Miguel M. Email & Phone Number

Brooklyn, New York, Us

New York, Ny, Us

Provide high-level support for the day to day operation of a Ticketing and Admissions system to support various sales channels at Hudson Yards. Areas of responsibility include managing Application Services hosted in a hybrid-cloud cloud deployment. Maintain PCI-DSS compliance through regular vulnerability assessments, permissions auditing, operating system and application patching. Supervise and mentors Support Analysts in key areas of Ticketing and Admissions to ensure best in class service and support for business stakeholders.

Poole, England, Gb

In this role I partnered with internal clients, providing tactical on-site, pre and post opening support ensuring admissions and retail applications are fit for purpose and working efficiently. I serve as the main point of contact during major incidents involving payment gateway failures, backend infrastructure challenges and other problems without a known root cause impacting admission, retail and e-commerce systems.Additionally, I exercise leadership by partnering with 3 Support Analysts so the team can respond to requests within agreed service level agreements and I handle a diverse list of other duties. Some include spearheading innovative cloud-based ticketing and admissions system (Accesso) to Madame Tussauds New York and global rollout, driving best practices and mentoring non-technical staff on process and results. Depending on business need, I serve as project manager, provide key documentation and drive PCI-DSS compliance through key work efforts.

London, Gb

In this role I liaised with internal and external development teams, consultants and product specialists on strategizing system design and execute integration with writing specification, test plans and overseeing requirements to drive results. I handled diverse duties including responding to ambiguous queries and issues associated with the Kinetic suite of applications within the US, reviewed issues and trends proactively in collaboration with the Application Support Manager to determine root cause of operational technological issues, preserved development, UAT and production environments and maintained a secure application system by adhering to SOX compliance regulations.

New York, Ny, Us

Additionally, I researched, planned and helped to carry out the replacement of an aging Mitel analog PBX system with a Cisco VOIP solution, introducing new features such as automated attendants, call center agent queues, and instant messaging. The benefits of this solution led to a decrease in monthly telecom operating expenses.Among other responsibilities, I designed and implemented a complex virtualization project to migrate all business applications into a hosted data center to centralize information and help scale the business, installed an onsite VMware vSphere cluster, utilized SaaS for Backup & Recovery and offered access into the data center by utilizing an IPsec VPN tunnel over fixed wireless circuit for failover connectivity.

New York, Ny, Us

In this role I provided first level technical support for Circle Line Sightseeing Cruises, World Yacht and parent company NYCL. In addition, I managed the Galaxy Point of Sale system used by Circle Line spanning two box office locations and mobile ticket agents. I also introduced a SaaS ticketing system which provided an end-user portal to log incidents and requests, retired obsolete server systems while also migrating all business applications and network services onto better performing systems and replaced a standalone e-commerce shopping cart with an integrated solution among other duties.

New York, Ny, Us

As part of the IT Helpdesk, I performed helpdesk and network administrative tasks by applying hands-on training in real-world situations and participated in IT related projects to prepare for the return of the U.S.S. Intrepid.Additionally, among other responsibilities, I researched, planned and implemented an upgrade of Symantec Backup Exec with a version capable of performing online SQL Server database backups and verified that nightly scheduled backup jobs completed successfully and confirmed by performing test restores.

Bachelor Of Science - Bs, Cybersecurity And Information Assurance

Certificate In Computer Networking And Security, Computer Networking And Security