Michael Stapolis Email & Phone Number

Oak Park, Michigan, United States

Southfield Mi

• Apply call processes consistently.• Respond to all chats, emails and phone calls consistently.• Log and track all calls received using ticketing system.• Escalate issues within the defined standards.• Follow defined standards to resolve specific set of problems.• Follow defined standards to collect and follow-up on escalated issues.• Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups.• Troubleshoot and resolve hardware, software and communications issues by interacting with application end users, application engineers, system engineers and hardware software vendors• Continuous Improvement.• Meet individual metrics for Level 1 Support Engineer.• Create and Update process improvements as they arise.• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements.• Su• Provide Support for Product Lifecycle Management, VPN connectivity and account Policy Management, Firewall, Hardware and Software support and PCI compliance portal Administration.• Call average 25+

Pontiac Mi

• Answer and log service requests and Provide 1st level problem analysis.• Gain agreement on closure of each ticket.• Provide 1st level User Administration and account unlocks / reset.• Escalate calls to Second Level Groups with defined standards• Accurate Call Coding.• Maintain awareness of new products and services.• Resolution of client issues with the aid of available Service Desk tools (Troubleshooting Guides, Knowledge base articles).• Create and update troubleshooting guides.• Maintain daily follow-ups as required, Ensure appropriate information contained in escalated tickets.• Remain well versed in Service Desk policies, procedures, standards and documentation.• Continuous Improvement.• Provide Support for All Proctor and Gamble applications, Network connectivity wired or wireless, all MS Office applications, Lotus Notes, VPN connectivity, Internet Browsing issues. • Call average 20+

Mcsa, Mcp, Network, A+, Windows Adminstration, Certificate

Associate'S Degree, Information Technology

Computer Networking