Michael Wesson Ii Email & Phone Number

Completed acquisition and transition tasks and IT deliverables of migration tasks of a full integration of a start-up company being acquired as GDC; acquired by LSEG in June 2022.Led effort to define and implement application monitoring program as well as 24x7 Level 2 - 3 support processes for customer responsiveness and availability of Worldview platform logs underlying cloud infrastructure and third-party data sources via Data Dog application.Contributed as key member of quality assurance (QA) team in developing a testing framework, both manual and automated, within Digital Identity and Fraud (DI&F) organization to incorporate a proper testing practice for each application owned while establishing SOAP and REST API Postman Test collections for application services for products owned by the organization.

Raleigh, North Carolina, United States

Executed Java and Python code changes and enhancements for internal applications via branch and merge request via GitLab and Bit Bucket.Managed internal IT helpdesk, including programs and processes, third-party vendor relationships, performance, and assisting with and leading security deliverables, audit tasks, and roadmap.Led effort to define and implement application monitoring program as well as 24x7 Level 2 - 3 support processes for customer responsiveness and availability of Worldview platform logs underlying cloud infrastructure and third-party data sources via Data Dog application.

Morrisville, North Carolina, United States

Managed team of 40+ employees while exhibiting managerial support and trained new and current employees to guide on proper service desk procedures and customer service processes for handling and resolving issues.Provided administrative support, including hiring and training, timekeeping, staff scheduling, and team performance.Conducted QA on completed tickets each week, providing data for metrics and quality control for standard measures.

Morrisville, North Carolina, United States

Delivered expert technical software, hardware, and network problem resolutions to analysts by performing question / problem diagnosis and guiding users through step-by-step solutions and on proper service desk procedures and customer service expectations.Developed Epic Hyperspace training materials and user guides for analysts to use for proper facilitation and resolution of clinical application issues for supporting nurses, doctors, and other end users.

Durham, North Carolina, United States

Integrated ServiceNow platform chatbot, shortening ticket resolution time 15% by streamlining information requirements for tickets by eliminating unnecessary ServiceNow templates, improving efficiency, and reducing customer wait times.Participated in and led technical escalation of IT and clinical issues (Epic Hyperspace Ambulatory and Inpatient SME) when triaged upwards to Level 2, collaborating with both application and operational teams through systems analysis, diagnosis, troubleshooting, performance analysis, and resolution.

Durham, North Carolina, United States

Deployed IT alerts with director approval for Priority Level 1 escalations and notifying customer base and technical teams of widespread outages of critical systems throughout the health system. Worked with support teams in ensuring applications were functional and shared communication on reports across Duke locations in reference to known issues.Partnered with operations center analyst in tracking and troubleshooting of Service Operations Center monitored services, including infrastructure, networks, applications, and web services to determine incident impacts and escalation measures.Created clear, concise, and informative knowledge articles for internal IT analysts, ensuring compliance with ITIL framework by implementing standardized ticketing procedures within ServiceNow environment.

Morrisville, North Carolina, United States

Supported and maintained office servers (file print, database, and domain servers (Dell)), physical device (laptop) and office support, and network infrastructure (Cisco Switches; Avaya Router) and created daily backup tape maintenance on domain servers via Symantec Backup Exec 2014.Served as security point of contact for ESRD National Coordinating Center location to implement FISMA and Center for Medicaid and Medicare Services (CMS) security policies, ensuring the building was following HIPAA standards.Developed ESRD NCC Business Contingency and Continuity Plan, System Security Plan, and Emergency Management Specific Procedures (fire evacuation and natural disaster), meeting contractual deliverables and HIPAA requirements.

Durham, North Carolina, United States

Insured user access requests in all support queues for over 400 applications and databases to ensure request are completed within the documented Service Level Agreement(s).Supported PWI by providing access administration across multiple platforms (e.g. Mainframe-Top Secret, Sybase application, Oracle, client-server & web-based).Worked with Novell Secure Single Sign-On and Active Directory in regards to New Investor Centers Openings and Investor Center troubleshooting for all 175 current investor centers and New Hire classes for new associates.Adhered to Fidelity Investments/PWI Information Security policies and guidelines pertaining to access administration.

Dubuque, Iowa, United States

Maintained the Anti-Virus and Personal Firewall infrastructure for IBM’s customers. This included insuring the compliance and currency of the software version as well as the anti-virus definitions.Worked closely with System Administrators, Network Administrators, Desktop Support, and Help Desk to ensure policies were being followed and appropriate steps were taken to protect the customer’s infrastructure.Provided 3rd level expertise to support groups and clients’ to assist and resolve any non-standard anti-virus issue using Symantec EndPoint Protection, TrendMicro, and McAfee ePO.Responded to, and remediated virus infections and/or outbreaks in the clients’ environment.Granted URL filtering support to clients’ regarding breaks fixes, http/https permissions, and policy changes to their mainframe and users using Websense, Surf Control, and NiSource software. Monitored the AV Console and provide current reports to System Administrator and Desktop Support Personnel. Also provided instruction as to specific actions needed to remediate gaps identified on the reports.

Washington, District Of Columbia, United States

Closed and resolved Remedy help desk tickets for employee.Worked within the Firewall to identify log-in addresses and granted access for over 60,000 users.Assisted with the completion of forms related to the internal processes for Sarbanes Oxley compliance.Attended weekly staff meetings, company-wide conference calls, and product demonstrations.Performed daily organizational duties as assigned or required by the XM Satellite Radio IT Compliance team.Worked with company during the merger with Sirius Satellite Radio in the Summer ’08.

Bachelors Of Science, Computer Information Systems And Decision Sciences

Activities and Societies: Black Data Processors Association (BDPA)

Master’S Degree (In Progress), Management Information Systems, General