Michael Willard Email & Phone Number

Beaverton, Or

•Work as a member of the 24x7 Technical Assistance Center supporting global customers.•Provide telephone, email, and remote support assisting customers with resolving complex hardware and software problems.•Utilize lab systems to replicate problems and present findings to engineering for acceptable workarounds or code changes necessary to resolve issues.•Deliver transaction quality; implement process improvements and related objectives necessary to provide the highest service as efficiently and reliably as possible to maintain or improve customer satisfaction.•Respond in a timely manner to customer issues; provide clear communication of problem status; drive problems to resolution.•Track all customer engagements in a CRM system. Keep accurate detailed notes of customer communications and steps taken to resolve customer issues.

Beaverton, Or

Managed all aspects of a mixed Windows, Linux, and Mac corporate network.• Planned and implemented a server migration from dedicated server hardware to a VMware virtual server.• Setup Microsoft certificate and RADIUS server to authenticate users on a wireless network.• Setup and monitored Astaro Security Linux firewall and used IPTraf and MRTG utilities to monitor router traffic to assist in problem identification and resolution.Supported accounting and sales systems.• Maintained Microsoft Dynamics financial software, including user setup and security, patch evaluation and roll out, and performing major release upgrades.• Provided database administration for MS SQL 2000 and 2005, as well as supporting the corporate MySQL databases.• Worked with accounting and operations groups to identify additional transaction information needs and setup custom MS SQL tables and views to capture the data and provide reporting sources.• Worked with the accounting, sales, and operations groups to design and create custom reports, using Crystal Reports and custom PHP web reports.• Designed and developed, using MySQL and PHP web pages, a system to receive sales purchase orders in an electronic XML file, processes them, and import them into the order processing system.Responsible for daily backup and recovery systems.• Developed, documented, and implemented a corporate information systems disaster recovery plan.Provided backup coverage for other staff as needed for desktop support, customer technical support, and web support

Worked with clients to install, configure, and customize Solomon IV financial software and MS SQL server. Used Crystal Report Writer to create customized business reports. Used MS SQL tools to migrate client databases.

Managed network of Windows and Novell servers. Provided end user support for accounting and production software systems.

Managed a production line during one season to gain first hand experience in order to document workflow and information system requirements, then implemented new job tracking system.

Asst. Controller from 1995 to 1996, then took over as full Controller. Managed accounting personnel, full cycle books, payroll, and reporting. Performed statistical analysis of production data, ran ad-hoc reports, and ran financial ROI analysis of projects.

Mba, Finance

Bsba, Accounting, Economics