Michael Hand Email & Phone Number

Wellesley, Massachusetts, United States

Wellesley, MA

Salem, MA

• Developed dashboards, reports, and notification systems using Assetworks M5 software eliminated the need of spreadsheets.
• Created notification dashboards to alert the end user of work required action items.
• Performed process analyses to deliver targeted information to service and parts, and administration support staff.
• Automated “vehicle maintenance due” notification system for contacting clients.
• Created reports to track pending and overdue work for own internal and client use.

Davis, CA

• Redefined position from basic customer contact to include: purchasing, training, procurement, accident management, software development, and accident repair and reporting procedures.
• Maintained auditing records for: maintenances, breakdowns, purchases, technician efficiency, customer compliance.
• Negotiated with vendors for services, pickup/delivery, prices, and quality of work.
• Coordinated schedules of clients and technicians based on priority, campus need, and workload.
• Point of contact for all UC Davis Fleet Clients including: refuse, police, fire, facilities, charter bus, and various campus laboratories.
• Created standards for vehicle branding and logos.

Davis, CA

• Managed shop safety, required state and federal regulations, and collaborated to streamline outdated processes.
• Created a solid reverse pyramid management structure within service and parts to improve morale and create increase employee mission buy-in.
• Initiated process to create ”work time” standards for preventive maintenances and common ticket items.
• Provided technician training opportunities, created the foundation for Facilities Management Career Development Program, budgeted for shop equipment, purchased large and small shop equipment.
• Approved and documented time off/ sick leave.
• Worked with clients to address concerns and disseminated praise to fellow Fleet Service employees.

Davis, CA

• Managed Service Department of a Nissan Dealership consisting of myself and 4 technicians- averaging 500 appointments/ month.
• Increased “Customer Service Index Score” of Service Department from a poor rating to an excellent rating based on national scores.
• Implemented payroll accounting for service technicians.
• Executed customer follow-up and solved customer concerns over a 65-hour work week.

Las Vegas, Nevada Area

• Promoted from Technician to Assistant Service Manager and worked closely with a varied clientele through a difficult period in the economy.
• Worked with clients to determine the best course of action for their vehicles and budgets.
• Wholeheartedly enjoyed the challenge of working with clients instead of vehicles.
• Surpassed department metrics for CSI, hours per work order, effective labor rate.

Las Vegas, Nevada Area

• Spent 5 years as an ASE Master Certified Technician diagnosing, repairing, and maintaining Lexus automobiles.
• Experienced continual education through Lexus and spent time improving the trade through outside training experiences and industry periodicals to stay up to date with continually changing technology.

High School, System Technology Support, 4.0

Activities and Societies: HonorsHigh School Magnet Program with emphasis on Novell & Cisco Computer Networking.

Associate Of Arts And Sciences - Aas, Automobile/Automotive Mechanics Technology/Technician, 4.0

Activities and Societies: President of Auto Club. Coordinated events, fundraisers, and led weekly club meetings.A 2 year Associates Degree.