Michael Flannery Email & Phone Number

Las Vegas, Nv, Us

Oversee all aspects of technology and IT governance in support of Class A meeting spaces and legal services in 24 offices in 11 states from California to New York. Establish and lead IT staff and develop infrastructure while centralizing and standardizing IT functions to efficiently support enterprise-wide business functions. Champion enterprise efforts to improve efficiency and services through technology. Ensure security and compliance with legal, HIPAA, and client/business partner requirements.· Integrated technology of twelve disparate companies to one unified organization, including workstation, network, server, AD, e-mail, website, telephony, and mobile technologies.· Deployed emergency Work From Home solutions within one week of COVID-19 orders, ensuring secure phone and desktop access for all enterprise users.· Deployed security and HIPAA protocols for Zoom, MS Teams, GoToMeeting, and other video teleconferencing (VTC) solutions to ensure secure COVID-19 remote offerings.· Migrated multiple, disparate domain Exchange servers to one AD domain with Office 365 e-mail and applications.· Reduced telecommunication costs by over 30% by eliminating outdated services and deploying company standard Avaya VOIP devices.· Reduced monitoring costs by over 80% by standardizing infrastructure and deployment of Nagios monitoring.· Reduced IT personnel costs by 30% by consolidating IT workflow and services to a unified function.· Enhanced accuracy, efficiency, and eliminated over 40 FTE hours/week with integration between ERP, Payroll, and Finance systems.· Managed build out and move to new corporate headquarters and class A meeting spaces, managing furniture, electrical, low-voltage, security, and network services.· Provided build out of IT services for new class A office spaces in new offices.· Led project and deployed company's first enterprise level endpoint protection solution, and first inventory tracking system for IT and trial equipment.

Overall responsibility for organizing, directing, and administering the IT function to support 54 convenience stores, corporate office, and 56 gaming locations on a high availability, 24/7 basis. Established and developed IT staff and technology resources to efficiently support all business operations. Managed the inception and execution of all IT and business projects to improve business efficiency and ensure consistent technology services.• Migrated all messaging systems from legacy Exchange servers to Office 365 hosted applications and e-mail.• Oversaw operations during unprecedented growth: standardized infrastructure services and directly managed takeovers of new locations, doubling in size from 27 to 54 stores.• Developed and administered a gaming application providing W2G forms, automated W2G IRS reporting, on-demand gaming performance reports, automated imports to accounting system, and advanced cash tracking, auditing, and reconciliation.• Designed and deployed high-speed company-wide VPLS network, with IPSEC VPN connections to remote sites.• Migrated store devices from dial-up to IP-based processing, including ATMs, vending machines, and vendor card machines.• Studied, planned, and deployed company ERP solution (Pinnacle) to improve financial reporting and streamline user interaction.• Developed specialized intranet applications to consolidate information from POS, ERP, back office, HR, gaming, and financial systems, greatly reducing processing time for Operations, Management, and Accounting.• Solely developed and administered the fuel pricing system: aggregates competitor pricing, provides recommendations based on customization business strategies, deploys approved changes to stores, and reports on store price change compliance.

Us

Manage IT services for 800+ seat call centers in Las Vegas and Panama City Beach, including technical services delivery, end user support, request fulfillment, data center operation, server maintenance and backups, network (WAN, LAN, and wireless) services, and telephony services. Function as IT liaison to management and operations. Responsible for tracking all IT assets and facility maintenance, including fire suppression, multi-phase power, and HVAC. Hired, trained, developed, and led a professional IT team at each site to provide technical and end user support. Responsible for ensuring efficient processes are maintained and followed to meet business objectives.• Managed teams of IT professionals to provide highest-rated, award-winning customer service.• Developed user and asset tracking database and automation to improve technician efficiency and manage all IT assets.• Configured and deployed Cisco switches and routers to facilitate Wi-Fi/LAN/WAN networks for 5 buildings in two geographic areas.• Developed imaging solution to standardize PC software and deploy changes, considerably reducing mean time to repair.• Developed application (Nextel Notes) to standardize call information, improve agent performance, and streamline communication.• Technical lead for IT integration planning during Nextel Partners merger with Sprint, 2007.

Us

Responsible for the planning, coordination, and completion of projects within the IT department. Document project charter and identify project scope, resources, milestones, and deliverables. Develop project teams and facilitate communication. Negotiate and set expectations with customers. Liaison with project sponsors and IT functional teams. Track project timelines and milestones to ensure timely project conclusion. Work with other teams and SMEs to identify and manage project dependencies. Present progress reports and updates to project resources, stakeholders, and leadership. Manage issues and action items to closure, establishing priorities, deliverables, and due dates. Provide cost-benefit analyses when required.• Redesigned customer facing Interactive Voice Response (IVR) system and database integration, increasing customer self-help utilization and reducing call volume by 27%.• Deployed screen pop application to automate agent tasks and display caller information to reduce Average Handle Time and improve agent efficiency.

Us

Provide outstanding technical support and resolve technical issues for 800+ seat call center in Las Vegas. Develop and lead IT team and provide technical direction for the Las Vegas and Panama City Beach call centers. Lead and manage large-scale hardware, software, and network changes. Account for all IT assets used. Administer Nortel Meridian Option 81 PBX switch, including moves, adds, changes, programming, and basic troubleshooting.• Annual Circle of Excellence winner for excellence in Customer Service: the only IT professional to receive this.• Developed desktop remote access automation, improving IT efficiency and reducing mean time to repair and agent downtime.• Built asset tracking maps and detailed documentation of all on-site Information Technology systems.• Developed policies and procedures for IT call center technicians, and trained and developed IT teams in both call centers.

Las Vegas, Nevada, Us

Lead grave shift end user support for Treasure Island and Golden Nugget properties. Provide direct PC, printer, network, and application support for gaming, hospitality, and food & beverage users. Document and perform nightly AS/400 and casino system procedures. Partner with command center, network engineering, and project manager personnel to deploy hardware and software updates. Maintain excellent customer service levels, and knowledge of all property functions to better support each department.

Randolph Afb, Tx, Us

Bachelor Of Science (B.S.), Information Technology

Master Of Science - Ms, Information Technology Management