Michael Harris - Technical Support Manager Resume Simple
SUMMARY
Highly motivated, results-oriented, customer service professional with a proven track record of success in the areas of business analysis, project management, and technical support.
SKILLS
  • workflow, engineering, manager, analysis, cases, proactive, communications, process improvements, network, can, management, solutions, customer support, infrastructure, staffing
  • liaison, management, analysis, cases, apple, implementation, audits
WORK EXPERIENCES
  • 2017-12-252017-12-25

    Technical Support Manager

    Williams Communications

    • Led the development and implementation of a new business Intelligence system to support the sales and engineering teams. Worked with the executive team to develop and implement a proactive monitoring and communication plan.
    • Provide leadership and direction to the team to develop a new customer service Center for the operations and support of the network infrastructure.
    • Served as a member of the team to improve the onboarding of the new hire orientation process, and the hiring of the staff of the customer.
    • Served as a liaison between the business, development, and operations teams to ensure that the implementation of the project is in place to meet the customer needs.
    • Developed and implemented a process improvement program to improve efficiency and effectiveness of the onboarding of new employees, resulting in improved customer satisfaction and increased productivity by 20%.
    • Work with customer support to resolve issues and provide solutions to customer service management and business process improvement. Create and maintain effective use cases, and workflow processes.
  • 2017-12-252017-12-25

    Technical Support Manager

    Intramural Sports

    • Managed the implementation of a new asset management system to support the use of the financial systems to provide a liaison between the business and the front end.
    • Responsible for the analysis of the customer cases and the development of the new system to ensure that the user requirements are met.
    • Maintain and manage the quality of all the information security and access control systems. Develop and maintain the organization's policies and procedures for the company.
    • Develop, maintain and support the organization's internal and external business units, including the creation of the new and existing processes, procedures, and policies.
    • Provide support to the team to ensure that the highest quality of the application is delivered on time and within budget.
    • Ensure that all the systems are in place to meet the needs of the company, including the following: audits, policies, procedures, and standards.

 Thornhill Auction Company 

 Engineering Central