Michael Woomer Email & Phone Number

Manipal Education Americas (MEA LLC) is a global education company headquartered in New York. This fast-paced company features a windows-based operating environment, a CISCO network, Palo Alto Firewall and an Avaya phone System. As the IT support specialist, I managed an AVAYA telephone system implementation, assisted in a Cisco to Palo Alto firewall migration and manage the day to day technology needs of a very busy office.ϖ Successfully transitioned legacy Cisco Firewall to Palo Alto Firewall. Employed a parallel approach until switch over providing zero downtime during the migration. Also, managed, maintained, configured extended features, updated and added new security policies and configured HA failover.ϖ Managed and administered a major Avaya Phone system upgrade from PBX to endpoint. My accomplishments included; Implementing software to streamline service including Avaya IPOCC, Avaya OneX mobile, Set up call recording management search and replay, call reporting software improving overall productivity and giving Supervisors more insight on employee efficiency.ϖ Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware as well as all mobile devices for Corporate office and remote employees.ϖ Established and Maintained documentation of all Employee entry forms, exit forms, and equipment request forms kept in both hard copy and digital.ϖ Trains Users with various programs and software, created training manuals, and How-to guides.ϖ Administers Zendesk Ticketing system, assigned tickets to Agents, Created Agents, Groups, Brands, and Triggers as well as providing an immediate first response and Follow up with users to ensure issue had been resolved. Documented all tasks completed.ϖ Veriato 360 Employee monitoring software admin.ϖ Implemented and oversaw E-waste management providing a return to the company rather than paying someone to dispose of antiquated equipment.