Mikhail Dawkins
Greater Toronto Area,Canada
Summary
Dedicated Application Support Engineer with over nine years of experience in providing comprehensive technical support, application development and optimizing software applications. Highly skilled in troubleshooting, vendor collaboration, root cause analysis and ensuring seamless operation of business-critical applications. Strong communicator with a proven track record of delivering exceptional customer service and collaborating effectively within cross-functional teams.
Overview
9
9
years of professional experience
Work History
IT Systems Administrator
NewCom
07.2021 - Current
- Implemented and configured High Availability Proxy (HAProxy) to optimize network traffic, improving system responsiveness by 20%
- Redesigned the team's service desk groups and categories to streamline processes, resulting in a 10% improvement in ticket resolution time
- Oversee SharePoint site management to foster team collaboration and uphold data security standards
- Developed and maintained Linux bash scripts to manage and monitor event logs
- Collaborated on solutions to improve Value Added Services (VAS), driving an increase in revenue growth of 5%
- Utilize tools such as MongoDB Compass and HeidiSQL to produce ad-hoc reports tailored to meet precise data analysis needs, delivering crucial insights to the commercial team for informed decision-making
- Led the implementation and migration of Digicel's Ring Back Tone VAS as Tech Lead, collaborating with external vendors
- Identified and resolved issues impacting normal operations, ensuring proper documentation and reporting to relevant parties
- Identified and resolved issues impacting normal operation and properly document and report incidents to relevant parties
- Responsible for the procurement of new equipment as needed to improve company operations which include servers, laptops, printers, and other peripherals.
Application Engineer
Digicel Group
02.2015 - 07.2021
- Spearheaded the development and implementation of Digicel Prime Bundle Interactive Voice Response (IVR), supporting the company's rebranding as a Digital Operator, which resulted in a 10% increase in mobile plan activations
- Developed comprehensive documentation for employee applications, resulting in a 10% decrease in resolution time and smoother day-to-day operations
- Contributed to the establishment of Digicel's St
- Vincent and the Grenadines' Contact Center, leading to the creation of over 50 jobs and a 10% improvement in customer response time within the region
- Automated Key Performance Indicators (KPIs) reports for the Call Center, resulting in a 5% increase in Net Promoter Score (NPS)
- Collaborated with vendors to develop workarounds for issues in Digicel's Fiber to the Home systems (FTTH), reducing service desk tickets by 50%
- Provided SharePoint support and actively participated in application development and testing
- Ensured adherence to Software Development Life Cycle (SDLC), Configuration, Change Request, and Problem Management operations and guidelines
- Oversaw and monitored Digicel's Customer Care Avaya Contact Center Suite, maintaining a 99.9% availability rate as the primary point of contact for over 10 million customers
- Migrated proprietary applications hosted on Microsoft's Internet Information Services (IIS) from on-premises servers to Azure cloud Infrastructure
- Configured VanillaSoft Dialer and conducted training sessions for Business Risk staff to proficiently conduct surveys tailored to specific customer demographics.
Education
Google Cybersecurity Certificate -
12.2023
Oracle Cloud Infrastructure Foundations 2020 Certified Associate -
08.2020
Bachelor of Science - Computer Science -
University of the West Indies
Kingston, Jamaica02.2014
Skills
- Programming Languages: Python, SQL, Java, PHP
- Application Support
- Problem Solving
- Effective Communication
- IT Ticketing Systems
- Communication
- System Upgrades
- Technical Troubleshooting
- Coding
- Team Collaboration
- Application testing
- Performance Analysis
Languages
English
Native or Bilingual
Google Cybersecurity
Google Cybersecurity includes hands on practice based assessments designed to prepare you for entry-level roles in cybersecurity. Topics covered includes:
- Assets, Threats, and Vulnerabilities
- Foundations of Cybersecurity
- Play It Safe: Manage Security Risks
- Tools of the Trade: Linux and SQL
- Put It to Work: Prepare for Cybersecurity Jobs
- Connect and Protect: Networks and Network Security
- Automate Cybersecurity Tasks with Python
- Sound the Alarm: Detection and Response
Timeline
IT Systems Administrator
NewCom
07.2021 - Current
Application Engineer
Digicel Group
02.2015 - 07.2021
Google Cybersecurity Certificate -
Oracle Cloud Infrastructure Foundations 2020 Certified Associate -
Bachelor of Science - Computer Science -
University of the West Indies
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