Michael Gilchrist Email & Phone Number

Cleveland, Oh, Us

Cleveland, Ohio, United States

Overall coordination of day-to-day support operations including scheduling off staff, creating and reviewing support related metrics, and developing opportunities to increase the efficiency of technical support. Develop and optimize tools to aid department in efficient troubleshooting of products including log file analysis macros, database tools, a support wiki, and troubleshooting guides. Evaluate, write, implement, and maintain documented procedures for necessary functions in the department. Provide advanced product knowledge to other operational groups responsible for sales and marketing, installation and training, and maintaining and improving our medical device product lines.

Provide phone, email, and on-site technical support to end users, distributors, VARs, and OEM resellers of Codonics products. Perform complex connectivity troubleshooting with various host systems in radiology and anesthesiology. Seek out, develop, and communicate technical knowledge required to provide top of the line support to a global install base of Codonics products.

Philadelphia Pa, Cleveland Oh

Provided Technical support to clients using Microsoft Office, Google Apps, mobile applications, and other off-the-shelf software by identifying and resolving customer’s issues.Provided Productivity support to clients by assessing customer's goals and developing effective and efficient solutions.Produced video clips recapping support.Developed training materials for customers and colleagues.Continuously developed new skills through required and optional training.Acted as Training Supervisor for new hires, ensuring they understood the training material and company policies.Setup new PCs for internal use.Assisted Network/Systems Administrator during server failures and setups.