Mike Dolan Email & Phone Number

Work From Home

○ Operationalise, administer and maintain the Tanium Platform ○ Solve complex technical issues independently or with the help of teammates ○ Identify opportunities for customers to get greater value from the Tanium platform ○ Consistently and cogently address customers’ needs through astute verbal and written communication skillso Identify and rapidly assign tier 3 support cases to Technical Account Managers o Conduct daily health-checks on assigned accounts o Work with Technical Account Managers on strategic customer activities o Contribute to and track activity, after action, root cause and daily status reports o Document best practices and Play Book entries o Work closely with CSMs on improving Tanium operational status within key accounts o Provide technical direction to customer IT support staff

Work From Home

Client Sector: Media and Advertising (120,000 users)• Design and implementation of Bigfix/IEM for software distribution, patching, reporting and general analysis• Design, implementation and build of Windows 10 imaging solution with associated documentation and handover to BAU delivery centre.• Technical oversight of delivery team and providing mentoring, training and guidance where necessary• 3rd level technical support• Major incident management and associated root cause analysis• Data analysis and troubleshooting• Customer technical advisement and technical service delivery negotiation at executive board/CTO level• Providing partner/vendor solutions• Working within the architecture team to develop and implement new customer solutionsThis was a hugely challenging role, for an extremely complex client. This particular client comprised of over 40 operating groups and multiple companies within those groups with offices world-wide. My role was to develop and deliver standardised end user support operating environments across the entire group. An understanding of the concepts, tools and technologies in play was crucial to success in this role (e.g., BigFix/IEM, Microsoft Windows, Active Directory, MacOS, and JAMF Casper Suite).

Work From Home

Client Sector: Pharmaceutical (20,000 users)• Provide 3rd level technical support to Delivery Centre and developed the framework for Business As Usual (BAU) activities.• Design and create procedures for the new global customer image. All procedures and documentation created to US Food and Drug Agency (FDA) approved standards.• Create an interface for User State Migration Tool (USMT) so that end-users can perform their own data migrations.This was a highly regulated environment as all work had to performed within the FDA policies and procedures. Any failure in ensuring that all components were correctly configured and documented could result in the customer business being immediately halted by the FDA. Success in this role required a high level of training with regards FDA procedures, and an extensive attention to detail to ensure the quality of all items delivered.

Work From Home

Internal Company Role• Monitoring the team performance through the use of Process Behaviour Analysis• Performing root cause analysis for major issues on various client accounts• Identifying latent defects to improve delivery• Assist with Global Delivery Framework (GDF) rollout• Mentor staff in defect prevention methodology• Implementation and management of the continual improvement process• Regular reviews with the management team• AuditsIBM rolled out a new management framework to handle the growing needs of the business. Although I had previously no formal experience in this field, I volunteered and trained myself for the role of quality/delivery analyst. During this period I qualified as an IBM Associate Delivery Analyst and provided guidance and root cause analysis during a number of major incidents. I subsequently improved my skills and was promoted to be one of the leaders within the IBM UK Delivery Analyst team.

Work From Home

Client Sector: Financial/Insurance (18,000 users)• Negotiate with customer technical lead, architects and vendors to develop a core Windows 8 image• Develop a deployment mechanism using Microsoft Deployment Toolkit (MDT) to distribute the new image.• Implement Bitlocker encryption on client machines• Create a migration tool using Microsoft USMT• Mentor various colleagues with regards Windows 8 and migration methods• Solution documentationThe nature of this role required a diverse breadth of skills and knowledge, with the ability to work autonomously on a fast-paced project with no previous background materials. Success required me to communicate effectively at all levels of the business, as well as with external clients and suppliers. The solution I developed was recognised as a best practice and implemented for new accounts rolling out Windows 8.

Work From Home

Client Sector: Manufacturing - Drinks Industry (22,000 users)• Provide 3rd level technical support for multiple areas of the organisation• Identify, develop and implement service improvement initiatives• Perform defect analysis to improve endpoint client health• Development and implementation of "out-of-band" repair utility to fix faulty endpoints.• Reduce the volume of Remedy call escalations via development of tool set to gather data for all escalating calls• Complex project work as requiredThis was my first assignment outside of the ABB environment and introduced me to other enterprise customers. This assignment allowed me to learn new ways of working and learn new technologies that were previously unavailable to me.

Work From Home

Client Sector: Financial/Insurance (18,000 users)• Mentoring other staff members• Diagnosing multiple complex faults with the infrastructure• Defining and Implementing best practices for future maintenance• Perform problem root cause analysis and associated resolutionThis customer had a number of issues with their infrastructure therefore I was assigned as a specialist to investigate and fix these issues before upgrading to MDT 2013. This required extensive flexibility as I had to balance the needs of fixing the core issues, while developing the upgrade for the next version.

Work From Home

Client Sector: Manufacturing (60,000 users)Continued work within ABB via IBM outsourcing agreement.• Development and rollout of multiple operating systems• Development and documentation of troubleshooting procedures• Development and rollout of security patching framework• Working with CIO and CSO to develop end-user services associated with imaging, packaging and software distribution• 3rd level technical supportIn 2003, ABB outsourced all IT functions to IBM. I initially continued to work in my original ABB systems technician/support role while taking on senior technical responsibilities.

Implementation of Novel Netware, Windows NT, Windows 2000. Desktop support and Lotus Notes development. Member of the global Baseline Computing Environment team to help set the standards for the global operating environment.

Bachelor Of Science (Bsc), Computer Science

Education record