Michaela Madison Email and Phone Number

• Monitored Paychex business applications and network of servers including UNIX, LINUX, and Windows infrastructure, as well as health of switches, routers, and backups utilizing software monitoring agents including, but not limited to: NNM, UCS, OEM, OMI, Splunk and Kapacitor.• Responded to system issues and alerts for business services with aim to resolve in 15 minutes or less to mitigate impact on client facing processes to ensure uninterrupted operation.• Followed and updated documented procedures as necessary for consistent resolution of issues in turn providing maximum uptime of applications and networks. • Placed into top 10% for tickets/alerts closure within policy mandated response time for the first quarter of 2019.• Initiated large scale conferences of third level managers and technicians to solve crisis such as compromises to data center software and structural integrity that may be a result of severe weather patterns, software updates, or hardware installations conducted throughout company data centers.

• First official batch hired, within the space of two months became one of four Subject Matter Experts responsible for keeping up to date with all trends in our social media market. • Helped design and update knowledge based systems in tools such as SRT to streamline training processes for new hire waves and internal application.• Assisted in training up to five new hire batches of thirty or more personnel of positions ranging from basic Process Executives, S.M.E’s, and Team Leads.• Unanimously chosen to help launch a new program site in Tampa where I completed goals such as training leadership, maintaining the company/project culture and collaborated with clients to uphold and improve policy application and understanding throughout multiple North American markets. • Supported and gave guidance to five North America Market teams, our growing Spanish or ESLA team, and our Quality Assurance team.• Managed trending data and error categories while developing systems for calibration between existing departments. • Used basic psychology training to assist teams in dealing with graphic content and applying both cultural context as well as personal experience to our methods of analysis and policy based on operational guidelines set forth by the client. • Led various coaching both wide spread and one on one to better develop and implement metric standards including accuracy percentages, mentorship for leadership roles, and productivity trackers. • Worked closely with the client to revise and implement new and more efficient policy adaptations to streamline global processes and help prevent real world harm through internet based interactions. • Collaborated with WFM teams to analyze and create various spreadsheets to better understand trends in our markets, identify areas of improvement and develop new training methods centered on accuracy and handle time efficiency/policy coherency vs application.

My position was Sales Representative / Small Business Consultant for both Charter and Intuit Quick-books. While working these programs, I consistently met and exceeded both internal and clients’ metrics as well as served as a subject matter expert in all both Quickbooks programs and Charter products. During my time there I also assisted in coaching and training new hires.

• Assisted in teaching science and psychology based classes from kindergarten to high school.• Provided support in the planning and execution of educational field trips.• Responsible for the care and upkeep of over 70 animal species in the school’s lab.• Responsible for inventory and procurement of supplies.