Michael Schroer Email & Phone Number

Lake Forest, Il, Us

Administrated, coordinated, and led activities associated with ITSM processes, including Change Management, Problem Management, Knowledge Management, and Incident Management. Also performed roles in IT communications, SAP transport delivery, and project management.

Administrated, coordinated, and led activities associated with ITSM processes, including Change Management, Problem Management, Knowledge Management, and Incident Management. Also performed roles in IT communications, SAP transport delivery, Disaster Recovery, and project management.

• Led and managed Homeowners Association (HOA), ensuring efficient operations and member satisfaction.• Held multiple leadership roles, including Treasurer and Board Member, contributing to strategic decision-making and governance.• Primary liaison with property management company, streamlining communication and addressing community needs.• Oversaw and managed $500,000 annual budget, ensuring financial accountability and optimal resource allocation.• Spearheaded initiatives enhancing property value, fostering community engagement, resolving homeowner concerns effectively.

Northbrook, Il, Us

Managed and reported ITSM activities surrounding Problem Management for IT infrastructure division, and maintained open communication with ITSM with respect to current best practices and strategic directions.● Launched and chaired only active Problem Advisory Board for Allstate Technology Organization (ATO), representing Infrastructure Services.● Monitored and ensured all Problem Coordinators and Problem Advisory Board (PAB) members followed ITSM guidelines through the defined problem lifecycle process.● Strengthened partnerships, working with leadership and staff to maintain a high performing, positive virtual team environment.● Communicated and facilitated ITSM governance expectations through regular, bi-weekly meetings of the Problem Advisory Board.● Created and distributed recurring weekly status and monthly summary reports for leadership and staff using Business Objects.

Northbrook, Il, Us

Coordinated problem management efforts, from root cause analysis through solution implementation. Represented the Problem Management discipline and was the focal point for knowledge transfer of Problem Management within the division.● Member of the original core team that defined and implemented HP ServiceManager tool for tracking ITIL Problem Management within the Enterprise, defining improvements to the documented problem processes.● Classified, prioritized and managed problem activities as the only dedicated problem coordinator, adhering to established enterprise problem processes and practices within the problem lifecycle.● Reported to the Problem Management Continuous Process Improvement Team (CPIT) regarding potential & actual process improvements, and successes/failures/limitations of the existing process and procedures.● Facilitated and managed problem evaluation and status meetings, identifying Subject Matter Experts (SMEs) and assigning activities/tasks for completion.● Developed and produced original reports and metrics to communicate status to leadership and staff.

Northbrook, Il, Us

Maintenance and support of Microsoft Systems Management Server (SMS) 2.0/2003 environment utilizing VBScript and SQL.● Planned and Implemented project to consolidate multiple support entry points into the SMS administrative staff.● Supported migration of Enterprise to SMS 2003 software delivery model.Managed efforts and changes affecting SMS during Enterprise SQL2000 and IIS upgrade migrations.● Created processes for local change management, performing role of SMS Change Coordinator to approve and manage changes, strengthening best practices and Enterprise policies.● Coordinated SMS support requirements for workstation operating system images with Enterprise Base Image Team (EBI Team).

Northbrook, Il, Us

Designed and implemented Windows-based operating system base images for the Allstate enterprise (4 releases during this period). Programmed using VBScript and batch file processing to create build image processes.● Designed and implemented an improved process using C/C++ for creating and managing security passwords required for EBI deployment.● Documented builds and trained local deployers, integration centers, and support staff on EBI implementation; organized and chaired Integration Owner communication meetings for this purpose.● Acted as workstation SME during Enterprise migration to a Windows 2000 Active Directory environment, creating scripts to handle orphaned workstations.● Administration of team lab and deployment resources, which included designing and implementing change management processes for lab and build delivery.● General support of all enterprise builds (Win3.11, Win95, NT, Win2000).

Northbrook, Il, Us

Defined requirements, tested, and recommended client computing hardware for the Allstate Enterprise.● Performed hardware and software evaluations; Supported OS/Build Image testing.● Defined and documented support escalation processes for the Enterprise Base Image Team.● Created processes for gathering build requirements and testing procedures.● Supported project plan for next build image.● Member of client computing governance committee.

Software phone support of clients (Windows and MS-DOS); Trained clients and staff on usage of proprietary software and data; PC hardware and software support of local office; Created quick reference guides and training materials for clients and staff

Software and hardware sales and support for MS-DOS based machines (including Windows 3.x); Performed technical phone support and classroom training for customers and employees in MS-DOS and Windows; Installed LANtastic networks; Performed service work on systems brought in by customers; Aided sales-makers in designing customer's systems

Hillside, Ilinois, Us

Field and application engineering in mechanical and electronic gauging and tank control systems; Aided in organizing a new division for expanding product line, which included rewriting programming and installation manuals; Coordinated incoming repairs and service requests with approved service companies; Performed field service and trained service companies in support and installation of equipment; Repaired microprocessor-based PCB's; Technical phone support

Bachelor’S Degree, Electrical Engineering

Education record

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