Michael Smith Email & Phone Number

Rochester, Ny, Us

Rochester, New York Area

• Manage and develop a team of associate technical support engineers• Conduct performance evaluations and develop improvement plans as needed• Create and manage Tier 1 staffing schedule• Define, implement, and manage technical support processes and procedures• Ensure case management and documentation processes are adhered to• Track progress of assigned cases/tickets with a focus on meeting standards and SLAs• Track and report on metrics for cases/tickets assigned to and handled by Tier 1• Compile, analyze, and report case data, KPIs, and trends to leadership team on a weeklyand monthly cadence• Provide one-on-one coaching, including career path planning• Collaborate with the Network Operations Center Engineers to investigate complextechnical issues to quickly isolate the root cause and establish a resolution• Partner with internal account teams and customers to help identify additional painpoints to help improve the overall customer experience• Serve as a point of escalation for outstanding customer incidents and ensure appropriateresources are engaged for timely resolution• Work cross-functionally on joint projects to improve internal processes/workflows

Rochester, New York Area

• Manage and develop a team of associate technical support engineers• Conduct performance evaluations and develop improvement plans as needed• Create and manage Tier 1 staffing schedule• Define, implement, and manage technical support processes and procedures• Ensure case management and documentation processes are adhered to• Track progress of assigned cases/tickets with a focus on meeting standards and SLAs• Track and report on metrics for cases/tickets assigned to and handled by Tier 1• Compile, analyze, and report case data, KPIs, and trends to leadership team on a weeklyand monthly cadence• Provide one-on-one coaching, including career path planning• Collaborate with the Network Operations Center Engineers to investigate complextechnical issues to quickly isolate the root cause and establish a resolution• Partner with internal account teams and customers to help identify additional painpoints to help improve the overall customer experience• Serve as a point of escalation for outstanding customer incidents and ensure appropriateresources are engaged for timely resolution• Work cross-functionally on joint projects to improve internal processes/workflows

Rochester, New York

• Provided on-demand and proactive technical and soft skills coaching to team members• Evaluated and updated internal knowledgebase to ensure content accuracy• Compiled and presented weekly and monthly team performance reports to leadership• Analyzed knowledge gaps using data analytics and worked with Training to devise a planto close gaps• Helped establish team goals and KPIs• Led complex company-wide integration and migration projects• Delegated tasks to team members as needed• Created learning opportunities for team members to improve confidence, productknowledge, troubleshooting methodology, and communication skills• Served as a point of escalation for customers requiring additional support

Support Representative-• Provided initial customer support covering and aiding in;O Profile adds/removalsO Account modificationsO Hardware troubleshootingO Network troubleshooting. • 400 SMEO Worked with Customers who were joined Alpha and Beta, providing support and training. Was also tasked with identify possible defects and escalating them to Developers. O Provided Support, Account team, and Engineers with training on the 400 phones.• Gecko/Axacore SMEO During the migration and implementation of the new Fax Platform.O Provided Temporary support to the GeckoFax system while the customer facing U.I. was down.

• Maintenanceo Replaced doors, windows, floors, and Ceiling tiles. o Removed Asbestos o Built new classrooms.o Installed smartboards. • HV/AC- Heating ventilation Air conditioningo Serviced and installed Heating and ventilation units.o Repaired Boilers, AC and heating lines, and replaced corroded pipes.• Groundso Cut Grass, bushes and trees. o Replaced damaged Trees o Chalked lines for sporting events.o Delivered Pallets, used parts, and metals to recycle facilities. o Set up new water lines from the town to the school.

School Of The Arts

• Followed lesson plans provided by the regular teacher to create a cohesive andconsistent learning experience for students• Managed the classroom effectively to encourage student participation, minimizedistractions, and maintain a positive learning environment

From 2005-2009; I was a part of the Front End Department where I worked Cashier, Store Maintenance, and Helping HandsFrom 2009-2013; I worked in the Grocery department. With this department I stocked shelves, created orders and designed end caps for marketing.

Bachelor Of Applied Science (B.A.Sc.), Higher Education/Higher Education Administration

Activities and Societies: History Club, Mens Volleyball

Education record