Michael Logan Email & Phone Number

Tucson, Arizona, United States

-Ability to develop and implement process improvements in a technical environment.-Knowledge of OS usage, support documentation and best practices in a directory services based environment.-Ability to provide constructive input to employees based on observed performance and results.-Knowledge of advanced troubleshooting principles and approaches in a production computing environment.-Manages technical support staff.-Measures and reports on key service-level metrics, including average response time, and time to resolution while developing process improvements.-Builds and maintains relationships with business units to verify that IT-delivered services and end-user productivity goals are understood and exceeded.-Prepares accurate documentation and shares information among all levels of IT service and support.-Leverages service desk practices and process frameworks to drive continual process improvement.-Promotes self-service tools and the help desk issue repository as mechanisms to improve end-user satisfaction and reduce costs.-Stays informed of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changs that could have an impact on service desk services.

Tucson, Arizona, United States

Okinawa, Japan

Assisted students with the college enrollment process, including securing whatever forms of funding are available in their case. Attended a plethora of speaking or marketing events. Worked closely with military units to offer flexible college classes to their service members. Communicated effectively with students to help them decide on an education and career path. Duties listed in the previous program coordinator position were expanded to training all onboard employees from basic to advanced processes needed to be effective in the program coordinator position. Committed to long-term mentoring of these trainees. Conducted training refreshers and presentations to teams ranging from 5 people to 35 people. Assisted in hiring interviews. I was one of three site leads in Okinawa. This duty involved strategy and planning meetings, counseling employees, hiring, and managing leave requests in addition to duties assigned by the position of advanced program coordinator.

Okinawa, Japan

Assisted students with the college enrollment process, including securing whatever forms of funding are available in their case. Attended a plethora of speaking or marketing events. Worked closely with military units to offer flexible college classes to their service members. Communicated effectively with students to help them decide on an education and career path.

Okinawa, Japan

Trained and managed onboarding National Test Center administrator employees. Maintained networks and network security at 8 military installations while also managing an inventory of over 1000 assets. Performed routine PC repairs, troubleshooting, and local domain management while upkeeping excellent internal customer service with staff members who were being supported by my role. Acted as interim IT Supervisor for Okinawa for a period of approximately three months while waiting for our incoming IT Supervisor to become available to take over the position.

Okinawa, Japan

Proctored CLEP/DSST/PearsonVUE examinations in one of the highest traffic testing centers in the world while maintaining an operational and quiet testing facility. Maintained data security on testing materials, submitted reports on testing numbers, and worked closely with IT to ensure proper maintenance and security protocols were upkept on both the testing PCs and local network.

Master'S Degree, Technology Management

Bachelor'S Degree, General Studies