Michael Gonzalez Email & Phone Number

Head of Support Services managing a 24/7/365 Support Center responsible for Internal & External clients• Extremely high-stress support desk dealing with: 2 separate divisional products, 10 mission critical environments, 3 tier levels of support coverage• Ensure day-to-day operations run smoothly and accurately• Proven track record of grooming and mentoring junior team members into key staff contributors• Reputation for handling and turning around difficult client situation• Accountable for all client communication, especially top tier sensitive clients• Deliver Internal and External KPIs to Senior Management and Client stakeholders• Gather data and prepare reports to measure the effectiveness of our service and support activities as required by management• Track trends and activities of the team in order to assess and identify opportunities for automation and optimization• Contribute to automation of common support functions to improve resiliency of the production environments and efficiency of the Production Support team• Coordinate production platform upgrades with the Development and Infrastructure teams• Support disaster recovery environments and contribute to DR exercises

Supervised computer operations department responsible for monitoring and processing overnight batch for medical insurance claims, laboratory billing, and appoinment scheduling.• Implemented operational efficiencies for monitoring daily workflow.• Developed procedures and provided training for operators. • Maintained audit controls, including data collection, control descriptions and procedures.• Performed departmental testing for system upgrades including connectivity to applications and interfaces, which resulted in an accurate and timely upgrade.

Provides expert support to SunGard's computer operations department, managing platform migration projects and troubleshooting complex technical issues.• Seamlessly managed and completed Investar and InvestOne migration projects within 6 months.• Developed procedures and provided in depth training for operators located in Pune, India and New Jersey for SunGard's Asset Arena Investment Agency (AAIA) and Asset Arena Transfer Agency (AATA).• Quickly prepared Pune operators for the migration of AATA and AAIA weekend operation responsibilities.• Performed efficient testing and subsequent problem resolution of Pune operations including connectivity to applications and proper weekend call routing, which resulted in an efficient, cost effective and prompt migration.

Managed a 24/7 operations department including a staff of computer operators responsible for monitoring and processing SunGard's financial products, IMpower, Xamin and InvestOne, for over 100 clients.• Maintained SAS70 controls, including data collection, control descriptions and control testing.• Created a highly productive work environment resulting in high levels of team morale and client satisfaction, through continuous staff training, mentoring and development; and encouraging and recognizing the team for process improvements.• Instituted operational efficiencies for monitoring operations and handling critical issues.• Transformed a cumbersome operation schedule book into client based critical path/schedule sheets, enabling operators to identify and monitor job checkpoints, thus stabilizing the overall operation.• Actively maintained productive and collaborative relationships with various internal departments, including networking, technical services, scheduling, and client services.• Created, implemented, and tested a successful operations department BCP.• Developed and implemented continuous improvements and best practices resulting in the delivery of consistent quality output and operational efficiencies.

Supervised a staff of seven operators responsible for 24/7 monitoring, analyzing and troubleshooting SunGard’s product systems operations.• Innate ability to troubleshoot and resolve operation issues, exhibiting a keen understanding of potential consequences and risks for other client processing needs and schedules.• Recognized for delivering superior customer service and possessing a high level of initiative for learning new technologies and imparting same to the staff.• Efficiently managed internal ticket process, resulting in same day resolutions.• Quick escalation and effective communication of critical hardware and software issues.

Supervised a night shift of two operators responsible for monitoring, analyzing and troubleshooting SunGard’s nightly processing.• Introduced new detailed documentation for operator and user support.• Improved customer satisfaction by developing and maintaining computer operations Best Practices documentation.• Collaborated with Operations Manager to create a new and more productive work schedule, resulting in optimal resource utilization.

• Monitored the On-Line systems, and all other system applications; diagnosed problems and identified them for corrective action.• Ensured all data transmissions were successful in and out of the Data Center.• Appointed as alternate Shift Leader in the absence of the Shift Supervisor.