Michael Pepper
Greater Hartford,United States
Summary
Technical Support Lead Analyst with 6 years of experience enhancing IT infrastructure and system reliability across diverse industries. Demonstrates strong team leadership and incident resolution capabilities, supported by a robust foundation in customer service and technical support. Committed to driving operational excellence through effective project management and innovative problem-solving strategies.
Overview
7
7
years of professional experience
Work History
Technical Support Lead Analyst
The Cigna Group
Bloomfield, United States
03.2023 - Current
- Monitor systems to ensure operational health, and high availability.
- Engage necessary resources and document incident management following ITIL practices.
- Utilize APM tooling to investigate alerting, escalating to appropriate chains where needed.
- Collaborate with the Change and Problem Management teams to drive stability goals.
- Drive incident management calls, schedule PIRs, and lead standup calls with ITSM colleagues.
Technical Support Engineer III
MGM Resorts International
Springfield, MA
11.2022 - 04.2023
- Supervise L1/L2 engineers, provide scheduling assistance, serve as lead point of escalation
- Liaise between IT and business to reach efficiency and availability demands
- Responsible for all property project reporting, point of escalation for all contacts, and issue mitigation
Field Systems Engineer - Cloud Services
COCC
Southington, CT
03.2022 - 11.2022
- Developed and maintained client-specific golden images, optimizing cloud services integration
- Supported LAN environments, enhancing network reliability and performance
- Trained IT staff, improving team efficiency and technical proficiency
- Facilitated communication between vendors and clients, ensuring seamless service delivery
Technical Support Engineer II
MGM Resorts International
Springfield, MA
07.2020 - 03.2022
- Resolved complex property incidents, improving system reliability for MGM Resorts
- Trained technicians, enhancing team efficiency and service quality
- Developed comprehensive documentation, supporting all MGM Resorts properties
- Facilitated knowledge transfer, reducing incident resolution time
Technical Support Engineer I
MGM Resorts International
Springfield, MA
07.2018 - 07.2020
- Led team resolving complex software/hardware issues for 1500 users, ensuring seamless 24/7 support
- Utilized analytical skills to troubleshoot and resolve technical issues efficiently.
- Collaborated with cross-functional teams to implement effective solutions
Education
AS - Computer and Information Sciences and Support Services
Springfield Technical Community College
Springfield01.2018
Uptime and Efficiency Improvements
- Improved system uptime by 15%, enhancing customer satisfaction across multiple LOBs.
- Reduced incident response time by 30%, optimizing team efficiency.
- Trained 50% of staff, boosting team workflow by 20%.
- Led team in resolving 200+ escalations monthly, maintaining stability goals and accurately reporting on outages.
Timeline
Technical Support Lead Analyst
The Cigna Group
03.2023 - Current
Technical Support Engineer III
MGM Resorts International
11.2022 - 04.2023
Field Systems Engineer - Cloud Services
COCC
03.2022 - 11.2022
Technical Support Engineer II
MGM Resorts International
07.2020 - 03.2022
Technical Support Engineer I
MGM Resorts International
07.2018 - 07.2020
AS - Computer and Information Sciences and Support Services
Springfield Technical Community College
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