Michael Bowyer Email & Phone Number

Canada

Canada

Trenton, Ontario, Canada

Providing account management support through order placement assistance and order management.

• Support end users with document conversion technology for a global client base.• Provide detailed guidance to clients through inbound email and ticketing system using concise communication of robust/detailed information.• Assist with creating procedures and CRM tools the support team uses (Fresh Desk).• Suggest OCR enhancements and behavioral suggestions stemming from support experience and end-user requests.• Onboard new customers and provided dedicated training.• Handle and defuse angry inquiries through empathy, active listening, and eloquent solutions.• Utilize Windows-based software/hardware and troubleshooting as required.• PDF type identification tasks and completion of data point mapping.• SQL Database backups, updates, and table comparisons to ensure the most work completed has been inherited by the primary system.• Use of third-party tools to troubleshoot complex technical issues.• Multiple upgrade recommendations and contributing to the progress of scanning technologies and procedures.• Keep informed of advances in character recognition, artificial intelligence (AI) and OCR technologies as a whole.

Belleville, Ontario, Canada

• Supported job seekers in a government-funded employment training program.• Met or exceeded established Ministry of Education and Training metrics.• Established and maintained relationships with local employers growing contact base to thirty established relationships.• Maintained accurate case notes, and participant records, and completed document filing duties precisely.• Implemented processes to streamline duties, tasks, and record management using CRM tools.• Conducted candidate screening through in-person meetings and interviews.• Offered job-seeking guidance and strategies through carefully curated tactics and pathways.• Took part in post-interview meetings, and provided thoughtful feedback to identify best practices• Taught and implemented the use of AI resources for language barrier participants.• Proposed updates to public communication tools and deployed/maintained job board for participant use.• Revised job-seeking strategies, and online resources, and developed a video training series.• Analyzed hiring patterns and opportunity types to forecast future program directions.• Provided constructive job application feedback and performed revision work as needed.• Represented employers at job fairs and regularly attended social services webinars and meetings on their behalf.

Toronto, Ontario

• Provided technical and customer support to a global client base utilizing a software-as-a-service model.• Utilized Windows-based software/hardware and troubleshooting as required.• Resolved support inquiries through case ownership and case tracking while providing effective solutions.• Provided sole client support duties for the initial seven years of employment before expanding to a team.• Provided 24/7 off-hour/emergency support coverage.• Troubleshoot hardware and software, including but not limited to Smartphones, UPC scanners, bottle scales, office printers, and other devices or peripherals.• Administrative duties; including contract reviews, document transmission, and filing and onboarding procedures.• Assisted with digital conversion of hard copy to secure local shared drive.• Developed a self-help resource tool and authored dozens of knowledge base articles & videos.• Planned and delivered various educational workshops, programs, and activities.• Researched third products and reported findings to direct management and company president.• Implemented document scanning and sales downloading technologies resulting in hours of saved time per audit.• Authored corporate standard operating procedures and support protocols by discussing proposed policies with multiple departments, to obtain feedback and revise where relevant and justified.• Built and maintained an online standard operating procedures library utilizing a secure wiki-based format.• Designed and maintained corporate office Wi-Fi network and LAN security protocols configuration.• Designed and installed office workstations: Hardware & software support, setup LAN, and password-protected shared storage.• Maintained relationships with vendor and system providers including corporate office ISP, email host, and others.