Michael Gross Email & Phone Number

Cork, County Cork, Ireland

• Build and lead a Quality Assurance (QA) plan, framework and KPI’s• Develop and devise process orientated tasks, standard operating procedures (SOPs) • Review and develop standard measurements for processes to be compared against• Schedule, organise and complete quality audit inspections, including analysing and reviewing data and reports• Communicate and liaise with team leads and management to ensure awareness and adherence to standards, procedures and quality control issues and activities• Coordinate and investigate quality issues and provide recommendations• Document quality assurance activities linked with corresponding metrics and reporting• Create monthly dashboard detailing results, add commentary on trends and submit detailed reports to appropriate management• Drive QA meetings to ensure scoring, insights and needed action are appropriately communicated • Monitor and evaluate customer service calls, interaction and recording of same

Cork, Irland

• EMEA lead for IBM and Kyndryl Partnership Support.• Staffing of dedicated support with very low attrition across 6+ years.• Managed partner escalations and identified methods to reduce further similar escalations. • The team consistently exceeded CSAT target and regularly achieved close to 100%, quarter on quarter.• Managed a team of 8 Senior Technical Support Engineers and 1 Service Support Manager.• Created Salesforce reports and dashboards to gain insights on trends and areas to focus.• Delivered internal and external QBRs. • Built strong relationships with Engineering, PMs, Sales, Solution Architects, Customer Success, and Escalations, to provide a voice for our partners.• Volunteered on many projects including an Upskilling Irish Veterans course.• Drove education/certification across global teams.• Mentored individuals for career progressions.

Ireland

• Managed multiple teams: German Language Technical Support Team, Storage and Network Technical Support Team.• Reviewing case quality and metric reviews.

Cork, Ireland

• Providing VMware customers support on vSphere products.• Testing of Alpha/Beta release product.• Creation of KBs and advisory articles.• Mentoring new hires.

Sofia, Bulgaria

• Microsoft Premier Service and Support for Desktop and Internet Explorer• Providing technical support for all client operating systems and Internet Explorer in enterprise environments• Supporting customers from Germany, Austria and Switzerland, but also their customers all over the world (German and English speaking)• The German speaking Team are about 8 people, worldwide support have around 25 Engineers• Daily reporting to the technical manager• Customer are very experienced, so we need a deep knowledge of the supported products• We also deal with Advisories (How to…) and detailed instructions• Often third party products involved, basic knowledge about for example Antivirus, network components and web servers is needed• Provide Coaching and training for new Engineers• Involved in the process for hiring new engineers (technical and personal tests)

Sofia, Bulgaria

• Microsoft Professional Service and Support for Server Core, Active Directory, Network and Desktop • Providing technical support for all client and server operating systems in small and enterprise environments• Also support for Active Directory, Network components and Complex servers like Small Business Server (All in one)• Supporting customers from Germany, Austria and Switzerland, but also their customers all over the world (German and English speaking)• The German speaking Team are about 18 Engineer• Daily reporting to the technical manager• We need a broad knowledge about all of the supported products• Often third party products involved, basic knowledge about for example Antivirus, network components, virtualized environments like VMWare and web servers is needed• Provide coaching and training for new Engineers

Dublin

• Professional Support for Office, Microsoft• Providing technical support for all Office products lie MS Word, Excel, Outlook in small and enterprise environments• Supporting customers from Germany, Austria and Switzerland, but also their customers all over the world (German and English speaking)• The German speaking Team are about 5 Engineer• Daily reporting to the technical manager• We need also basic knowledge about Exchange• Provide coaching and training for new Engineers

Furth Im Wald, Germany

• Planning, implementation, administration of Windows-PC Environment inclusive Network, Applications and Printer• Responsible for small companies (5-10 people) • User Help Desk• Hourly based technical support and troubleshooting

Kelsterbach, Germany

• Planning, implementation, Administration of File-, Print- and eDirectory-Services• Server administration (Novell Netware)• Team leading, 12 Engineers and Administrators responsible for the Server Environment• Responsible for the team budget and the 24/7 productivity of the environment managed by the team• Planning and give trainings to improve the team performance• Report to the management about the team performance, leaks and solutions to solve them • Involved in the hiring process of HR for new team members• Controlling that the team is working according to the policies of the company • First point of contact in all questions internally in the team and externally to the customers. Also handling escalations and providing guidance for difficult customer calls• Responsible for the customer satisfaction • Planning, implementation, Administration for server based computing (Citrix)• Troubleshooting of the supported server environment• Java programming for eDirectory reports and mass changes• User Help Desk• Human resources planning• Project leading for internal projects (for example - Moving data from Netware file servers to EMC storage system, Deployment of Enterprise Antivirus System)

Neu-Isenburg, Germany

• Internal User Help Desk• Planning, implementation of networks like Ethernet, Token Ring, ATM• Consulting for Enterprise companies in the network management area

Mainz Area, Germany

• Planning, implementation, Administration of File-, Print- and eDirectory-Services• File Server Administration (Novell Netware)• Programming in COBOL and Assembler on IBM 370• Oracle DB Programming and Administration• Server administration (Novell Netware, Windows NT and Unix)• User Help Desk• Project leading for internal Utility Information System