Michael Rollman Email & Phone Number

New York, NY, US

New York, NY, US

• Provide escalated and VIP support within the Corporate Technology org, including A/V, endpoint management, printing, identity management (Okta, Azure), and general macOS/Windows/iOS issues.
• Act as liaison between the Service Desk org and the greater Corporate Technology org, to drive systemic issues to solution and work on both org- and company-wide initiatives.
• Project lead for initiatives including development of escalation process, documentation cleanup, development of change management process, asset management cleanup, and outreach initiative to other departments.

Greenwich, CT, US

• Provide tier 2 and 3 support to an array of clients in the financial industry, including several hedge funds. Provide both reactive break-fix support, as well as partnership on scoping and building out larger projects.
• Primarily/exclusively Windows environments, managed thru a combination of O365, Azure, AirWatch, Devolutions, and ConnectWise Automate.

New York, US

• Primary IT support for ~2000 end users within the Xandr organization of Microsoft, providing both proactive and break/fix support.
• Procured, tested, deployed, managed, and maintained mixed environment of endpoints, including macOS, Windows, Linux, iOS, and Android, as well as VDI instances.
• Low-level sysadmin work, including account spin-ups/spin-downs, account permissioning, image and deployment testing, Exchange management, and MDM for endpoints (Jamf, InTune, MobileIron).
• Acted as technical liaison between Xandr org and the greater company thru multiple organizational transitions and integrations, including divestiture to/integration with Microsoft.
• Created step-by-step documentation for end-users, with particular focus on easing technical changes thru organizational transitions.
• A/V support (Webex and Teams) for approx. 40 conference rooms and remote users, with particular focus on executives.

Chadds Ford, Pennsylvania, US

• Support any IT needs for students and staff members at client schools within NYC.
• Assist with hardware & software setup, account provisioning, troubleshooting for printer & A/V equipment, and account lockouts / password resets.

San Francisco, California, US

• Short term contractor for Uber through Milestone Technologies
• Provided on-site help desk support for Uber’s five corporate offices in NYC, and remote support worldwide via internal chat, email, phone and Jira.
• Assisted with desk moves, cleaned printers & A/V equipment daily, troubleshot hardware & software, employee onboarding, and imaging & provisioning hardware.
• Managed Uber’s multi-billion dollar inventory containing A/V equipment and hardware. Management included ordering and tracking equipment through Coupa, CDW, Oomnitza, and AirWatch.
• Decommissioned and recycled out of date and damaged hardware.

Norwalk, Connecticut, US

• Provided support for business continuity solution to ~1600 customer-partners, including data recovery, restoration and failover VMs in situations ranging from standalone endpoint recovery to full site-down failovers.
• Worked to troubleshoot backup and recovery for Linux, Windows, and Mac platforms.Experienced with providing variety of restoration solutions such as file level recovery, disk image exports for bare metal restores, and.
• Contributed to the overall support team knowledgebase, training, onboarding, mentor program, as well as the creation and tracking of product bugs via JIRA tickets.

• Assisted customers with making payments and setting up payment plans.
• Provided support by answering billing and user account inquiries.