Michael Tufford Email & Phone Number

Salisbury, North Carolina

• As OSM I manage and serve as the single point of contact for the performance of the Managed Services Contract, including Incident Management, Problem Management, Change Management, Release Management, Configuration.
• Provide oversight of ongoing proactive monitoring of all customer locations Corporate and Retail.
• Assist Customer in its service strategy, service design, and service improvement efforts
• Network Managed Services:Locations: 2 Corporate Offices, 10 Distribution Centers, 2 Data Centers, 8 General Offices and 1308 Retail Stores.Maintained and upgraded 12000+ network devices: Firewalls, Routers, Switches.
• Telephony:Maintain over 20,000 phones across the enterprise.Upgraded and maintained 44 video conferencing rooms in 2 corporate offices and 2 Distribution Centers.
• Platform Support:Maintain POS, Copient and Pharmacy servers across the Delhaize environment (5600+ Virtual/Physical devices).Windows (BigFix) and UNIX monthly security patching. Vulnerability Management (RAPID 7) for.

Strongsville, Ohio

• As GCC Shift Supervisor I am responsible for the day-to-day activities of my shift within the Global Command Center. The GCC Shift Supervisor will be responsible for the daily shift operations, personnel, shift.
• Monitored Multiple Network Locations: Including Corporate Offices, Distribution Centers, Data Centers, General Offices and 4300 Retail Locations.
• Maintained and upgraded over 19000 network devices: Firewalls, Routers, Switches, WLC’s, AP’s, Cisco WAAS devices and Cisco UCS devices.
• Weekly, Monthly and quarterly Operational Metrics reporting.
• Monitored and Maintain POS, Copient and Pharmacy servers across multiple environments (7200 + Virtual/Physical devices).
• Developed RCA for project incidents.

Cleveland/Akron, Ohio Area

• Contracted to Acuative to Manage and Implement a complete Network and Server refresh in 1162 Kohl’s Department stores nationwide including migrating their databases to the new servers.
• Planned the layout, racking and cabling for the new network equipment and servers and had them pre-staged.
• Planned and wrote the migration procedure and proved it out through QA lab processing.
• Set up and piloted 10 sites including live testing of the back out procedures and critical go\no go points.
• Wrote all of the required Documentation and Run Books for all stages of the Network cutover and Data Migration.
• Planned the Decommissioning for cleanup of the old equipment.

Independance, Ohio

• As the NOC Supervisor I am responsible for overseeing the daily operations of the NOC including the operation and administration of the Mobile Telephone Switching Office (MTSO). The overall health of the network.
• Supervising the installation, operation, administration, maintenance and troubleshooting of the switching, data communications, and peripheral equipment associated with the MTSO.
• Coordinating support for the installation, testing, and troubleshooting of the transmission facilities (DS0 thru DS3, Trunk Groups and Route Sets).
• Optimize and maximize the network availability of all voice and data services. Prepare root cause analysis forms as required.
• Work to ensure a high quality of customer support is delivered to external subscribers and internal functional departments.
• Evaluate the overall NOC performance to ensure it is meeting or exceeding all service level expectations.

• As a switch technician I was responsible for the installation, operation, maintenance and monitoring of the voice and data network. Other duties included coordinating the installation, testing, and troubleshooting of.
• Overall monitoring of the voice and data network.
• Maintain the health and performance of the network to optimize and maximize overall network availability.
• Communicate the state of the network, identifying all of the current and potential issues being addressed by the department.
• Implement change orders issued by Engineering.
• Creates, update and escalate vendor trouble tickets as well as Internal RT tickets and daily logs with site-Specific information.

• Professional installation of Dish Network Satellite systems, switches and receivers (commercial & residential); Certified Technician.
• Field Service Specialist (FSS) FSS1, FSS2, FSS3, Trainer, Lead Technician, QAC.
• Training of new personnel to comply with Dish Network’s standards, Interviewing, Hiring and Discipline.
• Trouble shooting and repairing of existing installations to bring up to standard.
• Inspection of new installations for assurance of complying to Dish Network and National Electrical Codes (NEC).