Michael Bonacci Email & Phone Number

Endwell, Ny, Us

Handle client tickets and projects. Tickets range from basic password resets to troubleshooting a complex, multi-node service. Projects vary based on client needs.Handle clients that must meet regulatory compliance such as CMMC, NIST framework, Exostar, HIPAA, PCI DSS, and GLB. This includes on-demand and routine auditing/remediation.Perform internal and external network penetration testing. Draft written deliverables and present final report to stakeholders/leadership. When approved, perform remediation tasks.Cybersecurity incident response and proactive threat hunting. This includes the use of forensic tools to capture, analyze, and identify malicious activity or code.Developed a number of internal company resources, such as technical instruction documents, procedural manuals, and custom applications written in PowerShell or C/C++.

On-boarding specialist, performing all tasks associated with new clients, including initial interview, infrastructure assessments and reporting, as well as all remediation’s and deployment of new/updated IT solutions.Architected, implemented, and maintain cyber defense systems for contract clients. Inspect reports and logs daily to identify malicious activities or attempts.Daily responsibilities also include routine ticket-handling, on-site tasks, direct customer service and management, as well as in-house development of automated systems and controls.

Corning, New York, Us

Managed third-party managed service provider on behalf of company for all of Data Center Operations, including 8 different siloed teams, 90+ technicians in total, globally located.Conduct various audits, both within ticketing software and within live environment, seeking points of failure, vulnerabilities, risk, and evaluating for areas of improvements.Member of Change Authority Board that oversaw and reviewed all infrastructure changes, thus protecting all company assets and mitigating risks associated with each request.

Binghamton, Ny, Us

Routinely exceeded call-handling goals, closing an average of 50 calls daily with an 80% first-call resolution ratio and an average talk-time of roughly 5 minutes, well below the 12-minute goal.Partnered with Tier III System Administrators to resolve complex problems that required escalation. Provided detailed descriptions of issues in ticketing system and followed up diligently to ensure swift resolutions.Helped raise the department’s declining satisfaction evaluation from sub-90’s (category yellow) to a monthly average of 97-98 (category green) by providing a knowledgeable and friendly voice. Also helped to mentor several colleagues, both in technical knowledge and de-escalation techniques.

Performed on-demand services ranging from consultations on projects to analyzing, designing, and deploying various services and solutions on behalf of company.Developed customized scripts on various platforms to monitor, report (including live trending and P.I.T.), and automate daily tasks.Introduced new vendors to the company, which created new service offerings that attracted new and diverse clients, as well as negotiated fees, product pricing, and payment terms of those vendors.

New Berlin, New York, Us

Deployed new workstations, leading client/server configuration and performance-tuning of crucial infrastructure to ensure seamless business operations.Participated in numerous projects ranging from Microsoft Exchange on-premises upgrade, VoIP go-live, and new Cisco infrastructure deployment for a new manufacturing plant.Worked with infrastructure team to design, deploy, and maintain a multitude of Microsoft-based systems including Dynamics AX, CRM, SQL, Exchange, Lync, SharePoint, and Windows Server core infrastructure.

Us

Assisted in management of a team of up to 4 field- and bench-technicians. Responsibilities included supporting and growing their knowledge base, assigning clients and projects, and following up to ensure completion to customer’s expectations.Research, plan, and deploy various new technologies and services that would best serve our clients based on needs-assessments. Also, developed new services to broaden customer base.Performed various IT tasks including consulting, planning, deploying and maintaining various IT products and services for dozens of business clients. Aided in break-fix repairs when necessary. Handled other technicians and aided in their tasks. Managed and prioritized all of the above daily.

Bentonville, Arkansas, Us

Managed all POS registers, cash drawers, employee schedules, and coordinated with all other department leads regarding product.Handled any and all customer disputes with the utmost respect and customer service excellence.Improved service quality and increased sales by developing a strong knowledge of company's products and services