Michael Bernstein

Background

About Michael Bernstein

A talented professional with experience in the insurance, finance, healthcare, manufacturing, and publishing industries in both domestic and international environments. I have over 30 years in IT support, Information Security, knowledge, incident, and problem management. Since 2009, I have been ITIL 3.0 Foundations certified, and I am an experienced incident and problem manager. I look for common trends coming into the help desk and then find holistic solutions in a call avoidance effort. As part of this role, I also was the manager of several SharePoint Sites that utilized InfoPath forms and Nintex workflows to perform functions. Additionally, I was the IT publisher for end-user facing knowledge articles that were posted on a global end-user support portal. As part of this publishing role, I created many “how to” videos demonstrating how to perform various tasks with the company’s application software. I was also a Subject Matter Expert (SME) for many of the Microsoft and Apple products which required me to create, edit and approve knowledge base articles that were put into our Remedy system- Excellent knowledge of the full MS Office suite (Word, Visio, Project, Excel, PowerPoint, Access, Sway)- Proficient in writing SQL queries used in Microsoft Access- Developed multiple Access databases in corporate environments that used both SQL Server and Oracle backends- Developed web-based applications using Access, HTML, CSS- Produced training videos and conducted lunch and learn sessions with over participants in both in-person and virtual environments-Effective leadership in matrix organizations as well as in organizations where the structure is not clearly defined-Excellent interpersonal skills and working to find the best solution for whatever problem may be presented