Michael Bromley Email & Phone Number

Andover, Massachusetts, United States

Andover, Ma

- Scheduled personnel to ensure adequate coverage over all shifts.- Trained Support Engineers in all infrastructure products including RMX, CMA, DMA, Resource Manager and RSS systems.- First point of contact for difficult customer problems. Provided case review for all potential escalations.- Assisted management in the accomplishment of team goals including ASA, time to close, escalation rate and customer satisfaction.

Andover, Ma

Andover, Ma

- Provided technical support on all Polycom infrastructure products.- Documented all troubleshooting steps and resolution using structured case note methodology.- Managed the infrastructure lab ensuring that all test equipment was available for use by the support team.

Billerica, Ma

- Provide 7x24 technical support to healthcare customer base on computer telephony systems, including many hardware peripherals. Third level escalation support including UNIX kernel tuning and script debugging. - Assemble and configure hardware and software for computer telephony integration based on customer requirements. This includes on-site hardware installation, network and interface troubleshooting and software script writing. - Managed and maintained all in-house computer equipment for a satellite company office. This included both converting the existing NetWare 4.12 network server to Windows NT 4, as well as the day to day troubleshooting and support of all office personnel s personal PCs. - Procured and implemented Internet access providing e-mail and VPN access to corporate headquarter resources in Minneapolis, MN. - Created proactive maintenance procedures that increased system reliability and reduced customer support calls from over 450 per month to fewer than 200. - Instituted an inventory control system to track and control hardware and software assets. - Direct management responsibilities included overseeing a staff of four technical support engineers.

Sheppard Afb, Tx

- Directly responsible for identifying and evaluating new technologies. Provided recommendations for new hardware and software for organization purchase based on extensive systems analysis. - Worked closely with other Air Force agencies as the base installed its Metropolitan Area Network. - Directly responsible for the planning and management of over 1200 personal computers.- Planned and managed an upgrade project to convert all PCs from Windows 3.1 to Windows 95. Successfully completed the project ahead of schedule. - Evaluated and implemented the migration of a multi-server Novell 3.x network to Windows NT.

Sheppard Afb, Tx

- Managed all aspects of network support operations. - Designed and orchestrated the expansion of the local area network from 300 to approximately 1200 connections. Worked closely with contractor representatives. - Solely responsible for the successful installation and configuration of a Cisco AGS+ router which greatly increased network efficiency.- Planned, organized and supervised the physical move of the data center in conjunction with the LAN expansion resulting in no negative impact to network customers and only 30 minutes of total scheduled network downtime.

Sheppard Afb, Tx

- Supervised the procurement, installation, configuration and repair of all hardware and software utilized within the organization.- Supervised a Computer Systems Support Help Desk with a staff of five individuals. Reduced the number of contracted repairs by over 85% saving more than $10,000 per year.- Procured and operated the Medical Small Computer Support Center Bulletin Board System that provided vital computer systems information to Department of Defense personnel worldwide.- Successfully implemented a TCP/IP gateway into the network providing Internet access for all users in the organization.

Incirlik Ab, Turkey

- Managed a seven-member hospital laboratory ensuring the highest level of medical laboratory support possible.- Served as Advisor to the Hospital Executive Committee on all matters pertaining to Automated Data Processing Equipment and new system implementations.- Provided MIS support to the entire hospital as an additional duty.

Sheppard Afb, Tx

- Assisted with the implementation of a DOD standard medical workload accounting system in over 100 Air Force Medical Treatment Facilities, worldwide. - Involved in extensive worldwide travel providing on-site computer training for users. - Provided follow-on technical support for users and operators post implementation. - Operated and supported a Datapoint Arcnet network.