Service Delivery Technical Support

Michael L. Zinsmeister

**** ****** **., *** *******, TX 78259

210-***-**** ad72dr@r.postjobfree.com https://www.linkedin.com/in/mikez-itleader

Summary

Senior IT Leader – Infrastructure Operations, Tech Support, and Service Delivery Expert

Delivering operational excellence that proactively drives performance and reliability

Influential, top producing, and transformational leader with deep expertise in IT infrastructure support and service delivery

Passionate, hands-on leader executing strategic solutions that streamline processes, reduce IT system incidents, and increase efficiencies

Highly-effective team builder; fostering culture of empowerment and transparency; excelling in motivating employees into high-performing teams and setting direction to elevate operational performance

Career Experience

Senior Incident Manager

Saxman One, San Antonio, TX (remote) 2020 – 2023

Drive end-to-end management of high priority incidents with the Defense Health Agency SDD Application Support (Tier III) Group supporting the U.S. Military medical treatment facilities worldwide. Lead team of technical professionals to bring incidents and problems to resolution, including escalation process, systems outage management, incident/problem management, root-cause-analysis, and continuous improvement. Utilize ITIL best practices and ensure adherence to SLAs for restoring critical IT systems.

Developed and implemented standards, procedures, and processes that significantly improved incidence response

Reduced mean time to resolve tickets, increased CSAT scores, and reduced problem escalation rate

Ensured incident post mortems were completed to capture process deviations and identify areas for training, development, and improvement

Mentored team members providing technical career guidance for future growth and development

Director System Administration

NTT Data Services, San Antonio, TX (remote) 2016 – 2020

Oversaw professional and technical IT system administration for 500 healthcare facilities nationwide (including over 60 hospitals and 100,000 employees). Led multi-national, cross-functional, technical teams deliver general system administration, e-mail administration, and Active Directory administration to thousands of users. Provided technical support, change management, customer relationship management, incident management, and regulatory compliance.

Maintained 99.99% availability through proactive infrastructure management & troubleshooting, and regular system & infrastructure maintenance, and upgrades

Utilized industry best practices to advise teams on business rules for operating in healthcare environments, and for implementation of technical controls

Michael L. Zinsmeister

3810 Menger Dr., San Antonio, TX 78259

210-***-**** ad72dr@r.postjobfree.com www.linkedin.com/in/mikez-itleader

Summary

Senior Manager System Administration

Dell Services, San Antonio, TX (remote) 2014 – 2016

Managed technical support team and provided centralized support for infrastructure. Performed data conversions and reconciliations. Monitored system capacity to recommend enhancements to meet changing network demands.

Integrated 26 former Vanguard Health System hospitals (6,201 licensed beds) with Tenet Health meeting all budget, timeline, and scope requirements while maintaining business continuity

Director Technology Services

Baptist Health System, San Antonio, TX 1998 – 2014

Provided leadership and set strategic roadmap for IT technical staff and managers. Led design, installation, maintenance, performance, and support of IT infrastructure for all facilities and staff within the Baptist Health Systems (which included 5 hospitals, and numerous clinical and office locations).

Maximized customer service uptimes through proactive network monitoring, surveillances, and repair

Other Work History

Base Network Advisor, Computer Sciences Corporation/GTE 1992 – 1998

Technical Support Manager, Santa Rosa Health Care 1989 – 1992

Software Engineer, Autotest Company 1982 - 1989

Education

B.S. Computer Science, St. Mary’s University, San Antonio, TX 1982

Addendum

Skills

LEADERSHIP

Adaptability

Budget Management

Business Continuity

Change Management

Data Center Ops

Delegation

Incident Management

Mentorship

Off-Shore Teams

People Management

Problem Management

Project Management

Remote Team Management

Reliability

Resource Management

Risk Management

Service Delivery

Strategic Thinking

Team Building

Time Management

Vendor Management

TECHNICAL

Active Directory

Applications Support

IT Architecture

IT Automation

Cisco

Citrix

Customer Service

Database Management

Disaster Recovery

DoD

Domain Name Management

DHCP

DNS

E-Mail Administration

End-User Support

Enterprise Systems

Firewalls

Healthcare

Information Security

Infrastructure Operations

ITIL

ITSM

Linux

Load Balancers

Monitoring

Network Administration

Network Sniffer

On-Call

PKI Management

Regulatory Compliance

Remedy

Remote User Support

Resource Management

Root Cause Analysis

Secure E-Mail/Data Transfer

Service Desk

ServiceNow

Storage Management

System Administration

TCP/IP

Technical Support

Ticket Queue Management

Transformation

Troubleshooting

Virtualization

VPN

Web Content Control

Web Servers

Windows

WiFi Management

SOFT

Active Listener

Good Communicator

Dedicated

Empathetic

Honest

Loyal

Responsible

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