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.

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

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.

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

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

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

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.

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