Michelangelo Agnone

• Serving as a Technical Program Manager overseeing over 40 S2500 Federal Agency customer tenants.
• Responsible for the delivery of the FastTrack benefit and onboarding of Office365 and Microsoft365 services. This includes but is not limited to: Microsoft Entra, Microsoft Defender services, Purview Information Protection, Microsoft Intune MDM/MEM, and all of the collaboration workloads.
• Hired to partner directly with Federal agencies on the White House Executive Order (EO14208) to assist with implementing Zero Trust across the M365 landscape. This work included regularly recurring Deployment Planning Workshops presented to Executive Leadership customer teams to help drive strategic direction for Zero Trust implementation efforts.
• This role also continued to require technical delivery which included implementation guidance, demonstration, lab building, and technical overview for supported workloads
• Fostered partnership with Customer Success and Strategic Technical business units at Microsoft to help knowledge share, understand the broader landscape of Microsoft offerings to support customers, and coordinate multi-pronged efforts for upselling opportunities and strategic oversight.
• Lead PM for a multi-faceted group of FastTrack Engineers, FastTrack Managers, and fellow FastTrack Architects to develop global FastTrack customer and internal facing collateral focused on security. This included creating and curating customer facing discovery demonstration decks, Zero Trust technical overview, best practices, and implementation overview documentation.
• Developed and presented Zero Trust training material to the FastTrack engineers and technical SME group, leading multiple internal delivery sessions.

Key Achievements:

• Served as Security & Identity Area lead (FY23 and FY24) for all FastTrack Architects in the Federal space. This included reviewing the entire Federal program to use a data-driven approach to implement targeted customer campaigns for onboarding Security and Identity OKR workloads. Understanding changes and trends in the identity and security space that may affect our onboarding customer-facing efforts.
• Recipient of FY23 “Delivering Success” Impact Award for efforts in creating Zero Trust delivery content and presenting to Microsoft partners to help drive partnership and coordination around Zero Trust delivery for mutual customers.
• Recipient of FY24 “Living Our Culture” Impact Award for efforts in a collaborative effort to curate publicly available customer-facing training video series highlighting the integrations across MDE and MDI. This effort required cross-functional collaboration with Marketing, Product Manager leaders, and technical writers to create the content, and execute on the presentation flow.

• Company Overview: Acquired SADA Systems, Inc
• Consulting for mid to large size businesses on deploying Microsoft’s Enterprise Mobility + Security solutions.
• Each project we follow a Discover, Design, Deploy, and Dedication methodology that allows us to intelligently craft design proposals that are specific to each customer, and unique in their consideration.
• While balancing delivery and pre-sales work, I have also implemented a concise standardization in how design, and envisioning documentation for security offerings is composed and delivered.
• Standardization of delivery workflow for deploying Microsoft Intune to customers belonging to a wide ranging list of industry verticals for both Mobile Device Management as well as Windows10 PC management and co-management.
• Consultation with Enterprise Mobility + Security Solutions Architects with properly assessing customers and scoping accurate SOWs.
• I also coordinate with senior practice leads on developing security offerings to help empower sales organizations to package and present different facets of Microsoft’s Security products including but not limited to: Microsoft Intune, Azure ATP, Microsoft Defender ATP, AIP, Microsoft Cloud App Security, Office365 ATP, etc.
• Microsoft certified to deliver Customer Immersion Experience events either on-site at a customer’s location or at a Microsoft location.
• These sessions allow customers to get a2-day hands on introduction to Microsoft’s Enterprise Mobility + Security solutions demonstrate the benefit that they provide.
• This resulted in numerous opportunities for either a full deployment SOW, or follow-up Threat Check or Security Audit SOWs leveraging the tools demonstrated during the CIE.

Key Achievements:

• Instituted standardization in delivery documentation including design proposal templates, architectural design templates, envisioning documentation that aids in educating customers on the proposed design solution.
• Worked closely with the FastTrack team to help generate ~$250K in revenue in Q32019 - Q22020 upselling customers on partner delivered consulting and managed services.
• Certified in Microsoft365 Security Administration to both improve skill sets in delivering M365 EM/S products as well as contribute towards our partner competency level with Microsoft.
• Certified to deliver Microsoft Security CIE workshops with prospective customers that have significant interest in Microsoft’s advanced security offerings as well as generated interest in Core BTS’ consulting services to assist in implementing the solutions demonstrated.

• One of the founding members of the then newly formed “Customer Onboarding Group” responsible for providing new clients with leadership and strategic direction for both planning and implementation of the entire Fonality product line.
• Responsible for understanding current client network topologies/architecture and adjusting the scope for any particular requests such as VLANs, port availability, and route mapping.

Key Achievements:

• Responsible for bringing the then current 40-day timeline for installation tickets down to 20-days.
• Achieved this by setting procedural standards for each installation ticket that included detailed notation of customer infrastructure details, scheduling timeline models, as well as call menu models for expediting the process of translating client needs into an effective call tree.
• Led monthly ticket reviews with management to assess project statuses, ensure the most effective scheduling is in place, and review any specific requests on a per-case basis.

• Engaged in and tracked high-priority voice/data networking issues, where responsible for monitoring, documenting, escalating (if appropriate), and resolving of all trouble tickets belonging to clients.
• Provided weekly ticketing summaries to strategic clients, evaluating their issues and their set/planned resolutions.
• Identifying opportunities to recommend, as well as upselling different services and advanced features available.
• Responsible for sales-oriented engagements, involved in both understanding and evaluating potential client needs and recognizing opportunities.

Key Achievements:

• Handled45+ technical calls and service tickets daily, consistently meeting high, client sensitive requirements.
• Established escalations team that provided “on-call” service and support24/7, to resolve any and all important customer related issues.

• Part of an engineering team responsible for providing off and on-site repairs to some of our highest profile clients in the media, financial, and professional service industries.
• Experience troubleshooting and maintaining networks, as well as implementing L2/L3 protocols.
• Provisioned, configured, and implemented of all the aspects of a hosted network infrastructure.
• Accountable for the design and development of an enterprise’s network architecture, including the configuration of switches, routers, ASAs (Cisco5500 series, Sonicwalls), as well as the provisioning of SIP/SCCP IP Telephony devices.

Key Achievements:

• Implemented and managed our sageACT! Server, provisioning the database to include existing and potential clients, and allowing for functionality to connect data-entries together, creating an internal network to provide statistical data for the Marketing/Sales team.
• Managed the restoration of telecommunication and data services to parts of downtown NYC following Hurricane Irene.