Michael Shives Email & Phone Number

Washington, District Of Columbia, United States

Bethesda, MD

• Orchestrated all aspects of IT operational services for 60 remote offices, 131 buildings, and 24 parking garages.
• Provided senior-level project management, and technical leadership over enterprise projects.
• Led property acquisitions and dispositions, including coordinating vendor surveys, on-site support, contract assumptions and transfers, and procuring network equipment and computers.
• Managed environmental and operational controls network for 24/7 VNO/CES Tenant Service Center, Parking Service Center, and Security Operations Center, ensuring continuous availability of critical systems.
• Upgraded end-of-life telephone systems with hosted VoIP solutions at 13 management offices, reducing telecommunication costs by 50%.
• Launched 12 new automated parking garages linked with 24/7 Parking Service Center.

Arlington, VA

• Promoted to manage all aspects of IT operational services for 28 remote offices, 94 buildings, and 12 parking garages.
• Led with vision to ramp up state-of-the-art IT division and deliver major modifications to foundational IT infrastructure and operations platforms during period of change. Spearheaded division-wide network, operations.
• Supervised 24/7 Tier 2 & 3 desktop support.
• Controlled IT budget and procurement.
• Managed addition of 6 new parking garages with fully automated parking access revenue control systems linked to 24/7 Parking Service Center network, ensuring continuous availability of critical systems.
• Coordinated on-time IT build-out of new residential property, The Bartlett (Arlington's largest single apartment building with 2 towers and 23 stories), including ISP contract negotiations, capacity planning, and.

Arlington, VA

• Provided senior leadership to Help Desk team supporting 400+ customers on all hardware, software, printing, and network connectivity issues via email, walk-in, phone, onsite, and remote service. Aligned support center.
• Initiated focus on total ownership of tickets to improve client service/relationships and resolution metrics.
• Strengthened team competencies and performance with knowledge sharing.
• Assisted IT Division Manager on IT projects.
• Resolved the highest number of trouble tickets in division each month and managed escalations from IT analysts.

Vienna, VA

• Operated world-class Help Desk to exceed SLAs and customer satisfaction ratings, supporting up to 350 customers.
• Steered team to meet short deadlines in dynamic, fast-paced environment. Invigorated position by elevating expectations with proactive customer focus and ownership to successfully support headquarter IT needs and.
• Implemented total contact ownership, which improved troubleshooting and escalation as well as relations with IT team.
• Deployed IT resources to remote educational programs nationally and abroad (China), managing all logistics and assets. Planned and managed IT services for 80-90 summer interns, creating individual accounts and.
• Upgraded TrackIT! Ticketing system 2X, migrating database and redesigning system to meet Help Desk requirements.
• Promoted to IT Operations Director the last 3 months and drove efficiency during period of business challenges.

• Served as Team Lead providing Tier 2 desktop support services to 180 users of the US Army Rapid Equipping Force.
• Met all support service SLAs providing phone, remote, and desk-side support for PC hardware, Windows OS, applications, and network connectivity issues. Advised and worked with customer Information Management Officers.

• Managed US Army call center providing worldwide support to 2500+ users on 24/7 basis.
• Transformed 3-person help desk to 13-person 24/7 support center for the Transportation Information System at Fort Belvoir. Developed metric analysis reports, SOPs and workflow processes, and customer satisfaction.
• Improved Help Desk performance to meet "impossible" SLAs in fluid, fast-paced setting, supporting 1500 calls on average per month. Hired 12 technical support analysts to fully staff operations. Developed new-hire.

• Managed team providing Tier 2 desktop support to 2400+ users for the US Army Medical Information Systems & Services Agency (USAMISSA) Medical Research & Material Command (MRMC).
• Consistently met all SLAs and upheld top client satisfaction.

• Transformed poorly operating Help Desk into a friendly, proficient IT Support Center supporting 600 customers.
• Improved call tracking, restored client confidence, and bolstered team morale.
• Interacted daily with senior management. Promoted from prior position as PC Applications Specialist on SSA's USDA contract (2000-2001).