Michael Wilkerson
Allen,Texas
Summary
An extremely highly motivated professional with more than a few years of experience within the banking industry and information technology. Knowledge with incidents, problems and triaging technical problems is extensive. Have driven oriented, possess strong analytical, organization, communication skills. Being an extremely engaged team player has earned the respect and confidence from peers both inside and outside of the working environment. Desiring to deliver successful outcomes has been key to the team . Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
28
28
years of professional experience
Work History
Privileged Access Operational Engineer for IBM Guardium
Bank of America
08.2016 - Current
- Provide IBM Guardium infrastructure implementations
- Monitoring along with supporting data protection for all high-risk servers
- Working closely with database and security engineering team for requirements gathering to turn them into effective processes
- Proactively, mitigate potential internal threats which can lead to reputational damage to the organization.
- Following ITIL fundamentals
- Managing RISK
- Change Management
Service Delivery Consultant
Bank of America
08.2013 - 08.2016
- Monitored service level agreement penalties to ensure proper calculations and track any missed for meaningful plan to quickly remediate improvements
- Produced end of month reporting metrics for each supplier(vendor) based on contractual agreements
- Hosted weekly meetings with each line of business and senior leadership by providing status on any impacted reported outage.
Technical Support Associate
Jack Henry & Associates
01.2011 - 08.2013
- Provide level-one technical support for financial institution and merchant clients: extensive focus on customer support and client relationship management
- Communicate extensively with each client and perform independent product research to diagnose and resolve technical issues over the phone or internet
- Maintain current product knowledge of recent changes and upgrades, answer customers' general product questions
- Provide appropriate personnel with a detailed and precise understanding of each issue when problem is escalated to a higher level; monitor incoming cases and emails in accordance with established service level standards.
Problem Management Manager
Hewlett Packard, Inc.
02.2003 - 10.2010
- Identified and resolved network-related incidents caused by errors in the Bank of America network infrastructure
- Proactively managed issues created work-around solutions and repaired known errors to prevent the recurrence of problems
- Conducted major and minor problem reviews; provided management with information relating to problem management quality and operations
- Worked within an IT Infrastructure Library (ITIL) framework to resolve the root cause of all network issues.
Network Operation Center System Analyst
Bank of America
03.1997 - 02.2003
- Monitored the network infrastructure to ensure optimal performance levels of availability
- Identified and resolved problems relating to all data/voice circuits and hardware
- Provide problem determination and resolution to all circuit and hardware outages
- Identified and provided troubleshooting and repairs to meet the needs of more than 100,000 associates and external customers.
Education
Graduate -
Hermitage High School
Some College (No Degree) - Information Technology
J.S Reynolds Community College
Richmond, VAPart-time IT classes -
J.S Reynolds Community College
Skills
- Root Cause Analysis
- ISO Standards
- Problem-Solving
- Multitasking Abilities
- Risk Management
- Troubleshooting
Volunteer Experience
- Habitat for Humanity
- Food Bank Volunteer
Accomplishmentscertifications
- ITIL Framework Compliant Certified, 02350481-01-VM7B, 200431958
- Cisco Call Manager (VOIP Fundamentals), 02/01/05
- Cisco CCNA Boot Camp
- Introduction to Cisco Router Configuration ICRC
- GMRS – General Mobile Radio Services License, WRFF775
- Ham Radio Technical License, In progress
Timeline
Privileged Access Operational Engineer for IBM Guardium
Bank of America
08.2016 - Current
Service Delivery Consultant
Bank of America
08.2013 - 08.2016
Technical Support Associate
Jack Henry & Associates
01.2011 - 08.2013
Problem Management Manager
Hewlett Packard, Inc.
02.2003 - 10.2010
Network Operation Center System Analyst
Bank of America
03.1997 - 02.2003
Part-time IT classes -
J.S Reynolds Community College
Graduate -
Hermitage High School
Some College (No Degree) - Information Technology
J.S Reynolds Community College
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