Mike Griffin Email & Phone Number

Rochester, New York, United States

• Organizing, grooming, and resolving a 4k+ ticket backlog• Streamlining core daily tasks, services setup, and troubleshooting processes through documentation• Reorganizing and cross-training adjacent IT teams• Rebuilding and modernizing over 200 servers• Integrating Infrastructure as Code (IaC) framework• Promoting an Automate Everything mindset• Transitioning from Avaya PBX to Ring Central, and migrating from Google Workspaces to Microsoft 365• Implementing Pager… Show more • Organizing, grooming, and resolving a 4k+ ticket backlog• Streamlining core daily tasks, services setup, and troubleshooting processes through documentation• Reorganizing and cross-training adjacent IT teams• Rebuilding and modernizing over 200 servers• Integrating Infrastructure as Code (IaC) framework• Promoting an Automate Everything mindset• Transitioning from Avaya PBX to Ring Central, and migrating from Google Workspaces to Microsoft 365• Implementing Pager Duty for incident management• Advocating for the adoption and utilization of nonprofit tools and TechSoup resources• Developing and implementing a Bridges program for employee training and career advancement• Introducing LinkedIn Learning for all employees Show less

Rochester, New York, United States

• Directing and managing a Network Operations Center (NOC) team• Developing comprehensive training materials and documentation• Troubleshooting network and client connection issues• Addressing technical and hardware problems• Managing Active Directory / Domain Controller systems• Overseeing Help Desk operations and ticket management

Rochester, New York, United States

• Managing the NOC team and providing training and documentation• Troubleshooting network, client connections, and hardware issues• Supervising Active Directory / Domain Controller management• Overseeing Help Desk operations and ticket management• Establishing process documentation

Rochester, New York, United States

• Troubleshooting network, client connections, and hardware issues• Managing Active Directory / Domain Controller systems• Operating Help Desk functions and ticket management• Documenting processes for efficiency and knowledge sharing

Rochester, New York, United States

• Performed feature, function, stability, and regression testing on new features• Documented and maintained records of regression tests completed• Reviewed requirement documents and functional specifications, attended review meetings• Managed requirements and defects and created test plans from developer-provided user stories• Developed test cases to meet requirements and implemented the testing• Worked with service teams and application teams to integrate automated tests… Show more • Performed feature, function, stability, and regression testing on new features• Documented and maintained records of regression tests completed• Reviewed requirement documents and functional specifications, attended review meetings• Managed requirements and defects and created test plans from developer-provided user stories• Developed test cases to meet requirements and implemented the testing• Worked with service teams and application teams to integrate automated tests into common test automation frameworks• Provided support for test framework when needed• Analyzed project documentation, functional requirements, and unit/integration test plans to ensure testability• Excelled in fast-paced Agile and Waterfall environments Show less

Rochester, New York, United States

• Identified operational abnormalities by monitoring alerts, conducting log investigations, and analyzing system performance metrics• Integrated systems engineering process improvements to ensure timely completion of contract and organizational deliverables• Assessed and ensured conformance to architectural standards and implementation of these standards on enterprise assets• Prepared functional and technical design documents, made them available via team wikis• Planned and… Show more • Identified operational abnormalities by monitoring alerts, conducting log investigations, and analyzing system performance metrics• Integrated systems engineering process improvements to ensure timely completion of contract and organizational deliverables• Assessed and ensured conformance to architectural standards and implementation of these standards on enterprise assets• Prepared functional and technical design documents, made them available via team wikis• Planned and scheduled development activities• Provided operational support by troubleshooting and updating scripting, and automation routines, as well as maintaining puppet code/changes• Coordinated research and implementation of application installation, software upgrades, and development of standard operating procedures and policies• Performed back-end upgrades, patches, restarts, maintenances, updates, and upgrades to Linux and Windows operating systems Show less

Rochester, New York Area

• Responsible for incident management, change requests, and updates using Salesforce platform• Participated in multiple security audits and compliance projects involving cross-functional teams• Monitored project activities, ensuring meeting of time, cost, and performance parameters within the scheduled timeline and budget• Determined problem severity, troubleshooting, resolving, or referring to appropriate technical staff to determine root cause analysis and correction•… Show more • Responsible for incident management, change requests, and updates using Salesforce platform• Participated in multiple security audits and compliance projects involving cross-functional teams• Monitored project activities, ensuring meeting of time, cost, and performance parameters within the scheduled timeline and budget• Determined problem severity, troubleshooting, resolving, or referring to appropriate technical staff to determine root cause analysis and correction• Participated in identifying and implementing new operational tools and processes for improved efficiency• Performed inspections, preventative maintenance programs, and repairs to ensure the optimal performance and maximum life of organizational infrastructure Show less

• Monitored and acted on Omi and Nagios-generated alerts, troubleshooting client’s network equipment and connections• Proactively standardized network device configurations for efficient troubleshooting procedures and education on network topology• Configured routers, switches, wireless AP's, and WLAN controllers using Cisco/HP hardware• Created Salesforce reports and dashboards for better tracking of team performance and workload balancing• Coordinated activities between… Show more • Monitored and acted on Omi and Nagios-generated alerts, troubleshooting client’s network equipment and connections• Proactively standardized network device configurations for efficient troubleshooting procedures and education on network topology• Configured routers, switches, wireless AP's, and WLAN controllers using Cisco/HP hardware• Created Salesforce reports and dashboards for better tracking of team performance and workload balancing• Coordinated activities between technicians, engineers, and vendors, documenting completed actions to restore expected network performance Show less

Rochester, New York, United States

• Processing support email and phone requests from clients• Triaging incoming cases as needed• Building/implementing Salesforce reports/dashboards• Writing / implementing default Support Team email templates. • Building and implementing client programming requests.• End user troubleshooting and support

• Built and maintained computer systems, including hardware upgrades and software installs• Installed, repaired, and performed preventive maintenance on PCs, printers, and related IT equipment• Employed remote troubleshooting tools, such as LogMeIn, RDP, VNC, Team Viewer, and GoToMeeting• Created and maintained documentation of troubleshooting and problem-resolution procedures

• Served as the lead in-house training supervisor• Managed scheduling for all in-house personnel• Provided quality, personal care to developmentally disabled consumers• Maintained and fostered relationships for clients within the community

• Oversaw training and management of all store employees• Handled all store-level operations, including stock control, payroll, and scheduling• Focused on increasing local market share through exceptional customer relations

• Served as the lead in-house training supervisor• Managed scheduling for all in-house personnel• Provided quality, personal care to developmentally disabled consumers• Designed and proposed multi-site scheduling and training software• Maintained and fostered relationships for clients within the community

Food Services

• Served as the lead in-house training supervisor for all student workers in food services• Managed scheduling for all student personnel• Organized receiving and redistributing shipments• Provided general tech support as needed for in-house point-of-sale systems

Psychology And Computer Science

Activities and Societies: Board Games Club, Anime Club

Fast Track For Deploying Hp Flex Network Comware (Hp Routers)