Michael Hughes

• Directly manage 15 engineers and 1 lead engineer, the NOC/Datacenter team is responsible for provisioning, monitoring, troubleshooting of al servers, routers, and switches as well as implementing solutions and being project resources for larger IT/business project, the servers and systems that are supported are Windows 2008 R2, IBM AIX and Oracle. The hypervisor currently being used is VMware, with some Hyper V. The NOC is responsible for physical and operational datacenter management in the production datacenters, qa/dev datacenter within North America region including Canada.
• The team is responsible for the first, second and some third level infrastructure support and incident management.
• One of his roles is to act as an Incident Manager for any Severity 1 or 2 issues that impact the businesses, then analyses outages and provides root cause analysis for all outages and work with applications or operations teams to identify, plan and execute the appropriate solutions that need to be put in place and as well as identify, plan and execute continuous improvement programs that specifically enhance operational stability.
• Another part of his role is that I be on call 24 hours a day 7 days a week for the severity 1 and 2 outages as well as other emergencies and customer escalations.
• Responsible for the IT disaster recovery program for Brinks North America and currently assisting with creating a program for Brinks globally.
• Responsible for negotiating our preventative maintenance contracts and ensuring that the PM schedule is fully executed any issue that are identified and handled appropriately.
• Implemented ITIL processes since coming into this role and involved in the development of new solutions within the infrastructure architecture of the company as it relates to the NOC and the systems with our environment. As well as working to improve KPI and SLA targets and improve capabilities.
• Working with the departmental budget as defined, including the planning of future expansion solutions, securing quotes, and implementing vendor contracts.

• Managed a team of 2 Team leaders and 10 engineers.
• Responsible for all customers support issues including desktop, server and network issues as well as any customer’s escalations and worked with senior engineers on solving complex support problems and the development of the knowledge base for support engineer.
• Responsible for all account management at Network Elites; this includes managing expectations for new and current customers and ensuring that BAU and project work is completed on time and to budget, as well as conducting service review meetings with clients to align the customer’s expectations and ensuring that Network Elites is providing the highest level of service.
• Responsible for monitoring the NOC/Support services business goals/service level agreements and making adjustments to assignments as necessary.
• Also tasked with creating a strategic plan to grow the company, and the implementation of process improvement and ITIL processes.

Managed a team of 3 Team leaders and 30 engineers, Responsible for all customers support issues including desktop, server and network issues as well as any customers escalations and worked with senior engineers on solving complex support problems and the development of the knowledge base for support engineer. I was responsible for resource management for onsite work requirements as well as project work requirements. Conducting Service review meetings with clients to align the customers expectations with the Architel and ensure that Architel was providing the highest level of service.

I was responsible for all support engineers performance management, career development, and reviews, which included monthly training and cost forecasting and planning as well as being responsible for recruiting staff and maintaining appropriate staff levels
I was responsible for managing all aspects of costs in the Service delivery/NOC teams P&L. These to include head count, training, calculating bonus reviews and annual pay rises

Implementation of a strategic plan in order to monitor team availability and training requirements, and the implementation of process improvement and ITIL processes which over the course of a year the company realized $250, 000 in cost saving

Managing a team of 2 Support managers and 16 Support analysts Responsible for all support aspects of the Atlas business, participates in operational strategy related to business and technology. Sets direction on guidelines and procedures to ensure appropriate consistency and quality in service level provided.
Responsible for solving complex support problems and the development of the knowledge base Communicates strategies, methodology and tools to work group members, project team members and customer groups.
Coordinated and managed acceptance of new releases into production and production environment readiness and exercised judgement within broadly defined practices/policies in selecting methods/techniques for obtaining solutions
Ensures proactive and cooperative relationships exist within the work group and remains accessible to the team for resolution of personnel issues,

Managing 2 team leaders and 15 engineers which included provision of technical and procedural guidance to the team so that there was a clear understanding of what had to be untaken by engineering teams on customer sites and the review daily performance statistics to maintain an efficient performance level within the region
Regularly check outstanding shipments in the region and act on information from engineers in order to reduce outstanding volumes

Managing a team of 29 engineers Provision of technical and procedural guidance to the team and the review daily performance statistics to maintain an efficient performance level within the region

Conducting Service review meetings with clients Negotiating and defining with customers acceptable SLA’s and KPI’s for sites and engineers to work to. Organise and attend Service review meetings with customers on a regular basis, this could be monthly, bi-monthly or quarterly.
Attend Manager Meetings, Manager conference calls and hold regular Team meetings on a monthly basis, provide monthly reports to line manager in regards to team sickness, contractor hours, training
Provision of quotes for projects and the SME direct sales team.

Managing a team of 23 engineers and 1 administrator Management of remote engineers within the team which includes the day to day management of all application and hardware testing and MSI packaging within all the testing offices as well as projects and the management of technical architectures working on client sites, quality checks of tested and packaged applications with lead packagers and the management of application deployment using SMS 2.0 and LANDesk and the day to day resources for 7 clients around London and in the Midlands.
Completing monthly cost forecasting and cost planning for the team, Managing small and medium testing projects from proposal to completion, and involved in future concept testing of new hardware and software.

Managing a team of 10 Support engineers for GE Capital as well as supporting the SOE/COE. I was responsible for managing the day to day deployment of equipment and staff, as well as ensuring staffing levels were adequate to provide 24 x 7 helpdesk and desktop support, as well as working with global teams in India and United States, for connectivity of service to customers and staff. Setting of team objectives, KPI and training schedules, assisting with staff appraisals. Completing daily/weekly/monthly Incident management stats, management of any technical call escalations as well as the administration of the Peregrine Call Centre Suit

Managing a team of 5 engineers providing new starter training, monitoring, and objective assessments and appraisals of support staff, checking call stats, dealing with any disciplinary issues, recruitment. Working knowledge of HR processes and Occupational Health and Safety standards, assist with the selection and implementation of appropriate new applications, software and technologies as required,
Call Centre Duties: To provide immediate telephone support to IAMA ISG customers, Support of SOE/COE, Administering Remedy Call Centre Suite, Administering Phone/Video conference system, Liaison with 3rd party service provider