Michael Suppa Email & Phone Number

Share 24/7 coverage for Service Management in an on-call rotation- Incident Management - Lead or be a liaison with support teams for High or Critical issues while communicating on issues with internal as well as external partners management. Work with support teams to provide gap analysis and solution implementation. - Change Management - Participate in local change control and cross-partner change control processes. Act as liason for scheduling changes across organizations to ensure technical changes are reviewed and approved before being deployed to production. - Problem Management - Assist with tracking, managing and resolving the root cause of incidents and minimize the adverse impact of incidents and problems on business and prevent recurrence of incidents.- Produce and/or contribute to all System availability reports and dashboards.

Supervise and lead the day-to-day operations of a 24/7 Multi Platform Data Center and manage the IT Systems and Staff in Computer Operations. Responsibilities include: • Serve as a point of contact for problem notification, escalation and resolution• Create, manage, execute and enforce the Hospital’s policies and procedures • Member of the Change Management Board• Responsible for all Change Control procedures pertaining to the Data Center• Manage vendors to ensure SLA’s are met• Oversee the operation / activity of Remote Data Center • Manage work queue for all open Work Orders, & Incidents pertaining to the Data Center via our Ticketing system• Assist in the planning and installation of new Hardware in the Data Center, as well as all power and HVAC requirements

Senior Customer Service Coordinator• Conducted pre-sale tours and workshops for potential clients• Customer liasion for 50+ clients for both Managed Services, & DR• Fully coordinate test execution: provide a duty manager presence during the entire Subscriber test.• Schedule and coordinate vendor support as needed.• Schedule post test follow up, coordinate execution and ensure subscriber has no outstanding issues.• Assist in mentoring Associate Test Coordinators and Customer Support Coordinators.