Michael Winchester Email and Phone Number

• Provide support for all users at the Hopewell location• Managed new devices for new users• Participated in upgrading systems to Windows 11 throughout the environment. • Assisted in managing several servers at the Hopewell location.

• Manages multiple IT projects.• Manages HIPAA compliant computing environment.• Manages multiple business relationships throughout HIPAA compliant environment.• Facilitate client facing technical assistance utilizing cutting edge collaboration technologies.• Maintains awareness of evolving industry and regulatory trends within HIPPA environment.• Manages help desk ticketing system.• Schedule, plan and conduct meetings to fulfill client business requirements.• Mentor and train new analyst to understand team project roles and responsibilities.

• Developed an incident management documentation process for incident reports. • Managed incident resolution process from detection to successful mitigation.• Managed and facilitated High Severity Incident Bridges.• Coordinated with project managers, executive management and QA analyst.• Planned and coordinated all the activities required to perform, monitor, and report on the process of incidents.• Communicated with the Incident Process Owner.• Point of contact for all Major Incidents.• Championed and implemented the "Incident Management" process and reported outcomes to senior management.• Monitored the Incident Management process to ensure that Service Level Agreement were met.• Monitor all incidents throughout banking environment.• Identified, initiated, scheduled and conducted incident reviews.• Ensured the closure of all resolved and end-user confirmed Incident records.• Provided guidance to the Incident Process Coordinators.• Established continuous process improvement cycles to measure performance, activities, roles and responsibilities, policies, procedures and supporting technology throughout banking environment.

• Coordinated all logistics requirements including the shipping, receiving, and distribution of computer parts• Organized and prioritized service calls to meet overall needs of customers throughout the Henrico County Public School System.• Utilized software programs to diagnose hardware malfunctions and replace hardware components.

Served as an Infantrymen for twenty years in the United States Army. During this time in the military i held many different positions with different responsibilities. Many of the traits that I learned included teamwork, leadership, flexibility and attention to detail. These are the same traits that I tried to instill in the soldiers that I supervised through out my military career.