Michael Hellman Email & Phone Number

Decatur, Al, Us

Decatur, Al, Us

Alabama, United States

Urbana-Champaign, Illinois Area

Communicate and coordinate the efforts and actions of the sub-contractor in accordance with theproject scope and mission directly with ownership and property managers Review standardized project hand-off documents such as the ROI, Sales to Project Management Handoff, Letters of Intent, Contracts and AgreementsSchedule and coordinate all Project Kickoff meetings with stakeholders (Sales, Engineering, NOC, warehouse, Field Ops) Generate standardized project documents required to communicate progress both internally and externally as well receive approval from clients Review invoices and pay requests, ensuring that the amount requested for payment is commensurate with the percentage of completion Generate the financial budget (Baseline) for any given project and be able to identify/justify this financial metric with the use of Engineering specifications and work-ups Prepare status reports, update financial reporting tools, and inform all sponsors/stakeholders of project progress during the deployment Hold a Project Closing Meeting to ensure understanding and continuity of the project deliverables(as-builts, manifests, etc.) within each support department (NOC, Field Ops) responsible for the property after closing the project Report progress via formal and informal channels; maintain up-to-date status on all active and closed projects both internally and externally Utilize standardized documents, forms, processes, and procedures to ensure that all pertinent progress is communicated internally and externally

Iowa City, Iowa Area

Leadership - setting up and breaking down of numerous concession stands, oversees the sanitation of work stations including floors, worktables, walls, refrigerators, meat blocks, equipment, and utensils. Oversees staffing during peak times of operation and deal with labor shortages as needed. Delegates tasks to employees as necessary Training/Mentoring - Oversee the cashiers on duty and ensures that they are properly trained and adhere to the cashier policy. Provides on-going coaching and performance feedback to staff members Inventory Control - Responsible for making sure the staff uses correct portions when preparing and serving items. Makes sure that the inventory numbers are correct and match the sales numbers. Responsible for making sure the staff properly disposes of waste.

Iowa City, Iowa Area

Leadership - Responsible for the management of all aspects of the scoring facility; including supervision of site staff, technical staff, and up to 300 temporary scorers. Also responsible for supporting and facilitating the success of scoring projects, and creating and monitoring site budgets. Training/Mentoring – Direct, schedule, coordinate, train, and assist administrative, process, and technical staff to ensure efficient workflow and timely completion of work. Act as liaison for staff concerns when appropriate. Assist Human Resources (HR) with personnel and pay issues, including hiring and termination processesSenior Technical Analyst• Budgets - Develop budgets to actual numbers for hardware, software, travel, and other direct and indirect costs associated for facility operations.• Training/Mentoring – Mentor and train team members, providing guidance to aid them in completing their tasks effectively and efficiently, and expand their knowledge of the Pearson enterprise to allow them to develop their skills inside and outside the company. • Program Management – Drive efficiencies using new technology including VoIP, Thin Client, Virtual Desktops (Citrix), and Wireless communications. Assist in the setup of network infrastructure in all scoring facilities which includes coordination with external vendors on cabling, electrical, and the actual network install so that the 15 - 20 remote sites requiring network infrastructure and connectivity are up and in operation on time. • Issue Research, Analysis and Escalation –Work with other IT organizations to design and resolve issues with network infrastructure and systems. Used tools such as Fluke and Solarwinds. These groups include Workstation, Asset Management, Network and others

Iowa City, Iowa Area

Employee Management – Responsible for supervision of all technical call center staff members. Complete work schedules dependent on resource needs for the department and on individual projects. Assist in hiring of personnel to complement the goals of the department and project. Train new and existing employees on procedures, policies, quality, and call center tools. Maintain employee records. Provide input into employee appraisals and performance reviews. Assist with development of yearly budgets and departmental goals for current and upcoming years.Issue Research, Analysis and Escalation – Work with technical call center staff, other internal departments and vendors to research technical problems that cannot be easily resolved. Assist in determining root cause, impact to customers and deployment of resolutions.Monitoring/Training/Mentoring – Lead technical team in providing support to over 6000 remote users. Monitor and train team members in order to provide guidance to aid them in completing their job effectively and efficiently. Monitor staff for quality goals, service initiatives and customer satisfaction. Mentor technical staff on hardware, operating system, software and network issues and resolutions.Management Reporting – Create and issue several reports regarding issue status, call volumes and other metrics. Analysis is then done on these reports to determine issue patterns, resource forecasting and improved procedures that may be necessary. Procedures, Knowledge Base and FAQs Creation – Created several procedures and scripts to help ensure that information/help being given to customers is accurate, consistent and immediate. Also, created several internal operating procedures to aid in quicker responses, communication, issue escalation and resolution across departments.

Cedar Rapids, Iowa Area

Proposal and Requirements Analysis– Work with sales staff to devise robust proposals to satisfy customer’s business requirements and needs for today and future business endeavors. Verify final proposals and submit additional recommendations and changes as needed. System Installation – Verify that correct components were shipped to customer based on agreed upon contracts. On-site installation of hardware and software configurations. Operating System platforms include Windows 98, 2000, XP and Novell. Provide upgrade services including installation of additional remote and local systems, network conversions, operating system conversions and hardware conversions. Lead installation project team when local IT support is used.Training – On-site group training of company proprietary software and hardware configurations. Coordinate training schedules and system requirements. Create / tailor training materials and sample business processing scenarios to audience and diverse customer industries.Customer Support – Provide technical and business scenario help to customers requesting assistance. Interpret customer concern and remove emotion from issue at hand. Work through situation with customer over the phone and/or via use of connectivity software directly with their systems. Log issues into customer database for later retrieval for reporting and analysis.