Michael J. De Armas Email & Phone Number

Schaumburg, Illinois, United States

• Responsible for providing technical support and monitor day to day operations of Network Operation Center. • Monitoring the Motorola Solutions Infrastructure using a variety of tools and react to resolve any alerts which may arise and ensure system uptime meet service level agreements. • Responsible for logging and resolving any network incidents ensuring that Service Level Agreements are met at all times. • Escalating any Network incidents that cannot be resolved within specified time frames to the relevant team members and work with them until the incident is resolved. • Document and record steps taken towards resolution of an incident and add this to the knowledge database for future referral. • Take Technical Ownership of Major Incidents by - identifying, communicating, and utilizing appropriate resources to resolve the issue. • Responsible for documenting and distribution of all Major Incident Review Reports in the agreed format. • Ensure NOC operations meet support and performance metric requirements. • Monitor all outages/issues through the return to normal services. • Build strong and effective working relationships with Engineering and Management organizations.• Respond to escalated customer incidents in a timely fashion and in compliance with NOCC standards. • Acting as the first point of contact for any Network related problems between Motorola NOCC and its partner's. • Develop good customer relationships through excellent customer service.

Crystal Lake, Illinois, United States

• Interacts with customers by phone, email, or in-person and receives orders or changes in service• Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation• Processes and inputs all customer orders and receipts. Runs stock reports to check for product availability• Generates all related paperwork and necessary information required for customer work orders, checks all orders for special requests, and posts inventory records• Coordinates special, last-minute shipping requests with the transportation departments, expediting orders as necessary• Traces orders as required and notifies customers of any activity concerning their merchandise, including shipping and tracking information• Performs paperwork associated with orders including the maintenance of customer files• Assures proper invoicing of accounts by verifying computer-generated invoices• Maintains a good working relationship with customers by responding to all inquiries and complaints concerning receipts, invoices, shipments, inventory counts, etc., in a courteous and efficient manner• Reports customer feedback to management, including any signs of customer dissatisfaction• Acts as liaison between the warehouse and the customer in the administration of accounts and between the office and customer regarding invoicing and credit changes• Performs clerical work as required including answering phone calls, operating various office machines and computers, corresponding with customers and greeting customers and visitors in the office• Maintains current and accurate procedure book which details the processing requirements for each account; prepares any report concerning customer services activities and performs other customer service and company-related duties as necessary• Responsible for reporting food safety problems to senior management to initiate action

1811 State Rte 31, Mchenry, Il 60050, Usa

Supported a nationally renowned photography company serving the collegiate market.• Interacted with all departments on the production floor and collaborate with others to remove obstacles, resulting in expedited orders. • Managed multiple staff schedules and adjust resources to ensure on-time shipments.• Inspected all finished products and mitigate unforeseen situations to ensure orders met established quality standards.

Homer Glen, Il

Lead team hosting Cloud and/or On-Premise Managed IT Services.• Supervised team interactions to ensure customer needs were being addressed appropriately, audited CRM tool for accuracy, and guided the team by sharing detailed reports on team performance.• Managed customer documentation, assisted in developing new company procedures, and advised on issues of concern to both management and the team in daily status and bi-weekly staff meetings

Mchenry, Il

Team Lead for supporting schools using the Follett Destiny Library Management System. • Interviewed, scheduled, coached, and evaluated a team of 18 new hires for the fall peak season.• Coordinated lunch/breaks, processed scheduling requests, engaged in team communications and collaborated on process documentation with the management team to ensure quality.• Resolved client issues such as upgrades, reports, school district patron set up and cataloging materials.• Documented resolution procedures for escalated issues and was a source of assistance when requested. • Monitored forecasts on KPIs to ensure performance metrics on customer calls were achieved.

Schaumburg, Il

Served as a lead support contact for new hires internally and offshore as an original member of the department. Selected to collaborate with the team to develop and implement new processes. Managed customers with locations ranging from 1-1K+ sites and progressively increased responsibilities through 3 company acquisitions.● Maintained a high case load while achieving a 95%+ case handling accuracy rate by multitasking business needs.● Handled customer escalations when customer concerns were expressed, ensuring customer satisfaction by improving processes as needed. ● Improved overall service levels by training multiple teams and providing feedback to management as a Train the Trainer and Subject Matter Expert (SME).● Met service level agreements and retained positive customer relations by clearly and concisely expressing expectations to customers.

Lincolnshire, Il

Zebra Technologies in Lincolnshire, IL purchased the Wireless LAN department from Motorola Solutions, IL• Actively participated in weekly conference calls to review customer escalations• Worked alongside management to develop and improve processes • Train the Trainer and Subject Matter Expert providing training• Created Bi-Weekly refresher tests using Class Marker

Schaumburg

Motorola Solutions was the result of Motorola splitting into Motorola Mobility and Motorola Solutions• Employed reliable communication and organizational skills with a positive approach when collaborating with various levels of customers, team members, and superiors• Performed case audits/scrubs, and modified customer handling procedure• Set expectations to meet service level agreements

Schaumburg, Il

Aided Post Office workers with installing, maintaining, upgrading, and using barcode scanning system. • Efficiently resolved technical support issues using logical proven methods and systematic order• Utilized different multi-tasking skills while managing several systems and applications during customer interaction• Wrote detailed case notes that are clear and concise in order to build on consistency with customer concerns• Trained new agents and offered ongoing support as an original agent from the start of the project

Hoffman Estates, Il

• Contacted and advised prospective students in the selection of degree programs• Aided in enrollment; responsible for maintaining student-advisor relationship

Aurora, Il

• Supervised all operations of Food and Beverage Department• Managed dining room operations including three bars, a buffet, and a snack bar• Participated in promotional sales of products and achieved budgeted goals• Coordinated shift schedules and conducted daily purchase orders/inventories

Glendale Heights, Il

• Continuously trained high turnover service staff to enhance customer service, and increase profits through suggestive selling• Assisted in managerial duties such as purchasing, orientations, and crew meetings

Arlington Heights, Il

• Recruited, hired, supervised, scheduled, and motivated a staff of 20 employees• Maintained expenses below budget through accurate planning, waste reduction, purchasing, and cost effective operating procedures• Played active role in achieving 4th ranked Chipotle in Chicago market by maintaining corporate policies & ensuring the accurate execution of procedures• Performed routine performance reviews, evaluations for applicants. Enhanced customer relations.

Addison, Il

• Initiated marketing promotions to enhance visibility of the restaurant, defined the target market, analyzed market demographics, and determined advertising placement• Created print advertisements, planned menus, estimated food/beverage costs, and purchased inventory• Investigated and resolved food/beverage quality and service complaints, ensuring customer satisfaction and repeat business

Bachelor Of Science - Bs, Technical Management [Business]

Cum Laude

Associate Of Arts And Sciences - Aas, Hotel/Motel Administration/Management

Associate Of Arts And Sciences (A.A.S.), Restaurant/Food Services Management

Associate Of Arts And Sciences (A.A.S.), Culinary Arts/Chef Training

Undergrad Work, Psychology & Core Studies