Michael Sprick

Experience

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  US Army

  Nov 1986 - Aug 1990

  Assistant Signals Intelligence Voice Interceptor Trainer

  *Completed 17-month Spanish language school in 13 months. Secured Top Secret (SCI) Security Clearance.*Responsible for translation of sensitive documents and briefing of U.S. Senators and generals. Ensured classified materials compliance.*Established scope, process and presentation for computer-based foreign-language training program.*Managed 15 intelligence personnel and developed/deployed training scenarios for multi-service group.

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  AutoWorks

  Sept 1992 - Sept 1993

  Senior Assistant Manager

  *Recruited to bring leadership and motivation to underperforming discount parts supplier. Managed training and scheduling of 6 staff.*Turned disgruntled customer base into "raving fans" within 9 months; revamped product mix, improved merchandising and service.*Led initiative that immediately resolved $50K inventory crisis and ensured branch profitability.

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  First of America Bank (Currently PNC Bank)

  Sept 1993 - Sept 1998

  Trust Accounting Sales Tracking Technician

  *Promoted to direct data tracking for banking institution with 23K customers. Improved processing/reporting and cut costs.*Merged payroll process from 12 lines of business into 1 operation, saving $20K annually.*Drove 75% improvement in service and productivity; meeting critical rollout deadline; process was adopted companywide.

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  Kalamazoo Valley Community College

  Jan 1999 - Aug 2000

  Administrator Online Learning Center

  *Managed online computer learning lab. Provided user hardware/software support in mixed Mac/Windows environment.*Assessed technology and Internet expertise of core faculty group. Devised customized learning formats for faculty and students.*Created Web page templates for staff and faculty and played key role in phase-in of Internet learning program.

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  Self Employed

  Sept 2000 - Oct 2004

  Consultant

  *Developed processes that overcame mission-critical 30% reduction in resources with zero disruption in services.*Increased resources of startup group 4-fold in 6 months. Member of numerous executive committees.*Coordinated 6 full-time missionaries. Developed motivation techniques that strengthened participation of 130-member group.*Mentored Odyssey of the Mind team. Led scouting unit to receive Quality Service Unit Award.

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  DSN Software, Inc

  Nov 2004 - May 2005

  Technical Support Analyst

  *Provided world-class technical support to over 500 different dental offices throughout the US.*Developed standards for the “soft skills” portion of support.*Developed support’s first coherent set of metrics and tracked trends over time.*Played lead role in working with clients to install and configure critical updates.

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  Joint Legislative Service Commitee

  Aug 2005 - Jun 2012

  Help Desk Team Lead

  *Team leader for help desk staff including preparation of schedules, coordination of personnel, and training.*Project Manager for Help Desk Audit and lead in 2 major ghosting projects.*Direct desk side support for Office of the State Actuary and the Legislative Information Center.*Hands on technical support from the wiring closet to the maintenance and repair of telecom and computer equipment.*Provide excellent service desk support to over 1300 customers

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  Office of Administrative Hearings

  Jul 2012 - May 2013

  Information Technology Specialist

  *Day to day help desk adminstistration for 200 customers, (over 100 Administrative Law Judges).*Citrix, Microsoft AD and Exchange Adminstration.*Microsoft Office 2010 application development.*Ciustom training develpment and deliver, in-person and via WebEx.

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  Washington Health Benefit Exchange (via TekSystems)

  Feb 2014 - Jul 2020

  • Provide expert-level leadership to diagnose the root cause of incidents, and to determine the resolution of those problems.• Responsible for ensuring that problem resolution is implemented through the appropriate control procedures, especially Change Management and Release Management.• Categorizes problems, assigns prioritization including total impact of the problem.• Coordinates meetings to resolve problems.• Develop and maintain problem and error control systems• Review the efficiency and effectiveness of proactive Problem Management activities• Produces Problem Management reports and management information.• Manage a 5 Analyst, Level 3 Incident response team.• Document software defects, monitor corrective actions, and track successes.• Execute scripts, test plans and scenarios and update test defect database.• Identify, analyze, and document problems with program function, online screen, output, and content. • Review software documentation to test ensuring technical accuracy, compliance, and completeness.• User Acceptance Testing (UAT) and Regression Testing. Show less

  • Production Test Lead

    Aug 2015 - Jul 2020

  • Application Support Analyst

    Feb 2014 - Aug 2015
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  Washington Health Benefit Exchange

  Feb 2014 - Aug 2020

  Test Analyst
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  U.S. Army CECOM

  Aug 2020 - Aug 2023

  Software Developer
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  Cybersecurity and Infrastructure Security Agency

  Aug 2023 - now

  IT Cybersecurity Specialist (Appications Software)