Hello, my name is

Mike Mayr

Regional Manager - AMERS, IT Support Services

About me

A self-motivated, quality driven, and result oriented IT manager with 10+ years of technical experience in managing IT systems and providing high-level executive support to global technology firms.

Maintining customer satisfaction is a top priority.

With years of experience in tech, I have acquired the skills of understanding, troubleshooting, and resolving root causes of customer issues. Experience in the global technology industry has exposed me to multiple cultures and backgrounds, giving me an appreciation for various types of customer concerns.

TECHNICAL SKILLS
MY EXPERIENCE
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TECHNICAL SKILLS

PRACTICES / Social SKILLS

  • Experience managing and leading a team
  • Knowledge of ITIL / ITSM
  • Problem resolution and process re-engineering

    • OPERATING SYSTEMS

  • iOS and Android
  • Windows, Mac, and Linux

    • NETWORKS

  • Ubiquiti hardware and software experience
  • Network configuration, maintenance, and management

    • SECURITY

  • Carbonite / Mozy Backup (Data Protection)
  • Crowdstrike Falcon
  • MDM profile configuration (MobileIron)
  • Microsoft 365
  • Okta User Management
  • Pulse VPN User Management
  • SAP/IDM User & Order Management
  • Saviynt User Management

    • HARDWARE

  • Hardware, Peripheral, and Software purchasing (Dell / SHI)
  • Hardware provisioning and reclamation
  • MDF / IDF installation and maintenance
  • Microsoft Teams Room Hardware setup and configuration

    • SOFTWARE

  • Active Directory / Azure Active Directory
  • Apple Business Manager / JAMF
  • AWS VDI and VMWare ESXi
  • Azure AutoPilot WhiteGlove Provisioning
  • BIOS configuration and updates
  • Exchange Business
  • Intune Management and Provisioning
  • LEMP Stack Experience
  • Microsoft Business Store Device Management
  • Microsoft Teams Room Configuration
  • Remedy and ServiceNow ticketing systems

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    My Experience

    Apr 2024 - Present

    Clarivate
    Tempe, AZ

    Regional Manager - AMERS, IT Support Services

    • Managing 12 IT personnel (Americas global region)
    • Participating in strategic planning, upcoming projects, and decision-making processes at the organizational level
    • Spearheading mergers and acquisition projects from an IT perspective
    • Managing Americas Region IT budget and spending
    • Continually identifying staffing and training needs; assisting them in achieving their personal and business development goals
    • Overseeing day-to-day operations of the team managing our Americas global region
    • Conducting employee performance evaluations, establishing objectives/goals, and overseeing additional responsibilities related to personnel management

    Jan 2023 - Apr 2024

    Clarivate
    Tempe, AZ

    Senior Team Lead, IT Support Services

    • Managing team of 7 IT support service analysts (US)
    • Supervising projects ensuring completion within timeframe, budget, and quality criteria
    • Oversaw office move from Chandler to our new Tempe location (Network Rack & Stack / Configuration)
    • Continually identifying staffing and training needs while assisting them in achieving their personal and business development goals
    • Overseeing day-to-day operations of the team managing our US offices
    • Conducting employee performance evaluations, establishing objectives, and overseeing additional responsibilities related to personnel management

    Aug 2022 - Jan 2023
    Clarivate
    Chandler, AZ

    Lead IT Support Services Analyst

    • Lead mentor for newly joining and existing team members
    • Point of Contact for ELT as well as their support staff (EAs)
    • Point of escalation for all Chandler Center of Excellence related items
    • Solely responsible for Executive Leadership Team (ELT) and Board support

    Jul 2020 - Aug 2022
    Clarivate
    Chandler, AZ

    Senior Desktop Support Engineer

    • Spearheaded support for board and executive leadership team members
    • IT point of contact for ‘Chandler Center of Excellence’ and west coast
    • Primary point of contact for the executive team and their supporting admins
    • Beta-tested and improved Azure AutoPilot WhiteGlove Provisioning Process
    • Chandler Center of Excellence office build-out and infrastructure setup / configuration

    Mar 2020 - Jul 2020
    First Solar
    Tempe, AZ

    Specialist IT - II

    • Point of escalation for all West Coast IT support including 200+ Energy Services users (20+ solar sites)
      and 400+ office users (5 offices)
    • Executive staff support and ticket escalation
    • Head of IT technician training and mentoring of advanced technical procedures
    • Dell and SHI site catalogue management

    Oct 2018 - Mar 2020
    First Solar
    Tempe, AZ

    Specialist IT - I

    • Head IT support for quarterly earnings calls, board meetings, global webcasts, and town hall meetings
    • Level 2 team lead for all West Coast IT support while maintaining a 98% SLA
    • Hardware and software implementation coordinator for e-Visitor system rollout
    • Windows 10 upgrade director
    • West Coast hardware and peripheral purchasing contact (Dell and SHI)
    • ServiceNow asset management lead

    Nov 2017 - Oct 2018
    First Solar
    Tempe, AZ

    IT Technician - III

    • Recommended timely and relevant upgrades for clients’ products as necessary
    • Set procedural standards and facilitated East and West Coast team collaboration
    • Managed and maintained all Cisco IP Phones for West Coast using Cisco Provisioning Manager (PME)
    • Coordinated updates and maintenance for 500+ Windows PCs and Peripherals
    • Facilitated and maintained relationships with hardware and software vendors
    • Communicated with vendors for datacenter mechanicals and AT&T repeaters

    Jun 2015 - Nov 2017
    First Solar
    Tempe, AZ

    IT Technician - II

    • Assisted clients with troubleshooting hardware / software issues and concerns
    • Spearheaded efforts leading to a more robust hardware and software asset management (later implemented in 2018 with ServiceNow)
    • Directed West Coast Windows 7 rollout initiative and ensured smooth transition
    • Ran and improved new user onboarding procedure through 2019
    • Integrated innovative technical solutions

    Oct 2014 - Jun 2015
    First Solar
    Tempe, AZ

    IT Technician - I

    • Inventory management for new hires, replacements, and upgrades
    • Windows 7 stock and procedure preparation for entire West Coast
    • Solar sites and remote user support
    • West Coast Termination, reclamation, and processing lead (through 2018)

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