Michael Wingrove

Experience

• 

  Resource One, Inc.

  Oct 2010 - May 2014

  Help Desk Level II

  •Provide level I and II remote support across multiple systems and devices as part of a Help Desk team•Support clients running Microsoft Windows, Windows Server, Mac OS X, iOS and Android•Create and maintain multiple Microsoft Access and Microsoft SQL databases used for internal HR and marketing activities

• 

  Routeware, Inc.

  May 2014 - Jul 2015

  •Coordinate and execute software updates on customer servers, ensuring minimal downtime•Strengthen Amazon Web Services hosted solutions by scripting the automation of repetitive tasks•Implement new features in existing software suite written in C# and Ext.js •Advise customers on issues involving cellular and GPS modems, on-board computers, and Microsoft SQL Server•Engineer internal software tools to enhance productivity and effectiveness of Operations team•Further develop Amazon Web Services offering to provide a reliable and low-cost platform for customers•Improve disaster-recovery procedures for Windows Server 2008 servers and NAS devices•Analyze software issues and document findings for Engineering Team

  • Sustainability Engineer

    Jun 2015 - Jul 2015

  • Support Techician

    May 2014 - Jun 2015
• 

  Viewpoint

  Sept 2015 - Apr 2022

  - Oversee day to day operations of a six person team- Develop and implement procedures for efficient case handling to maximize customer satisfaction- Manage case escalations to ensure resolution to complex issues- Advise team members on cases involving Microsoft Azure, MS SQL, Windows Server, and related technologies- Monitor and report performance KPIs to executive team- Coordinate after hours on-call rotation in collaboration with globalsupport team - Advise current and prospective customers on hardware and software best practices- Develop internal software tools to allow for quicker deployments and accelerate time-to-value for ERP software- Participate in daily scrum meetings to facilitate communication between Deployment and Professional Services- Deploy software efficiently, while conforming with IT security best practices- Provide support for Windows Server, LAN networking, and MS SQL related software issues

  • Team Lead - Cloud Support

    Nov 2019 - Apr 2022

  • Sr. Deployment Engineer

    Mar 2018 - Nov 2019

  • Deployment Engineer

    Sept 2015 - Mar 2018