Michael Carr

• Guide organizational technology strategy and roadmaps.
• Write policy, procedure and manuals governing internal IT use.
• Manage network and system performance, conducting troubleshooting, security patching and maintenance.
• Interact and negotiate with vendors, outsources and contractors to secure products and services.
• Lead technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
• Oversee IT department operations and training.
• Coordinate IT operations activities to deliver smooth flow of daily business needs for over 300 employees.
• Manage onboarding and offboarding of employees.
• Provision new software and hardware for use, following established security policies.

Key Accomplishment:

• Improved user satisfaction by implementing ticket & asset tracking system with customer feedback process.
• ERP and CRM deployments / migrations (IFS & Salesforce)
• Over seen major building renovation project and technical A/V requirements.

Managed all aspects of IT infrastructure, on call 24/7 supporting users and critical applications. Performed updates and upgrade of servers, computers, firewalls and various applications.

• Create and maintain documentation of network, applications and procedures.
• Day-to-day operations & management of the following: AD, DHCP, DNS, Veeam Backups, ERP, Database Mgmt., VPN, Firewalls, Routing, Spam Filter, Wi-Fi, VOIP, Anti-Virus…
• Supervised IT team, make sure support request are updated and proper follow-ups are done.

Key Accomplishment:

• VOIP deployment across multiple offices and optimized lines for cost saving and Qos.
• Designing & implementing a backup strategy with a DR plan across multiple sites.
• Wi-Fi deployment across several sites with centralized cloud controller.

Provided Technical support for Video, Access Control, LPR applications. Resolve complex issues in conjunction with R&D by analyzing network communication, logs and performance bottlenecks.

Traveled to customer sites to resolve complex issues.

• Mentored level 1 & 2 technical support team and new hires.
• Provided 24/7 emergency support worldwide.

Key Accomplishment:

• Created webinars and Knowledge base documentation.
• Recognized for outstanding customer support.

• Identify and resolve customer issues to their satisfaction.
• On call 24/7 customer support and on air emergencies.
• Worked with engineers on complex issues and follow up with clients.
• Performed field service, training and full project deployments.
• Assembled and test all new broadcast and video servers sent to customers (QA).
• Repaired and upgrade customer owned hardware.
• Tested new software releases and report back with engineers on results.
• Prepared and shipped demo units for trade shows.

• Supported and maintain large networks in a fast pace manufacturing environment.
• Provided technical support for over 300 users on a 24/7 basis (Help Desk).
• Administered: Microsoft Windows, IBM AS400, Unix, Linux, and HP UX servers.
• Managed IT projects and recommend technology to decision makers. Projects involved in: access control, video surveillance, software migration, Windows migration, backup implementation and DR strategies.
• Maintained and troubleshoot LAN, WAN, fiber and copper network.

• Provided IT support services for SMB, Industrial, commercial and manufacturing industries.
• Certified HP, Compaq, Acer and IBM warranty services provider on servers, desktops, laptops and printers.
• Provided technical support for sales and customer projects.
• Installed and supported SMB servers running NT, Novel, WarpOS and Windows 2000.
• Supported all types of commercial and custom software and hardware.