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

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.

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

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