Michael Whitright Email & Phone Number

Roseville, Ca, Us

Roseville, California, Us

Roseville, California, Us

Sacramento, California, Us

San Francisco, Ca, Us

Neuilly Sur Seine, Ile De France, Fr

Responsible for supervising corporate Desktop team and maintaining the environment for Sephora Support Services on an enterprise corporate level.Day to day duties include the following:-Update and maintain Service-Now (ITIL) from an administrative level.-Manage team and corporate resources to address ticket workflow.-Work as intermediary for both escalating issues to Engineering as well as moving workflow down to Help Desk-Maintaining 90%+ SLA for all Incident tickets and following up with other teams to ensure agreements are met.-Continuously reduce Mean Time to Resolution (MTR) on an annual basis.-Assist with troubleshooting and resolution of Corporate level events and outages.-Act as first line escalation point to address service issues.-Enforce compliance with company policies and procedures.-Perform audits of inventory and operations to ensure proper tracking and record keeping are being kept.-Assist with Project Management and work with Project Managers to ensure smoother transitions.-Keep team appraised of Go-Live's across the company and assist with updating documentation for known issues and fixes.-Work with other departments such as Inventory Management, Analytics and Human Resources to ensure IT scope is defined and assists with their functionality.

South San Francisco, California, Us

• SaaS Owner and Administratoro Provided 2nd and 3rd level support for Google Apps for Business, Super Admin roleo Provided escalated support for one of the largest Google Apps domains in the worldo Mobile Iron, MDM admin for iOS deviceso Managed accounts for Microsoft Lync on Windows Servero Sendmail admin for thousands of mailboxeso RightFax secure fax on Windows Server 2008o Managed users, groups, computers, and devices using Active Directory Users and Computerso Supported Interoperability between Microsoft Exchange and Google Apps• Training/Process Improvemento Trained support staff and end users on upcoming releases and changeso Streamlined business processes and ensured they were followedo Wrote technical documentation as well as end-user facing documentationo Utilized ITIL processes to standardize team and business service management• Automation and scriptingo Automated repetitive tasks using Python, Bash, and Apple Automator scriptso Created scripts to provide daily, weekly, and monthly reports including SLA, customer satisfaction, availability, and uptimeo Used SQL scripts for mail databases and custom web tools databases• Supporto Served as level 3 support for desktop, mobile and cloud platformso Managed and tracked tickets using HP Service Manager and Remedyo Provided global support to users using various technology channelso Worked in a 24/7 operations team providing live support and escalation resolution

South San Francisco, California, Us

-Monitoring a mixed environment of Unix, Linux, and Windows servers (physical and virtual), databases, network devices, CRAC systems, applications, and network backup devices utilizing Big Brother, Arcsight, Foglight, NetIQ, and Cacti in a 24/7 NOC/SOC environment.-Manual UNIX group file administration, pushed to Unix / Linux servers via custom rsync and RCS based script.-Identifying and investigating potential outages, managing outage remediation process, communicating with technical owners, and escalating to administrators, contracted services, or management as required.-DNS administration using BlueCat and MetaIP.-Active Directory account and file share administration.-SMB/CIFS share and NFS export creation on Netapp and Isilon storage devices.-Sendmail Centurion appliance mailbox and distribution list administration.-Google email domain admin.-Performed email migrations to and from Exchange, Sendmail, and gMail-Onsite Data Center point of contact for Networking and System Admins for after hours hardware issues.-Part of the training and testing team for new hires.-Documentation of department procedures and processes-Trouble ticket management using BMC Remedy.-Trained new staff and other teams in the USA and Spain.-Re - imaging and Deployment of Macs via Jamf Casper and Windows PCs via Microsoft SCCM.

South San Francisco, California, Us

Menlo Park, Ca, Us

Troy, Michigan, Us

Burlingame, California, Us

Supporting Excite@Home residential customers at their headquarters.Troubleshooting connectivity issues.Supporting customers on Windows and Mac computers.Troubleshooting and configuring modems and routers.Documenting all calls into a ticketing system.Updating knowledge base for team as well as customer use.

Associate In Applied Science, Electronics And Computer Technology

Associate Of Applied Science, Networking Technology With An Emphasis In Microsoft Windows Nt

High School Diploma