Michael Fredrickson Email & Phone Number

Placerville, Ca

Level 3 support for the Verizon retail stores throughout Northern California and Nevada, as well as Verizon Business offices and Mobile Telephone Switching Offices. Responsible for performing technical administration and/or analysis duties, as well as system design and development of methods to process information. Also responsible for producing specific deliverables relating to operations management. Occasionally leads staff members and peers on projects. Works independently and requires little supervision. Works as a team member with senior technical staff on large, complex technical projects. Completes assigned technical projects on time (e.g., analysis, designing, development, implementation, testing, monitoring, maintenance, production support, documentation, etc.). Spends at least 50% of the time performing project management activities such as planning, sizing, configuration, and scheduling. Analyze problems, develop and implements solutions, and make informed decisions that significantly impact project(s). Leads other Technical Support/Support team members in selected project activities. Acts as a retail subject matter expert (SME) while providing coaching and mentoring to junior members. Resolves escalated complex issues within the established timeframes while providing quality customer service. Proactively monitors and controls all directives to ensure quality and efficiency.

Level 3 support for the Verizon business campus in Folsom. Responsibilities included advanced troubleshooting and assistance for approximately 1300 local end users, and remote support of approximately 1600 end users. Assisted with server administration on an as needed basis. Point of contact for level 2 end user support technicians. Lead the team in cost savings initiatives by redeployment of hardware when possible, split-shifting for after hours work, utilizing remote support when possible, and assisting with documentation for the internal knowledgebase. Supported VoiP phones, including creation and support of user accounts. Maintained the service level agreement for support of 24 hours mean time to resolution (MTTR).

Responsibilities included imaging, maintenance, backup, support, deployment and retirement of business critical servers at the Folsom, Rancho Cordova, and Walnut Creek Verizon Wireless business campuses. Support included MS Exchange, VZW billing systems, VoiP, and backup servers, domain account creation and deletion, and group drive access based on business needs.

Level 3 support for the Verizon Wireless business campus in Folsom. Responsibilities included advanced troubleshooting and assistance for approximately 1300 end users. Point of contact for level 2 end user support technicians. Assisted in creation of images of PC's, automated deployment of applications using SMS, OS updates, patching of applications, replaced end of life hardware, and coordinated user moves on an as needed basis. Supported VoiP phones, including creation and support of user accounts. Maintained the service level agreement for support of 24 hours mean time to resolution (MTTR). Supervised 5 contractors during the deployment of the Rancho Cordova call center that was set up for approximately 1600 end users.

Level 2 support for the Verizon Wireless business campus in Folsom. Responsibilities included advanced troubleshooting and assistance for approximately 1300 end users. Performed imaging of PC's, automated deployment of applications using SMS, OS updates, patching of applications, replaced end of life hardware, and coordinated user moves on an as needed basis. Maintained the service level agreement for support of 24 hours mean time to resolution (MTTR).

Level 1 technical support at the AirTouch Cellular business campus in Folsom. Responsibilities included basic troubleshooting and assistance for approximately 1300 end users. Performed OS updates, patching of applications, replaced end of life hardware, and coordinated user moves on an as needed basis. Maintained the service level agreement for support of 24 hours mean time to resolution (MTTR).

Responsibilities included ordering and receiving inventory from manufactures. Fulfilling requests from seven AirTouch Cellular retail stores throughout Northern California and Nevada. Processing RMA's for defective and DOA equipment. Supervised a team of contractors to ensure fast and accurate fulfillment times.

Responsibilities included assessing inventory needs at the retail level. Ordering necessary inventory to maintain adequate inventory levels based on upcoming promotions. Processing RMA's for defective and DOA equipment.

Responsibilities included installation, deinstallation, and relocation of cellular telephones in a variety of vehicles. Troubleshooting, testing, and tuning of 3 watt cellular devices and car kits.