Tom Micks Email & Phone Number

Detroit, Mi, Us

Detroit, Mi, Us

Farmington Hills

• Responsible for 3rd level server, VM, and backup infrastructure support:o Server, VM, backup, and storage infrastructure monitoring and alert management.o Hardware, firmware, vendor hardware repair coordinationo Vendor relations and maintenance renewals.o Operating system upgrades, patch management, and anti-virus managemento Lead enterprise change management, architecture, application landscape upgrades and change support.• Regular assessment of risks within the Wintel and VMware environment & sustainable implementation of measures from monitor-report, audits, ICS findings, and risk assessments. Remediate potential threats.• Directly and indirectly responsible for architecture, implementing, completing or supporting numerous high level IT projects.

• Server, desktop, and laptop maintenance and repair in Wintel and Apple Environments• Small to large office network, server and workstation implementation• OS and application administration in Windows, Linux and Apple environments• Backup Strategies for enterprise class and consumer class clients• Data recovery from failed systems and unintentional data loss• Email implementation and support utilizing Microsoft Exchange and Google Apps• Google Apps Migration and Implementation• Custom Web and CMS builds.

Ann Arbor, Michigan

Lead role for Tier 3 infrastructure support of the Audatex datacenters for various server OS platforms, i.e. Windows Server, Red Hat Enterprise Linux (RHEL), and VMware ESX.Windows Server 2000 – Windows Server 2003 server upgrades (200 servers)Redhat deployment certification, implementation, and management (850 Servers)Microsoft Windows Server 2000 / 2003 / 2008 R2 deployment certification, implementation, and management / Physical to virtual conversion of over 400 serversVMware implementation and managementVMware environment upgrade from 3.5 – 4.1Microsoft Hyper-V implementation and managementSuccessfully completed 4 Datacenter migrations and production server consolidation Data center migration from Ann Arbor facility to a new Datacenter facilityData center migration from San Ramon California to Ann Arbor MichiganProduction server consolidation from Milwaukee Wisconsin (Hollander) to Audatex Ann Arbor MichiganMigrated existing server hardware to new facility location for 325 serversStaged new server hardware and restored server from backup for 400 serversPerformed physical to virtual migration for 500 serversCaptured backup image and applied it to newly staged hardware for 150 serversImplemented policy and procedures for data center managementImplemented HP Enclosure / Blade infrastructure environment and best practicesImplemented Raritan Centralized Server environmentImplemented HP SIM environment for hardware monitoring, firmware, and automated updatesImplemented asset tracking and inventory for a tier 4 datacenter and 200+ workstation environmentImplamented disaster recovery and backup process

Ann Arbor, Michigan

• Internal Tier III Technical Consultant covering one line of business across three contact centers for 28 proprietary applications. This was in addition to managing escalations for multiple hardware and OS platforms, 3 wireless communication methods, network connectivity and performance.• Facilitated product defect resolution with Product Development including prioritization.• Developed, authored and implemented training and support program for the Technical Support organization. Training was on-site in policies and procedures, hardware/software and hands-on. Also provided techs with web and Manuals documentation and knowledge-base data.• Achieved 93% reduction in escalations while managing product defect resolution with multiple Product Development teams; accelerated average time to resolution for escalations by 92%.• Performed and coordinated Alpha & Beta testing, new and upgrade product reviews and coordinated Go/No-Go vote into production.• Coordinated and implemented training in policies and procedures, software, hardware, and wireless communications. Introduced and implemented improved procedures and protocols.• Received World Class Service, Exceeding Client Expectations and President’s Award.• Supported clients in a call center environment on any one of the 28 proprietary applications, leased laptop OS/hardware platforms, or communication pathways.• Mentored Technical Support Representatives and assisted management with unresolved or escalated issues.• Performed review, input and modification of mainframe processes and data.• Facilitated in New Hire Orientation and training.• Contributed to training documentation, department knowledge-base • Utilized analyses of Process of Elimination and Divide and Conquer, team work, prioritization and escalation to ensure timely completion of requests and issues for ADP clients.• Received World Class Service, Exceeding Client Expectations and President’s Award