Michael Sullivan

Responsible for overseeing support functions within client-server and cloud infrastructure domains. This encompassed managing day-to-day activities and coordination of critical functionalities, including maintenance tasks while ensuring smooth interactions with senior executive personnel. Pivotal aspects of duties involved providing comprehensive training and educational sessions to senior executives, aimed at enhancing their proficiency with existing systems and acquainting them with new technological advancements.

Planned, coordinated, and executed various projects as assigned, ensuring alignment with organizational goals and objectives; with expertise extended to offering consultation services to senior executives, swiftly addressing challenges and formulating effective solutions to new tasks. Exercised independent judgment and discretion in matters of executive significance, consistently upholding trust and confidentiality.

Successful contributions also extended to managing support for large-scale offsite conferences and overseeing Microsoft Teams Room (MTR) facilities at division headquarters, including becoming the Subject Matter Expert (SME) for MTR deployments division-wide, ensuring seamless integration and functionality. Notably, successfully led the deployment of an extensive MTR solution tailored for the division president, incorporating advanced AV components and infrastructure enhancements to facilitate seamless operations.

Spearheaded a conference room AV stabilization project to optimize audiovisual systems performance and independently installed Cisco Webex Room Kits to facilitate senior leadership's video conferencing needs. Maintained an "always on/Just in Time" availability, providing proactive, high-quality support to onsite, remote, and at-home senior leadership executives, fostering strong relationships and trust.

Consistently demonstrated the highest standards of professionalism and integrity, communicating technical information clearly and effectively, both verbally and in writing, in a nontechnical manner tailored to the executive audience. Acting as a key service delivery expert ensured the seamless satisfaction of day-to-day needs for executives, thereby contributing to the overall success and efficiency of organizational decisions and operations.

Delivered Level 2 technical support and troubleshooting services to internal customers, resolving issues pertaining to desktop and laptop computers, desktop virtualization infrastructures, printers, Avaya telephone systems, various iOS implementations (both current and legacy), software applications, and other devices. Emphasized effective utilization of technology resources and promoted computer literacy while consistently delivering high-quality customer service. Collaborated seamlessly with team members, management, escalation points, and C-level executives to ensure precise implementation and ongoing maintenance of solutions.

Analyzed user feedback to gather input and identify areas required for improvement. Collected, arranged, and input information into database systems which were developed to assist fellow team members with well maintained and coordinated effort to properly handle requests and questions.

Understood each target customer's business model, mapped out organization, and identified unique technology needs.

Autonomously managed new IT assets for imaging; conducted user-specific configurations, including files, settings, and application migration; and executed deployments of laptops, desktops, displays, and printers, including those designated for C-level executives. Responsible for disposing end-of-life IT assets in accordance with established policies, structured processes, and supporting procedures. Proactively addressed all deployment-related escalations, facilitated knowledge sharing and expertise transfer among team members, and assumed ownership of Manchester's TechBar solution, providing comprehensive support and technical troubleshooting services to all employees at Comcast's Northeast region headquarters.

Updated asset management system to reflect work performed, monitored daily activity, and other administrative duties.

Entrusted with providing peer-to-peer support and conducting daily end user training, guidance, and troubleshooting within a PC/Mac environment ratio of 90/10. Responsible for overall performance, effectiveness, and efficiency of end user computing devices, tools, applications, and monitoring systems throughout the enterprise.

Key responsibilities included managing significant volumes of service requests, averaging between 200-300 daily, which came through various channels including phone, email, and deskside support. In 2014 alone, handled approximately 10,000 cases with an outstanding 97% First Call Resolution (FCR) closure rate, underscoring true commitment to swift and effective issue resolution (unscripted support model).

In addition to managing service requests, meticulous and deliberate efforts were made to document processes and maintained knowledge bases to facilitate continuous improvement and knowledge sharing with team members.

Responsible for providing comprehensive desktop and help desk support, ensuring smooth operation of major brand hardware desktops and laptops, as well as proprietary and third-party software solutions.

Played pivotal roles in managing user accounts and permissions within Active Directory and Microsoft Exchange administration environments; handling account creations, maintenance, and terminations with precision and adherence to security protocols.

Oversaw procurement processes for OpEx and CapEx fixed IT asset purchases, ensuring seamless integration into existing user bases and contributing to overall efficiency of IT operations.