Michael Griffith Email & Phone Number

Dallas, Texas, United States

United States

Lewisville, Tx

•Responsible for maintaining a call volume and call flow to ensure a service level of 85% or higher•Monitor and mentor all customer support reps via call monitoring to ensure team meets 85% or higher on all coached calls•Monitor the Wizetrade financial software system database in order to ensure that all support requests are responded to within our allotted 24 hours response time•Manage and maintain all paper trade manager resets and adjustments within 24 hours of request•Manage personal work assignments in a manner that ensures maximum productivity and that every client has a positive experience•Maintain and grow technical skills through communication with mentors and assisting clients with troubleshooting computer system issues via phone•Create, format and approve knowledge base articles for all issues not found within the Knowledge Base and verify all existing issues in the Knowledge Base are accurate•Assist in all internal beta testing and report bugs and provide feedback in order to provide a quality product•Report inaccuracies, updates or new issues found within the Knowledge Base through escalation process•Participate in training new employees and verify all parts of the training document is followed and understood•Monitor and participate in all community posts on the Tech Support portion of the company’s websites•Communicate with technical support reps via Tech Lead IM and in person in order to ensure all issues are brought forward and are responded to immediately•Adhere to all policies and procedure set forth by the company

Farmers Branch, Tx

Responsible for updating computer hardware and software for over 200 employees•Refurbish computers and server hardware buildouts and troubleshoot technical issues•Completed inventory control for all employees on a quarterly basis to ensure 100% compliant

Farmers Branch, Tx

• Troubleshot and repaired desktop computers and laptops including but not limited to, hard drive, motherboard, disc drive and all internal components• Tested computer hardware and installed Windows operating system•Replaced small components in cell phones

Dallas, Texas

Answer customer calls from K-12 schools across the country, supporting proprietary electronic learning systems• In house software reloads and hardware replacements coming in from the field •Pack and distribute computers to local schools; set up, maintain and replace pc’s when needed• Support calls from field reps having trouble with hardware onsite

Dallas, Texas

Call center technical support for hardware including viruses, hardware and internet connectivity dealing with p.c. warranties. Also workedbin consumer relations taking escalated calls from store managers and customer related complaints.

Information Technology Support Diploma, Information Technology

Diploma in coursework for Technology Support with networking

Computer Aided Drafting/Design