Michael Eggert Email & Phone Number

Alexandria, Virginia, United States

Baltimore, Maryland Area

Respond to Enterprise Incident Management Alerts and when required generate Critical Notifications to the Directors of the Joint Service Provider, EIM Staff and JSP Management, and as required send updates and final resolutions via the Critical Notification system. Assist in personnel scheduling to ensure that there is proper coverage at all times. Track attendance records for day shift technicians. Monitor mailboxes and call stats to ensure that SLAs are met. Coach technicians when opportunities for improvement are presented. Provide employees with monthly statistics in various areas of performance. Write and deliver yearly performance evaluations for employees per company guidelines. Collaborate with the knowledge management team to develop new, and improve existing work instructions to ensure that work instructions are easy to follow. Document all significant issues on SharePoint site to ensure that all managers have a single focal point for tracking of issues. Run daily reports for upper management to show trending data using Microsoft Excel, Business Objects, and Crystal Reports. Presented briefing materials to teams using customer provided A/V equipment and PowerPoint Slides. Performed initial troubleshooting for on-site A/V equipment (cameras, microphones, and audio and video playback issues) as needed.

Baltimore, Maryland Area

Primary responsibilities include: answering and responding to inbound calls/e mails in a timely and professional manner. Properly document those interactions in the appropriate tracking system. Escalate issues that cannot be resolved in a timely manner. Sustain currency of work instructions and related process changes. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, audio visual systems, and telecommunications systems. Diagnoses, identifies, isolates and analyzes problems utilizing historical database records

Baltimore, Maryland Area

Delivered linen to patient rooms, assisted staff members in moving furniture when necessary, stripped and waxed floors. Scrubbed floors.

Buffalo/Niagara, New York Area

Delivered linen to patient rooms, assisted staff members in moving furniture when necessary, stripped and waxed floors. Member of the Safety Committee for the Environmental Service Department.