Michael Everette Email & Phone Number

Raleigh-Durham, North Carolina Area

Raleigh-Durham, North Carolina Area

Associate Managers oversee the day-to-day management of a team of highly technical associates, who provide excellent customer support to our enterprise customers, while working with peers around the world to guide initiatives and continually develop technical associates. This includes promoting personal and professional development of team members to keep their technical and non-technical skills up-to-date. This role is critical in guiding the work and direction of the team and strengthening the department's role within Red Hat.• Manage the front-line technical production support team• Manage customer escalations via telephone and web and maintain high level of customer satisfaction• Implement strategic change for knowledge management, customer-centric support, and problem-solving processes• Coordinate improvement programs for global support process and procedures as part of the front-line support management team across regions; cooperate daily with other front-line global centers• Provide guidance to associates in solving issues, including proposing and discussing fixes, providing advice, educating customers• Communicate with sales, services, engineering, product management, and support management teams when necessary to prioritize customer requests• Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals• Recommend changes to policies and establish procedures that will affect your immediate team• Work on issues of a diverse scope where analysis of situation or data requires evaluation of a variety of factors and understanding of current business trends• Follow processes and operational policies in selecting methods and techniques for obtaining solutions• Frequently interact with team leads, customers, and functional peer group managers, including matters between functional areas, other company teams, or customers and the company• Oversee a cooperative effort among members of a project team

Raleigh-Durham, North Carolina Area

Frontline Support Engineers provide technical support primarily via the web and phone. Responsibilities include basic investigation and troubleshooting of Red Hat Enterprise Linux and layered products to find a resolution.• Provide technical support to customers by taking incoming calls and responding to web-based inquiries• Investigate & troubleshoot customer issues and provide solutions to problems• Exceed customer expectations by providing and outstanding customer experience• Regularly collaborate with in-house support engineers and developers to drive creative solutions and improve customer satisfaction• Contribute to global Red Hat knowledge management system in the process of working customer issues

Raleigh-Durham, North Carolina Area

A team lead is the face of the GEO in terms of day to day operations and interacts with other GEO TLs and members in a tactical manner. Responsibilities include but are not limited to the following (on top of regular support engineer job responsibilities):• Assisting team members with day to day operations. • Manage Escalation queue by assigning out tickets, handovers between GEOs, and responding to team member requests for management assistance.• Respond to customer management requests, comments, and concerns.• Monitor phone queue and adjusting team roles based on needs.

Raleigh-Durham, North Carolina Area

Frontline Support Engineers provide technical support primarily via the web and phone. Responsibilities include basic investigation and troubleshooting of Red Hat Enterprise Linux and layered products to find a resolution.• Provide technical support to customers by taking incoming calls and responding to web-based inquiries• Investigate & troubleshoot customer issues and provide solutions to problems• Exceed customer expectations by providing and outstanding customer experience• Regularly collaborate with in-house support engineers and developers to drive creative solutions and improve customer satisfaction• Contribute to global Red Hat knowledge management system in the process of working customer issues

Recovery Management has been established to manage recovery and communication of Major Incidents affecting the customer's business. The goal is to expedite technical recovery for those Major Incidents, which directly impact the customer’s business. Tasks include the coordination of service recovery, notification, escalation, business mitigation planning, and event review for a critical business impact problem.

Ensured proper operation of multiple servers assigned to two separate GM accounts (HP/UNIX, NT and SUN).Handled incoming calls and problem resolution for GM technical support staff according to account requirements.Managed Phone Queue – Received, assessed issue priority, and resolved or escalated issue to the appropriate team.Managed Problem Queue – Pro-actively monitored various ticket queues, resolved customer issues in a live call environment which entailed callbacks and regular updates through the issue’s lifecycle.Managed Change Queue – Processed new requests, validated for accuracy and completeness, converted to useable data and assigned requests to the correct resource groups. Managed the change process to eliminate recurrence of issues.Completed minor server-related tasks required for password resets, ID unlocks, code drops, process restarts and running of scripts. Promoted to Change Focal within two months of employment.Recognized several times for monthly high ticket completion stats.

Responsible for over twenty-five employees.Completed daily Manager on Duty responsibilities including schedules, daily reporting, inventory management and other operational tasks. Facilitated the successful implementation of company designed inventory management system, tech center and various copy and print center programs.Recognized for continually exceeding forecasted budget, maintaining high levels of employee retention, and maintaining inventory control.Previous positions include: Sales Associate, Furniture Lead, Copy Center LeadResponsibilities included using knowledge of software and computers to assist customers in their selections, troubleshooting and minor repair, and managing several large design and copy jobs. Recognized several times as Employee of the Month.As Department Lead, responsible for up to three employees, overall sales, department performance, and daily reporting.

Bachelor Of Science Cis, Network Security, 4.0

Associate Of Science (A.S.) Cis, Network Security, 4.0

Certified, Graphic Design

General Studies Including Operating Systems, Computer Repair, Programming

Computer Science