Todd Micare

• Oversees and monitors Field Services team, reporting and daily responsibilities such as e-mails, restorations and requests to ensure Service Level Agreement expectations are met or exceeded. Escalate and update Incidents per process. • Disseminates new information or tasks assigned to the Field Service for events, projects, day to day business and new/replaced hardware software. Ensure the proper documentation of all new tasks and equipment have been completed thoroughly and communicated in a timely manner to the Field Service Team. • Supervise, evaluate, and conduct Team Member development plans and annual performance appraisals. Assist with ongoing and new hire training of team members. Enforce UO policies and procedures. Responsible for coaching, training and preparing operating schedule. • Screens the qualifications and experience of applicants, interviews candidates and makes primary recommendations to Field Services Manager. Create and monitor Field Services training plans including new hire and technical trainings. • Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities. • Performs other duties as assigned.

• Review statement of work documentation with PMO to determine customer deliverables • Request role-based team resources for project assignments • Evaluate, update, and modify waterfall and agile project plans with team members in Smartsheet • Schedule, host, record, and transcribe internal and external stakeholder introduction, discovery, and workshop meetings • Plan and execute a daily Scrum stand-up • Record and communicate action items, next steps, and important information • Analyze, approve, deny and delegate time management functions for team members with Autotask • Maintain project health notes in Salesforce • Push to keep communication open between team members through Teams chat, email, and video conferencing

· Oversee Installation, support, and testing of Point of Sale and PC hardware, software, and peripherals · Assign technicians to assist end-users, trouble-shoot issues, and provide resolutions quickly and precisely · Receive escalated issues and work with other teams or subject matter experts as needed. Deliver detailed notation for future resolution analysis · Manage the configuration, set-up, break-down, and provide continued support of Customer Point of Sale Events equipment while maintaining daily, revenue generating tasks · Install, test, and maintain Network Infrastructure, perform basic Cisco IOS functions · Provide support for any device connected to Ethernet and most devices connected to WiFi · Follow best practices for internal security, external security, reporting, training, safety, privacy, confidentiality and team member excitement · Perform additional project related tasks, documentation, and ticket creation as needed or

• Accountable to reporting to Sr. PM for all of APEX services with a value exceeding $10 million annually • Met with clients to establish their expectations and project needs to build and foster ongoing relationships for APEX • Review statement-of-work documentation and create work order outlines based on the statement-of-work details • Assisted in the overall client experience through the full-service lifecycle, including planning, concept creation, delivery of services, and ongoing support for small to large-scale, multi-year projects. • Handled action items across all, internal, corporate areas • Assisted in developing and implementing long and short-term project administration, design, and execution of plans • Worked with Senior PM to create change management initiatives to generate smooth fallback practices and procedures resulting in productivity increases

• Responsible for break-fix equipment repair in a depot environment • Provide remote troubleshooting support and parts ordering for PC, laptop and printer hardware • Order parts or equipment and dispatch technicians to remote locations; Provide tech support as needed • Exceeded client and internal SLA agreements while providing detailed ticket notes • Administrate and manage VoIP, digital and analog phone numbers / voice mail in the Avaya PBX environment • Generate equipment orders for phone and conference room hardware • Assemble detailed instructions for on-site technicians to install Avaya hardware • Create monthly summary reports of all digital and voice service tickets • Maintain customer satisfaction by using excellent verbal and written communication skills

• Generate, assign, and manage IT help desk tickets by order of severity, priority, and SLA • Add new Active Directory accounts and administrate current Active Directory accounts in regards to groups, security access, account unlocks, and password resets • Set-up, break-down, and provide continued support of end user computer equipment and conference room equipment within the local office • Escalate and provide specific details for complex issues to higher level technicians as needed • Manage PBX systems and Windows servers • Install and maintain software, hardware, and peripherals • Follow best practices for internal security, external security, and HIPAA protocols • Process inventory and repairs on all IT equipment • Perform additional project related tasks and data entry as assigned