Mike Wagar Email & Phone Number

Olympia, Wa, Us

Dallas, Texas, Us

Dallas, Texas, Us

I've accepted the role of IT Service Delivery Manager accountable for all IT support service functions for HKS - an international architectural firm.

Seattle, Wa, Us

Bothell, Wa, Us

Dallas, Tx, Us

Managed an Integrated Customer Service (Desktop/Service Desk) team and provides direction to multi-discipline IT personnel based in Colorado (Server Operations, Telecom and CAD Support) in support of the production environment in three primary offices and 20+ project offices across Colorado, Montana, Texas and Wyoming representing multiple lines of businesses and 900 customers.● During the acquisition of Carter & Burgess, Inc.; managed network migration activities between corporate and local IT teams, developed processes for the integration and published relevant articles on the company’s Intranet site. ● At completion of the network integration, assumed the IT Manager role for the Colorado region. ● Integrated two separate Colorado based IT teams into a single cohesive support group that now supports the Colorado, Montana and Wyoming user base.● Manages a multi-million dollar hardware and software budget.● Manages vendor relationships and agreements.● An active participant in Jacobs Managed Desktop / Service Management program to impliment ITIL processes into Jacobs IT.● Managed the IT aspects of setting up a 120-person office which included involvement with multiple IT disciplines including; Site and Server Operations, Network Services, and Telecom.● Managed the network design, build out and support of the following offices/sites. Design details include; data/voice connectivity, cable plant design, server needs, data management, network security adherance, on-site/remote IT support and budget control.- A 120-person office at the Denver Tech Center in 2009.- A 100-person ExxonMobil construction site in east Texas mobilized in 2010.- A 100-person construction site currently mobilizing at the Climax Molybdenum mine near Leadville, CO

Managed the strategic and tactical operations of the Enterprise Service Desk (ESD), Desktop Support and CAD support teams serving 3200+ end users. Led the teams toward achieving service level goals while providing exemplary customer service and driving process improvement to build and maintain a world class support group. Accomplishments include:● Led rollout of the Enterprise Service Desk across the company; migration from a decentralized to a centralized support environment.● Coordinated redevelopment of company’s incident management system to enhance system functionality and addition of ITIL-based framework modules.● Implemented Cisco Automatic Call Distribution (ACD) system for use by the Enterprise Service Desk.● Improved processes used by the ESD (customer contact, case documentation standards, hot hand-offs of cases, major events, negative surveys, case severity definitions . . . etc). Chaired emergency conference calls when major events occurred.● Developed IT “Morning Report” and “Weekly SiteOps Report”, The Morning Report reported; ACD stats, prior day activities (top issues, survey stats, new case volume by hour, and completed cases by team), case aging, and open cases by priority, The weekly report expanded on the Morning Report by including Mean Time to Resolution (MRRT) stats. ● Coordinated Service Desk’s support of company’s newly implemented ERP applications.● Coordinated IT activities of a business unit divestiture from Carter & Burgess, Inc.

Greenwood Village, Co, Us

Managed multi domain Windows NT 4.0 / Novell NetWare 3.12 networks throughout Merrick's WAN, consisting of 10 NT servers (including a WINS, DNS, DHCP and RAS server), 11 Novell servers, and 350 NT/95 workstations. Supervised Network Administrators in remote offices. Built file servers as needed and installed server patches when appropriate. Ensured corporate data integrity through security, virus protection, server, disk redundancy, UPS usage, and daily backup to tape. Managed/Administered corporate e mail infrastructure. Assignments required travel to remote offices for Network Operating System (NOS) deployment, cable plant design and installation, etc.. Assisted helpdesk technicians as needed, along with developing and documenting procedures to further improve computer staff and end user performance.

Phoenix, Az, Us

Administered day to day operations of a large corporate Novell NetWare network consisting of 400+ Microsoft Windows 3.1 workstations and 18 NetWare 3.11 file servers operating on a 10BaseT segmented Local Area Network (LAN). Built file servers as needed. Installed and upgraded hardware and software for both servers and workstations. Ensured software license agreements were adhered to through inventory control and configuration of application metering software. Administered Microsoft Mail and network wide back up and tape rotation. Resolved LAN application problems.