Mike Mcdermott Email & Phone Number

New York, Ny, Us

• Leverage expertise in CRM and Marketing Automation platforms including Salesforce, Marketo, HubSpot, and Pardot to create Splash use case examples, facilitate successful integrations, and resolve client needs and pain points.• Deliver compelling Splash platform demos that boost client engagement; deploy, operationalize, and extend the Splash platform, customizing features and functionality to align with client needs.• Communicate proactively with customers to provide ongoing product support and education; troubleshoot platform integration issues and explain complex technical information in easy-to-understand format.• Partner with CSMs to improve Splash operational status within key accounts; coordinate with Engagement team on service requests related to custom workflows, integrations, implementation, and consulting.• Guide complex projects from concept through completion, consistently achieving successful outcomes; hold oversight of project timelines, budgets, deliverables, task delegation, and stakeholder engagement.• Establish cooperative relationships with third-party software companies and apply in-depth knowledge of third-party platforms to create custom workflows based on customer needs.

New York, Ny, Us

• Handled a broad range of technical requests for customers from initiation through resolution; troubleshot and resolved complex issues in accordance with SLA and escalation requirements.• Forged and fostered strong customer relationships, including key stakeholders and sponsors; managed customer expectations and achieved high levels of customer satisfaction.• Collaborated with Solutions Engineer/Solutions Architect to expedite requirements gathering for implementation projects; ensured all deliverables were completed on time and in line with quality standards and customer requirements.• Led weekly meetings and quarterly reviews pertaining to issue progress and account health, facilitating clear and transparent communication across internal and external stakeholders.• Managed all aspects of pre/post-release deployment, including resolution of complex technical issues and critical incidents; worked with internal and external teams to mitigate impact and provide post-mortem root cause analysis.• Kept current on maintenance activities, change management, and bug fix releases; handled web troubleshooting for SaaS product (Developer Console, Fiddler, Network trace).• Demonstrated proficiency in API/SDK and Postman troubleshooting techniques, as well as executing Database tasks on MySQL, Oracle SQL Developer, Hadoop, and Vertica.

Gainesville, Fl, Us

• Functioned as a location supervisor for peers and junior staff, coordinating with manager to ensure attendance, availability, and team/individual goals and initiatives were met.• Empowered junior team members with mentoring and guidance, driving support readiness and delivering functional training through onboarding and continuous process improvement initiatives and projects.• Played key role in Associate onboarding, mentoring, and ongoing training, including identifying areas for ongoing technical and non-technical training for the team.• Escalated top-priority, production-critical issues to appropriate teams for resolution, communicating proactively with customers throughout the issue resolution process as per SLA’s.• Performed data analysis using Power BI and owned data import management and database management; adhered to Information Security Practices for protecting Network Data and Personally Identifiable Information.• Supported all SumTotal Talent Suite Modules for SaaS/Hosted/Premise Customers, including Learning Management System (understanding of AICC and SCORM technical standards), Goals and Development System, Advanced Reporting/Analytics (Troubleshooting Reports, ETL, Replication Monitor), Compensation, and Position Succession.

Gainesville, Fl, Us

Gainesville, Fl, Us

Gainesville, Fl, Us

Gainesville, Fl, Us

Gainesville, Florida, Us

• Served as Operations and System Administrator, with responsibility for monitoring and maintaining vital network services and equipment; maintained workstation security and authorized or denied access to secure areas.• Managed multiple major critical incidents throughout tenure, applying clear knowledge and communication of IT alerts to coordinate across departments, contact engineers, and initiate the resolution process.• Dispatched calls to proper engineers, utilizing sound judgment and knowledge of network monitoring devices to prioritize critical alerts; interacted with vendors daily to facilitate repairs and maintenance.• Spearheaded strategic remodel of the operations center at the technical level, increasing operator productivity and efficiency; installed PCs and monitors in new cube structure build to aid Operations in monitoring; installed Windows, Redhat, Ubuntu, and Video Cards on all servers.• Created and updated internal documentation via Wikipedia, including documentation related to Mainframe back-ups, FM-200 fire safety guidelines, navigating Operations KVM switch, using departmental VPN, and scanning and documenting all incoming and outgoing packages.• Gained experience with Mainframe and Tape Libraries, remote access tools, file compression software, encryption packages, Cherwell (UF/IAS ticketing system), and Windows activation and Redhat Configurations tied to Department Network; proficient in navigating BIOS, computer management, and PC hardware and software.

Atlanta, Georgia, Us

· Budget Management· Inventory Management· Develop procedural guides for employee training

Master'S Degree, Information Technology

Bachelor Of Science (Bs), Management Information Systems And Business Analytics

Associate Of Arts (A.A.), Computer Science