Michael Bailey Email & Phone Number

Minneapolis, Minnesota, United States

Minneapolis, Minnesota, United States

Taught entry-level computer technology skills including Windows, MS Office, and Virtual Machines to students moving into their senior year of high school.Managed curriculum, graded student assignments, and provided mentoring and coaching to students.

Provided end user and administrator technical training for IP Contact Center SolutionsResponsible for developing, delivering and maintaining training courses based on IP Telephony and IP Contact Center solutionsProvided onsite consultancy on adoption and optimization of Calabrio productsExperience leading partner-facing implementation courses and managing demo labs

Provided technical assistance on QM, WFM, and CAD including: configuration, defect identification, log analysis, and management of customer expectationsTook proactive steps to provide end-user training and documentation on Calabrio products to improve the customer experience and reduce departmental workloadActed as a resource and mentor for new CSS employees

Responsible for leading a new provider-facing helpdesk and crafting practical models for daily operationsDeveloped and maintained technical documentation for the department’s knowledge base and provided training and support to new team members Led week-long technical training and onboarding courses for new office in Jamaica and the PhilippinesResponsible for scheduling and communicating system outages for updatesHired, managed, and served as third tier support for 25 analystsPartnered with developers and users to improve customer-facing resources and training

Worked as a Single Point of Contact for our Alliance Partners Medica and Hewitt Packard. Coached and trained service desk employees and ensured that cross-organizational training was taking place within specialty servicesTracked high priority alerts and advocated for issues on behalf of Incident Management, Alliance Partners and Collaborative Care

Managed resolution of inbound technical calls professionally and efficiently in a call center environmentDiagnosed all hardware, software, and network connectivity issuesResponsible for leading training on new knowledge base technologies