Michael Mull Email & Phone Number

United States

Web and App Development, Technical Support, and Consulting

Maryland, United States

Led a team responsible for resolving over 600 trouble tickets per month via Remedy and IT chat support, reducing average resolution times by 20%.Managed backend server provisioning and Active Directory, overseeing user rights management, including creating, deleting, and restoring access.Coordinated help desk operations, ensuring real-time task delegation and seamless team coverage to support uninterrupted service.Provided internal support for Comcast Agent Tools, troubleshooting issues related to customer interactions and service delivery across multiple platforms (Windows, Mac, Android, iOS).Spearheaded overnight service conversions for Comcast Digital Voice (CDV) (VOIP), ensuring minimal disruption and seamless customer transitions.Developed and maintained a comprehensive onboarding and training program for new hires, enhancing team performance and reducing onboarding time.Contributed to several strategic projects, including the Duplicate TN project and CSG conversion, improving customer experience and service processes.Created and delivered the ATS Roadshow presentation for Priority ASC and Customer Solutions, improving agent understanding of technical issues.Played a key role in morale-building initiatives, fostering team collaboration, and improving daily workflow through incentive programs.Acted as a Nesting Coach, providing daily support, coaching, and feedback to new agents, ensuring smooth onboarding and enhanced service quality.Served as a key member of the Supervisor Escalation Team, addressing complex issues and handling high-priority escalations.Provided backend support for Comcast and customer-owned equipment, managing device connectivity and network access across all lines of business.

Maryland, United States

Assisted with increased call volume during the Prince George’s County single pipe transition, ensuring high levels of customer service and support.Played a pivotal role in the creation of the Leadership Development Program at the Silver Spring Call Center, contributing to team leadership training.Trained Washington D.C. Call Center staff on CHSI (Comcast High-Speed Internet) Self-Installation Kits, improving customer adoption and reducing installation-related issues.Led the Service Migration Team during network migrations, successfully addressing "105 errors" and ensuring minimal customer impact.Managed team meetings, created seating charts, and distributed operational materials to ensure effective team coordination and communication.Provided real-time support for call center escalations, offering peer-to-peer coaching and interim supervision as needed.