Michael Emanuele Email & Phone Number

Columbus, Ohio, United States

Administer and manage statewide network in 24x7 NOC. Act as escalation point for customers and providers, assign and manage tickets. Assess and report on impact of network outages and of scheduled maintenance. Work with customers and national carriers to troubleshoot and resolve network issues. Make changes to DNS records. Participate in change control by developing, implementing, and reviewing MOPs. Reengineer traffic patterns in response to outages or maintenance.

Columbus, Ohio Area

Managed software site-licensed by the university. Managed distribution. Negotiated, managed, and renewed contracts with software vendors. Provided third-level software support.

Request fulfillment. Fulfilled cellular phone orders. Managed and coordinated wireless installs for campus departments.Served as point person for email upgrade within the Office of the CIO. Assisting in creating new processes as area moved into its ITIL-defined role.

Continued support responsibilities. Management responsibilities, including resource allocation and interdepartmental communication, outside of Technology Support Center’s business hours. Responsible for communication with university community in event of systems outage, as well as contacting infrastructure support staff. On-call responsibilities including crisis and escalation response. Shared responsibility for updating and maintaining knowledge base.(PHP/MySQL). Sharedmanagement responsibilities for planning extended hours of service and improving response time. Responsible forperformance of team members. Proven successes in documentation, crisis management, interdepartmental communication, reorganization.

Bachelor Of Arts (B.A.), Applied Mathematics

Education record