Mike Ostrowski Email & Phone Number

Outgoing IT professional with 20+ years of exceptional performance in an array of industry settings. Consistently recognized as the Go-To person for white glove, rapid and accurate technical problem-solving skills. Superior communication and active listening skills when gleaning information to make prompt and correct technical decisions, ensuring deadlines are met. Thrives on creative problem solving through communication and collaboration with peers and superiors. Current Responsibilities: MDM Administrator: Managing the platform which controls 350+ enterprise-owned mobile devices  Phone System Administrator: Full control of 100+ cloud-based Bell VOIP and Avaya phone systems at branches and head office Level 1 & 2 Support Manager: Leading a team of 11 analysts working in Vancouver, Calgary, Ottawa, Windsor, Winnipeg & Toronto to maintain call answer rates, SLA’s, ticket management and scheduling. Level 2 Technical Analyst: 10 years in my current role of resolving a wide range of complex and highly technical issues escalated by level 1, and working with level 3.Technical Skills Received and responded to incoming issues via phone, email & verbal, in a timely manner Ticket tracking and follow-up with vendors, carriers and clients to ensure SLA goals are met Head Office support in a large 5-floor office building, consisting of VOIP and analog phone lines Heavily experienced in Avaya phones, both digital and VOIP Multiple projects completed and ongoing, including life cycle, MFA, Bell Total Connect, Office 365 Migration, Windows OS upgrades, Active Directory, branch internet upgrades to Bell MPLS and more Routinely travel to branches across Canada for on-site investigations and support Created KB documentation to accompany customized solutions nationwide Creating kiosk displays for different functions using different versions of Windows  Remote support covers 150 locations and over 1800 employees

Listed skills include Troubleshooting, Technical Support, Active Directory, Network Administration, and 14 others.