Michael Mallernee

Technically adept and service-oriented IT leader with 15+ years supporting enterprise environments and leading helpdesk teams. Combines deep Microsoft expertise, strong documentation skills, and compliance-driven support with a passion for mentoring staff and solving problems. Excels in remote operations, Tier 2/3 troubleshooting, and client engagement across regulated environments.

Office of the Comptroller of the Currency

IT Specialist — Remote | 2014–2025

• Led daily support across secure enterprise systems (4000+ users), resolving Tier 2/3 incidents and mentoring junior staff.
• Created SOPs and knowledge base articles to improve resolution speed and reduce repeat issues.
• Managed M365 deployments and Azure policy compliance with FedRAMP standards.
• Tracked recurring problems and collaborated with engineers for systemic fixes.
• Interfaced with management to ensure SLAs, reporting, and client satisfaction were met.

IT Security Consultant — Remote | 2014

• Supported Azure and Exchange upgrades and hardening within a high-compliance environment.
• Contributed to cybersecurity posture enhancements and risk remediation plans.

Senior Consultant / Technical Account Manager — Denver, CO | 2005–2013

• Provided technical guidance and support for M365 adoption and helpdesk workflows.
• Developed escalation protocols and documentation to standardize remote troubleshooting.
• Facilitated customer health checks and performance reporting for IT teams.
• Led Incident Management teams during major customer outages in support of 24/7 MSP contracts. 

• M.A., Computer Resources & Information Management – Webster University
• B.A., General Studies – Columbia College
• A.A.S., Electronic Engineering Technology – Community College of the USAF