Michael F Dapelo Jr Email and Phone Number
Technical & Customer Support | Service Desk Management | Transition Management | Inventory Management | Knowledge Management | Technical Writing | ITIL v3 at
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Conexess Group
Colorado Springs, CO, US
Michael F Dapelo Jr's Location
Colorado Springs, Colorado, United States, United States
Michael F Dapelo Jr's Contact Details
Michael F Dapelo Jr work email
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Michael F Dapelo Jr phone numbers
About Michael F Dapelo Jr
Technical & Customer Support | Inventory Management | Knowledge Management | Technical Writing | Service Desk Management | Transition Management | ITIL v3Customer service professional with over twenty years of experience, primarily in highly technical environments. Manager of local, global, and remote support teams. Consulted with customers at all levels to identify and deliver technical and process solutions. Developed and presented reports, manuals, sales presentations, training materials, and classes to individuals and groups at various levels of organizations of all sizes. Responsible for providing direct technical support and developing specialized solutions for small businesses and individuals as well as for large corporations and government agencies such as Time Warner Cable, NBC Universal, the Department of Homeland Security, GE Financial Assurance, BearingPoint, and Microsoft. Specialties: ► Service Desk Management► Client Relations/Management► Leadership of Local and Remote Teams► Knowledge Acquisition and Transfer► Process Development/Implementation/Improvement► Service Desk Implementation and Roll-out► Inventory Management and Tracking► Issue/Problem Evaluation and Troubleshooting► IT Project Management► Third-Party/Outsourced Vendor Management► The Ability to Translate Issues and Requests between Technical & Non-technical Stakeholders
Michael F Dapelo Jr's Current Company Details
Conexess Group
View
Technical & Customer Support | Service Desk Management | Transition Management | Inventory Management | Knowledge Management | Technical Writing | ITIL v3
Colorado Springs, CO, US
- Website:
- conexess.com
- Employees:
- 136
Michael F Dapelo Jr Work Experience Details
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Conexess GroupColorado Springs, Co, Us
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Windows 10 Migration And Support TechnicianConexess Group Sep 2020 - PresentNashville, Tennessee, Us(Contracted to Evicore/Cigna)Brought on to execute the complete corporate hardware and software migration from iGel / Windows 7 to Windows 10.► Planned and executed inventory management process for both new project hardware and the return of existing end-user equipment. (Over 10,000 items)► Cisco Meraki scope migration to facilitate the management of more remote resources/connections.► Developed end-user documentation for initial receipt and setup of new hardware.► Developed Quality Control and Shipping Management/Tracking documentation.► Worked to develop, test, and roll-out the Windows 10 deployment image for the project.► Worked with management and network team to identify and resolve bottlenecks; speeding computer imaging time and resulting in 10x faster imaging times.► Streamlined end-user information and back-up acquisition. ► Remote end-user setup, configuration, and, support.
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Microsoft Office 365 Concierge AmbassadorExperis Aug 2020 - Sep 2020Milwaukee, Wi, Us(Contracted to Microsoft)Specialty support team organized to provide “white glove” service to individual and small business users of the Office 365 software and service platform. ► Provide enterprise level support for Office 365 Small Business/Enterprise environments► Assist users with initial product scoping and DNS configuration.► Configure and troubleshoot Exchange, SharePoint , Skype for Business and Dynamics CRM.► Implement and resolve issues with AD FS, Single Sign-on, DirSync, Hybrid Exchange environments. -
Client Services Analyst – Desktop EngineerInsight Global Jan 2020 - May 2020Atlanta, Georgia, Us(Contracted to NBC Universal/Comcast)Deskside and Executive support for NBC Universal operations center. Liaison with global client services, network operations, and engineering. • Basic network identity (Active Directory) and two-factor authentication (DUO) management.• PC (Dell) and MAC (Apple) onsite hardware technical support.• Local and network printer support and troubleshooting.• Computer imaging and migration (Windows 7 to 10 and Apple OS upgrades)• Support for commercial off the shelf and proprietary software packages.• Mobile device activation/configuration/management.• Inventory management and tracking.• Local hardware move/add/change.• Support for users and computers in remote/work from home configurations.• End-user training and support especially related to Office 365, MS Teams, OneDrive, and SharePoint. -
Microsoft Office 365 Transition And SupportInsight Global Jul 2019 - Dec 2019Atlanta, Georgia, Us(Contracted to NBC Universal)Support team responsible for all aspects of the O365 Software and Exchange migrations within NBC Universal. ► Migration support for MS Office software from 2010/2013 to O365 software suite.► Troubleshoot issues with email migration from on-premise Exchange to O365 Exchange.► Assist and train users regarding the transition from Dropbox to OneDrive.► End user training and support especially related to MS Teams, OneDrive, and SharePoint.
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Microsoft Office 365 Concierge AmbassadorExperis Nov 2017 - Jun 2019Milwaukee, Wi, Us(Contracted to Microsoft)Specialty support team organized to provide “white glove” service to individual and small business users of the Office 365 software and service platform. ► Provide enterprise-level support for Office 365 Small Business/Enterprise environments► Assist users with initial product scoping and DNS configuration.► Configure and troubleshoot Exchange, SharePoint, Skype for Business, and Dynamics CRM.► Implement and resolve issues with AD FS, Single Sign-on, DirSync, Hybrid Exchange environments.► Mentor and train new agents.
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Microsoft Office 365 Concierge AmbassadorExperis Nov 2016 - Aug 2017Milwaukee, Wi, Us(Contracted to Microsoft)Specialty support team organized to provide “white glove” service to individual and small business users of the Office 365 software and service platform. ► Provide enterprise-level support for Office 365 Small Business/Enterprise environments► Assist users with initial product scoping and DNS configuration.► Configure and troubleshoot Exchange, SharePoint, Skype for Business, and Dynamics CRM.► Implement and resolve issues with AD FS, Single Sign-on, DirSync, Hybrid Exchange environments.► Mentor and train new agents.
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It Service Desk SupervisorHarvey Nash Group May 2016 - Sep 2016London, Gb(Contracted to ProBuild/Builders First Source)Responsible for directing the daily operations of the Service Desk team to drive superior customer service. With specific focus on driving the efficient integration of multiple Service Desk projects and functions. Integration projects included the transition and merger of two separate systems and teams from two separate locations (Dallas and Denver). Simplified operations into single systems:► Ticketing systems merged from Service Now into RT (Request Tracker).► Merged two phone systems and IVRs allowing for the restructuring of mobile support teams.► Simplified and streamlined overall remote service support structure.► Migrated users into a single Active Directory domain environment.► Simplified and streamlined overall remote service support structure. -
Biz AnalystCognizant Sep 2015 - May 2016Teaneck, New Jersey, Us(Knowledge Transition, Agent Staffing/Training, Service Desk Shift Lead)Brought in to perform initial knowledge acquisition and transfer; to develop working knowledge documents and initial agent training for a new multi-homed service desk. Operated as shift lead during guided support and full operational go-live of the service desk. ► Performed initial knowledge acquisition and transfer from the client and incumbent service provider.► Trained initial service desk agents.► Developed and updated ongoing knowledge documents.► Analyzed and improved service desk metrics during guided support and full operational go-live.► Implemented quality measurement and feedback for continued improvement of agents and process.► Agent resource scheduling and management. -
Network Migration SpecialistCoretech Consulting Group Aug 2015 - Sep 2015Fort Washington, Pennsylvania, Us(Contracted to Depuy Synthes a Johnson & Johnson Company)Responsible for migrating Depuy Synthes manufacturing and customer support activities from legacy networks and infrastructure onto global Johnson & Johnson infrastructure. Including the migration and upgrade of approximately 750 users, 200 WinXP to Win7 migrations, and the transition of the wired and wireless networks for the entire site (including manufacturing hardware) to Johnson & Johnson network infrastructure.► Active Directory migration of user and computer accounts into Johnson & Johnson primary domain.► Migration of Exchange accounts from Depuy Synthes to Johnson & Johnson clusters. -
Helpdesk Support SpecialistVincentbenjamin Apr 2015 - May 2015(Contracted to Alerio Technology Group)Support and troubleshooting of all technical issues for multiple remote customers. Primarily Active Directory account and security group issues, Exchange account configuration, and networking issues.
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Service Desk Specialist / Pics Officer / Escalation Agent, Dhs Uscis Service DeskUsmax Corporation May 2014 - Mar 2015Fairfax, Va, Us(Contracted to General Dynamics)Technical Support Specialist, PICS officer, and Escalation Agent for Department of Homeland Security – United States Citizenship and Immigration Services users.Responsible for:► Case creation, routing, and resolution.► Security/Password/VPN Management (Active Directory, RSA, PICS)► Escalation Management -
Technical Support Specialist (Tier 3)Time Warner Cable Aug 2013 - May 2014Stamford, Ct, UsResponsible for supporting and troubleshooting all technical issues for Time Warner Cable customers for the following Lines of Business:► High-Speed Cable Internet► Digital Phone Service► Cable Video ServiceIn addition to the primary support services also responsible for customer relations, billing, online application support, sales, and scheduling on-site service calls. -
Maintenance (Part Time, As Needed)The Learning Experience Jun 2013 - May 2014Deerfield Beach, Florida, UsPerform general maintenance around child care center on an on-call basis. -
Te City CarrierUnited States Postal Service Jul 2012 - Apr 2013Washington, D.C., UsResponsible for casing, sorting, and delivery of letters and packages based on postal regulations and policy using a variety of equipment and delivery methods. -
Reserve AgentFarmers Insurance Apr 2012 - Oct 2012Woodland Hills, Ca, UsIndependent insurance agent licensed to write accident and health, casualty, life, & property policies for businesses and individuals in Colorado. -
Service Desk Delivery ManagerHewlett-Packard Jul 2006 - Apr 2010Houston, Texas, UsService Desk Delivery Manager, BearingPoint account.Responsible for the operations and management of an off-shored technical service desk supporting 15,000 international users. Including coordination with BearingPoint IT, external vendors, and internal HP server and application teams supporting the account, to improve service quality across the entire organization.► Managed a 40-50 agent off-shored (Bangalore, India) technical service desk.► Managed local (CXO) team responsible for service desk process maintenance and development, daily user management, VPN, and remote dial-in security access. [Active Directory & RSA Security]► Responsible for weekly, monthly, and yearly reports on solution implementation and customer satisfaction for internal (HP) and customer (BearingPoint) review.► Primary contact for the continuous improvement of process and customer satisfaction via customer feedback, resolution of escalated issues, and direct communication with both the customer (BearingPoint) and the off-shore service desk. ☆ No account escalations ☆ Customer satisfaction and first contact resolution maintained at over 90%► Worked directly with BearingPoint IT, HP, and third-party vendors on the planning, implementation, and testing of new applications and solutions. ☆ Developed pilot deskside support expense reduction program resulting in a 25% cost reduction.► Global escalation point (24/7/365) for both the service desk as well as the customer. -
Subject Matter Expert/Third Level Service Desk SupportHewlett-Packard Apr 2005 - Jul 2006Houston, Texas, UsProcess management and implementation specialist, BearingPoint accountResponsible for coordinating with BearingPoint IT and external vendors to implement solutions for the BearingPoint environment as well as creating and developing the process used by the service desk. Third level support: including server support, user management, security access, and issue resolution.► Created and maintained 1000+ pages of process for use by the off-shore service desk.► Managed team responsible for daily user management, VPN, and remote dial-in security access. [Active Directory & RSA Security]► Coordinated with BearingPoint IT to develop and implement technical solutions for data retention and security in relation to Sarbanes-Oxley.
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Technical Associate/Subject Matter ExpertHewlett-Packard Sep 2004 - Apr 2005Houston, Texas, UsTechnical helpdesk associate, Microsoft accountTechnical support agent responsible for logging, routing, and resolving issues called in by Microsoft users located both in Microsoft offices and at remote sites. Worked all three shifts assisting users worldwide.► Cross-trained and certified to support all five technical support groups: ☆ Line of Business ☆ Messaging ☆ Networking ☆ Operating Systems ☆ PC Products► Developed and added new solutions to the technical database (PRIMUS)► Consistent 98+ % customer satisfaction on quality surveys and 90+ % first call resolution.
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Technical Associate/Shift Supervisor (3Rd)Hewlett-Packard Oct 2002 - Aug 2004Houston, Texas, UsTechnical helpdesk associate, BearingPoint Service DeskTechnical support agent responsible for logging, routing, and resolving issues called in by BearingPoint users located around the world. Worked all three shifts assisting primarily the Asian/Pacific and European regions. ► Third shift (night) supervisor; primary point of contact for priority issues.► Network and remote access subject matter expert. [Active Directory & RSA Security]► Coordinated with BearingPoint IT and external vendors to develop process scripting and web pages for agent use.► Trained new agents.
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Technical AssociateHewlett-Packard Jan 2001 - Oct 2002Houston, Texas, Us(Previously Compaq)Technical helpdesk associate, GE Financial Assurance (GEFA) accountTechnical support agent responsible for logging, routing, and resolving issues called in by GEFA users. ► Worked directly with HP IT, GEFA IT, and local support to resolve user issues.► Second level support for the implementation of Blackberry devices into the GEFA environment. (Management and corporate level users). [Active Directory & Blackberry Enterprise Server]► Developed and scripted process and web pages for agent use.► Trained new agents.
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Technical AssociateTac Staffing Jun 2000 - Dec 2000(Contracted to Compaq, later Hewlett-Packard)Help desk agent responsible for support of the GE Financial Assurance (GEFA) account. Technical helpdesk associate, GE Financial Assurance account Technical support agent responsible for logging, routing, and resolving issues called in by GEFA users.► Worked directly with HP IT, GEFA IT, and local support to resolve user issues.► Second level support for the implementation of Blackberry devices into the GEFA environment. (Management and corporate level users). [Active Directory & Blackberry Enterprise Server]► Developed and scripted process and web pages for agent use.
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Business BuilderGazoom.Com Mar 2000 - Jun 2000Business Builder☀ Responsible for creating a territory and developing fundraising opportunities for schools, churches, and other groups.
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Information ManagerProfessional Video Supply Dec 1997 - Mar 2000Information ManagerResponsible for information, sales, and support of broadcast audio and video equipment as well as non-linear (computer-based) editing systems in the MO, KS, NE & IA region.★ Maintained and strengthened relationships with local and global vendors.★ Developed proposals for both corporate and governmental RFCs.★ Fulfilled orders and assisted with on-site installations.★ Responsible for proposals, installation, and training on non-linear editing (NLE) systems ☆ Standardized non-linear editing (NLE) platform offerings: reducing cost, increasing reliability, and speeding delivery time.
Michael F Dapelo Jr Skills
Vendor Management
Technical Support
Troubleshooting
Project Management
Outsourcing
Management
Itil
Security
Training
Leadership
Customer Service
Networking
Process Improvement
Information Technology
Analysis
Crm
Business Process
Databases
Reports
It Strategy
Program Management
Remote Desktop
Continuous Improvement
Quality Assurance
Service Delivery
Testing
Strategy
It Service Management
Change Management
Enterprise Software
Customer Satisfaction
It Management
Incident Management
Project Planning
Service Desk Management
Technical Documentation
Client Management
Process Development
Document Management
Training And Development
Remote User Support
Website Development
Reporting And Analysis
Audio Production
Photography
Cross Functional Team Leadership
Outsourcing Management
Non Linear Editing
Photo Editing
Process Simulation
Michael F Dapelo Jr Education Details
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University Of Central MissouriMass Communications -
Lajes High School
Frequently Asked Questions about Michael F Dapelo Jr
What company does Michael F Dapelo Jr work for?
Michael F Dapelo Jr works for Conexess Group
What is Michael F Dapelo Jr's role at the current company?
Michael F Dapelo Jr's current role is Technical & Customer Support | Service Desk Management | Transition Management | Inventory Management | Knowledge Management | Technical Writing | ITIL v3.
What is Michael F Dapelo Jr's email address?
Michael F Dapelo Jr's email address is mi****@****lo.info
What is Michael F Dapelo Jr's direct phone number?
Michael F Dapelo Jr's direct phone number is (207) 333*****
What schools did Michael F Dapelo Jr attend?
Michael F Dapelo Jr attended University Of Central Missouri, Lajes High School.
What are some of Michael F Dapelo Jr's interests?
Michael F Dapelo Jr has interest in Raising Chickens, Children, Information Technology, Entrepreneurship, Economic Empowerment, Historical Recreation, Wine Making, Education, Society For Creative Anachronism (Sca), Multimedia Production.
What skills is Michael F Dapelo Jr known for?
Michael F Dapelo Jr has skills like Vendor Management, Technical Support, Troubleshooting, Project Management, Outsourcing, Management, Itil, Security, Training, Leadership, Customer Service, Networking.
Who are Michael F Dapelo Jr's colleagues?
Michael F Dapelo Jr's colleagues are Marcie Casey, Zachary Zimmerman, Olivia Kulesza, Brooke Bell, Linda Hogue, Victoria Gustafson, Paramesh Bhai.
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