Michael D. Email & Phone Number

United States

Remote

Pleasanton, California, United States

Support System Engineer responsible for installation, implementation, and support of a leading edge identity access and risk management software suite. This includes consulting with customers both remotely and on-site to design a strategic plan to reduce the manual process of on-boarding and off-boarding of employees within a customer's enterprise, reduce or eliminate password reset calls to the service desk, and assist with audit compliance and risk management by implementing the Avatier Identity Managment Suite and Compliance Auditor products.Provide world class customer service to new and existing customers via phone or email support.Other tasks include QA of the product before making it generally available to our customers and work closely with development to submit issues and system enhancements.

Seneca Gaming Corporation

Information Security Engineer with the direction of implementing an automated identity and access software suite. This entailed having to pre-plan and stand up the software necessary to implement this suite, worked intricately with the vendor to develop the connections necessary to facilitate communication between the multiple applications and the software suite, test and develop in a UAT environment before moving to a production environment. Engineered and implemented a password self-service tool that will allow the end-user to reset their own passwords using the identity and access suite without having to contact the helpdesk. Create user documentation and email communication for the end-user. Worked with other departments as needed to help unify user information across multiple disparate systems.

Rochester, Ny

Responsibilities include on-boarding new hires and creating the system access designated for the specific role. Work from an assigned queue modifying existing or granting new access for users to various systems within the defined service level agreements. Perform monthly and quarterly audits to ensure Sarbanes-Oxley compliancy. Complete assigned projects as necessary with the introduction of new systems or on boarding a large new hire group. Secondary contact for internal customers and functional workgroups within the Information Services organization. Provided 24x7 on call support on a rotational schedule for the multiple functional groups with the Frontier footprint.

Rochester, New York Area

Provide first call resolution to an internal user base of 5000+ employees within the set metrics of the service desk. Determine if issue need to be escalated to outside departments and dispatched call accordingly. Update and maintain troubleshooting documentation within the service desk knowledge base. Provide 24x7 on call support on a rotational schedule for the entire internal user base within the Frontier footprint. Manage crisis and incident outages and assist with determining the root cause of the effected system. Trained and developed necessary skills set needed for new reps taking inbound trouble calls. Take inbound trouble calls and provide first call resolution while supporting over 80+ systems within the company footprint

Rochester, New York Area

Assist the team with the ramping up for the future acquisition of Verizon properties. Assisted with the Win2k/WinXp upgrade initiative including imaging new PC’s and laptops and asset inventory tracking. Assist with daily break fix calls for both on-site support and remote users throughout the Frontier properties