Mike Jacques Email & Phone Number

Auburn Hills, Michigan, Us

Detroit, Us

Responsible for a client base of ~25 clients .● Onboarded and handled all communication with client executives/on-site primary contacts● Reviewed all open helpdesk tickets per client to ensure an expedient resolution● Sent out on-site technicians when needed● Wrote Helpdesk processes and built out our Knowledgebase for said clients● Responsible for maintaining all server OS updates as well as security updates● Handled all reporting for clients, ensuring backups were always running, SLA’s were met, etc.

Sterling Heights, Mi, Us

•Troubleshooting and resolving issues with server applications such as Active Directory, DNS, DHCP, IIS, group policies, etc.•Troubleshooting and resolving issues with Microsoft’s core business applications (Exchange, SQL, etc) and operating systems (servers and desktops) as well as line of business applications.•Recovery/restoration of data/environments.•Troubleshooting and resolving network issues including, but not limited to, WAN and LAN connectivity, Layer 2/3 switches, routers, firewalls, and security.•Remote access solution implementation and support such as VPN, Terminal Services, and Citrix.•System documentation maintenance and review.•Communication with customers as required: keeping them informed of incident progress, following up on assigned tickets to closure.•Improve customer service, perception, and satisfaction.•Fast turnaround of customer requests.•Ability to work in a team and communicate effectively.•Work with the Service Lead and Service Coordinator to ensure requests are resolved quickly and efficiently.•Escalate or work with other Engineers to resolve service requests that require assistance to resolve.•Responsible for entering time and expenses in ConnectWise as it occurs.•Participation in on-call rotation.

Bellevue, Wa, Us

● Work with store management in opening, closing and operating the retail facility, includingbut not limited to cash handling, inventory count and deposits as governed by operationscontrol standards.● Complete accurate paperwork and transactions according to company policies andprocedures.● Ensure maintenance of store appearance, back room, restrooms and individual work areaaccording to the retail store standards.● Assist customers with service activations, changes and bill payments, responding to billinginquire equipment replacement, selling accessories and processing price plan changes andupgrades.● Assist in maintaining store appearance, inventory counts and merchandising standards.● Built customer confidence by making their experience comfortable, simple and solving theirissues.● Exceeded monthly revenue goals through acquiring new customer accounts, maximizingexisting customers’

● Responsible for bookkeeping & company payroll using Quickbooks Contractor Edition.● Answered office calls and followed up with online construction leads to schedule estimates.● Used Hootsuite to actively manage company social media accounts and engage theircustomer base.● Optimized Coverall’s company website and actively updated and followed up with customerreviews.● Attended social media marketing seminars and Owens Corning product and marketing events.

San Francisco, California, Us

● Monitored Uber’s Facebook and Twitter accounts and publicly responded to and resolvedissues tweeted or posted to our wall.● Issues including, but not limited to: celebrity tweets with 800k to a few million followers,issues regarding sensitive allegations, driver vehicle accidents with injuries, minimizingsocial media blowback from events such as the shooting that occurred in Kalamazoo, MI.● Worked directly with multiple specialized global teams to resolve issues out of the U.S.region and coordinate social media responses during such incidents and when running specialpromotions.● Updated out-of-date, and created new PostgreSQL queries for the Global Safety Team, andIncident Response Teams, and created ad-hoc queries for information needed during a crisis.● Worked closely with Uber’s Global Fraud Prevention Team to identify fraudulent trends tominimize loss and prevent fraudulent trips & charges.

Jaguariuna, Sp, Br

During my time at Stefanini, I was a senior analyst on the MasterCard Service Desk, providingsupport for Microsoft SharePoint. Each week I reviewed major incidents, along with data trendsand through these reviews, I was able to identify areas for process improvement, additional agenttraining, or knowledge base updates. I was responsible for all high-profile (VIP) escalations, aswell as representing Stefanini in the weekly client meetings required by MasterCard. I audited myteams’ tickets on a weekly basis, and provided feedback and/or suggestions to ensure continuousquality improvement. For each new process or procedure that is implemented or updated; I wasresponsible for ensuring the new processes are not only followed, but understood by the team as awhole. I also provided MasterCard with documentation each week of every high-profileescalation, as well as any trending issues/tickets.

Clinton Township, Michigan, Us

● Answered phones when busy, responded to and resolved helpdesk service tickets.● Responded to company “fires” deploying on-site to assist when necessary.● Responsible for all monthly client visits, ensuring each company’s employees were satisfiedwith the quality of our helpdesk, and made educated their staff on how to create a ticket,allow our staff to assist them, etc.● Personally facilitated every IMAC (install, move, add, change) ticket, going on-site tocomplete each.● Setup and managed client networks with employees varying from 50-300 seats.

● Responsible for finances in all 3 stores.● Oversaw 12 on-site technicians; sending them their daily appointments, collected theirinvoices, and gave them their paychecks.● Answered phones and scheduled on-site appointments.● Worked closely with the owner to open/close the store daily.● Repaired computers, personally spoke with each client ensuring satisfaction and resolution oftheir issue.● Performed website updates and SEO services for around 50 clients, provided hosting servicesand assisted with managing our server located at a colocation center in Southfield, MI.

Education record

Education record