Hi, I’m
Michael Rocha
Woodstock,VA
Summary
Experienced IT Operations Manager with a proven track record in optimizing IT infrastructure, streamlining processes, and enhancing system performance. Skilled in managing large-scale IT projects, implementing effective solutions, and leading cross-functional teams. Adept at ensuring operational efficiency, minimizing downtime, and driving continuous improvement. I am eager to leverage my expertise in IT operations to contribute to your company's success by enhancing technology systems, improving service delivery, and supporting strategic business objectives.
Overview
6
years of professional experience
Work History
ClickFunnels
IT Operations Manager
06.2022 - Current
Job overview
- Ensured compliance with Level 1 PCI standards.
- Led a dynamic team of system administrators and business analysts to develop and implement security solutions for an organization with 400 employees and contractors.
- Oversaw network and system performance, including troubleshooting, security patching, and routine maintenance.
- Directed technology strategy, infrastructure planning, and roadmap development.
- Negotiated with vendors, and contractors to procure essential products and services.
- Collaborated with executives to plan and advise on short-term and long-term IT system upgrades.
- Managed hardware and software life cycle replacements.
- Developed and implemented mobile device management policies.
- Executed complex mobile device management migrations.
- Procured, maintained, and supported Fortinet network infrastructure.
- Developed AI information technology help desks and automation to maximize efficiency.
- Worked with executives to easily process acquisitions.
ClickFunnels
Information Technology System Administrator
01.2021 - 06.2022
Job overview
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Managed onboarding and offboarding of employees.
- Worked with users to determine areas of technology in need of improved usability.
- Drove continuous improvement of IT governance processes.
- Provisioned new software and hardware for use, following established security policies.
- Implemented and maintained virtual private networks.
- Planned and implemented upgrades to system hardware and software.
- Evaluated software products to determine compatibility with existing systems.
- Diagnosed and resolved hardware and software issues.
- Developed and documented network policies, procedures and standards.
ClickFunnels
Information Technology Operations Specialist
07.2020 - 01.2021
Job overview
- Properly administer and analyze organizational technology infrastructure and departmental analysis.
- Devised and implemented processes and procedures to streamline operations.
- Conducted regular reviews of operations and identified areas for improvement.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Collected, arranged, and input information into database system.
ClickFunnels
Support Operations Coordinator
07.2019 - 07.2020
Job overview
- As a support operations coordinator, I led and provided critical operational support for the Customer Experience department.
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
ClickFunnels
Technical Support Specialist
05.2018 - 06.2019
Job overview
- I was consistently a top-rated agent within the Customer Experience department.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented support interactions for future reference.
- Walked individuals through basic troubleshooting tasks.
- Resolved 14-20 technical support inquiries per day.
Education
Ed X
CS50
Dowell J Howard
GED
Laurel Ridge Community College, Virginia
No Degree from Information Technology
01.2025
Central High School
01.2007
Skills
- Lifecycle Management
- Leadership
- Mobile Device Management
- Software Management
- System Administration
- Help Desk Support
- Soft Skills
- Hard Skills
- Identity access and management
Websites
Certification
Dowell J Howard GED
Coaching kid sports, Family, Camping and Fishing
Dedicated single father with a passion for coaching youth sports, fostering strong family bonds, and engaging in outdoor activities. Enthusiastic about creating memorable experiences through camping and fishing, while imparting valuable life skills and promoting a love for nature. Skilled in teamwork, leadership, and nurturing a supportive and active family environment.
Timeline
IT Operations Manager
ClickFunnels
06.2022 - Current
Information Technology System Administrator
ClickFunnels
01.2021 - 06.2022
Information Technology Operations Specialist
ClickFunnels
07.2020 - 01.2021
Support Operations Coordinator
ClickFunnels
07.2019 - 07.2020
Technical Support Specialist
ClickFunnels
05.2018 - 06.2019
Ed X
CS50
Dowell J Howard
GED
Laurel Ridge Community College
No Degree from Information Technology
Central High School
Dowell J Howard GED
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