Michael J. Email & Phone Number

Orlando, FL, US

Orlando, Florida, United States

Founder, Chairman & CEO of Sound of Dreams Productions LLC. We specialize in recording and mixing audio for artist including but not limited to Music, Film, Podcasts, Television, YouTube, Radio, Audio Books, Voiceovers, Commercials.

Orlando, Florida Area

• Responsibilities include:
• Provide product expertise and product understanding for Documentum.
• Serve as a resource for applications requiring structured system methodologies and information technology.
• Provide first line resolution/analysis assistance as subject matter expert (SME) for responsibilities of system health, maintenance, and continuous improvements of corporate applications.
• Develop programmatic solution, testing solution for accuracy with defined test plan; coordinate the implementation and completion of recommended specification for all new systems, system changes, and problem correction.
• Provide regular product support, maintenance, configuration changes, and patch updates along with project enhancements that align with the corporate strategies of OUC utilizing Agile Scrum methodology.

Orlando, Florida

• Responsible for overseeing workforce management scheduling, reporting and auditing functions.
• Manage the resources required to meet optimal service level standards.
• Develop comprehensive reporting illustrating staffing and adherence effectiveness and opportunities at individual, team, and center levels.
• Work with management to identify optimal operations through forecasting, modeling, data analysis, and technology utilization.

Orlando, Florida

• via Modis Inc. (Contract)
• Identified redundant procedures and suggested changes to streamline processes that were adopted.
• Participate in security audits and security risk assessments.
• Assess and communicate security risks to the organization.
• Evaluate and implement measures to determine compliance with regulations and privacy laws.
• Monitor and research new and emerging threats to preemptively eliminate the possibility of system breach; stay current on information security websites.

Orlando, Florida Area

• via Tews Company (Contract)
• Elicited stakeholder feedback and input through interviews and surveys.
• Completed in-depth analysis for business optimization project outlining efficiencies of applications associated with business processes resulting in project completion 1 month ahead of schedule.
• Successfully assisted in the mapping of Employee roles to system and data access needed to create a roadmap for Role Based Access Control.
• Successfully led and facilitated the auditing of systems and system users to determine system level of access.
• Serve as a liaison between business community and IT organization to provide technical and process solutions to meet user needs in alignment with strategic plan.

Orlando, Florida Area

• Led JAD sessions with Clients to discuss technical requirements, set expectations, and manage involvement in analysis activities.
• Successfully led projects for technical development of leave management system resulting in a 24% increase in productivity stemming from analyzing the effectiveness and efficiency of existing systems.
• Successfully revamped UAT process instituting new procedures that streamlined testing reducing testing hours by 30%.
• Performed impact and root cause analysis on defects identifying high-level and complex system solutions. Tracked defects via JIRA, ALM, Remedy, Maestros utilizing user stories and ticket management.
• Identified "bottlenecks" and implemented new and improved processes and policies by partnering with developers to automate manual process, saving time and money while decreasing errors and increasing Case Manager.

Orlando, Florida Area

• Led JAD sessions with Clients to discuss technical requirements, set expectations, and manage involvement in analysis activities.
• Successfully led projects for technical development of leave management system resulting in a 24% increase in productivity stemming from analyzing the effectiveness and efficiency of existing systems.
• Successfully revamped UAT process instituting new procedures that streamlined testing reducing testing hours by 30%.
• Performed impact and root cause analysis on defects identifying high-level and complex system solutions. Tracked defects via JIRA, ALM, Remedy, Maestros utilizing user stories and ticket management.
• Identified "bottlenecks" and implemented new and improved processes and policies by partnering with developers to automate manual process, saving time and money while decreasing errors and increasing Case Manager.

Winter Springs, Florida

As a freelance audio engineer I've worked with several independent artist in the Orlando area. I’ve worked out of Plush Recording Studios but I also have experience working in smaller independent studios. I’m Pro Tools certified, with heavy experience at recording, mixing, editing, and assisting on music of all genres.Artist and producers worked with.

Winter Springs, Florida

• Prep studios for sessions, including setting up microphones and troubleshooting technical issues
• Assist studio manager in day-to-day operations, including scheduling sessions, giving tours, coordinating studio events, and managing studio memberships, Key holder.

Orlando, Florida Area

• Install applications, plugins, samples, troubleshoot technical issues, and perform file management tasks, including backing up files and drives
• Record vocals for artist, clean up sessions, tune guitars, and help with artist relations
• Artists worked with include: Frankie J, Cowboy Troy, Veronica Vega, Gregor Salto, DJ Noodles, DJ Blass, DJ Willie, DJ Buddha, Mariel Jacoda

Orlando, Florida Area

• Led JAD sessions to analyze workflows and gather business requirements and discuss possible solutions, documenting them into a BRD and translating into FRD as well as User Stories and High Level Flow diagrams.
• Successfully provided basic end-user support in post-deployment phases ensuring requirement fulfillment.
• Collaborated with stakeholder groups across the organization to ensure business and technology alignment. Proposed solutions meeting defined specifications and needs.
• Served as Subject Matter Expert within the NOC regarding call center technology emphasis in customer information while playing an active role in implementation of call center technology.

Orlando, Florida Area

• Acted as Subject Matter Expert regarding call center technology and played an active role in the implementation of call center technology. Analyzed current dialing strategies, determined validity/efficiency, and made.
• Provide analytics for inbound/outbound abandonment and service level percentages. Monitor call traffic and determine appropriate staffing availability and/or routing capabilities. Make recommendations for staffing.
• Provided first level support for all call center technology queries, including troubleshooting and problem solving.
• Utilized NICE for Quality Management in reviewing calls.

Orlando, Florida Area

• Develop relationships with clients through successful management of service delivery.
• Utilized CarMax scheduling system to schedule repairs while maximizing auto technicians availability and skill base to best address clients concerns.
• Evaluated mechanical issues in a collaborative effort with auto technicians in order to develop cost estimates as well as to analyze length of time for repairs.
• Documented detailed repair orders to obtain authorization for services from both the client and from warranty companies.
• Kept customers informed on a timely basis as to the status of their vehicle repair.
• Worked as liaison between the service department and the operations department.

Orlando, Florida Area

• Analyzed dialing strategies to identify potential problems that may have multiple impacts. Conduct needs assessments to define process improvement strategies and projects. Maintain on‐going interaction with internal &.
• Maintained call center specific database applications and was point of contact for process and system testing for development. Actively manage and effectively facilitate team-based projects and solutions in a.
• Solid understanding of Workforce Management software (TCS, IEX, eWFM, RTA, ASPECT, NICE). Responsible for providing call volume projections, average handle times, staffing requirements, and man powering schedules via.
• Forecasted inbound call volume, expected average handle times, and staffing requirements based on outbound dialing strategies that had direct correlation to inbound call volume.
• Successfully designed, tested, and implemented wrap up alert process that lowered call wrap up times from 27% to 12.8% thus increasing productivity by 15%.

Orlando, Florida Area

• Developed new campaigns to better penetrate delinquent customer base while integrating outbound and inbound queues to better manage average call handle times. Work with systems such as CACS, Voicelink, MOSAIX, AXYS.
• Responsible for providing dialer reporting to different levels of management including senior management. Responsible for developing, troubleshooting, and maintaining all dialer reports. Ability to use dialer data to.
• In-depth understanding of call center daily operations and strategies. Assisted in forecasting inbound call volume, expected average handle times, and staffing requirements based on outbound dialing strategies.
• Served as liaison between Avaya Support and local IT department while serving as subject matter expert for all tier 1 and tier 2 issues and call center technology, emphasis in customer information, while playing an.
• Instrumental in the revamping of the collection process, in which the department went from collecting $300 - $500K in delinquent payments to regularly collecting over $1.5M a month.