Michael Burnett Email & Phone Number

San Francisco, Ca, Us

Seattle, Wa, Us

Provide critical program and production support within the Digital Marketing Automation Center of Excellence at the University of Washington as part of the Information Management department. Guide and support partners throughout all three campuses in the use of digital engagement solutions.• Consult on audience targeting subscription preferences, coordinating email campaigns between Marketo and Cvent to achieve event engagement.• Planning and consultation includes strategies and tactics to achieve messaging precision and efficiency using scripting and/or custom object data in conjunction with static and dynamic lists.• Create and maintain static lists, configure email audience smart lists, and facilitate end users' custom data for personalization needs.• Create online event sites according to the specified needs for more sophisticated events.• Assist Project Management Team on SharePoint Migration Project, helping to manage group permissions and assess pre-check results of folder scans.

Austin, Tx, Us

• Implemented and supported Microsoft cloud technologies and services such as MS Teams and SharePoint online.• Performed administrative maintenance on the Microsoft 365 tenant to ensure proper license and rights allocations.• Supported and built Intranet/Extranet sites for departments, custom applications and internal corporate site on SharePoint online. Manage SharePoint upgrades, security, records center, and overall SharePoint infrastructure. • Implemented, managed, and supported desktop and Software as a Service (SaaS) application systems. • Configured and developed applications, custom processes, functionality, reports, queries, interfaces, and system integration in support of business needs. • Ensured data integrity within systems owned. Understand data relationships, resolving data and interface issues.• Provided support and assisted leadership in proactively setting up and managing systems in excellent working condition through implementation and monitoring of alerts, regular maintenance activities, performance tuning, software updates and patches.

Austin, Tx, Us

• ServiceNow Administrator, responsible for the administration, development, documentation and technical support of the platform.• Deployed applications and images to workstations via Microsoft System Center 2012 Configuration Manager (SCCM).• Managed user accounts in Duo Security, our Two-Factor Authentication service• Provided mailbox administration for Office 365 using Exchange 2016 and PowerShell. • Developed, maintained, and enforced operating and maintenance standards and procedures pertaining to operations technology

Austin, Tx, Us

• Administered Active Directory Accounts for all agency personnel and contractors, including creating new user accounts, updating security group permissions, performing password resets and account unlocks.• Performed root cause analysis and repair of escalated technical issues and trends; assisting team members as needed to resolve advanced technical issues.• Ensured that service level agreements are met.• Participated in 24x7 on-call rotations for after-hour support.

Austin, Texas, Us

• Supported end users as part of an email migration project for 12,000 employees across 15 sites.• Resolved and managed Remedy trouble tickets to meet Service Level Agreements. • Provided customer facing support to Senior Leadership Team (SLTs); verified Exchange and configured personal preferences in Outlook• Utilized Citrix Management Console to remotely assist end users

• Provided remote support for Microsoft Office 2003/2007 suites and financial applications. • Utilized Citrix Access Management Console to actively monitor and manage user sessions• Identified and helped correct system wide outages, performed backups, and re-imaged PCs• Managed Group Policy and DNS objects in Active Directory.• Provided 24/7 on-call technical support to ensure system availability. • Tested changes in QA environment prior to production• Supported systems running Windows XP and Windows NT 2000/2003• Created new and administered existing accounts in RightFax Enterprise Fax Manager.• Participated in Business Continuity/Disaster Recovery exercises.• Familiar with the Software Development Life Cycle (SDLC).

Blue Bell, Pennsylvania, Us

• Primary focus was to promote the rapid restoration of IT services based on the ITIL framework• Provided error detection and control, trending, charting, data analysis and reporting• Communicated and posted high level outages, providing proactive follow-up and maintaining awareness through resolution, utilizing my knowledge of hardware systems and networking skills to communicate effectively• Implemented new accounts, overseeing the creation of processes necessary to provide support, as well as the creation of automated notifications to assist in proactive follow-up of known issues• Liaison between support engineers and the client, ensuring incidents are resolved in a timely manner, adhering to strict Service Level Agreements (SLAs)

Redmond, Washington, Us

• Responsible for escalations and resolution of all servers and installed core technology • Provided web-based support, using internal tools and processes to monitor and troubleshoot mission critical applications on front-end and back-end servers in a 24x7x365 high availability production environment• Monitored and recognized network dependencies and hardware-related issues, failing over to redundant systems in a clustered environment to ensure live-site availability• Ran automated scripts to perform corrective actions on servers, i.e. cycling IIS and smoke testing web servers• Modified/executed pre-written SQL queries and automated tests for analysis and troubleshooting purposes