Mike Scalva

Experience

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  US Navy

  Oct 2000 - Oct 2004

  Information Technology Specialist Petty Officer 2nd Class

  Supervised server room, in charge of all aspects of server activity, including backups, patching, new application installation, troubleshooting and preventative maintenance for 25 servers and supporting devices. • Automated backup process and increased data retention from three weeks to three years by implementing new backup practice. • Performed desktop refresh of 800 workstations. • Revised standard operating procedures on both server usage and trouble call procedures. • Installed new shipboard servers and oversaw data transfer. Show less

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  Infocrossing

  Oct 2004 - Jun 2007

  Network Operations Center Supervisor

  Provided supervision, technical escalation, workload assignment, and training of 16 operations analysts in four states covering 24x7x365 support environment.• Developed a tier one all-in-one monitoring and support team in our operations center (NOC), covering first call problem notification for network, server, application, backup/recovery, and SAN; successfully resolved 60% of first call problems under customer SLA requirements.• Created processes and procedures to migrate tier one customer support from various Infocrossing technical teams to the NOC.• Scheduled and implemented server patching for more than 1,500 customer servers in test, development, and production environments.• Successfully implemented quality control check of employee problem and change tickets to ensure processes were successful and track indicators for process improvements. Show less

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  Arizona Department of Revenue

  Jun 2007 - Aug 2011

  Desktop Support Supervisor

  Developed and implemented enterprise desktop support team to provide technical support for all end user devices and applications for staff in Phoenix, Gilbert, and Tucson.• Led and supervised a desktop services team, responsible for managing resource and project scheduling/forecasting, problem and incident ticket resolution, and workload prioritization.• Managed enterprise-wide laptop refresh project to recreate and consolidate standard-based images with company security lockdown policy using McAfee SafeBoot encryption.• Technical lead on an enterprise printer refresh project establishing a printer lifecycle, reducing page per print cost, and drastically reducing maintenance costs due to a large reduction in supported devices.• Streamlined all SOPs for more effective support team KB and increase help desk first call resolution.• Established an agency wide inventory database of all IT owned assets for license tracking, hardware/software organization, and budget forecasting. Show less

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  OneNeck IT Solutions

  Aug 2011 - Jul 2015

  Service Engineering Manager

  Served as part of leadership team for various Tier 3 support teams. Ensured compliance with SLAs through execution of core ITIL processes. Reviewed and analyzed incident management data to report and present to executive management and recommend opportunities for improvement.• Formed the Shared Infrastructure Services team by bringing network, virtualization, storage, Citrix VDI, backups, and monitoring/tools teams all under one management umbrella allowing for better communication, coordination, and faster project delivery for our customers.• Manager in charge of consolidating four separate network teams, (27 total resources) responsible for four different large data centers into one cohesive team providing cross-geographical support.• Prepared statistical and narrative reports regarding operational activities.• Ensured execution of periodic proactive tasks to maintain system availability.• Sitting member of the Change Advisory Board ensuring all changes were well-planned and posed minimal risk to our customers. Show less

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  Troon

  Sept 2015 - Dec 2015

  Technology Manager / Project Manager

  Assist Troon managed facilities via Project Management with the procurement, implementation, and support of their IT infrastructure.• Successfully oversaw onsite PC refresh projects for multiple managed facilities on time and under budget. • Assist managed facilities in a consultative manner with technology related activities and associated costs ensuring they maintained within budget.• Maintain and cultivate Vendor relationships.

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  Santander Consumer USA

  Dec 2015 - Jun 2017

  Endpoint Services Manager

  Supported the construction and build-out of Santander’s 1,000+ seat call center. Trained, coached, and mentored a team of DSS Engineers to support the facility. Performed a variety of administrative and technical work related to the coordination, control, and maintenance of the local server and network infrastructure, personal computers, AV equipment, and other related hardware within the organization.

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  CompuCom

  Jul 2017 - Jan 2022

  Customer Service Delivery Manager

  Upon Santander transitioning services to CompuCom, I became the CompuCom Service Delivery Manager on their account responsible for DSS resources across all locations supporting over 7,000 local and remote users. I then transitioned to the AmerisourceBergen account acting as centralized services manager responsible for all supported towers (Service Desk, Endpoint Support, and Endpoint Engineering approximately 130 technicians, leads, and managers) ensuring cross tower communication, request and incident management, and process improvement. • Identified ways to increase revenue opportunities for CompuCom while providing better services for the client. • Provided business analytics reports to help develop innovative solutions reducing ticket volume and bringing the solution closer to the customer to improve overall customer satisfaction (in many cases reducing costs). • Developed a ticket QA process that improved ticket quality and SLA adherence. • Submit monthly financial reports/forecasts to customer leadership. • Work with the client to identify areas of improvement and to document and automate processes where possible. • Presented KPI/SLA, QA, CSAT, and other metrics to executive customer leadership in Monthly Business Reviews using metrics from Power BI, ServiceNow, and other reporting tools. Show less

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  TEKsystems

  Jan 2022 - now

  Sr. Engagement Manager