Michael Lennert
Fort Myers,FL
Summary
IT and Operations professional with extensive experience delivering Tier 2/3 technical support, managing enterprise networks, and overseeing large-scale contact center operations. Skilled in system deployment, network administration, incident management, and compliance-driven application support within healthcare and customer service environments. Proven track record of reducing downtime, improving SLA performance, and enhancing system efficiency across nationwide teams. Recognized for strong problem-solving, leadership during crises, and cross-functional collaboration.
Overview
21
21
years of professional experience
1
1
Certification
Work History
IDENTITY AND ACCESE MANAGEMENT ANAYLST
GenesisCare USA
05.2024 - 07.2025
- Managed user lifecycle processes, including onboarding (network accounts, Office 365, EHR/EMR access) and secure offboarding in compliance with organizational policies.
- Administered Office 365 services (mailboxes, security groups, distribution lists) and generated workforce management reports to support contractor and temporary staff oversight.
- Automated account terminations using PowerShell scripts, streamlining workflows and saving significant man-hours.
- Supported IT operations by completing NinjaOne administration training, mentoring Level 1 technicians, and utilizing tools such as ADManager Plus, ServiceNow ITSM, Workday, and Windows Server.
IT Support Specialist
Genesiscare
01.2014 - 04.2022
- Delivered Tier 2/3 IT support for 40+ nationwide oncology offices, resolving 25+ tickets daily and cutting downtime by 30%.
- Administered and optimized MPLS/Metro-E hybrid networks (Cisco & Fortinet), maintaining 99.9% connectivity uptime.
- Deployed and configured 1,000+ PCs, peripherals, and O365 accounts, reducing onboarding setup time by 20%.
- Implemented SolarWinds monitoring and root cause analysis, decreasing recurring network issues by 35% and boosting user satisfaction.
Application Support Specialist
Symmetric Revenue Solutions
04.2011 - 08.2013
- Supported Oracle-based medical coding platforms for 500+ coders nationwide, ensuring high system performance and reliability.
- Managed virtual servers and proprietary applications (FTP/HL7), sustaining 98% system uptime.
- Coordinated application updates to align with healthcare compliance requirements, improving regulatory audit readiness.
- Enhanced incident resolution by developing troubleshooting documentation, reducing average ticket resolution time by 15% and lowering security-related incidents by 25%.
Onstar Command Center Analyst II / Crisis Analyst
MinacsMinacs
07.2005 - 08.2007
- Managed service delivery metrics for OnStar contact centers across multiple lines of business, ensuring consistent SLA performance.
- Monitored and maintained availability of computer and phone systems to support 24/7 operations.
- Escalated IT issues and service disruptions to management, facilitating timely resolution of enterprise outages.
- Demonstrated leadership and attention to detail during major crises, including outage recovery across three primary contact centers and the Command Center.
GM CARS Workforce Analyst
Sitel Group logo
02.2004 - 07.2005
- Oversaw daily operations in GM CARS customer support command comprising 300-600 phone agents
- xcenters, ensuring adherence to SLAs and performance metrics.
- Analyzed call center data to provide staffing recommendations, optimizing workforce allocation and service delivery.
- Delivered first-level technical support, including creation and updates of ACD accounts.
- Achieved consistent success in metric management and IT outage resolution, maintaining operational continuity
Education
B.S. Computer Iformation Systems - Computer Information Systems
Florida Gulf Coast University
Fort Myers, FL08.2022
Computer Informartion Systems - Computer Information Systems
Henry Ford College
12.2003
Skills
- IT Support (Tier 2/3)
- Call Center Operations
- SLA & Service Delivery
- Virtual Server Management
- System Deployment & O365
- System Deployment & O365
- Cloud Application Optimization
- Incident & Outage Management
- Root Cause Analysis & Troubleshooting
- Network Administration (Cisco, Fortinet, active directory/azure)
Certification
- Cisco CCNA
- CompTIA Network+
- CompTIA A+
- ITIL Foundation
Personal Information
Timeline
IDENTITY AND ACCESE MANAGEMENT ANAYLST
GenesisCare USA
05.2024 - 07.2025
IT Support Specialist
Genesiscare
01.2014 - 04.2022
Application Support Specialist
Symmetric Revenue Solutions
04.2011 - 08.2013
Onstar Command Center Analyst II / Crisis Analyst
MinacsMinacs
07.2005 - 08.2007
GM CARS Workforce Analyst
Sitel Group logo
02.2004 - 07.2005
B.S. Computer Iformation Systems - Computer Information Systems
Florida Gulf Coast University
Computer Informartion Systems - Computer Information Systems
Henry Ford College
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