations throughout the United States, Puerto Rico, Guam and the Philippines. (Contract work through Coley & Associates)Provide first level support for resolution of customers’ incidents and requests and ensure proper documentation, notification, escalation and tracking of all incidents/requests into the CA Service Desk Manager Ticketing System. Received Top Performer Jun/Dec and Top Performer for 2nd Quarter for Outstanding Performance and Attendance. Recognized as a top performer in the NSD newsletter.Provided training for new employees and was asked to provide training nation-wide on customer service.

Greenwood Village, Colorado, Us

MANAGEMENT• Schedule and organize daily operations, staff meetings, and client meetings for 14 local and remote staff and 20+ customers throughout Colorado as well as out of state (CO, MT, WY). 24/7 Support. • Assign tasks and manage resources to meet customer needs. Schedule daily dispatches.• Interview new hire candidates and make hiring recommendations to HR. • Coaching & Counseling - Create a positive atmosphere of professionalism and support. Provide honest and timely verbal and written feeback to employees: address performance issues with directness and sensitivity. Interview new hire candidates and make hiring recommendations to HR and management. • Communications - Review staff performance and provide reporting on a daily and weekly basis to upper management. Resolve escalated issues as needed for upper management. Facilitate resolution of any problem that arises with any customer. Hold daily and monthly meetings with team to discuss issues, goals and to develop new processes. DIRECT IT SUPPORT• First line of contact for remote and local customers, providing end user IT support with a high level of first-call resolution, directly resulting in higher customer satisfaction ratings. • Onsite and remote work for customers providing Tier 0 and Tier 1 IT support. • High level ticket knowledge and process documentation. • Technician and end-user training.• Respond to requests for technical assistance in person, via phone and ticketing system.• Escalated more involved problems to the appropriate Tier 2 and Tier 3 support teams and acted as liaison between customers and technical escalation teams.• Effective interpersonal skills and the ability to work independently and as part of a team.• Software and hardware troubleshooting ability.

Greenwood Village, Colorado, Us

Greenwood Village, Colorado, Us

Greenwood Village, Colorado, Us

Denver, Co, Us

Denver, Co, Us

• Responsible for all technology for the Colorado, Minnesota and Utah Offices.• Supported Telrad Inter-Tel phone system, voice mail and Unified messaging. Installed and supported DSL, switches, Fire Wall and VPN between offices. Performed daily backups and supported 6 Window 2003 servers, 35 work stations with an overall up time exceeding 99.5%• Programmed, designed and supported company website and domains for LAN/WAN. • Managed and setup all e-mail accounts using Microsoft Exchange Server. • Responsible for the computer and operations department budget and provide budget and planning information to the President and management teams. Team Leader in implementing, planning and setup of the company member database and client software. • Managed offsite storage facilities, document scanning and retrieval.• Responsible for security, office supplies, furniture, office move, vendor contacts, building controls, staff orientation, training and general maintenance.• Supervise a department of four.

• Technical Coordinator for an inbound 420 seat call center with accountability for all computer and telecommunication equipment. • Provided day-to-day administration and support of APAC’s local area network and was responsible for the setup of LAN/WAN Novell networks, installation of 488 PC’s, printers, copiers and fax equipment. • Provided support on Lucent AT&T G3r switch and peripherals. • Other duties include; Site Safety Manager responsible for all safety and security issues for the 40,000 sq. ft. facility. Managed building controls, air conditioning, backup generator and security system. Worked with and was a point of contact for several Fortune 500 companies such clients as FTD, See’s Candy, Ameritech, LA times, HCFA, Sears, Fleet, Cendant, Metris and First USA.

• Supervised all aspects of computer, telecommunication and Resource Center operations and provided leadership in strategic planning and management of Hospital Information Systems. Managed Information Technology operations for clinical and operations function of the hospital. • Personally responsible for networking 14 buildings and managed 115 nodes and 157 network users.• Coordinated hospital information systems with the larger Department of Health, community providers, Pioneer School and Western Wyoming Community College Nursing Outreach program and provided leadership to the following clinical and management committees: Quality Council; Administrative Services; Process Improvement; Human Rights; Medical Records/Utilization; Medical Equipment (consultant); Continue Quality Improvement. • Selected by the Director of the Department of Health to serve on a statewide computer software standards committee which purpose was to establish software standards for adoption department-wide throughout the state of Wyoming. Worked with Assistant Attorney General in several technical capacities and was highly recommended by him.• Managed computer operations on Novell network. Managed telecommunication operations on NEAX NEC 2400 phone switch. • Project Director of a several hundred thousand dollar hospital systems consisting of: Admissions; Billing; Medical Records; Materials Management; Pharmacy; Laboratory; Payroll; Personnel and Nursing Services. Project Manager implementing employee-training tracking, hospital transcription dictation system. Developed in-house banking system for patient funds and automated the transfer of data for third party billing.

• Manage all computer operations on Novell network and UNIX mainframe. • Evaluated and implemented payroll system, Landlord/Tenant database and UNIX mainframe. • Responsible for hardware and software installations and repairs and system backups. • Designed and programmed inventory database, central supply inventory and storeroom.• Responsible for year ending reconciliation of all capital assets. Printed, processed monthly 1100 Landlord checks and tenant waiting lists. Data input and retrieval of all capital assets for the company with dozens of locations throughout the Salt Lake Valley.

Business Administration And Management

Communication

Computer Information Systems (Cis)