Michael Waldrop Email & Phone Number

Coral Gables, Florida, Us

Fort Lauderdale, Florida, Us

• Manage and monitor all installed systems and infrastructure on numerous MSP client networks and environments, ranging from very small (3 workstations) to very large (400+ workstations)• Participate in 1st, 2nd and 3rd level support both on-site and remote• Install, configure, test and maintain operating systems, application software and system management tools• Work with external vendors and manage in-house IT staff to provide resolutions and minimize downtime• Participate in Office 365 migrations. Execute hardware and software upgrades as needed or scheduled, including emergency roll outs

Carmel, Indiana, Us

• Responsible for managing the daily technology needs for office end users and assisted in the technology build out of a new office location• Managed the processing of incoming requests to the Help Desk via walk-ins, telephone and email to ensure courteous, timely, and effective resolution of end user issues• Guided team to improvement from 72% to over 90% in the 48 hour open to close/resolution rate of support tickets• Mentored direct reports and oversaw the development, implementation, and administration of help desk staff training procedures and policies• Coordinated and/or performed hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications• Collaborated with other department heads to identify IT needs and develop IT systems and services to resolve ongoing concerns• Utilized software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution• Recommended, developed and implemented end user training programs to increase computer literacy and self-sufficiency• Conducted research on emerging products, services and standards in support of help desk efforts• Liaised with vendors for the procurement of new systems technologies, oversaw installation, and resolved adaptation issues • Managed external resources to support network switching, routing servers and storage• Participated in the production of monthly reports on KPI’s, Service Level Agreements, projects and service improvements initiatives• Maintained asset management of hardware and software licensing as well as procurement• Led daily team meetings to address ongoing concerns and improve teamwork and communication• Ensured that staffing levels are maintained in order to meet the needs of the business• Strong delivery-focused approach and passion for outstanding customer service• Completed special projects as requested by upper management

Tampa, Florida, Us

Researched and replicated sales systems from preHIRED’s Science-Based Sales℠ methodology. This industry leading training covers every aspect of the sales development process including:✓ Prospection to generate high quantity & quality of sales leads✓ Qualification to ensure a symbiotic alignment between buyer and seller✓ Discovery to dive deep into goals, challenges and solutions✓ Advisory to uncover value/insight, create urgency, remove barriers and close deals ✓ Science-Based Sales℠ messaging for calls, meetings/demos, social media & emails✓ Use of multiple CRMs for lead generation, sales automation and productivity tools✓ CRMs - Hubspot, Salesforce, Prosperworks/Copper, Pipedrive, Base CRM✓ Lead Gen - LinkedIn, Zoominfo, Crunchbase, Prospect.io✓ Automation - Interseller, Outreach.io, Salesloft, Reply.io✓ Productivity - Calendly, Zoom, Join.me, GoToMeeting

Paris, Fr

• Network administration and monitoring in a Microsoft Windows server environment• Active Directory User administration including all new user hires, terminations and transfers• Windows Server installation, configuration and monitoring• Maintained upgrades and monitored all server and internal infrastructure equipment• Designed and implemented a server backup solution to safeguard all data utilizing Backup Exec• Managed a team of support technicians using Helpdesk support software to provide excellent customer service• Responsible for the procurement of hardware, software as well as IT consumables and supplies• Created all new user accounts within SAP and completed SAP transports in a 3 SAN environment• Managed internal techs and external vendors to complete multiple workstation/laptop deployments• Led a team in the physical migration of the entire company from one building to another, this included the setup of a new NOC, cabling, as well as all network workstations, printers and network connectivity

Ft. Lauderdale, Florida, Us

Managed a technology team in Europe tasked with the installation of interactive TV on cruise ships (Royal Caribbean/Celebrity Cruises)

• Maintained and performed security updates and upgrades on all servers.• Identified, diagnosed and repaired/upgraded all workstations, laptops and printers. • New user creation and workstation configuration and setup/deployment. • Promoted to Network Administrator and Exchange Administrator. • Responsible for IT procurement