Michael Wright Email & Phone Number

Louisville, CO, US

Boston, Massachusetts, United States

• Lead improvement activities for Home Tech Kit management, including a national depot strategy for improved QoS and cost efficiencies.
• Drove connected device strategy to improve overall kit components and customer experience.
• Improved telecommunications economies of scale through rigorous partner and vendor management.
• Enhanced the technical support capabilities and built a strategy for delivering world class support to our customers.
• Helped to continuously evolve MH technical… Show more
• Helped to continuously evolve MH technical operations solutions to drive high quality, efficient, and scalable approaches such as: o Streamlining SOPs for common workflowso Evolving Home Tech Kit components with new.

Boston, Massachusetts, United States

• Communicated and built collegial relationships with clinical staff, multidisciplinary colleagues, patients, and clients.Acted as a mentor to junior members of a growing Technical Support team.Responded promptly to.
• Communicated with customers through various channels.
• Acknowledged and resolved customer complaints.Kept records of customer interactions, transactions, comments, and complaints.Provided significant support for all aspects… Show more Communicated and built collegial.
• Acknowledged and resolved customer complaints.Kept records of customer interactions, transactions, comments, and complaints.Provided significant support for all aspects of our patient-facing hardware, including.
• Collaborate with leadership to develop and implement new processes and systems, including training and orientating new staff.Participated in the customer support on-call rotationPerformed other administrative support.

Denver, Colorado, United States

• Lead Support and Maintenance function to perform Level 1 support, including customer onsite visits, collecting incident information, determining priorities and timetables, assigning resources and tasks, monitoring KPIs.
• Development, implementation and enforcement of company standards, procedures and processes to minimize customer complaints and service requests, and to improve customer satisfaction
• Manage Customer Support group supporting the team including providing performance feedback and appraisals and assignment of training and development to drive overall operational excellence. Show less

Greenwood Village, CO, United States

• Managed the team responsible for planning and implementation of system changes related to the EC/DNCS controllers throughout the Charter Spectrum system.
• Responsible for all product/programming launches, QAM moves, EIA changes, contention work to edge devices,adding/removing of devices related to content delivery.
• Collaborated with vertical teams responsible for contend delivery, SDV, VOD, Back-Office MBO Passport/MAS, and IP management, to drive consensus on projects via… Show more
• Collaborated with vertical teams responsible for contend delivery, SDV, VOD, Back-Office MBO Passport/MAS, and IP management, to drive consensus on projects via collaboration and influence.
• Workforce management tasks by maintaining an appropriate staff of qualified, trained Engineers to meet the objectives of the company.
• Managed provided status updates to Sr. Leadership when On call assisting TIER IV engineer and support verticals to drive resolutions on all customer facing issues that are EC related. Show less

Englewood, Colorado, United States

• Supervised, managed and oversaw the day to day operations the entire call center.
• Developed, maintained, and improved performance and quality goals of CSR team to ensure continued employee compliance to all internal and external policies.
• Performed HR functions such as recruited, screened, and/or interviewed and hired/fired applicants for CSR positions.
• Workforce management tasks by maintaining an appropriate staff of qualified, trained CSR’s to meet the objectives of the… Show more
• Workforce management tasks by maintaining an appropriate staff of qualified, trained CSR’s to meet the objectives of the company. Scheduled appropriate levels of staffing based on forecasted call volume, agent.
• Maintained and improved quality by monitoring, evaluating, coaching and training as necessary.

Englewood, Coloraod

Responsible of overseeing both the Customer Support Center and 911 Safety Teams.Created processes and procedures to provide support to managed and unmanaged Customers.Lead in the development, implementation, and measurement of department policies and procedures, quality control,productivity standards, and cost savings objectives.Provided strong leadership.

Westminster, Colorado

Lead projects and maintain deliverables, estimates, andImplement ITIL for all support processes.Define and implement appropriate controls as necessary to support ITIL.Create and support better management reporting and information flow.Identify trends within the business and drive improvements while leveraging process benchmarking and controls to quantify.

Englewood, CO

Responsible for leadership and direction for the Ad Sales Technical Operations function. Supports sales offices through strategic planning and implementation. Develops and implements processes and procedures. Provides technical and operational expertise to staff. Provides leadership and guidance to multiple teams.Plans, organizes, and oversees technical.

Englewood, CO

Responsible for all total minute reduction initiatives for all Technical call types and for identifying new opportunities to improve overall operational efficiency and effectiveness.Maintained responsibility for shaping the strategy and direction for the NET, and taking a leadership role in developing next generation tools and solutions whether agent or.

Manages the technical escalations team to ensure the escalation process is consistent across all call centers and DIRECTV groups. Communicates large scale enterprise impacting issues and routed escalations to the proper group for timely resolution. Interfaces daily with Executive Management, Broadcast, Engineering, Advanced Services and Customer Care.

Processed, evaluated, and tracked technical escalations to determine the potential impact to the business and the customer. Communicated enterprise impacting outages and issues to ensure the front-line personnel were properly informed and trained.Maintained database and tracking system to include key data elements required for escalation trend reports..

Assisted in the development of advanced policies, procedures and strategies to ensure the accessibility information systems and to defend against unauthorized access to systems and data. Conducted system security evaluations, audits, and reviews of planned and installed information systems projects to ensure adherence to technology security polices and.

Provided support and represented Sprint Consumer Solutions Customer Service and Long Distance organizations by partnering with Information Technology to ensure at least 99.3% availability for Sprint Consumer Solutions applications.Responsible to the business for all Sprint Consumer Solutions CDMA/IDEN Applications. Served as application availability.

Provided support to the national sales functions related to dealer care and the activation process. Oversaw the continued development of communications channels established with national indirect dealer relationships and provided leadership in meeting escalated dealers' requests for product fulfillment strategies and technical support. Achieved and.

Provided complex technical support to internal and external customer escalations. Responded to inquiries and concerns related to Nextel products/systems and resolved problems where possible.Responsible for customer care, account fulfillment, project management, activations, second-third level technical support troubleshooting. Communicated any critical.

Responsible for maintaining the trouble reporting process for customer reported internal and external troubles, and identifying and resolving critical customer service affecting problems.Engaged in troubleshooting and providing resolution of customer problems, including identifying user errors, unit issues, RF anomalies and network related.

Assisted internal and external customers with advanced troubleshooting of system, equipment and feature related issues using a wide variety of systems and resources. Processed customer information updates, service repair orders, trouble tickets, ESN changes, entering data accurately to all information systems utilized.Assisted external customers with basic.