Michael T Schroeder
588 Holt Road
Webster NY 14580

Platforms and Skills
• Linux Server and Desktop Support and Deployment (CentOS, RHEL, Debian, Ubuntu)
• MacOS and iOS Support and Deployment
• Windows Server and Desktop Support and Deployment
• Virtualization (VMWare, Xen, VirtualBox)
• Microsoft Office 365 and Microsoft Dynamics CRM
• Google Apps for Business
• OneNote / Evernote / NextCloud
• WordPress
• NAS (FreeNas, UnRaid)
• Backup and Disaster Recovery
• Remote Support (SSH, WebEX, Teamviewer, VNC)
• Firewall (pfSense, OPNSense)
• Training and Mentoring
• Leadership
• Troubleshooting / End User Support / Customer Satisfaction
• Software Implementation / Requirements Gathering and Planning / Documentation

Professional Experience
Manager of Customer Service – Rochester Software Associates
Rochester NY – January 2016 – Present
• Leading a team of Technical Analysts in the implementation of enterprise Web To Print Solutions
• Working with Sales partners to reduce overall project timelines
• Streamlining processes to make the Technical Analyst role more productive
• Updated the recruiting process to find higher quality candidates, on board candidates faster and build stronger teams
• Project Planning and timeline generation
• Created process for centralized project knowledge repository
• Weekly project status reporting to Executive Team

Senior Technical Analyst – Rochester Software Associates
Rochester NY – August 2010 – December 2015
• Work with a team of sales, IT, print shop, and software developers to implement efficient enterprise Web to Print solutions for educational, finance, healthcare and government clients
• Installation and support of multiple software packages for UNIX/Linux, and Windows based servers and desktops
• Gathering workflow requirements and translating them to production environment
• Gathering and Understanding IT security requirements, and partnering with clients to ensure their solution meets or exceeds the standards
• Remote diagnosis and resolution of server hardware and software issues for high volume production sites
• Teamed with management and sales teams to streamline installation process, reducing installation times by 10-15 business days
• Configuration and support of both physical and virtual environments, local and remote
• Identification and escalation of bugs to a development team, and implementing provided hot-fixes and updates
• Developed new employee training procedures and mentoring system
• Training new customers, providing workflow analysis and best practices
• Provides subject matter expertise to clients during development and delivery of products, including on-site visits as requested
• 24×7 Off hours support on a rotational basis

Technical Operations Specialist III – Time Warner Cable
Rochester NY – October 2005 – August 2010
• Provided Tier III support for all Time Warner Cable products and services with focus on Digital Phone and High Speed Internet
• One of five employees in a new specialized department, developed best practices for quick assessment and resolution of customer issues
• Troubleshooting and configuration of home and enterprise networks
• Over the phone troubleshooting and providing solutions based on information gathered, and ensuring customer satisfaction
• Troubleshooting networking issues across a variety of operating systems
• Mentoring and coached over twenty new hires

Monroe Community College
Rochester NY – AAS Visual Communications
• Digital Film and Photography
• Web and Multimedia Design
• Desktop Publishing

Personal Technical Projects
• Designed, Built and maintain an in house open source PBX system
• Designed, Built and maintain NAS and Offsite Backup for network of 25+ cross platform devices
• Designed, Built and maintain Home Automation and Security system
• Implemented and Open Source Firewall system to secure network that includes intrusion detection, Proxy Server and VPN server

Personal Development Course Work
• LeaderGrow – Leadership for Managers
• Linux Foundation – Intro To Linux
• RITx – Business Communications
• Various Sources – Self Learning Python