Micah Miles Email and Phone Number

• Work closely with management and executive leadership to organize and direct teams in correcting encountered issues to the retail environment.• Work in a high-speed environment providing impact review to large scale hardware / software / application breaks along with engaging resolvers to expedite correction of the problem.• Examined bulk data to identify trending issues within supported technical environments.• Run Root Cause Analysis meetings with development / engineering teams post incidents to determine the core cause of the outages and put in place corrective measures to prevent future similar issues.

Note: Position was Contract based until October of 2021 where I was hired on full time.• Inter team relationship building with Product Owners, Project Managers, and tech aligned development groups.• Standardized / Optimized team documentation author for new and updated programs / processes along with research of new issues encountered.• Trained new hire technicians that were added to my team on both mobile hardware and static VDI workstations.• Point of contact for new technology releases and how to integrate with current software / hardware for compatibility.

• Subject matter expert for issues my team encounters and for operational meetings with other teams / developers.• Worked specialized tasks including VDI / Tablet deployment, hardware research and documentation creation.• Point of contact for escalated internal critical issues requiring in-depth and advanced support.• Department documentation author for new and updated programs / processes

Assisted customers with wide range of technical issues, navigation, diagnosis, and ticket submission in a fast paced environment Performed remote support for customers providing Application information and troubleshooting assistance.High first call resolution rateQuickly progressed from Tier 1 to a Tier 1.5 position based on performance and expertise