Michael Camp Email & Phone Number

• Configure / repair HP, Dell, IBM, Servers for small businesses to enterprise setups, in house, on site and remotely• Solved licensing and data erasure issues with network appliances, enabling re-sale of hundreds of previously un-sellable network devices• Assist sales and marketing team, reccomending products and solutions that best solve specific customer’s needs• Installed operating systems and software to meet specific customer needs• Built images for customers to best… Show more • Configure / repair HP, Dell, IBM, Servers for small businesses to enterprise setups, in house, on site and remotely• Solved licensing and data erasure issues with network appliances, enabling re-sale of hundreds of previously un-sellable network devices• Assist sales and marketing team, reccomending products and solutions that best solve specific customer’s needs• Installed operating systems and software to meet specific customer needs• Built images for customers to best integrate new equipment into their existing IT environment• Troubleshot software and hardware issues on a wide range of IT products to duplicate and eliminate system issues and failures • Worked remotely via MS-RDS / MS-Terminal Service / VNC / Citrix / Team view Show less

• Worked as a team lead to assist 20 employees with complex repairs, process optimization and quality assurance• Created and modified internal repair processes and training manuals for laptops to insure the most efficient process are being used by the support team• Worked with managers, engineers and operations personnel to optimize internal processes • Worked with customers to provide excellent customer service and troubleshooting assistance • Fixed software issues… Show more • Worked as a team lead to assist 20 employees with complex repairs, process optimization and quality assurance• Created and modified internal repair processes and training manuals for laptops to insure the most efficient process are being used by the support team• Worked with managers, engineers and operations personnel to optimize internal processes • Worked with customers to provide excellent customer service and troubleshooting assistance • Fixed software issues remotely, using VNC and other tools• Fixed hardware and software issues by replacing hardware components, and solved difficult software issues• Provided quality assurance to insure all hardware and software issues were resolved properly. Show less

• Provided installation, maintenance and troubleshooting support on DS0-DS3 Circuits• Streamlined ticketing process by writing a macro that accessed various systems to updated our ticketing system with basic relevant information; this previously consumed hundreds of hours per month of valuable technician time• Trained team members on rollout of new DSL product and technical issues• Isolated and resolved issues on OC3-OC12, ATM, PBX, SMS, SIP, SCPP, VoIP systems• Worked with… Show more • Provided installation, maintenance and troubleshooting support on DS0-DS3 Circuits• Streamlined ticketing process by writing a macro that accessed various systems to updated our ticketing system with basic relevant information; this previously consumed hundreds of hours per month of valuable technician time• Trained team members on rollout of new DSL product and technical issues• Isolated and resolved issues on OC3-OC12, ATM, PBX, SMS, SIP, SCPP, VoIP systems• Worked with customers and third party telecommunications companies to provide cut overs to ensure end-to-end communications• Configured Tellabs echo cancellers, Nortel and Lucent Phone Switches, Alcatel Omni Access Routers, PBX systems and various Cisco (routers, switches, firewalls, and VOIP systems) Show less

• Successfully lead a team traveled to 3Com / U.S. Robotics win a contract to support their premium business product line; securing a contract that employed a team of 40 agents• Provided technical guidance, conflict resolution and managerial leadership to group of 40 Agents supporting 3Com / U.S. Robotics Modems, ISDN TAs, Graphics cards, and PDAs • Served as Executive Escalations contact for Office of the CEO, Palm ComputingPlanned, developed and implemented training programs… Show more • Successfully lead a team traveled to 3Com / U.S. Robotics win a contract to support their premium business product line; securing a contract that employed a team of 40 agents• Provided technical guidance, conflict resolution and managerial leadership to group of 40 Agents supporting 3Com / U.S. Robotics Modems, ISDN TAs, Graphics cards, and PDAs • Served as Executive Escalations contact for Office of the CEO, Palm ComputingPlanned, developed and implemented training programs, leading to a significant increase in quality• Significantly reduced hold times and overall call duration, improving customer quality feedback scores• Provided Quality Assurance by tracked issues that were reported by customers looked for trends and forwarded this information engineering for resolution• Trained team members on product usage and our trouble shooting process, inspired my team to share my desire to understand every aspect, command, and use of the products we supported Show less