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 optimal managed services to our managed service clients. Supported the team with good judgment decisions during high pressure situations.• 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 decisions during high pressure situations.• 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.• Interacted with remote and field support teams to provide efficient and positive workflows.

• 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.• Provided Desktop Support for over 800 TierPoint employees and over 1000 clients nationwide.• Responsible for NUUO & QNAP DVR Security Camera’s for Audit Purposes.• Performed software troubleshooting for, but not limited to, Microsoft Office (2007, 2010, 2013), Acrobat, Java, Flash, and Web Browsers.• Provided VPN support for remote employees.• Monitored the client data centers & facilities, Leibert A/C units, power distribution modules, and diesel generators.

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.