Michael Williams Email & Phone Number

Sherwood Park, Alberta, Canada

Remote

• Planning and designing solutions for a wide variety of organization needs.
• Managing priorities across different sections of the business and identifying critical needs.
• Collaborating with managers, end users, and other consultants to ensure tools developed meet global requirements.
• Monitor and maintain live solutions to ensure as close to zero down time as possible.
• Further developed existing solutions in preventative maintenance based on root cause analysis results.

Edmonton, Alberta, Canada

• As the leader of the managed and support services team I lead a group of software support specialists in developing new applications as well as fixing bugs in existing ones.
• Rebuilt team and process from ground up, defining tools used, hiring the current team, and redefining the guidelines to support clients better.
• Increased profit roughly half a million dollars yearly gained from my department.
• Maintain and improve existing client environments, finishing in-flight projects and… Show more As the leader of the managed and support services team I lead a group of software support specialists in developing new.
• Maintain and improve existing client environments, finishing in-flight projects and providing after care and maintenance to achieve highest client satisfaction.
• Building automated solutions for SharePoint and the O365 platform using several tools from Nintex, Power Platform, Java, PowerShell, and other tools. Show less

Edmonton, Canada Area

• IT operations and solutions managing a help desk environment, assigning appropriate tickets to agents, resolving technical issues and assuring SLA's are met.
• Bringing projects to completion based on client needs, assembling teams based on skills and coordination to fulfill those projects.
• Test and document software changes, reporting and resolving software bugs.
• Handled on and offboarding, within the O365 environment and preparation of laptops.
• Researched and ordered the… Show more
• Researched and ordered the best hardware available matching resource and budget requirements.

Edmonton, Canada Area

• Assisted with ERP database migration from custom software to SAP HANA.
• Created an automation tool that was adopted by the company and reduced a part submission time by approximately 80%,

Vancouver, Canada Area

• Provided excellent customer service, handing escalations, coaching, and building career plans for team members.
• Multitasking communications with multiple clients via text chat and voice chat to resolve both simple and complex technical issues.

Chilliwack, BC

• Provided support over the phone to Hewlett Packard customers, worked in several departments, Printer, Desktop, Critical Support, and Escalations.