Michael Chappell Email & Phone Number

Nashville, Tn, Us

Goodlettsville, Tennessee, Us

Encore Luxury Coach is Nashville's premier luxury tour bus (coach) leasing company. It provides white-glove service to the music industry and is deeply dedicated to exceeding clients' needs and expectations. Since starting with Encore, I have:•Outlined a plan to save $60,000 a year on licensing costs. •Created a Disaster Recovery Plan and built an internal and external Knowledge Base, ensuring business continuity and process/procedure transparency/transfer. •Audited licensing and cut subscription costs by 60%.•Created IT Roadmap, steering the direction of the organization's IT Operations over the next 12 months. •Implemented the Happy Fox ticketing system, revamping an email-based request process and eliminating overlooked and misdirected IT requests.•Interviewed top Security Awareness Training companies, and onboarded KnowBe4 to better secure Encore's systems and client data by training its people. •Overhauled asset management, transitioning from spreadsheets to an integrated service-desk-driven solution within Happy Fox.•Vetted and implemented Verkada security cameras/access control. •Ongoing administration of hybrid Microsoft 365/Google Workspace environment to migrate fully to Google Workspace.•Developed training material and onboarded users to RingCentral VoIP solution, consolidating enterprise communication methods.

Franklin, Tn, Us

Acadia Healthcare is the largest provider of behavioral healthcare services in the United States, specializing in the treatment of mental health disorders and addiction across 200+ facilities.While with Acadia:•Orchestrated rapid emergency service restorations by communicating the importance, investment, and process with site leadership; deployed RingCentral communication/phone system for acute care hospitals and behavioral health facilities in rural areas, providing temporary service within hours and transforming a month-long process into fully operational functionality within 3 days.•Spearheaded delivery of projects/deployments/expansions for outpatient facilities, hospitals, and mergers and acquisitions.•Charged with supporting enterprise systems relied upon by 22,000 users and 200+ multi-region facilities.•Led and empowered remote telecom engineering team across time zones, implementing solutions and support for RingCentral/CxOne Contact Center/IVR/eFax/POTS fax/legacy Cisco/Avaya. Provisioned users and resolved outages, enhancing service quality and reliability.

Nashville, Tn, Us

Mental Health Cooperative is a healthcare organization dedicated to providing comprehensive mental health and wellness services, including counseling, crisis intervention, and support, to individuals and communities in Tennessee.While with MHC and across multiple promotions:•Directed IT service desk and operational activities over 10 satellites while guiding engineers and their development. Created, administered, and managed an IT budget of $2 million+.•Coordinated with Dell and 3rd-party consultants to develop Autopilot/Intune environment; transformed account management and hardware deployment. Eliminated the need for manual configurations.•Conducted evaluation of ticketing systems, culminating in the selection of HappyFox. Implemented ticket boards for Facilities and Human Resources, greatly reducing lost/unaddressed requests.•Revamped IT asset management/resource allocation (Absolute) and vetted network administration, security tools, and real-time monitoring toolsets/dashboards (ManageEngine).•Directed IT service desk and operational activities over ten satellites/corporate HQ while guiding engineers and their development. Analyzed operating procedures to achieve continuous process improvement and efficient workflows. Maintained service level agreements and headed IT architecture management. •RingCentral Contact Center user acceptance testing/implementation for the patient services call centers.•Leveraged Hudu as a knowledge management base/information library, housing expenses, proposals, invoices, records, corporate policies & and procedures, compliance, disaster recovery plans, reports, security protocols, licensing agreements, expirations/domain registration (GoDaddy)/SSL certificate management.

Nashville, Tn, Us

• Re-negotiated printer hardware contract with RJ Young to right-size equipment at ten satellite locations; reducing costs 61% from $9,000 to $3,500, a cost savings of $5,500 monthly. Conducted frequent site visits.• Created automations utilizing Microsoft Forms/Power Automate. Enforced multifactor authentication.• Steered IT helpdesk, responsible for Tier 2 escalation, key performance indicators, inventory control, and guiding team members. Promoted engineer to IT Coordinator and responsible for new hire.

Nashville, Tn, Us

•Orchestrated procurement and deployment of 425 laptops and accessories, driving a significant 34% cost reduction from unit retail price to negotiated bulk pricing. Spearheaded the contract negotiation with Dell, including providing the Windows image for factory installation. Coordinated multi-site deployment and conducted training sessions, ensuring seamless integration and cost savings.• Tasked to monitor system performance/reliability/status reporting to review data, investigate root systemic causes, manage enterprise information systems/data systems, and diagnose trends for proactive resolution.• Accountable for identity management, modifying/onboarding new hires/offboarding, and delegating tasks.

Nashville, Tn, Us

•Revitalized 400 workstations; presented cost-benefit analysis promoting the installation of RAM and solid-state drives.• Instrumental in migrating from legacy Cisco systems to RingCentral VoIP and Office/SharePoint Online cloud. • Customer service role, consulted with internal customers to resolve IT and EHR/applications issues in person/through remote/RDP/phone calls. Heavy focus on problem-solving and offering new solutions.

Troy, Michigan, Us

• Focused on problem-solving skills to troubleshoot Apple iOS devices including iPhones, iPads, iPods, and Apple Watches. Participated in customer satisfaction scores/surveys review. • Responsibilities included user support, account security/recovery, and password resets.

Us

• Created standard operating procedure manuals/support documentation/training plans/activities for team members to train/coach/support a collaborative environment, team performance/people management, set goals, service levels, accuracy, efficiency, and to drive culture, flexibility, and customer satisfaction.• Connected with global customers through chat, assessed and diagnosed customer needs. Logged cases in CRM. Coordinated closely with level 3 support to resolve technical issues with proprietary utility software.

• Customer service regarding products, addressed consumer concerns/complaints regarding product failure and procedure. Involved in productivity reporting. • Performed supervisory actions as Team Lead, reviewed staffing schedule and work instructions.

•Instructed students aged 5 years to adult in English grammar, vocabulary, reading, composition, public speaking activities, writing, and communication skills. Created educational materials.

• Instructed students aged 5-17yrs in English grammar, vocabulary, reading, presentation, and written/verbal communication. Created progress reports for parents.

Us

• Client-facing role; offered IT solutions/troubleshooting/application configuration for Email/Windows/Mac OS/Android/Linux operating systems and client personal computers/laptops while communicating cost-effective solutions. Assessed system requirements, client business requirements, supplied desktop hardware testing, technology solutions, offered storage systems, data loss prevention best practices, virus protection, installation, and network security solutions.• Participated in client consulting and team sales goals; remained current on trending technology, new services, software products, peripherals, new mobile technologies (tablets), and data security technologies.

Master Of Science - Ms, Computer/Information Technology Administration And Management

Full-Stack Web Development

Education record

Bachelor Of Arts - Ba, History