Bryan Michael Email & Phone Number

Kansas City, Missouri Area

Provide support for hardware and software calls for 300 field users.Configure and deploy laptop hardware and software for domestic sales force; maintain a current asset inventory of all field-based laptops.Implemented the utilization of broadband cards among the sales force. Assisted with the negotiation of the Sprint contract. Developed and executed a roll-out plan to ensure a seamless transition to the new technology. Successfully rolled out Windows XP to the sales force. Created and executed plan to install Siebel 8.0 upgrades. Both plans limited computer downtime for 300 remote users to two days.Provide on-site technical support to the sales and marketing division, as well as event planning, at national and regional meetings and conferences. Responsible for all IT needs, Internet lines, laptops, flat panel screens and lighting. Create and maintain all Netware and Active Directory permissions for all field employees.Work with outside vendors to obtain parts for all hardware repairs; coordinate repairs.

Managed four sites (Overland Park, KS, Fort Dodge, IA, Charles City, IA & Guelph Canada). My employees were responsible for all desktop support at each site as well as all of our remote field sales users.Developed talent and provided strategic guidance to help the team meet/exceed department/company business objectives. Also handled all of the hire/fire responsibilities.Managed escalating customer service issues; effectively resolving conflict and improving customer satisfaction. My goal was to provide 100% customer satisfaction, this was done by communicating to the end users on a regular basis on each project and where the project was when it came to their department.Managed employee relations issues and concerns through guidance, investigations, the use of performance improvement plans and disciplinary actions.Provided direction for goals and objectives, continuous guidance for achieving those goals and provided year end reviews to each team member.My team also provided phone support for 1,000+ phones and 4 PBX Siemens systems.Used Service Center to document all incoming helpdesk calls, and initiated Service Level Agreements for the helpdesk / desktop support staff..We replaced our desktop / laptop computers every three years. I would get a count of every computer that needed replaced company wide. I would then source the hardware, and work on having the systems imaged. Provided network documentation, training and guidance to employees and users of the network. I would attend all of the HR meetings when it came to new hires and would schedule either myself or a member of my staff to meet with the new hire and go over their new computer system.Worked with the Sales Department and created a plan to rollout Siebel to all of the remote users as well as our field sales department. This rollout was scheduled in 5 different cities across the US.

Provided computer hardware and software support (first-, second- and third-level support) for 200 in-house and 50 field employees. Maintained a current inventory of all computer desktop and laptops.Managed all audio-visual needs for all in-house users.Worked with outside vendors to obtain parts for all hardware repairs; coordinate repairs. Responsible for 9 Novell Servers by maintaining all Netware patches and server issues.Set up all client computer systems, which included desktops, laptops, network and non network printers.Created and executed a plan to upgrade all desktop/laptop users from Windows 98 to Windows 2000.Managed network user accounts, such as changing passwords, setting up printers at workstations, assigning access rights to directories and accounts, updating virus signature files and general maintenance.

Managed eight employees, as well as all operations of the Hardware Department including hiring, reviews and payroll.Increased staff productivity and sales by 60 percent in the first year.Certified all employees on all HP products to secure warranty dollars from HP.Effectively handled all customer service issues.Developed a training program for all employees to ensure entire team was knowledgeable about Windows and all hardware lines carried in the store.Recognized as Service Manager of the Year - 1992, 1994, 1995 and 1996.