Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Current Class Enrollment:
Certification
Languages
Timeline
Generic

Michael Thompson

Mentor,Ohio

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with a swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Data Center Support Engineer

Tech Mahindra at the Cleveland Clinic Data Center
04.2024 - Current
  • Member of the Cleveland Clinics Data Center Team, we facilitate the Day-to-day Operations for expanding, removing and troubleshooting Devices within the Data Center space.
  • Using Excel, we create Physical Network Pathways (Cable Blueprints) on all Devices we Install and Remove in the Data Center Space.
  • Document Equipment inside “DCTrack” a Sunbird Asset Tracking Webtool.
  • Physically Install new Equipment in our Data Centers which includes the subsequent Physical Network, or Storage, infrastructure the Equipment requests following Data Center Cabling Standards.
  • Responding to High Priority Emergencies for Troubleshooting downed Network and Storage connections, Unresponsive Servers/Array’s/Switches and Coordinate with the respective team(s) whom the Equipment belongs to.
  • Monitor Power Usage with PowerIQ, a Sunbird Webtool.
  • Install PDU’s and Configure them with IP’s, Raritan User/Pass so that we can access the PDU’s remotely from PowerIQ and power the outlets on/off.
  • Service Now Experience:
  • Creating Service Requests
  • Creating Changes and Change Tasks
  • Creating Incidents and Incident Tasks
  • Update Devices in Service Now Asset Management
  • Using my Previous Project Management Experience for my Current Role:
  • Coordinate Service Now Changes and coordinating with Multiple Teams for Migration Projects.
  • To Upgrade the Infrastructure of a PDC, I coordinate with Device Owners to have their devices powered down and physically migrated from one DC Space to another.
  • Working with the Client owner on best time to complete this task.
  • Creating Changes in Service Now for Audit/Process Purposes.
  • Coordinating with the Internal Network, Storage and Other Client Related Teams for Awareness and Configurations of new location Switches.
  • Creating Teams Meeting for all Previous Mentioned Teams to join for Physical Migration.
  • Make sure each team is aware of the steps we will follow and what is expected of the teams for this Event.
  • Creating Tasks from the Change for these Teams to sign off once the Change is completed.
  • Above and Beyond My Role:
  • Created Documentation for Internal Process’
  • Expense Report Filing
  • Service Now MyTime Logging and
  • Asset Requests for Laptops within Tech Mahindra
  • Created Documentation for Cleveland Clinic Process’:
  • How to Place a Service Request to Network and Storage Teams for Port Configurations
  • How to place a Service Request for Network/Storage Teams for HP Enclosures
  • Partner Team List
  • This was meant as a Contact List for Network, Storage, DataBase/SQL, Monitoring and VMware/Windows Teams.

Project Manager

Dell Technologies (EMC)
01.2018 - 02.2024
  • Member of the Dell EMC Apex Team, working as Project Manager and Asset Manager on Contracted Managing Accounts. Providing coordinated, efficient, on-time and on-budget customer delivery of products and orchestrating the products install to the highest of customer expectations.
  • Organizing Meetings with our Internal and External Teams for the reason of Creating “RunBooks” or “SOP’s” for Optimal Project Processing for each Individual Client.
  • These would be recurring meetings to address new updates or changes that happen inside each Client’s Account. This makes Each Client get the Best Service Delivery Experiences for their Specific Needs!
  • Setting up Recurring Meetings with the Client to hear any of their Needs/Escalations that they have.
  • Successfully negotiated multiple customer situations requiring tact, reasoning & patience.
  • Creating Meetings with the Client and/or with the Internal Account Team, Discussing New Projects that are in Process, Planned or Client requested for their Facilities.
  • These Discussions would include Power/Network Requirements of Planned Equipment and any peripheral issues that may need to be addressed for the Project (Risk Management).
  • Communicating and Reporting Project Status’ to both Internal Account Team Stakeholders and to the Client. This would require Presenting Organized Documents in Meetings with the Client and with Internal Account Team Stakeholders.
  • Used for Project Tracking and Presentation to Clients and Internal Teams.
  • Excel Sheet Master!
  • Web Based Internal Project Tracking - Teneo System (Dell Created)
  • Easily Pick up on Unique Company Project Tracking Systems!!
  • Coordinated over 300+ Installs for our Clients in Data Centers or their Designated Facilities in the U.S. and Internationally over the past 6 years in both Managed Service and Colocation Data Centers. Designated Facilities include Client Office Building or Secondary location for smaller Business’s.
  • Managing New Client Start Up with Ordering and Installing Equipment Totaling More than $12,000,000 - Client signed for 3 more years after this Success!!
  • Using Propel and Salesforce to Schedule On-Site Technicians and Configuration Engineers (SA’s, Solution Architects) for Project Installations and De-Installations
  • Scheduling Meetings with Engineers, On-Site Technicians and Clients all together (with a smile and tact!)
  • Agile Project Management - Managing Multiple Projects at one time and Still Deliver the Project to the Customer’s Best Expectations!
  • Experience working with Multiple Teams on Delivery Updates and Changes. Ex: Customer Deliveries with FedEx, UPS, Radiant Global, etc

Infrastructure Specialist and Project Coordinator

Alliance Telecommunications
07.2016 - 01.2018
  • Company Overview: Alliance Telecom (Raleigh NC) has a contract with its partner in New Jersey, which expresses anonymity. We have been tasked to handle all the Large Cable Installs and Troubleshooting for Large Scale projects for this customer’s Data Center. When Large Vendor Equipment Installs or Expansions are tasked to be installed, we cable and provide support to the backbone of the Data Center. My job also entailed Coordinating the Install of Patch cabling post infrastructure installation and Verifying cabling completion of DC Techs.
  • Created Excel sheets for cable structure and route with ports allocated for DC Techs to run
  • Coordinate with Dell Team of new projects coming in and verifying network infrastructure requirements at the Data Center.
  • Provide final Verification of cable structure and route (patch plan) when complete
  • Provide update to External and Internal Stakeholders of Infrastructure completion and provide Patch Plan and Documentation of completed work.
  • Install optical fiber runs (SM/MM) between customer requested devices.
  • Install Cisco Storage and Network devices into racks
  • Install copper runs for above devices (MGMT’s, CON, Uplink)
  • Install circuit runs from Customers PoE/GDP to requested data center device
  • Cable up LEAF network system, ToR (top of rack) switches and Spine’s
  • Install structured cable under floor & above in cable tray to provide a jump points
  • Installation of fiber Can/Box and fiber cords to provide access to jump points
  • Label, label, labels for installed cables (multi line)
  • On call/off shift hours

Data Center Operations Tech I

C.H. Reynolds at Cisco Systems
09.2014 - 07.2016
  • Company Overview: C.H.Reynolds (Raleigh, NC) is a Cisco Systems contractor providing Data Center Layer 1 services. One of the longest partnerships, C.H. Reynolds implements, troubleshoots and builds the Data Centers for Cisco Systems.
  • Perform fiber runs (SM/MM) & fiber testing/troubleshooting between buildings
  • Install Cisco Storage and Network devices into racks
  • Performed cabling and configuration on PDU’s for network set up
  • Lead the fiber and device migrations within the data center
  • Perform Layer 1 Infrastructure tests on Turn Up’s and Hand Over’s to Customers.
  • Created patch plans for inter-device routes
  • Performed on-call rotation for Cisco Systems
  • Maintained Port Availability sheets for future patch plan’s
  • Ticketing requests and logging time (ServiceNow, Cadence and Remedy)
  • Performed device elevation audits of cabinets and supported Excel updates
  • Lead and performed in new Data Center buildout

Data Center Technician

Viawest
06.2011 - 09.2014
  • Company Overview: Viawest (Denver, CO) is one of the largest privately held Data Center and Managed Hosting companies in North America. Viawest provides colocation, complex hosting, cloud and managed services. Viawest’s standards of Customer service is one of the best, and with 24/7 customer assistance, they meet this mark.
  • Provisioned/Deprovisioned Cat5 and COAX cables, servers and cabling
  • Maintained cable environment’s for customers (CAT5, fiber, Coax[DS3])
  • Performed “Remote Hands” configuration of customer’s devices
  • Supported customers directly: take and make calls to customers re their environment/service
  • Worked with customers on their Media Library Tape rotations with Iron Mountain
  • Imaged Servers for Managed Hosting
  • Mentored in Project Management for 12 months.

Education

High School Diploma -

Wakefield HighSchool
Raleigh, NC
05-2005

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Cleveland Professional Bartending School
Cleveland, OH

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Raleigh, NC
07.2017

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Denver, Colorado
06.2014

Skills

  • Experienced in Microsoft Word, Excel, PowerPoint & Proficient in Web-based business tools
  • Data Center Knowledge: Cable Infrastructure, Physical Provisioning, Data Center Standards
  • Ticketing Systems (SNOW/Remedy/Cadence/Jira), Teneo Tracking Systems, SAP/Propel and Salesforce/FinancialForce
  • Technical documentation
  • Hardware support
  • Ticketing systems
  • Project coordination
  • Project management
  • Troubleshooting and Diagnostics
  • Incident management
  • Project tracking
  • Verbal and written communication
  • Deliverable tracking

Hobbies and Interests

Ice Hockey, Off-roading and Camping, Play pick-up in 35+ men’s league (Beer League.) Where what happens on the ice, stays on the ice

Current Class Enrollment:

PMI CAPM Exam Prep Course – Remote from PMI Website – Uncompleted

Certification

CCT - Cisco Certified Technician Certification - 2014

Certified Mixologist - 2012

PMI - CAPM Certification (In Progress)

Languages

English
Native or Bilingual
Danish
Elementary
French
Elementary

Timeline

Data Center Support Engineer

Tech Mahindra at the Cleveland Clinic Data Center
04.2024 - Current

Project Manager

Dell Technologies (EMC)
01.2018 - 02.2024

Infrastructure Specialist and Project Coordinator

Alliance Telecommunications
07.2016 - 01.2018

Data Center Operations Tech I

C.H. Reynolds at Cisco Systems
09.2014 - 07.2016

Data Center Technician

Viawest
06.2011 - 09.2014

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Cleveland Professional Bartending School

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High School Diploma -

Wakefield HighSchool

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