Michael Treichler Email & Phone Number

I.T. Mike is a family owned and operated business that helps seniors stay connected by providing In-Home I.T. service and support. Our goal is to set up, configure, and maintain all of your I.T. devices so that you are comfortable in your ability to confidently use current technology as it is intended. We want to teach and help people become more knowledgeable of existing technology as well as be aware of dangers, viruses, and scams.

Atlanta, Georgia

Atlanta, Ga

Reporting to the Director of IT Infrastructure, I am responsible to plan, develop, manage, and promote the Birch Communications Helpdesk services for Birch's internal staff and serve as customer service liaison with other departments to consolidate Helpdesk efforts.

Reporting directly to the Assistant Vice President of Application Support, I was responsible for setting and implementing the vision of a restructured Level 1-3 Software, Hardware, and Application Support teams for the S.P. Richards Company. This included setting and surpassing Service and Operational Level Agreements, the redesigning of inefficient processes and procedures, and designing career paths and mentorships for my 15 employees. In addition, I worked cross departmentally within the organization to understand and realize the impact to upcoming IT changes without interrupting the level of service expected by our internal and external customer base.

Marietta, Ga

Responsible for all strategic and operational delivery of the Customer Services function and delivery of project management support for Meda Consumer Healthcare. Delivering the highest levels of customer service and overall performance, while identifying strategic and operational initiatives in the areas of revenue generation, customer service, promotions, and customer retention. Responsible for developing strategic initiatives to improve the services provided by the department, assisting with the implementation and maintenance of the Brand Management, Trade and Accounting department initiatives that require project management support, while overseeing the day-to-day operations of the call center, and providing vendor management support.

I will initially be responsible for the build out of the new Contact Center, including recruiting and hiring of 12-17 call agents, installation of hardware and software programs, development and implementation of training for call agents, and development of strategic growth plan for the Contact Center. The new Contact Center will support the ACH family of consumer products immediately and expand to support all Alaven products by the end of the year. The Contact Center will be equipped to communicate with our consumers on a multilevel platform including inbound and outbound phone, e mail, web mail, and promotional events

Alaven acquired by Meda Consumer Healthcare

Manage remotely the IT team for IBM’s Sales Support Team. Oversee custom projects and work with clients to develop requirements. Direct projects and workflows and ensure budgets are maintained. Develop and support IT-related functions, including databases, websites, and software. Direct up to 20 projects simultaneously and monitor maintenance schedule for a 50+ server farm environment. Recommend solutions to client base to increase sales revenue. Ensure adherence to corporate compliance policies.Selected Highlights:• Saved $1M by developing a system backup solution for clients that became part of the Sales and Distribution department of the company.• Established a maintenance schedule that created more time efficiencies, allowing staff to spend more time on projects than on maintenance, recouping the $226K used to develop the backup system.

Directed 50-60 person remote team activity that provided call support for Gateway Corporation’s low-/mid-range server products. Ensured that service level agreements were met. Created customer relationships and worked to improve satisfaction ratings. Maintained revenue plans schedules and cost/budget plans. Worked with vendors to maintain quality and adherence to contractual agreements. Developed workflow and process improvements. Oversaw security measures and business operations compliance. Selected Highlights:• Reduced repeat calls to support by 85% through implementing training program for support team, also reducing call duration from 16-18 minutes to 13-15 minutes.• Delivered a 90% customer satisfaction rating 2 years in a row by reducing call answer time to 60 seconds per-call average.• Secured 65% of $4.2M revenue by reducing costs and creating a follow-up process that ensured customer satisfaction.• Garnered 3 company Bravo Awards for Service Excellence

Led a number of client projects, such as Waccamaw Planar project. Developed high-profile project installations, upgrades, and other logistics for Kinko’s, McDonald’s, and Waccamaw. Acted as point person for all IBM Manufacturing and IBM Service Delivery communications. Worked with both teams to ensure Service Delivery team support preparedness for new product release. Trained team and provided them with updated support tools and lab equipment where needed. Directed large-scale engineering changes. Served as liaison between IBM and Dell for outsourced field support. Maintained parts inventory was maintained. Selected Highlights:• Led all project efforts for the Waccamaw Planar Replacement project and the McDonald’s Storage Update initiative.• Promoted within 4 months by successfully driving large-scale projects from conception through implementation.