Michael Hinckley

Experience

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  The Janssen Pharmaceutical Companies of Johnson & Johnson

  Feb 1999 - Jun 2000

  Senior Helpdesk Analyst

  Provided IT support to more than 1,000 local and remote users.• Reduced call resolution time through creation of knowledge base for common incidents.• Prevented repeat incidents through analysis of common incidents, formulating user training recommendations.

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  The Bank of East Asia, Limited (BEA)

  Jan 2000 - Jan 2000

  Senior PC and Network Support Analyst

  Managed IT projects, Administered Exchange/NT and provided high level IT support to local and remote bank staff. • Reduced errors by creation of Documentation System for standard pc- new hire setup • Reduced unintended changes through creation of dedicated server room plan

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  Opsware

  Nov 2000 - Jan 2002

  IT Consultant

  Provided IT infrastructure support services to 4 offices in the UK, France, and Germany. Managed IT infrastructure migration to new office location in London. Gained cost recovery by building and managing vendor relationships.• Increased efficiency via local spare laptop redundancy, creating local images for same day PCs for new hires.• Lowered travel costs and increased uptime by providing remote support for continental offices.• Led NT4 to 2000 rollout project• Improved security and availability by implementing IP address migration from public to private NAT system. Show less

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  SAIC

  Nov 2002 - Jan 2011

  Jointly oversee new District of Texas, Oklahoma, Kansas and Missouri consisting of about 30 sites with 5,000 users and 14 technical support staff, conduct interviews, supervise staff, attend incident management meetings, delegated as acting District Manager. Supervise Texas team of up to 8 full-time/part-time staff, providing desktop, network, and server support for 18 offices with 1,000 end users. Manage Texas ticket queues, ensuring response and resolution service level agreements (SLAs) are met or exceeded and policy compliance. Initiate and lead technical training career development program nationally for 150 technical support staff. Serve as VIP member of Windows 7 Pilot and Windows 7 VMware View Virtual PC project. Build and maintain relationships with multiple departments to ensure optimum customer service for customers. Review all Texas change requests and represent District in change review board meetings. Manage $1,000,000 Hardware depot for Business Unit. Initiated review of hybrid laptop SSD drives. Drive Problem Management and ITIL best practices for incident management nationally through role on national desktop skill team. Show less Managed the infrastructure and service delivery success of newly centralized network, server, and desktop support team of up to 4 full-time and 4 part-time staff for 14 Texas offices. Capital budgeting. Staff hiring and evaluation.• Ensured accurate ticket metrics through insisting all work must be logged and all customers must log tickets.• Consistently achieved a 97% customer satisfaction rating for Texas district.• Dramatically reduced logged repeatable incidents by introducing Problem Management principles to team.• Improved user satisfaction by training staff on ITIL business-centric prioritization of service/incident requests.• Saved $36K in annual WAN costs by choosing SDSL. Minimized IT downtime during HQ move.• Saved $400 per person by combining ITIL certification class with IT staff and business unit staff• Developed Southeast training portal for staff which led to record certifications for TX and Southeast.• Contributed to formation of Service Catalog for incident management and service requests.• Member of ITS Quality Management virtual team; contributed to Southeast Region policy and strategy meetings.• Reduced software licensing costs by $600 per affected user through use case analysis and specifying free pdf creation via office 2007 and free Visio viewing via Visio viewer Show less Provided network, desktop, and server support to 3 Houston offices of 350 users and managed new technician to meet support needs, managed hardware depot and led and advised Business Unit on cost savings and standardization• Gained savings of $500 per qualified user laptop by hardware standardization through use case analysis• Produced annual savings of $18K by implementing printing infrastructure changes.• Led 2000 to XP rollout project, Implemented local imaging services for “day one” pc onboarding• Led office 2000 to 2003 rollout project and hardware refresh and standards project• Increased department revenue by $4k monthly by marketing support services to joint venture• Successfully led the Houston divestment project when the joint venture was sold Show less

  • Site Manager III -TX,OK,MS,KS- ITS

    Jan 2002 - Jan 2011

  • District Manager

    Jan 2005 - Jan 2009

  • IT Support Specialist/ Senior Site Support Specialist

    Nov 2002 - Jan 2005
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  HirePower

  Jan 2011 - Jan 2012

  Problem Manager

  Advance and improve Problem Management, Incident Management and Request Fulfillment processes for global infrastructure teams in Americas, EMEA and APAC regions as part of Service Management initiative to deliver ITIL best practice framework. Conduct gap analysis, benchmarks, report on improvement areas, conduct process training, expand process documentation, evaluate existing processes and procedures for improvement opportunities and hold reviews for continual service improvement. I like to emphasize that when looking at how things are done, we should always ask "is this still the best way to do it?" and "do we know what we want to achieve?" Official trainer for HP SM7 rollout for Problem Management Module. Incident analysis for SLA trends including things like SLA percentage expired before routing from Service Desk to L2 teams. Created web based ITSM process and tool training for employees and contractors. Make recommendations to operational teams on ways to improve incident, problem and request fulfillment performance. Drive teams to deeply consider RCA when investigating problem tickets to include things like procedure failure, deficiencies and human error in addition to technical root causes. Show less

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  RPC, Inc.

  Jan 2012 - Jan 2014

  BIS Support Manager

  Responsibility for Outsourced Service Desk, field support personnel and Tech Bench operations associated with supporting all business units. Implement and cultivate a team environment that focuses on service levels, customer satisfaction, and productivity. Own and manage the identification, prioritization, escalation, resolution and reporting process for all service requests and Incidents. Monitor and ensure service levels are being met across the organization. Evaluate support/maintenance costs relative to project costs in order to reduce support OPEX and increase the percentage of time spent on projects and development work by support staff.Monitor service desk operations (24x7). Provide direction to field support personnel as related to regional support activities. Identify continuous process improvements. Serve as a customer advocate. Ensure all requests are properly logged, prioritized and managed. Direct Ops teams to perform root cause analysis and communicate lessons learned across the organization. Show less

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  Enable Midstream Partners

  Jan 2014 - Nov 2016

  Desktop Services Manager

  Building out and managing outsourced service desk, managing internal Enterprise Desktop/Field Support teams across multiple states. Implementing video conferencing, desktop video collaboration, IM, conferencing and mobility strategies. Creating a service management framework for new IT department transformation initiative, for incident management, change management and request fulfillment processes. Moving decentralized IT groups into a centralized new IT department and setting a course for standardization and service. Managing Microsoft relationship and multiple hardware and outsourcing vendors including cloud hosted services. Show less

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  Consulting Network Group

  Dec 2016 - Jul 2017

  Senior Client Services Manager

  Manage ITSM, desktop, helpdesk services. Create and drive customer oriented servuce approach. Instill accountability in IT department.

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  Alert Logic

  Aug 2017 - Aug 2022

  Manage FinOps team and Cloud CI-CD delivery team and SRE test automation team. FinOps focus on rightsizing, parking unused test and dev resources and migrations to modern instances as well as moving architecturally to Graviton where possible. Also managed the migration from one AWS MSP to another resulting in improved performance and better support as well as reserved instance optimization savings of several hundred thousand dollars per month. Build and manage blackbox end to end testing team for early detection of SAAS cybersecurity product degradation and outages from a customer end-user perspective. Leading IT Problem Management Portfolio for Cybersecurity SAAS company. Parterning with Senior Leadership in Engineering and Security to drive down Major Incidents through robust Problem Management.

  • FinOps CloudOps Manager

    Aug 2020 - Aug 2022

  • Manager Product Assurance - SRE

    Aug 2018 - Aug 2020

  • IT Problem Manager

    Aug 2017 - Aug 2018
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  Fortra

  Aug 2022 - now

  Manager Cloud Ops

  Manage FinOps team, CI-CD team, Cloud Ops SRE teams, SRE testing team.