Michael Wicks Email & Phone Number

Contribute to project profitability by managing the design and development of a quality service desk to support a mission critical business application for the New York City's Department of Education. As the Support Implementation Specialist, I was responsible for work that supports the planning, preparation, and execution of Level 2 and 3 end user support for all school sites throughout New York City. These efforts required consistent communication regarding execution of support strategies to appropriate staff, manage, train and support end user support specialists.Operational Highlights:* Gather information on current NYCDOE end user support practices* Provide Level 2 and 3 support to end users through DOE Level 1 support* Prepare the End User Support Plan for each application release, which includes, but is not limited to support levels description documentation, resolution and response documentation, support escalation policies.* Develop processes, procedures and requirements for system release management for multiple systems.* Develop Standard Operating Procedures Manual (SOPM)* Define application infrastructure support processes* Analyze data and information in weekly metric reports and make recommendations for improvements* Prepare all plans necessary to remediate identified gaps* Create snapshot databases and provide pro-active monthly end user activity reports to support end-users during regulatory reporting time * Manage the help desk operations and collaborate with various subcontractors to timely resolve systemic problems and application issues* Coordinate system infrastructure activities with the hosting vendor and perform regular, back-end maintenance activities

Commanded company's IT services across geographical offices and designed both long and short term strategies for the division. Collaborated with senior executive committee to set and manage company goals and conceived of, developed, and directed annual technology projects in support of those objectives. Accomplished a thorough revamping of companywide IT functions and created a resilient, scalable, and a responsive IT organization. Recruited, trained, and motivated a talented staff. Supervised 5 employees within the IT department as well as 10 people engaged in the production and development of remote sites. Ensured frictionless operations of daily IT functions, such as application support, desk-side support, structured networking, security, telecommunications, remote application and network access, remote offices, wireless services.Operational Highlights:* Reduce company communications overhead by 100% with Planned and Coordinated Mail migration and BlackBerry Enterprise Server upgrade.* Bridge the communication challenge with the successful implementation of a Multimillion-Dollar budget fully HD intergraded Polycom HDX9002 Video Conference unit with Crestron technology.* Improved work efficiency with improved develop and documented work process for IT related resources: *Developed work process for managing accounts, strengthen communication lines with Human Resources and the IT department during the life cycle of employees.*Standardize Workstation image for all site - automated build process, application deployment.* Simplified printing resource - established print server and deployed Multifunctional Fiery Device establishing a digitized platform for information and move toward paperless solutions.* Successfully established professional, customer-centric, IT services platforms as well as elevated service quality with the implementation of ITIL- and ITSM-based best practices to upgrade strategic and operational support services.

Charged with managing all IT activities through three different lines of business: sales, online, and cable television. Lead a team of 5 people and utilized a budget of $1.5 M to maintain daily IT operations and functions. Negotiated contracts, and maintained relationships with vendors. Oversaw the day-to-day user support, network maintenance, operations.Operational Highlights:* Reduce company communications overhead by 100% with Planned and Coordinated Mail migration and BlackBerry Enterprise Server upgrade.* Bridge the communications challenge with the successfully implementation of a Multimillion-Dollar budget fully HD intergraded Polycom Video Conference unit with Crestron technology.* Improved work efficiency with improved develop and documented work process for IT related resources: FTP solution, Video Conference Bridge, Data exchange platforms to share information seamlessly without geographical limitations, Wireless network, Mailbox storage, Asset Management, Workstation life cycle process, Proper Incident Management.* Developed work process for managing accounts using Active Directory, strengthen communication lines with Human Resources and the IT department during the life cycle of employees.* Standardize Workstation image for all sites - automated build process, application deployment.* Established and deployed Multifunctional Fiery Device establishing a digitized platform for information and move toward paperless solutions.* Successfully established professional, customer-centric, IT services platforms as well as elevated service quality with the implementation of ITIL- and ITSM-based best practices to upgrade strategic and operational support services. Leading to the acknowledgement and winning "Best Department" Award from the company three years in a row.* Implementation of Altiris Incident Management Help Desk software.* Upgrade company's News Room systems and equipment

Provide day to day desktop support for hardware/software issues in a 500 plus employee environmentSupport all News Room software/hardware - Win32, Inews, Prompter, NesbitTotal account management