Michael J Mandeville Email & Phone Number

Hudsonville, Mi, Us

Grand Rapids, Mi, Us

- Leadership & Team Management: Provide daily direction and mentorship to three IT support teams, ensuring alignment with organizational goals and delivering exceptional end-user experiences.- IT Support Oversight: Manage the intake, triage, and escalation of all IT support tickets, streamlining workflows to improve resolution times and enhance service delivery.- Strategic Consultation: Act as a trusted advisor to the IT department, delivering actionable guidance on improving operational strategies, refining processes, and driving efficiency.- System Analyst Expertise: Serve as the system analyst for Freshservice ITSM, overseeing deployment, configuration, optimization, and alignment with ITIL best practices.- Service Desk Operations: Oversee all aspects of service desk operations, including knowledge management, asset tracking, and performance analysis, ensuring robust systems and processes.- Project Leadership: Collaborate on department-wide and cross-functional projects, providing strategic insight, technical support, and hands-on expertise to achieve successful outcomes.- Knowledge & Process Development: Develop and maintain a comprehensive knowledge base, empowering teams with the resources and tools needed for consistent service delivery.

Hudsonville, Mi, Us

Builder, Designer, Creator and co-owner of MandeBuilds - creative / rustic home décor and personalized gifts.facebook.com/MandeBuildsinstagram.com/MandeBuildsetsy.com/shop/MandeBuilds

Hudsonville, Mi, Us

Founder, owner, and operator of Zhem Productions - creating memorable experiences and real connections.Zhem Productions is:DJ Zhem | professional emcee, DJ, music edits/mixing services, event planning and coordinationMjZ Photography | videography, photography, video editingcommuniZate Consulting | business, leadership, professional, and technical consultation | youtube.com/michaeljzhem | TikTok @zhemjzfacebook.com/DJzhem | facebook.com/MjZphotography | facebook.com/communiZate

Zeeland, Mi, Us

Directing daily operations, enabling efficient and effective delivery of services to customers by empowering staff, enforcing good process and procedures, and driving continual improvement of operations.Operational Leadership• Develop and implement operational strategies, goals, and objectives in alignment with the company's vision and mission.• Lead and manage support team - providing guidance, support, and feedback.• Foster culture of continuous improvement and operational excellence by identifying areas for optimization, streamlining processes, and implementing best practice.Client Service Delivery• Oversee the delivery of IT services to customers, ensuring adherence to service level agreements (SLAs) and expectations.• Monitor and evaluate service performance and ticket system, providing initial triage and response on customer needs, identifying areas for improvement and implementing corrective actions as needed.• Proactively engage with leadership and Customer Success Managers to understand evolving customer needs and address concerns.Resource Management• Manage and allocate personnel resources for project tasks and support work to optimize operational efficiency and meet business objectives.• Conduct capacity planning and resource forecasting to ensure adequate staffing levels and optimal resource utilization.• Identify training and development needs for the operations team, providing coaching and mentorship to enhance their skills and capabilities. Maintain knowledge base documentation for support team.Process Improvement• Establish and enforce operational policies, procedures, and standards to ensure compliance with industry regulations and best practices.• Identify opportunities for process improvement, automation, and standardization to increase efficiency and reduce operational costs.• Monitor and report key performance indicators (KPIs) to measure operational performance and drive data-driven decision-making.

Spring, Texas, Us

Provided operational management, assistance, leadership, and coordination of 24/7/365 Service Desk supporting 3,000 remote users nationwide. Service Desk included Help Desk and 24/7 NOC Operator teams.Created and implemented KPIs, SLAs, process and procedures for the service organization and organization. Role included continual improvement, training, and management of processes in IT, HR, and administrative areas.• Established best practice in technical support and company process and procedures.• Implemented KPIs, SLAs, and metric tracking for Service Desk team.• Implemented and managed Asset Management and Knowledge Management.• Created internal and external user-facing documentation, resources, and video content for Service Desk team and organization-wide customers.• Collaborated with IT Project Management, Human Resources, and other areas of organization on multiple projects related to employee lifecycle, organizational processes, ITSM software improvements, office and administrative projects, and more.• Handled escalated issues for IT services, Human Resource issues, administrative operations services, and more.• Provided reporting and KPI metric data to upper management and Service Desk staff.• Coordinated with teams and departments on technical projects and escalation of technical issues.• Direct management, recruitment, training, and coaching of 24/7/365 Service Desk staff.• Developed Service Level Agreements, Operational Level Agreements, and Business Level Agreements to set expectations and measure performance.• Created, developed, documented, and managed company employee lifecycle processes including onboarding, off-boarding, department/title changes, and name changes.• Product owner of Cherwell Service Management ITSM software, advising and enforcing best process and best practice of incident, hardware, employee, and service lifecycles.

Hanover, Md, Us

Provided leadership and direction to Help Desk Technicians supporting the United States Department of Agriculture (USDA). Daily management and direction of help desk operations, quality monitoring, coaching, one-on-one training, documentation, record keeping, performance appraisals, real time adherence tracking, and other supervisory responsibilities. Consulted and collaborated with Peckham upper management, supervisors, and help desk agents. Oversaw several key functions within department to enable delivery of a high quality service to end users.• Facilitated training, mentoring, onboarding, and continuous coaching of help desk agents in proper process, procedure and escalation of complex technical issues.• Managed escalation procedures and ensured service levels were maintained. • Documented, tracked, and monitored problems to ensure resolution or escalation in a timely manner.• Monitored employee performance and quality and delivered regular performance appraisals.• Assisted in development and management of employee schedules and training as needed.• Consulted on call center and help desk service management process and procedures.• Delivered monthly business reports of key performance indicators (KPI) to Peckham and TEKsystems upper management and account managers.

Holland, Mi, Us

Managed 24/7/365 team of Application Support Analysts supporting SQL-based eoStar software. • Collaborated with engineer and development teams establishing best practice, process, and procedure in application support and development processes, utilizing Agile, ITIL, and Kanban principles.• Project manager on customer software implementations, assisting customers with training, acclimation, business process consultation, and project support handoff.• Continual improvement, establishment, communication, training, and coaching on living and evolving support process and procedure across organization.• Designed, implemented, documented, managed, and coached support processes and procedures for software support, engineering, and customers.• Documented, structured, trained, consulted and coached on support and customer service methodology to better align with industry best practice.• Created and managed system of measurable metrics to track key performance indicators (KPI) of software support analysts. • Mentored, coached, and regularly reviewed metrics with support analysts and leadership.• Prepared monthly KPI and metric Score Cards for software support department and individual analysts.• Directed software support analyst employee lifecycle including writing job descriptions, job postings, recruitment, interviewing, hiring, onboarding, training, coaching, and mentorship.• Supervised application support analysts providing daily instruction, coaching, guidance, and feedback.• Streamlined support dispatch and documentation. Managed organization, prioritization, response and dispatch for all incoming support incidents.• Consulted on best practice, process, and people management for support and development. Mentored on industry concepts, ownership, collaboration, communication, efficiency, company policies, procedures, documentation, and other relevant topics.

Grand Rapids, Mi, Us

Operational management of Calvin Information Technology service desk, help desk, and campus computer labs ensuring operational efficiency through personnel management, workflow oversight, training, and process management. Oversaw Level 1 and Level 2 technology support via phone, email, walk-in, and desk-side.-Performed knowledge management responsibilities for administration and organization of both internal and customer-facing documentation for various customer populations.-Coordinated learning opportunities and training for college community in various media including print, web, video, and classroom-based presentations.-Participated in multiple college-wide projects and cross-functional teams including asset management, ITSM software implementation and training, Office 365 implementation and training, campus-wide student employee wage and position restructure, website redesign and update, printer fleet refresh, printing and scanning implementation and support, and international and domestic student college introduction, technology onboarding, and acclimatization.-Created and facilitated all communication, marketing, social media, alerts, news, and website structure for information technology department as well as student technology services.-Managed support employee lifecycle including job postings, recruitment, interviewing, onboarding, and training.-Direct supervision of more than 30 student employees across multiple positions.-Continuous establishment and communication of evolving process and procedure for support department and cross functional teams.-Streamlined daily dispatch, organization, maintenance, response, categorization, and prioritization of support center tickets.

Richfield, Minnesota, Us

Non-commissioned sales associate specializing in portable electronics including movies, music, video games, camera, digital imaging, computers, car electronics, and home theater. Daily interaction with customers to identify purchasing needs, delivering high-quality customer service to strengthen store reputation and grow customer retention. Educated customers on available product options to meet and exceed customer service experience. Maintained displays as indicated by planogram instructions.

Grand Rapids, Michigan, Us

Technology aide assisting middle school technology coordinator, supervising students and managing operations of the computer lab facilities. Included assisting students and staff with special technology projects and software applications, facilitation of the use of technology services and tools in learning, collaboration on technology projects, organizing use of equipment, delivering computer and AV support throughout the school, and holding organized and on-demand computer and software skills learning sessions for staff and students.

Grand Rapids, Mi, Us

Customer Support Specialist in Calvin Information Technology performing first level support for hardware and software via desk side, email, phone, and walk-in methods. Led student workers in coaching and mentoring role. Adapted to and trained on process, procedure, and ITIL standards. Worked with every aspect of information technology from computers (PC and Mac) to printers to misc. office equipment. On-site troubleshooting as well as over-the-phone. Assisted with Novell networking services and many different software and hardware including but not limited to, Microsoft, Apple, HP, and Adobe products.

Grand Rapids, Mi, Us

Dance Guild is the largest student-led organization at Calvin College. Leadership duties include organizing dance choreographers and putting together a performance during the semester. A lot of leadership, communication, organization, as well as responsibilities in working with technical crews, staff, and campus personnel.

In charge of filing system and file distribution. Also cataloging dead files and older files in computer system by scanning them into a database program. Duties included organization of database system as well as hard-copy file organization and general technology troubleshooting and assistance.