Michael Cudjoe

Driven Systems Administrator with 10+ years of experience in software implementation and maintenance. Proven history of managing complex infrastructures and data center operations. Expert in solutions-oriented business application problem-solving and dedicated to providing best-in-class service. Skilled at troubleshooting, communication and collaboration.

• Technical Manager, Sagewood Technical Services, 06/01/22, Present, In this position I managed a team of technical professionals to deliver outstanding services to clients, ensuring adherence to service level agreements (SLAs) and driving customer satisfaction. I developed and implemented strategies to optimize operational efficiency, resulting in cost savings for the organization and improved service delivery to clients. In addition, I led the implementation of new technologies and services, ensuring seamless integration with existing systems and workflows, conducted regular training and development sessions for team members to enhance their technical and soft skills, resulting in improved performance and employee satisfaction, and acted as a liaison between the technical team and clients, managing expectations and addressing concerns in a timely and professional manner.
• Technical Support Lead, ACESO Medical, 09/01/21, 06/01/22, In this fast-moving and ever-changing environment. My role shifted from supporting nurses and staff on sites with Covid testing activities to creating an internal IT structure and processes as the company grew from just a few people to over 300 employees. From implementing a ticketing system to incorporating ITAM principles, I was involved in all aspects of launching and maintaining full-stack IT services with unmatched excellence.
• Technical Support/Service Delivery Coordinator, Frontier Solutions Inc., 09/01/19, 09/01/21, Utilizing my technical skills in this medium-sized team, I helped a wide range of clients and users with general and system-related technical issues, ranging from simple windows related inquiries to troubleshooting server-related issues for small and medium-sized Windows server environments. As the Service Delivery Coordinator, I was tasked with bringing the technical teams together with our clients to facilitate solutions and exceptional outcomes, from the initial ticket through to the final completion of the issue or project. Using excellent verbal and written communication skills, I was able to increase the level of client and user satisfaction company-wide as well as bring to bear my experience in the creation and implementation of Best Practices in the areas of emergency response and, Help desk procedures. During this time, I also gained certifications in ConnectWise & BMS Ticketing systems as well as Datto and Barracuda backup solutions.
• Poll Supervisor, Elections Canada, Elections Alberta, Elections Calgary, 03/01/18, Present, Using my leadership and organizational skills, I helped lead medium and large teams in administering various elections including the most recent federal & provincial elections as well as the city plebiscite on the Olympics, as well as various other roles. These high detail-oriented jobs featured management of my teams in a fast-paced and ever-changing environment to administer voting efficiently and accurately while maintaining an exceptional experience for the voters at the poll. These roles included working with candidates, auditors, the general public, returning officers, and poll workers and maintaining a balance between their often-competing objectives.
• Manager/Visual Artist, Team EPIC Productions, 2008, 2018, As the manager of a small team, I was responsible for the day-to-day operations of the office, as well as scheduling shoots and other production activities. In my role, I aimed to create value by increasing not only productivity within the office but also increased sales by researching and creating new sales opportunities. During my time I was instrumental in growing the company from 2 employees to nine, as well as increasing sales many times over. In my role, I endeavored to use technology wherever possible to increase the effectiveness of the company and its teams.
• SharePoint Trainer (Contract), Enbridge, 01/01/10, 07/01/10, As the SharePoint trainer, I was tasked with learning the ins and outs of Enbridge’s specific SharePoint installation and then creating a companywide training course to be taught in person and online to Enbridge Personnel in all their North American Offices. During this contract, I, Analyzed and gained full knowledge of Enbridge’s SharePoint system including its procedures and relevant policies, created a curriculum for training personnel, created all training material for both in-person and online training, and carried out in-person training for personnel in North American Offices. I left Enbridge with a fully functional online training program as well as a solid path forward for training future personnel.