Michael Kennedy Email & Phone Number

California, United States

South Plainfield, New Jersey, Us

Lead and manage four core functions: Customer Support, Managed Service Operations, ITIL Process Management, and the Adobe Technical relationship. Oversee a team of professionals to ensure customers receive world-class support, driving success through expert management of systems, including Adobe Connect, Adobe Learning Manager, and Class Technologies, within the CoSo Cloud environment. Develop strategies to improve service quality by analyzing and redesigning processes, setting service metrics, and monitoring performance for optimal outcomes.Manage compliance with SOC2, HIPAA, and FedRAMP IL2 and IL4 Moderate standards, ensuring all operations meet rigorous regulatory requirements. Build strong partnerships with key customers and vendors, serving as an early warning system for potential service issues, while collaborating with sales leadership to position customer care as a critical component of business success.Oversee the Change Approval Board, reviewing proposed changes for risks and deliverables, and lead post-incident remediation, root cause analysis, and customer communication. Define and manage the roadmap for Tier 3 escalations and Tier 2 service desk operations, developing staffing models aligned with business priorities and cost efficiency.

South Plainfield, New Jersey, Us

Responsible for the service delivery and support of ConnectSolutions’ managed cloud offerings, including Adobe Connect and Microsoft Lync services. Implemented streamlined processes for incident, change, and task management using Jira and Salesforce. Built a comprehensive change management system that ensures all production changes undergo approval and business risk assessments prior to implementation.Manage 3rd-party downstream vendors to meet contractual SLAs and collaborate closely with product vendors (Adobe and Microsoft) to address operational issues and bugs in a timely manner. Developed detailed training documents and onboarding plans to ensure efficient team integration.Provide monthly reports on key operational metrics, focusing on availability, continuous improvement, and cost of goods sold (COGS). Serve as an on-call escalation point and have directly managed teams ranging from 4 to 15 people, with 5 current direct reports.

San Jose, Ca, Us

Responsible for managing the hosted operations, RASP (Reliability, Availability, Scalability, and Performance) initiatives, and code deployments for Adobe Connect and LiveCycle Collaboration services. Implemented and manage a change advisory board responsible for reviewing all production changes to the hosted Adobe Connect stack. Implemented an issue tracking system (Jira) used for reporting issues and managing/tracking changes and incidents. Oversaw the build-outs of new clusters in multiple North American locations, as well as EMEA and APAC. Grew the Connect service more than 11X to meet growth and capacity demands while optimizing/virtualizing where appropriate. Work closely with engineering to ensure bugs relevant to the hosted operations of the service are properly triaged and addressed. Contributor to product specifications for future releases to ensure that solution(s) being engineered will be supportable by operations, that relevant knowledge about new features is passed down, and supporting architecture is designed and built in a manner which keeps our per cluster total cost of ownership within budgeting targets.

San Jose, Ca, Us

Managed the team resonsible for the day to day operational support of the online Web Conferencing Solution Breeze.

Management of web application and strategic IT projects for a 24/7 eLearning web site. Implemented and defined process and procedures for Live Site activities with an emphasis on high availability and performance. Worked with counterparts in India to develop a workflow topology that would leverage current application environments and identify where new ones are required. Capacity planning for all revenue generating systems, ensuring they stay below 65% of projected peak load. Collaborated with developers and technical writers to develop a comprehensive training plan aimed at teaching existing and new systems administrators how to debug, support and deploy the company’s eLearning architecture. Acted as interim department manager of up to 15 employees during transitional period. Advocate for department, continually keeping the entire organization abreast of scheduled maintenance windows, unplanned outages, and department achievements. Strong experience installing, configuring, and maintaining Solaris, FreeBSD, Linux, Mac OS X, WebLogic clusters, Jrun, Tomcat, Apache, LDAP, ProactiveNet, SiteScope, Resonate Central Dispatch, and Alteon AceDirectors.

Responsible for managing a six person team of systems administrators for a 24/7 ecommerce web presence. Responsibilities also included providing direction for various network projects, recommending solutions to network problems, quality checking of network/system designs performed by the systems team, and providing network design options in a multi-platform / multi-protocol environment. Performed product analysis and cost justification for internal projects. Assisted in the cost models for network hardware/software configurations and environments. Conducted network analysis and capacity planning, as well as define and design load-balancing solutions for the primary web presence. All these solutions are done with an emphasis toward high availability (99.999% uptime). Understands system management from both a design and implementation standpoint. Possess in-depth knowledge of: TCP/IP, Netbios, SNMP, Solaris 2.x, Windows 98, Windows NT 4, LINUX, MRTG, Cisco IOS, ICMP, DCHP, DNS, Netscape Enterprise Server, Veritas, BigBrother, WebLogic, Apache, Checkpoint Firewall 1, and Resonate Central Dispatch.

London, Gb

Orchestrated the build-out of the R&D lab's technical infrastructure, utilizing advanced VLAN and Fast Ethernet technologies. Managed multiple WAN links over DS1, ATM, Frame Relay, ADSL, and ISDN data lines. Responsible for lab servers running Solaris 2.x, NT 4.0, Microsoft Terminal Server, MacOS8, FreeBSD UNIX, LINUX, and HP-UX. Systems Administration for Lotus Notes server running on Solaris Enterprise server, Oracle Databases running on NT/Solaris/HP-UX, and multiple Web Servers running on Windows NT and Unix platforms. Experienced in setup and configuration of CITRIX WinFrame and MetaFrame environments.

Network design and integration for large scale Internet database project, utilizing SQL, SAS, and Endnote databases. Management of a Wide Area Network, running Windows NT(ver. 3.51, 4.0), Novell (ver. 3.12, 4.01), and SQL Server (ver. 6.5). Responsible for all Hardware/Software support, and training of on-site employees. Implementation and administration of a 75 node Inetix Gateway / Proxy for office access to the Internet. Oversaw corporate migration from Windows 3.1 to Windows NT 4.0.

Managed the Intranet services across a seven office WAN. Developed a Web accessed SQL Database where queries and updating were supported through IDC file formats. Was responsible for the smooth operation of two NT web servers running Microsoft IIS. Setup 15 NT servers for the company migration from Novell NetWare 4. Managed all users accounts and network security for remote locations. Handled the Hardware/Software upgrades and repair for 145 workstations and 10 servers running Windows 3.11, Windows95 Windows NT3.51/4.0, Solaris, and OS/2 Warp with multi-boot configurations.

Maintained a National property tax on-line system running on an IBM Mainframe (4381). EDI liaison with taxing authorities throughout the United States and Guam. Other duties included product development, creating an internal PC based tracking system that ran over a Windows Peer-Peer network, Provided Technical support for National Marketing division, and PC Hardware and Software maintenance.

Santa Ana, Ca, Us