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

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

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

• 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.
• 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