Michael Baumgardner Email & Phone Number

Greater San Diego Area

*Performed incident management, problem management, diagnosed outages, and escalated support cases, working to resolve hardware, software, and network system outages in a timely manner.*Supported enterprise networks, server infrastructures, software distribution infrastructures, and coordinated the development of scripts to automate administrative IT tasks.*Engaged and managed strong business relationships with internal and external customers, ensuring high levels of service, response, and the overall success of technical support strategies.*Assisted in the configuration, testing, and implementation of new technology infrastructures; developed administrative processes required to ensure optimum system operation.*Monitored systems to identify trends and ensure the ongoing performance of systems, network resources, and enterprise IT services.*Utilized Powershell and Bash scripting to help optimize turn around of events.*Over the last few years, I have moved into a SOC role, also more into a lead role.

Greater San Diego Area

*Managed all aspects of system administration and support; ensured the availability of all networking hardware and software technology assets used to broadcast streaming video.*Interfaced with users to handle support issues, serving as escalation point for reported incidents.*Delivered support services to achieve all Service Level Agreements (SLAs) through the effective management and closure of support requests.*Analyzed and documented network traffic, and supported projects to develop, test, and deploy new solutions and strategies to achieve improved network performance.

Greater San Diego Area

*Collaborated with cross-functional teams to identify and track system operations; Monitored system thresholds, gathered and communicated metrics, and identified opportunities for performance improvements.*Worked with engineering teams responsible for configuration, testing, implementation, and ongoing system monitoring.*Implemented software processes and toolsets that centralized and optimized enterprise server monitoring of more than 1,500 servers.

*Provided telephone and email support of video game titles, ensuring superior customer support throughout efforts to diagnose and resolve software and system-related cases.*Created technical support tickets and communicated with users to diagnose and resolve reported software issues.*Escalated high-priority technical support cases to appropriate system engineering and administration teams.*Trained other support personnel in best practices for handling technical procedures, ticketing system usage, and customer service skills.

*Deployed and implemented networks, user accounts, workstation, servers, printers, and other enterprise IT resources.*Aligned system development, administration, and support efforts to Information Technology Infrastructure Library (ITIL) best practices, while also maintaining compliance with Sarbanes Oxley Act (SOX) standards.

Maintained network securityManaged file server, routinely recovered data lost due to viruses and malfunctionsMade purchasing decisions regarding software and hardwareWorked fluently with both a Mac and a PC network

Performed routine diagnostics for virus detection and removal Installed and maintained anti-virus and spyware systems Recovered data lost due to viruses and hardware malfunctionsProvided telephone technical support and customer service

Built and maintained network infrastructureMade purchasing decisions regarding software and hardwarePerformed file server and client station upgrades, from Novel to Windows 2000