Michael Popp Email & Phone Number

Kirkland, Wa

• Part of the Premium Tableau Support team for enterprise-level customers.• Handled issues with any of the multiple products offered, on any platform.• Provided top-tier support for Tickets submitted by all levels of users, • Created documentation for any newly discovered problems• Worked with the Developers to assist in resolving any bugs found.

Bothell, Washington, United States

• Lead Support Teams in Bothell location, as well as remotely for the Tampa, FL office.• Filled in for Manager as needed - eventually acting as interim Manager when they left, allowing me to actively work with all levels of the company from CEO down.• Worked alongside the Software Development Team to discover solutions to problems unearthed after release cycles that were unable to be solved with the current tools on hand.• Handled escalations from Support Team, and dealt with high-priority and important clients.• Created new Documentation for software releases, colleague training, and bug submissions. • Worked with the team to help them achieve their quarterly goals, as well as organizing the scheduling for their phone and chat shifts while implementing changes as needed.• Handled New Employee Training for Bothell location.• Worked with all levels of customers to de-escalate issues and ensure customer needs were met.• Handled Management De-Escalations to fulfil partner success from a ticket’s start to finish.• As part of the Events team, I coordinated and organized various morale-boosting events for both the support team and the office as a whole - such as bowling nights, cooking competitions, holiday decorations/meals, and more.• Assisted the Consulting and Sales Teams as the primary point of contact between them and the Support team to resolve issues and emergencies quickly and promptly.

Bothell, Washington, United States

• Utilized ticketing software to manage the input and closing of tickets from chat, email, and phone sources.• Processed tickets and applied both documented and ad-hoc solutions to increase overall client fulfillment and work efficiency.• Interfaced with the Software Development Team to report new issues and get them the information needed. • Worked with all levels of customers to de-escalate issues and ensure customer needs were met.• Assisted with Management De-Escalations to fulfil partner success from a ticket’s start to finish.• Was part of the Events team, which handled organizing and setting up various morale-boosting things such as bowling nights, cooking competitions, holiday decorations/meals, and more.

• One of two Helpdesk Analysts, I handled internal support for both hardware and software, including the custom-created Oracle instance that was used as the primary software.• Worked directly with all levels of the company, from CEO to new hires.• Travelled to all office and manufacturing locations on a semi-yearly basis to ensure employee success.• Handled the setup and deploying of new computers, monitors, printers, and other technology.• Assisted in hiring Helpdesk employees, and created training plans to bring them up to speed.• Handled the organization of both the I.T. room and the Server room.