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 Management, as well as governance functions across all Managed Services provided to the customer.• 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, WLC’s, AP’s, WAAS, WAVE devices. • 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 20,000+ systems in the customer’s environment.• Customer ITSM support:Active participation on the Change Management Board for (TRB) and (CAB) Responsible for Problem Management and RCA development for all major network incidents.• Security Compliance Management SupportPCI/HIPPA security requirements reporting and remediationWork with customer Information Security Office (ISO) on KCF and KPI Controls complianceManage Logging environment and reporting• On site customer liaison between the customer, their vendors and Acuative’s Engineering and NOC/GCC staff.• Lead Process improvement teams consisting of the customer and 3rd party vendors using ITIL processes in developing and improving operational service processes

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 assignments and workload during their shift. The Shift Supervisor is responsible for the 1st level escalation with customers and internally providing proper communications accordingly. The GCC Shift Supervisor will ensure that all processes and procedures are documented, followed and reviewed on a regular basis.• 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.• Managing GCC personnel including Hiring, Payroll, Evaluating, Mentoring, Reviewing, Disciplinary Actions

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.• Hired and trained the technicians on the migration procedures.

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 through surveillance of the voice and data services, all associated elements including transport facilities and the performance of all NOC Technicians. I coordinate NOC resources, support departmental projects, and communicate regularly with management. My position ultimately ensures that customer service expectations are met or exceeded on a daily basis. My Responsibilities also include:• 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.• Effectively communicate the health and status of the Revol network in support of organizational activities.• Managing NOC personnel including all Hiring, Evaluating, Mentoring, Reviewing, Disciplinary Actions, Promoting, Team Building.• Overseeing the completion of MOP's as required by our vendor. • Writing, evaluating and distributing company procedures as required. Reviewing and making recommendations for changes to company policies as needed.

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 transmission facilities. Installing, troubleshooting, upgrading, and administering multiple vendor systems. Maintaining all system applications in the MTSO to ensure a quality customer service experience.A summary of responsibilities include:• 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. • Prepare clear and concise system reports as needed.• Expedite the resolution of anomalies and degradations to maintain defined service level agreements to include analysis, initial troubleshooting, and reporting activities.• Implement new software releases and patches for switch components and base stations supplied by the vendor and approved by Engineering.• Complete all scheduled network preventative maintenance activities.

• 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).