Michael Dobbs Email & Phone Number

United States

Charleston, Illinois, United States

• Upgraded legacy web applications to modernized efficient solutions using WordPress, HTML, CSS, and JavaScript while managing DNS records, nameservers, and domain registrars.
• Identified user and functional requirements and implemented suitable technical requirements.
• Researched new technologies for improving current system design, reducing operating costs, and increasing efficiency as well as user satisfaction and experience.
• Trained users to operate new and improved features added during the project.
• Analyzed the performance of added changes and features to determine new project needs for present and future development.

Charleston, Illinois, United States

• Troubleshooted user issues with virtual desktops, D2L Brightspace, and Microsoft 365 via call center, in-person, and chat applications to keep average ticket resolution time under 22 minutes.
• Utilizing and adjusting ticketing dashboards to organize tickets and escalate issues to appropriate departments to ensure 98% same day completion and minimize ticket reopening to 5%.
• Fixed software and hardware issues and configured multifactor authentication on mobile devices, desktops, and laptops running Windows 10 & 11, Linux, various MacOS’s, iOS, and Android.
• Updated user information and performed account troubleshooting in Banner & Active Directory.
• Resolved issues regarding network connectivity, user account access, database application access, Azure and MS-SharePoint applications, and web applications.
• Installed, updated, and managed antivirus, applications, and operating systems on user desktops.

Champaign, Illinois, United States

• Provided exceptional customer service by taking orders, suggesting menu items, and ensuring a memorable dining experience for patrons.
• Effectively resolved customer concerns and complaints, turning challenging situations into positive experiences, and maintaining a high level of guest satisfaction.
• Worked collaboratively with fellow servers and support staff to maintain a smooth and efficient restaurant operation, ensuring customer satisfaction.

Champaign, Illinois, United States

• Performed software and hardware troubleshooting and maintenance on all printers to keep system uptime over 98%.
• Updated software and performed routine security checks on laboratory systems to ensure 99% availability and 100% system integrity.
• Provided customer support resolving all order issues in under 20 minutes with 97% customer satisfaction.
• Restructured inventory ordering system to reduce waste expenses and supply ordering by 20%.