Michael Ball Email & Phone Number

Durham, North Carolina, United States

I managed support of the end user computing and enterprise applications for the Peter Millar and G/FORE environments.● Managed the service desk and deskside support for Microsoft, Apple, and Azure environments● Oversaw BlueCherry ERP system support, critical incidents/RFEs with the software provider, and the EDI support vendor relationship● Implemented the Kandji MDM solution to manage and secure the company’s Apple environment● Governed the ITSM solution (Solarwinds Web Help Desk), Incident, and Change Management, improving efficiency and response times to major incidents● Led Jira Service Management implementation project● Managed IT Asset Management, onboarding, and offboarding processes

St Louis, Missouri, United States

Contracted to provide ITIL expertise and program management to a multi-process ServiceNow implementation● Aligned the implementation of Application Portfolio Management with TBM Council standards● Led the implementation of Service Mapping, Event Management, and improvements to Discovery, enabling usage of the IT Operation Management module’s Operator Workspace● Facilitated the ServiceNow stakeholder group to align all organizations across upgrades and new implementations

Remote

Performed Major Incident Management and process consulting duties at Change Healthcare● Led major incident response teams from escalation through major incident review● Improved Major Incident Management process improving data capture to enable more thorough root cause analysis during Problem Management

Lawrenceville, Ga

Manage international service desk, deskside support, and ITSM software teams across seven countries spanning the time from joint Cisco/Synamedia support to full Synamedia support model.● Managed team migrating the laptop/desktop fleet of 4000+ systems from Cisco to Synamedia images saving Synamedia approximately $6,000,000● Oversee all Synamedia support provided by the service desk, deskside support teams, and major incident response● Established FreshService ITSM system for incident, problem, change, knowledge, service catalog management● Established SnipeIT configuration management solution to track all user devices.● Created Synamedia IT Service Portfolio

Raleigh-Durham, North Carolina Area

• Manage internal groups providing teams / services to the Cloud Operations group. This includes but not limited to: Service Desk, Database Admins and general Tech Ops • Oversee IT Operations processes including: Event Management, Incident Management, Problem Management, Configuration Management and Change Management Processes for all Cloud Services to ensure issues are being handled timely and according to SLAs • Manage all aspects of cloud operation's environment to provide for 24x7 availability including hosting, disaster recovery, security, infrastructure and application performance monitoring / alerting, and support for cloud environments • Manage DevOps application support, maintenance, and deployment including product patches, migration, and release rollouts. • Coordinate with development teams to create products that are cloud ready, resilient, and scalable Define and report Key Performance Indicators (KPI) and Service Level Agreements (SLAs) to monitor process health; define and report client facing service metrics Contribute and continually enhance policies and procedures for cloud services Ensure SOC auditable security policies are implemented and maintained for cloud services.

Raleigh-Durham, North Carolina Area

Senior Implementation Specialist and trainer for the Dimension Data IT Service Integration (ITSI) offering. Technical review and approval of ITSI projects. Mentor business analysts and transition teams.- Implemented B2B ITSM system connections for government and international projects- Authored ITSI training curriculum to certify implementation specialists

Morrisville, Nc

Project Manager and Implementation Engineer for Cisco ServiceGrid B2B integrations. Architected multi-vendor SIAM ecosystems for Fortune 100 companies. Implemented B2B connections between customer ITSM environments via SOAP and XSLT.- Executed multi-company projects from design to delivery on time and within budget- Improved and automated customer ITIL process workflows reducing MTTR 27%- Co-authored Cisco ServiceGrid Problem Management process to reduce customer incidents

Morrisville, Nc

Problem Manager and process architecture with Cisco IT Operations Center. Co-developed Cisco global IT Problem Management process, Critical Success Factors, and Key Performance Indicators. Coordinated Cisco Problem Management tool enhancements, testing, and training.- Oversaw mitigation effort yielding a 39% - 58% incident reduction across multiple services- Responsible for Cisco global IT Problem Management process architecture and metrics- Business lead for Remedy Problem Management module, including tool enhancements, testing, and training- Liaison to multiple ITIL process teams (IM, CM, RM, SACM, SPM, etc) to ensure alignment/integration

Morrisville, Nc

Business Operations team for Engineering IT (hosting, platform, and application teams). Spearheaded adoption of IT Incident, Problem, Change, Service Portfolio, Service Asset and Configuration, Knowledge, and IT Service Continuity Management processes.- Established organization Service Portfolio presence aligned to Proact BOST architecture- Developed Service Total Cost of Ownership methodology for $13M in services to align organization with IT TCO compliance- Prepared metrics and analysis for Cisco CIO Service Reviews to communication the organization’s service health to all levels of management

Morrisville, Nc

Systems Administrator with Cisco Systems' Engineering Hosting Solutions, a global team responsible for a geographically distributed data center environment. ITSM team lead and department Problem Manager. Managed projects focusing on capacity management and virtualization. Executed organization’s transition to Remedy 7 for Incident, Problem, and Change Management- Directed ITIL process adoption and group Service Portfolio to align with Cisco IT- Enforced Problem Management process reducing defective root cause from 50% to 0%- Maintained Service Asset and Configuration and Availability Management data to improveIncident, Problem, and Change Management reporting- Resolved Linux/Solaris OS and hardware incidents on mission critical servers

Morrisville, Nc

Managed a team of 12 Linux / UNIX / Engineering application support analysts with Cisco Systems' enterprise wide, internal service desk. Liaison to Operations Command Center major incident process and on call escalation duties. Technical lead and trainer for approximately 99 Service Desk analysts. Supported general and engineering client base.

Asheville, North Carolina

Implemented the layout and logic for medical tests and reports. - Lab Information System (LIS) administration in SCC SoftLab - Performed analysis, testing, and implementation of laboratory tests - Implemented and tested html-driven, customer-facing reports - Performed ad-hoc reporting via SQL to all levels of staff

Asheville, North Carolina

Project driven internship to upgrade and document corporate LAN - Cisco Catalyst 2900, 3500, and 3550 configuration and deployment - Network documentation including physical layout diagram - Implementing cable management - Assisted in planning future VPN and firewall solutions

Germantown, Md

Performed service desk and desktop support for a user base of approximately 3000 users. - Daily tasks included providing support for a variety of MS Windows, UNIX, network, dial-up problems, and routine systems administration tasks on Citrix MetaFrame Servers and UNIX Systems.