Michael Burke Email & Phone Number

Washington, Dc, Us

Washington D.C. Metro Area

Responsible for the oversight of all Service Management activities associated with Federal Student Aid's (FSA's) Next Generation Data Center (NGDC). The NGDC hosts over 50 FSA's business systems and a variety of system and infrastructure management software. Leading programs and plans for concept to execution and close, and delivering multiple IT projects according to strict deadlines and within budget. Providing high level IT expert advice to FSA Business Units on identification of alternative solutions, business case development and implementation strategies. Ensuring the development of overall project management strategies and approaches for establishing effective IT project teams; leading the effective and efficient management of the team to achieve the project's goals and objectives; and managing project scoping and estimating.

Washington D.C. Metro Area

Responsible for managing the Service Request life-cycle. Leads weekly multi-vendor prioritization meeting on service management escalations and key focus areas to resolution. Coordinate with Contracting Officer (CO), Contracting Office Representative (COR), Program Manager (PM), other task area leads, and contractors. Responsible for Continual Service Improvement (CSI). Adhere to an ITIL aligned framework for service delivery. Provides technical support in various areas, such as patch management, service management PMO, change management, monitoring, SLA tracking and analysis, architecture, application development, operations, budget, OMB300 and other business case development. Works with Task Areas Lead, coordinates, facilitates and oversight of all tasks relating to systems. Review and Analyze impact of infrastructure, capacity and utilization metrics on the business.

Arlington, Va

Consolidate and validate outage and service restoration events outlined on the TSA IT Daily Status Report. Initial Root Cause Analysis (RCA) for critical service outages. Brief federal personnel on special interest events and issues of applicable significance. Conduct monthly and bi-annual trend analysis of critical service incidents. Analyze and document incidents as required (e.g., critical system outages, critical network outages, critical application outages, critical system outage, security events, and emergency patch management) for the purpose of preventing reoccurrences. Provide Computer Incident Reports and Root Cause Analysis reports for TSA Enterprise outage as specified by CSC and TSA executives. Provide proactive service and capacity trending, utilizing core enterprise monitoring tools. Provide verification and validation to confirm devices throughout the TSA Enterprise. Monitor vendors for patch updates throughout the enterprise to verify changes are applicable and applied to the TSA environment. Perform cross-functional support to Critical Incident Command (CIC) and Change Management teams. Manage ITIL aligned Problem Management Policies, Processes and Procedures and facilitate the implementation and maturity of problem processes within TSA ITIP enterprise. Define problem classification categories. Define and review problem trend reports and document remediation for known errors. Develop a problem analysis and reporting toolkit. Drive and develop root cause analysis skills throughout the operations and support teams. Drive action items to minimize impact of incidents and problems. Analyze the financial impacts of critical incidents and produce availability metric. Create reports for technical reviews with support teams. Raise the profile of best practice & promote the benefits of Problem Management

Arlington, Va

Consolidate and validate outage and service restoration events outlined on the TSA IT Daily Status Report. Initial Root Cause Analysis (RCA) for critical service outages. Brief federal personnel on special interest events and issues of applicable significance. Conduct monthly and bi-annual trend analysis of critical service incidents. Analyze and document incidents as required (e.g., critical system outages, critical network outages, critical application outages, critical system outage, security events, and emergency patch management) for the purpose of preventing reoccurrences. Provide Computer Incident Reports and Root Cause Analysis reports for TSA Enterprise outage as specified by CSC and TSA executives. Provide proactive service and capacity trending, utilizing core enterprise monitoring tools. Provide verification and validation to confirm devices throughout the TSA Enterprise. Monitor vendors for patch updates throughout the enterprise to verify changes are applicable and applied to the TSA environment. Perform cross-functional support to Critical Incident Command (CIC) and Change Management teams. Manage ITIL aligned Problem Management Policies, Processes and Procedures and facilitate the implementation and maturity of problem processes within TSA ITIP enterprise. Define problem classification categories. Define and review problem trend reports and document remediation for known errors. Develop a problem analysis and reporting toolkit. Drive and develop root cause analysis skills throughout the operations and support teams. Drive action items to minimize impact of incidents and problems. Analyze the financial impacts of critical incidents and produce availability metric. Create reports for technical reviews with support teams. Raise the profile of best practice & promote the benefits of Problem Management

Arlington, Va

Consolidate and validate outage and service restoration events outlined on the TSA IT Daily Status Report. Provide 24 hour status report and special incident reports. Manage and validate production changes so no maintenance is conducted without prior approval. Perform troubleshooting and support incidents as required (e.g., critical system outages, critical network outages, critical application outages, critical system outage, security events, and emergency patch management). Provide Computer Incident Reports and Root Cause Analysis reports for TSA Enterprise outage as specified by Unisys and TSA executives. Provide proactive service and capacity trending, utilizing core enterprise monitoring tools. Provide verification and validation to confirm devices throughout the TSA Enterprise. Reviews and works intimately with resolver groups to confirm validity of event logs which are reported in the with SLA performance review. Collects various statistical and monitoring reports. Escalation of VIP issues to include interaction and focal point. Provides 24x7 command & control Status Information for the Bridge Contract program including TSA and DHS systems organizations i.e. critical system outages, security events and emergency patch management and special interest items i.e. hurricane. Records and process approximately 5,000 Call Reports and Escalation Reports for TSA Outages and disseminate to the client for review. Supervised 6 incident managers who worked rotating shifts 24 hours a day, 365 days a year

Master'S Degree, Business Administration (Mba)

Bachelor'S Degree, Business Management (Bsbm)

Associate'S Degree, Information Management