Michael Bessey Email and Phone Number

Service Delivery Manager – Stefanini (July 2023 to Present)• Overseeing day-to-day delivery of Service Desk, Security Administration, Deskside services achieving SLA metrics.• Providing leadership, direction, and/or coaching/mentoring for Team Leaders. • Implementing, monitoring, and adhering to best practices.• Implementing process improvements.• Managing the Scope of Work and Change of Scopes.• Assisting with launches or business ventures with new client(s).• Assisting with invoicing and billing.• Chair AI focus team for North America and Asia Pacific• Created 20 custom AI templates for Field Services in the Stefanini AI library.Deskside Service Manager – Stefanini (March 2020 to July 2023)• Coaching, counseling, providing feedback, handling disciplinary issues and providing positive recognition.• Ensuring each Technician meets his or her required goals including intraday schedule adherence, attendance, call center metrics, policy/handbook adherence, conduct and performance.• Writing employee performance evaluations, delivering annual merit reviews, updating employee journals daily and performing other administrative tasks as assigned.• Performing root cause analysis and identifying opportunities for helpdesk efficiencies.• Working with the Recruiting Department in hiring qualified candidates.• Creating a cohesive team environment through consistent management.• Created over 30 PowerShell scripts to improve team efficiency.Deskside Technician – Stefanini (October 2013 to March 2020)• Knowledge of multiple manufacturers and operating systems.• Excellent troubleshooting capability.• Ability to work in a team environment as well as independently.• Ability to communicate technical information -technical audiences.• Excellent verbal and written communication skills.• Ability to complete assignments with no supervision.• Ability to search internally/externally for support information.• Attendance and schedule adherence are requirements of this position.• Knows and applies fundamental concepts, practices and procedures of particular field of specialization.Application Consultant - WorkForce Software (August 2012 to August 2013)• Configured software for sales demos using formula language and java script according to business rules for each prospective client.• Wrote custom scripts to add, delete and query results for customer demonstrations using SQL Server2008.