Mike Booker Email & Phone Number

Dallas-Fort Worth Metroplex

Dallas-Fort Worth Metroplex

I drive process excellence and continuity from the datacenter to the desktop. Specifically that means collaborating with the all teams within our IT organization, AppDev, Product, Technology Support teams and third-party teams to provide oversight of operational standards at nThrive. Additionally I own the responsibility of operational service management to ensure quality, efficiency, productivity and goals are achieved. I ensure our daily processes meet audit requirements of multiple accrediting entities. Moreover I'm a thought leader for Technology Services concerning ITSM best practices and building a culture of DevOps with a mindset for continuous improvement and excellent customer service. I perform evaluation of current and future changes to production and lower environments defining process solutions to ensure operational effectiveness/complianc. I perform oversight of documentation, training and socializing of IT Technology Services standard operating procedures.

Plano, Texas

Primary objective is to protect the business/customers from being affected by poorly planned changes which could introduce outages or a degrade of a service in the production environmentEnable beneficial changes with minimal disruption to IT/application servicesEnsure all planned changes are properly represented with informative and detailed Request For Change tickets (RFC)Assist with risk and impact assessment prior to implementation to ensure the business is not affected by inadequately planned changesPresent and discuss high risk / high impact changes during CAB meetingsManage the overall timeline of the change management components, identifying cross-functional dependencies, key milestones, and critical paths, and ensuring that the overall change management schedule stays aligned with that of the overall IT and business initiative.Monitor and report the status of Change Management initiatives, facilitate resolution of issues, and as appropriate, escalate issues requiring management attentionDesign, develop and execute change management strategies and plans to promote and support end user adoption of technology initiatives while ensuring positive end user experience during the transition period.

Taylor, Texas

• Specifically assigned to manage to releases for infrastructure assets within primary/back-up data center.• Leveraging best practices within ITIL framework to assist Phase 2 implementation of ITSM tool.• Utilize JIRA to coordinate releases and projects across the company.• Improved the CAB process, resulting in greater communication among stakeholders. • Coordinate across business units to define attributes to standardize CMDB capability.• Develop and optimize KPI/metrics that monitor team workload and deployment/release performance.• Employ technical writing skills to foster alignment of new processes with corporate compliance. • Consult monthly with project team to provide feedback for continual improvement of ITIL adherence.

Austin, Texas Area

• Manage the change/release process of 703 assets across two data centers spanning 8 business units. • Leads weekly change advisory board meetings between stakeholders and change implementers. • Collaborate with vendor support teams to and track new release/patch schedules in the environment.• Provide oversight on creation of changes to ensure implementation plan follows accepted guidelines. • Conduct post change implementation reviews to drive best practices and encourage customer feedback.• Developed process documentation outlining incident process during transition to Go Live.• Performed UAT with customers during transition for initial adoption of ITSM tracking system.• Drove technical escalations through bridge management and vendor coordination.• Monitor critical SLA status and communicate pending violations to vendors and partners.• Initial point of contact for critical and high events within ITSM.• Manage Stakeholder expectations through formal communications during the major incident process. • Drive continual improvement through providing RCA documentation to initiate the problem management process.

• Oversaw and provided hands on technical leadership of the IT Team.• Implemented work packages to improve first call resolution, manage customer perceptions, and build strong internal/external relationships.• Developed project plans including strategy definition, resource allocation, timelines/milestones, and contingency planning.• Built and managed vendor relationships and negotiated SOWs to ensure efficient service delivery. • Conducted site walks to confirm customer needs were met. • Acted as the prime escalation point for all customer and critical priority issues.• Facilitated feedback to team members on issues such as customer service, communication, and technical skills.

• Developed and maintain a change management program for the Procter and Gamble video telepresence environment.• Directed coordination with PMO to transform services from re-active to pro-active service delivery, resulting in reduction of customer facing impact by over 25%• Managed Video Telepresence deployments with remote installation teams.• Led weekly CAB meetings with stakeholders, partners, and the project team leads to track any assigned actions.• Identified risks and analysis during project coordination prior to hardware/software releases. • Provided communication channel during and post software release windows to internal/external entities. • Managed Requests for Change(RFC) for all move, add, deletes, and enhancements of service.• Confirmed hardware support contract prior to service activation and acceptance into remote management.

Manage focal point of Data Center operations by providing logistical support and assigning duties to six onsite personnelDevelop and manage hardware instillation plans for all HP, Dell, EMC, IBM, AVAYA, and Cisco equipment onsite.Install, manage and troubleshoot, servers, firewalls, load balancers, and, operating systems, storage servers as needed for production, testing, development environmentsCoordinate with remote Command Network Control to maintain local core Cisco 7600 series routers and 7000 Nexus switchesPrepare, test, run, dress, and troubleshoot CAT5, CAT6, multi and single mode fiber networking cablesAssisted with physical migration of 220 voice lines from PBX switch to VOIP networkResolve incident and request tickets as assigned while coordinating with multiple entities to complete according to SLAsMaintain documentation using SharePoint of the environment in regard to testing, development installation, and decommission of equipment

Installed, configured and maintained 300+ Cisco 3750s switches within BAMC campusInventoried and track over 1400 pieces of network devices valued over $2,000,000Provided customer service by responding to user locations to restore network servicesLead technician for wireless deployment of 900+ Access Point with a/b/g antennas Deployed 200+ Cisco 7920 & 7921 VOIP phones and used Cisco WCS platform to manageRemotely manage 30 off site users and equipment at Corpus Christi Naval Air StationCo-ordinated and assisted with Authorized Services Outages and performed long haul circuit management

Conducted computer system vulnerability assessments, network monitoring analysis, malicious logic/virus reporting and handling, and network security monitoring operationsUsed proprietary software (ArcSight) to validate and monitor Air Force network trafficUtilized Oracle database to archive validated IP addresses for future referenceDocumented and reports malicious activity to Senior Analysts for further research Assisted in implementation of new process to monitor network traffic at Air Force instillationsLaunched “New Hire In-processing and Training Program” that transitions employees into Ops environment

Monitored 150+ circuits for fault isolation and actions in response to degraded or failed communications circuits, systems, and networksSupervised 12 personnel who were responsible for providing user end support to 1000+ personnelCoordinated, assisted, and directed commercial vendors and government agencies during circuit outages, site surveys, and system installationsMaintained and updated circuit diagrams in Microsoft Visio and Facility Information Tracking (FACIT) system Processed vital message traffic, service interruption requests, and daily up-channel reporting for five technical control facilities and two worldwide communication centers

Designed and installed LANs for new training facility that housed over 50 students.Conducted 200+ site surveys, estimated required resources for clients to provide network solutionsDelivered 70 mobile voice and data systems to 1100 troops for Combined Joint Task Force ExerciseTransported, configured, and assisted in the setup of over 50 network encryption devicesAssisted with total communication setup for new passenger terminal: ran over 8000 ft of Cat-5, installed over 50 phones, and established total network services in a 72 hour timeframe

Provided comprehensive network and end-user support to over 6000 customersMaintained voice transition medium at base demarcation pointInstalled, operated and maintained two Promina 800 digital multiplexers

Associate Of Applied Science; Aas, Electronic Systems Technology

Education record