Mike looks after the technology the whole group runs on, from the network in each office through to the systems the agents use every day. If something will not connect, will not log in or will not behave, it reaches him.
He has a reputation for patience that survives being asked the same question by the same person four times in a week, and a knack for making a technical problem sound solvable rather than terrifying. The general view around the office is that without him everyone would be back on pen, paper and carrier pigeon.
