Michael Dizon Email & Phone Number

Reston, Va, Us

Support the implementation and adoption of layered Airspace Security Solutions, involving drone detection, identification, classification and mitigation.

Provided technical assistance, guidance, and training to end-users of American Well’s web-based and videoconferencing solutions, in order to ensure the best possible customer experience.

Provided oversight on all aspects of the International Aviation Team. This includes customer relations, production operations, accounting, staffing, as well as planning and coordinating activities for the catering and de-catering of private aircraft.Liaised with colleagues at embassies, federal agencies and airport authorities, in order to orchestrate the seamless processing of diplomatic aircraft at commercial airports and military bases in the DC-Metro area region.

Assisted the IT Operations Manager in ensuring that the company's IT infrastructure and related assets were available 24/7/365.Worked closely with the International and VIP Aviation Catering Manager. Focusing on the logistics, procurement, production and delivery of catering services, for private aircraft. Daily coordination with the global AP/AR team for the accurate and timely invoicing of VIP Aviation services.

Responded to requests with reasonable rough estimates of impact, time, feasibility and practicality. Assisted clients in evaluating WLAN design and implementation plans, based on survey data and design specifications. Provided second level support for clients by: (A) Interpreting data gathered through site surveys and spectrum analysis.(B) Resolved detected issues on the spot, or by developing the appropriate resolution path.(C) Interacted with a broad range of technical and non-technical end-users, in order to resolve WIFI issues. Clients ranged from : CWNP - CCNP - CWNA - CISSP - CCIEAssisted clients using the RTLS (Real-Time Location System) throughout the project life cycle.Assisted internal Professional Services and Sales teams by:(A) Formulating responses to RFI/ RFQs(B) Provide on-boarding and training of new accounts.(C) Testing equipment and validating software bug fixes.

• Led the testing and integration efforts between Checkvideo mobile devices and 3G/4G products, carried by Sprint and AT&T. The CheckVideo product received 2012 ESX (Electronic Security Expo) Maximum Impact award.• Managed the planning and execution of product testing efforts, including all associated resources to meet committed delivery dates.(A) Assisted Product Managers with developing product specifications, test plans and deployment strategies to meet project milestones. (B) Developed test harnesses with the engineering and automation teams, using Amazon AWS instances.(C) Managed the evolution of test cases/ scenarios for each QA sprint. (D) Verified the testing activities of junior team-members. (E) Trained and mentored junior-level offshore QA teams.(F) Performed/ executed test cases.• Continued to assist in resolving escalated support issues.

Resolved issues routed through the Salesforce ticketing system and issues escalated through the professional services team. • Resolved escalated support issues. These issues involved atypical scenarios which included client-specific environmental factors, such as EMI, faulty building wiring and defective network devices.• Provided solid leadership skills with expertise in selecting, training and managing junior-level Help Desk Teams. These teams had been recognized several times in Amazon product reviews for providing exceptional service. • Designed and implemented training programs for junior team members. (A) Product Certification(B) Pre-installation and post-mortem, project assessment(C) Soft skills• Leveraged Salesforce as a tool for closing gaps between quality assurance and product support. (A) Synthesize Salesforce reports(B) Identify defect patterns.(C) Correlate customer feedback with deficiencies in the product. (D) Summarize and present findings to the Product Management teams. • Decreased incident investigation and resolution cycle times, by: (A) standardizing the data capture framework (B) defining and implementing diagnostics workflows (C) defining and implementing response matrices• Installed and maintained, Windows-based lab/ test environments in order to replicate client-specific issues.

Ensured the quality and integrity of all software products produced for distribution. Monitors processes and procedures in product development and design under the guidance of the Director of Quality Assurance. I also received the company's "Chain of Excellence Award", in this position.

I was responsible for providing multiple levels of technical support based on the client's SLA. I worked with Virginia Office of Children's Services county supervisors, in ensuring that $200M in distributions from the CSA (Comprehensive Services Act) fund pool were accurately tracked and recorded. I received the company's "Chain of Excellence Award", in this position.

Implemented and supported small scale corporate networks for several local businesses.

Bachelor Of Science, Computer Networking

Bachelor Of Science, Computer Applications