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

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.

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

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

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

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

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