Michael Didonna Email & Phone Number

Hauppauge NY

• Direct management and oversight of the service providing staff, as well as all process and procedures in the SMC 24/7 environment.
• Manage daily support resources to minimize resource strain to ensure customer/contractual commitments are met
• Monitoring employee development, mentoring, and coaching staff towards the goal of optimizing procedures to better serve our customers
• Highly adept at analyzing and organizing data to support business decisions and drive process improvement
• Natural team leader who can motivate and encourage personal development
• Team building and creating a positive work environment through clear and effective communication.

Hauppauge, NY 11788

• Service Management Agent (SMA) will assist with the quickest and most efficient resolution of all events impacting our customers operations.
• Provide non-technical/technical guidance and assistance as requested while simultaneously providing, “Cradle to Grave” oversight of the entire trouble management flow.
• Will be embedded in project roll out efforts to ensure success and timely completion is achieved. This oversight ensures customer expectations are exceeded and support model obligations are surpassed.

Hauppauge, NY

Monitoring and Escalating all incidents within Citibank concerning branches, servers, ATM's, workstations and applications.Incident Management for Sev 1 and Sev 2 issuesWorking in a 24\7 environment for monitoring of Citibank sites concerning server and site health Responding to all incoming calls regarding issues at Citibank\ATM sites including server.

• Desktop Team Lead for Shoreham\Wading River (SWR) School District PC and Infrastructure upgrade
• Responsible for all phases of service, network connectivity, and Altiris imaging (both Unicast and PXE) of all PC’s throughout the SWR School District
• Providing Desktop documentation to project manager assisting in future phases of upgrades

Responsible for supporting all NYC business technologies and users across the brands within Charming Shoppes. Technologies included all types of business software, multiple OS's, and various PC/Mac/Server hardware as well as Video Conferencing. Duties also included user, file, and print server administration. Server and UPS maintenance included.

• Set up and deployed including end user systems on a multi-platformed domain environment
• Supported over 3000 users on various incarnations of Windows, Linux, and OSX
• Resolved issues relating to domain connectivity, cross-platform compatibility, Active Directory (using NetIQ), hardware, and cyber-security issues.
• Configuration of user accounts on the domain, as well as data management

• Provided Level II support for all Cablevision Optimum Online products to customers via telephone
• Responsible for specialized Optimum Online Boost support
• Troubleshooting via remote management on home users PC’s

• Advanced troubleshooting of issues unresolved by PC Support Specialists
• Installation of new hardware and software on both PC and Macintosh.
• Build and maintain PC images (Windows 2000 and XP) for the Limited Brands Technology Services
• Member of the MS Office development and deployment team (supported 6000 systems)
• Project Leader for hardware refresh – Analysis of existing systems & recommendations for upgrades &/or replacements
• Executive Support and customer relations for high profile clients of Limited Brands

• Worked under contract with Limited Technology Services supporting 300 Windows and Mac users throughout three separate environments of the VSB Business
• Worked with Limited IT team streamlining processes and rollouts which led to eventual hire by LimitedBrands

• Responsible for all activities in the Natural Gas trading division on the NYMEX trading floor
• Execution of trades, providing customers with market information and various analysis charts, monthly billing and totals
• Delegation of staff responsibilities, work schedules and hiring were also included

Mcp, Microsoft Certified Technician

Activities and Societies: • COMP-TIA A+ Certified • Completed Windows 2000 TrainingMicrosoft Windows 2000 Training, 9/00 – 1/01.

Education record

Specialized in Microsoft Netowrk Administration training