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System Operations Engineer
Michael Bennett
,
tucson, AZ, United States
Experience
Other titles
Skills
I'm offering
a
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2015 - ?
job
Technical Program Manager, Fax and Document Delivery Group - RightFax
OpenText Inc.
Delivered Management and Escalation Project Management of critical issues
Partnered with internal SMEs and external stakeholders
Project Management for critical customers consisting of steps and ETA for key milestones
Identified and utilized resources effectively to resolve high severity issues
Managed conference calls for ongoing escalation management
Held war room calls for service disruption incidents
Worked with Principals to triage bugs based on their severity for priority resolution
Solution testing, verification and implementation
Productivity Improvement
Identify areas in Technical Support delivery that can be improved
Created Functional areas based on product competencies
Core Application, Transmission & Networking, Integrations, Cloud Services
Implemented Component tracking to allowing us to train Analysts on problem generators
Mentored Tier 1 and 2 Technical Analysts
Drove adoption of new Support initiatives to decrease the Mean Time To Resolution
6 to 3 business days on the Tier 1 inbound queues
10 to 6 business days on the Tier 2 queues
Reduced overall escalations by 60% through proactive backlog and customer incident management
Customer Satisfaction increased from the high 70% (2015) to a consistent mid 90% (2017)
Provided ASP Certified software partners with high visibility management support
Strategic Partner for all open Development and Support issues
Held biweekly issue review with key partners and their group managers
New customer MFP fleet deployments
Existing fleet upgrades and change overs
New Product offering launches and support (Cloud Services and Managed Services)
Managed long term cooperative development on device connectors
Program Targets Review
Optimize Service Program Manager - Premier Support
Organization and delivery of Premier Support
New Customer Onboarding and Transition from Standard Support and Partners
Created all relevant customer specific documentation
Monthly overview reporting and regularly scheduled calls
Proactive team communication
Long term project planning and resource allocation, partnering with the assigned Technical Consultant to create and maintain Account Planning
Partnered with Professional Services and Sales Management on projects and upsell opportunities involving Optimize accounts
Partnered with internal SMEs and external stakeholders
Project Management for critical customers consisting of steps and ETA for key milestones
Identified and utilized resources effectively to resolve high severity issues
Managed conference calls for ongoing escalation management
Held war room calls for service disruption incidents
Worked with Principals to triage bugs based on their severity for priority resolution
Solution testing, verification and implementation
Productivity Improvement
Identify areas in Technical Support delivery that can be improved
Created Functional areas based on product competencies
Core Application, Transmission & Networking, Integrations, Cloud Services
Implemented Component tracking to allowing us to train Analysts on problem generators
Mentored Tier 1 and 2 Technical Analysts
Drove adoption of new Support initiatives to decrease the Mean Time To Resolution
6 to 3 business days on the Tier 1 inbound queues
10 to 6 business days on the Tier 2 queues
Reduced overall escalations by 60% through proactive backlog and customer incident management
Customer Satisfaction increased from the high 70% (2015) to a consistent mid 90% (2017)
Provided ASP Certified software partners with high visibility management support
Strategic Partner for all open Development and Support issues
Held biweekly issue review with key partners and their group managers
New customer MFP fleet deployments
Existing fleet upgrades and change overs
New Product offering launches and support (Cloud Services and Managed Services)
Managed long term cooperative development on device connectors
Program Targets Review
Optimize Service Program Manager - Premier Support
Organization and delivery of Premier Support
New Customer Onboarding and Transition from Standard Support and Partners
Created all relevant customer specific documentation
Monthly overview reporting and regularly scheduled calls
Proactive team communication
Long term project planning and resource allocation, partnering with the assigned Technical Consultant to create and maintain Account Planning
Partnered with Professional Services and Sales Management on projects and upsell opportunities involving Optimize accounts
Cloud services, Mean, Manager, Software, Development, Testing, Incident Management, Support, Customer Onboarding, Implementation, Project Management, Service, Sales, Management, Onboarding, Cloud, ASP, Sales management, Networking
2014 - 2015
job
Technical Analyst
Fax and Document Delivery Group.
Directed administrators through installing and configuring RightFax enterprise software
Planned and carried out integrations within their enterprise environments
Identified installation issues and taught best practices when administrating the software
Analyzed current environments and provided upgrade paths
Advised and tested disaster recovery configurations and service continuation
Verified configurations to ensure optimal uptime and avoid potential issues
Resolved escalation cases of mission critical production environments
Corrected major outages and restored confidence in the core product
Helped administrators and management teams understand the root cause and resolution
Provided actionable tasks and training to avoid these risks in the future
Provided ASP Certified software partners with immediate support and remedies
Rapid response for the Application Service Provider Partner Help Desk
Consistently rated highly by customers and partners in satisfaction surveys
Managed Senior Analysts, ensuring correct and timely case resolution
Team Lead - Emergency Response Team for service escalations
Created a standard response process to ensure SLA compliance and incident resolution
Live call training new Technical Analysts in troubleshooting methodology
Instructing in best practices and time management for case resolution
RightFax Core Application
Installation and configuration Stand Alone and Clustering
Environment virtualization with Microsoft Hyper-V, VMWare vSphere
Active Directory/LDAP sync
Client integrations with IIS server, mass SCCM deployments
RightFax Network Transport
VoIP, ISDN, Fax over IP with T.38 Real Time Protocol
Cisco, ShoreTel, Avaya device configurations
OpenText Fax Gateways
RightFax Third-party Integrations
Multifunction Printers (HP, Ricoh, Konica, Xerox)
Java/XML API
Epic, Hyland, Midas plus, IBM WebSphere MQ
RightFax Email Gateways
Planned and carried out integrations within their enterprise environments
Identified installation issues and taught best practices when administrating the software
Analyzed current environments and provided upgrade paths
Advised and tested disaster recovery configurations and service continuation
Verified configurations to ensure optimal uptime and avoid potential issues
Resolved escalation cases of mission critical production environments
Corrected major outages and restored confidence in the core product
Helped administrators and management teams understand the root cause and resolution
Provided actionable tasks and training to avoid these risks in the future
Provided ASP Certified software partners with immediate support and remedies
Rapid response for the Application Service Provider Partner Help Desk
Consistently rated highly by customers and partners in satisfaction surveys
Managed Senior Analysts, ensuring correct and timely case resolution
Team Lead - Emergency Response Team for service escalations
Created a standard response process to ensure SLA compliance and incident resolution
Live call training new Technical Analysts in troubleshooting methodology
Instructing in best practices and time management for case resolution
RightFax Core Application
Installation and configuration Stand Alone and Clustering
Environment virtualization with Microsoft Hyper-V, VMWare vSphere
Active Directory/LDAP sync
Client integrations with IIS server, mass SCCM deployments
RightFax Network Transport
VoIP, ISDN, Fax over IP with T.38 Real Time Protocol
Cisco, ShoreTel, Avaya device configurations
OpenText Fax Gateways
RightFax Third-party Integrations
Multifunction Printers (HP, Ricoh, Konica, Xerox)
Java/XML API
Epic, Hyland, Midas plus, IBM WebSphere MQ
RightFax Email Gateways
Printers, Enterprise, Production, Server, Software, Analyst, Support, Surveys, Hyper-V, IIS, Network, Virtualization, Java, Voip, Compliance, Service, Management, ASP, VMware, Training, Cisco, Active Directory, XML, API
2012 - 2012
internship
Senior Development Intern, Technical Services
Eagle Inventory Systems.
Analyzed client's process, Designed new workflows, Resolved software bugs
Reworked webapp to support latest JQuery to standardize functionality and reduce redundancy
Built and standardized templates to speed up custom development for professional services
Resulted in higher efficiency and client satisfaction with the application
Collaborated with senior developers to expand back-end services for mission critical specs
Reconfigured and updated SQL triggers/tables, verified functionality
Verified changes to maintain compliance required for secured installations
Allowed the product to offer support for new international markets
Lead group to enhance scope of training materials, Coordinated technical editing
Improved on-boarding experience of new international clients
Enhanced training materials to be more visual and effective
Eagle Inventory System -
Programming in Oracle PL/SQL & JavaScript
Deployed on Oracle 11g using Apache Mod PL/SQL
Reworked webapp to support latest JQuery to standardize functionality and reduce redundancy
Built and standardized templates to speed up custom development for professional services
Resulted in higher efficiency and client satisfaction with the application
Collaborated with senior developers to expand back-end services for mission critical specs
Reconfigured and updated SQL triggers/tables, verified functionality
Verified changes to maintain compliance required for secured installations
Allowed the product to offer support for new international markets
Lead group to enhance scope of training materials, Coordinated technical editing
Improved on-boarding experience of new international clients
Enhanced training materials to be more visual and effective
Eagle Inventory System -
Programming in Oracle PL/SQL & JavaScript
Deployed on Oracle 11g using Apache Mod PL/SQL
Javascript, Sql, Jquery, Oracle, Training, Pl/sql, Apache, Compliance, Support, Oracle PL/SQL, Development, International, Software, UP, Internal
2011 - 2011
internship
Senior IT Intern, IT Department
Cyracom International.
Enterprise helpdesk supporting three work sites, corporate and call centers
Deployed network cables and connected patch panels for call floor
Installed rack servers and configured for ESXi for proprietary applications
Imaged user systems and deployed to call floor
Configured new phones in Cisco Call Manager 4.2
Repaired laptops for remote team members
Completed internal audit of all company assets
Lead team in feasibility studies for strategic new call center sites reporting to the CEO
SKILLS, ACTIVITIES & INTERESTS
Deployed network cables and connected patch panels for call floor
Installed rack servers and configured for ESXi for proprietary applications
Imaged user systems and deployed to call floor
Configured new phones in Cisco Call Manager 4.2
Repaired laptops for remote team members
Completed internal audit of all company assets
Lead team in feasibility studies for strategic new call center sites reporting to the CEO
SKILLS, ACTIVITIES & INTERESTS
Audit, Cisco, Network, It, Ceo, Call Center, Enterprise, Audit, Internal, Manager
My education
University of Arizona Eller College of Management
BSc, Project Management
BSc, Project Management
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