Michael Griffith Email & Phone Number

• Supervised and managed a team of 6 technicians providing training, guidance, technical instruction and support. Collaborated with the team to develop an above and beyond approach to customer service needed to provide.
• Conducted performance appraisals and ensured employee morale was high and the department environment was thriving.
• First point of contact for customer support. Oversaw inbound client support calls for specific managed service products and high profile managed services.
• Maintained daily, weekly and long-term work plan to ensure that goals were met and improvements were made.
• Implemented and maintained key performance incident management structure.
• Interacted with remote and field support teams to provide efficient and positive workflows.

Pennsylvania, United States

• Supervised and managed a team of 10 technicians in a managed hosting data center environment. Provided training, guidance, technical training and support. Trained new hires. Supported my team with good judgment.
• Conducted performance appraisals and ensured employee morale was high and the department environment was thriving.
• First point of contact for escalated issues from team members on shift. Oversaw inbound client support calls for specific root causes.
• Interfaced with clients, peers and management in a professional manner with consistency.
• Maintained daily, weekly and long-term work plan to ensure that goals were met and improvements were made.
• Implemented and maintained key performance incident management structure.

• Monitored a thousand plus Clients’ and Services on SevOne, EM7 monitoring software to actively resolve issues as they immediately occurred to ensure 99% uptime.
• Installed, configured, and administered virtual and physical servers for Clients at Valley Forge Data Center.
• Administered and monitored network devices such as SonicWALL, Barracuda (Web Filter, Spam Filter, and Archiver), FortiGate, and Cisco iOS Hardware devices.
• Configured and administered server services such as; Active Directory, Exchange, DHCP, DNS, File Management, Print Server, and License Servers.
• Designed and implemented an Active Directory structure which provided granular Group Policy Management.
• Managed Endpoint Security and Backups with Symantec Endpoint Protection, and CommVault.

West Chester, Pennsylvania

this is a business that I started while between jobs. i did my own sales and marketing and did ok for myself. moved back to IT when Real Estate market dropped.