Michael Rock Email & Phone Number

Fort Lauderdale, Florida

• Design, develop, and troubleshoot moderate to complex software applications. • In addition to hands-on technical development activities, provide guidance in the analysis and conceptual design of proposed projects. • Participate in determining feasibility of proposed projects and the overall plan for implementation.• Operate as Subject Matter Expert and/or owner of multiple moderate-complex software modules.• Responsible for leading the integrity of technical work on significant concurrent projects. • Act as technical lead to direct requirements analysis, writing of engineering requirement(s), and design specifications for projects of moderate to complex scope.• Review progress and evaluate results of assigned technical projects and process against conformance to plans and specifications making recommendations based on the results. Documenting accordingly.• Network with key contacts outside own area of expertise and other departments on technical matters.

Fort Lauderdale, Florida

• Maintain Citrix software via issue analysis, troubleshooting and debugging.• Work on customer-based software problems in partnership with both the Escalation and Development Teams.• Get involved in some of all phases of the software development and release cycle that include design, coding, code reviews, troubleshooting and debugging, installation, software maintenance and testing.• Receive escalated, technically complex mission critical or politically hot customer issues and maintain ownership of the issue until resolved completely.• Manage hostile issues by setting customer expectations, devising action plans, and communicating in a professional manner to all parties involved.• Develop and deliver technical training to other engineers and teams.• Create quarterly case studies for knowledge base.• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.• Assist with the interviewing and selection of new team members.

Fort Lauderdale, Florida

• Continue troubleshooting service requests handed off by Online Tech Support Engineer. • Handle “Hot” or “Sensitive” service requests assigned to the team. • Take ownership and work on new service requests and proactively help with the phone queue based on workload, backlog, and other special conditions (PTO, Training, High Call Volume, etc). • Provide customer with direct contact details and daily updates. • Create, review and update knowledgebase content. • Provide training and mentoring to TSEs. • Provide backup to Technical Leads. • Review assigned TSE’s backlog and provide feedback to both, TSE and immediate manager. • Provide root cause analysis (RCA) as requested by management. • Setup environment/lab for problem reproduction. • Work with 3rd party vendors to resolve reported issues. • Provide support for customers with 24/7 agreements on weekend rotation schedule.

Coral Springs, Florida

• ADSL installation and repair. • Troubleshoot and configure customers PC for service with ADSL. • Install and troubleshoot residential telecommunications wiring, network cards, and ADSL modems. • Work with AT&T Help Desk and Network Operations Center to resolve non-premise issues affecting residential service.

Miami, Florida

• Responsible for daily contact with faculty, staff and students as a subject matter expert providing second level and technical advice in resolving technical computer operating systems and application problems. • Monitor Remedy tracking system queue for Call Center service requests and resolve service requests assigned to the Call Center unit. Design and prepare Remedy service request reports for the call center manager.• Design, develop and conduct testing of new supported applications for customers of University Technology Services.• Develop macros and instructional documents supporting applications. Formulate and recommends policies and procedures to effectively administer programs.

Sunrise, Florida

• First point of contact for incident related issues and move / change requests. Track and respond to service requests using Falcon system.• Handle escalation of incidents to appropriate support group for resolution and process move / change requests.• Troubleshoot general hardware, software, and network issues.

Bloomington, Indiana

• Assist and support Principal Investigators and Associate Investigators in the completion of their assignments and within their specialty areas: electronics engineering, software engineering, physics, mathematics, and technical writing. • Assignment involved extensive use of Visual Studio.Net with C/C++, application development, and the redesign of algorithms to support extreme levels of parallelization and pipelining for a reconfigurable computer.

Bloomington, Indiana

• Provide supervised and unsupervised technical support for faculty, students and guests of all Indiana University campuses. Systems and services include; various networking, hardware, software, and operating system issues.• Provide PC OS repair, troubleshooting, and backup services.

Bloomington, Indiana

• Teach assigned lab courses, maintain correspondence with lecture instructor, administer lab tests and grade students work.• Courses taught include:> A110: Introduction to Computers and Computing> A111: Survey of Computers and Computing> A112: Programming Concepts> A113: Data Analysis using Spreadsheets> A114: Introduction to Databases

Bachelor Of Science - Bs, Information Technology

Bachelor Of Science - Bs, Computer Science