Micah Backwater

Manage all Cloud services, including, but not limited to, Microsoft Azure and MS365, Teams Phones, Freshservice Helpdesk, Action1 MDM, Fortigate firewall and networking.

Regularly report to management on progress of projects and inventories.

Past projects include:
- Onboarding Freshservice helpdesk platform and configuring automation workflows to handle employee journeys (onboarding, offboarding, department/role changes, etc.)
- Configuring employee onboarding automation (account creation, licensing, group membership)
- Migrating from traditional telco services to Microsoft Teams Phones
- Implementing Role-Based Access Control for Azure resources
- Custom Azure Logic App to handle elevated privilege request notifications in Intune for specific users
- Custom script to leverage Action1 MDM platform to retrieve event logs from endpoints
- Onboarding new company sites and upgrading existing network infrastructure

Through Compri Consulting I worked primarily with the ITS team at
Denver Water as a Windows System Administrator. I was tasked
with the following during my contract:

● Management and administration of the Solarwinds alerting and
monitoring for 500+ systems (servers, network devices, etc.).
● Daily care tasks for all Hyper-V environments.
● Review and remediation of file share permissions.
● Migrating file shares onto high-availability platforms including
on-prem Failover Clusters and Sharepoint/Teams files for over
1000 employees..
● Build and deployment of HPE server hardware and software in Production
and ICS (SCADA) environments..
● Management of the VEEAM/Cohesity backup platforms for 300+
servers and all file shares..
● Documenting processes and procedures.

During my tenure with Compri Consulting I was able to leverage
Powershell to automate much of the Hyper-V care tasks, reducing the
daily commitment to this task by a factor of four.

ERC Pathlight is a network of mental health care clinics spanning the
United States and headquartered in Denver, CO. While working for them, I
was tasked with several projects:

● Implementing, testing, and deploying VPN solutions for remote
employees
● Build and deployment of VMWare hosts and VMs for remote sites
● Organizing and automating ticket flows to improve department
eƧciency and oversight
● Review and remediation of critical systems (load balancers,
security and anti-virus, MFA)
● Documentation and standardization of processes

During my tenure with ERC Pathlight, I also took the opportunity to take
certification courses in the ServiceNow ITOPS platform.

Duties:
Maintain computers, software, email accounts, networks, servers, and various other systems
Support business initiatives to streamline support and management processes, both internally and for clients
Update and maintain documentation to ensure highest service levels for clients
Collaborate with vendors and external partners for both remote and on-site repairs
Daily, weekly, and monthly checks and reports on backups, security software, OS patches, drivers, etc.

On-site repair and replacement of IT assets.
Training new Support Engineers for RIA client.

Tier 3 support for RIA.

RIA offboarded their IT team to Synoptek in September of 2017. My duties mostly remained unchanged while in this role.

Began as Tier I Service Desk with the following duties:
• answer phones
• log tickets
• perform simple desktop repairs and configurations
• image new computers
Moved up to Tier II within a year, began working on several projects:
• Windows 10 upgrade, entire enterprise (250+ computers)
• VMWare implementation for virtual machines
• VMWare Mirage administration for imaging physical hardware
• Deployment of timekeeper kiosks
• Clean up Active Directory
• Train new employees
• Manage ticket queue
• Write process documentation for company wiki

• Installed and maintained company IT assets (computers, printers, phones, networking equipment, etc.) across the enterprise (corporate HQ in Phoenix, AZ, 7 day care locations in AZ, 4 in NV, and 3 in TX)
• Repaired, replaced, or refurbished broken or damaged equipment
• Set up and configured email accounts for the enterprise (POP, Outlook, Macmail, Android, iOS, Blackberry)
• Performed weekly backups of file servers and assisted with remote backups when necessary for daycare locations
• Maintained inventories of assets, daily logs of activity, and mileage driven for reimbursement
• Ensured proper disposal and recycling of outdated and completely broken IT equipment