Michael Folk Email & Phone Number

Tampa, Florida, United States

• Prior employer, Atlantic Specialty Lines, was acquired by Ryan Specialty Group in 2019. Selected for retention based on commended performance.• Technical Lead – SharePoint migration:o Situation: SharePoint reaching end of life. User group of ~4000 employees dissatisfied with SharePoint due to feature misalignment, constant breaks that were repaired at unacceptable timelines, and long lead times for new workflows.o Action: Developed requirements set through one-on-one meetings with business unit leaders. Migrated company intranet to SharePoint Online over course of one year, with internal team of 4 FTE’s and external team of 3 FTE’s.o Result: Successfully completed migration. Greater adoption of site usage by userbase through increased feature availability. Presented customers with new form and workflow feature set.• Business Analyst/SharePoint - check approval solution:o Situation: European Accounting team requires an auditable payment approval workflow.o Action: Determined user requirements for SharePoint form and workflow. Generated form and approval workflow in SharePoint and Nintex. Tested products by simulated usage. Product released to European Accounting and Corporate Treasury team.o Result: Met accounting and finance team requirements for an auditable approval and payment tracking solution.• Business Analyst/SharePoint - SOX internal controls repository:o Situation: Control audit team for SOX documentation required single repository to host data within SOX framework.o Action: identified user requirements, designed and created SOX-compliant repository, from and workflow. Provide training and support to Controls team.o Result: resolved requirement for single controls repository.• Helpdesk: Support ~4000+ user base. All aspects of desktop support. Windows OS, MS Office. Break/fix support.• SharePoint admin: Create intranet sites. Maintenance of deployed solutions. Upgrades and break/fix support.

Tampa, Florida, United States

• Business Analyst - Insurance policy analysis project. Identify discrepancies between written policy and associated SQL queries in Concept One. Work with underwriting team and developers to identify and mitigate discrepancies.• Helpdesk: Support workforce of 200 + users across seven profit centers in multiple states. Provide first and second level support for all aspects of desktop, telephony and networking issues.Troubleshoot Word, Excel, Outlook, Windows OS, IE and Chrome. Setup and maintain local and remote networked printers.• Client side team lead for CSP migration from Cisco ASA to Palo Alto firewall at multiple locations. Lead on physical component connectivity, LAN port integration, post migration testing of critical services inside and outside Citrix environment.• Lead project team in profit center relocations and LAN migration. Work with vendors to upgrade and transition ISP and telephony services. Upgrades PC's and printers. Work with CSP to monitor and maintain network.• Manage enterprise VoIP telephony system. Act as Liaison with UCaaS vendor. Orders, installs, configures and maintains hardware. Seat provisioning. Auto Attendant and Hunt Group configuration.• Lead project team to develop voice activated customer portal using Amazon Alexa technology. Train marketing team and deploy end product to consumers. Updates and maintains database.• Manage project to deploy and maintain new end point security software. Catalogue and update all company end point devices. Use RDP and screen share platforms to work with remote clients.• Create and manage cyber security training methodology and ongoing education platform for end users. Provide direct cyber training to all new employees, demonstrate technology and best practices to identify and mitigate cyber security threats in email and browsers.

Tampa, Florida, United States

• Performed installation, configuration and maintenance of all PC's, printers and LAN equipment at a small pharmacy.• Install and update all software including Microsoft Office, QuickBooks and pharmacy specific PK Software. Update and maintain license keys. Maintain security permissions for userbase. Email client configuration and maintenance.• Manage transition to upgraded VoIP solution. Test and turn up of new circuits and routers.• Train office staff and provide end user support for web applications.

Billings, Montana, United States

• Network Operations Center data technician. Testing, troubleshooting ISP circuits. Working knowledge of Cisco and Juniper router command lines.• Initiated trouble tickets, issue reports and execute problem solving strategies toward successful resolution. Effective escalation on customer's behalf within Level 3 and carriers, consistently resulting in meeting or exceeding customer service level agreements.• Customer Care Specialist, creation of residential customer accounts, performed product maintenance including creation of tollfree numbers, calling cards and switched ANI's. Invoicing and dispute resolution.• Teleconferencing support, proficient in providing live technical assistance and billing inquiries for enterprise conferencing customers.• FCC reporting. Time sensitive monitoring, reporting to FCC of major network outages critical to national telecommunications infrastructure.

Associate Of Arts (Aa), General Studies

Course - Networking And Routing

Course - Introduction To Sql

Course - Understanding Python