Michael Kiplinger Email & Phone Number

Beachwood, Ohio

Beachwood, Oh

Acted as the primary support liaison for 300 Sales and Technical Representatives, managing and performing every aspect of handling IT issues including, identification, logging, categorization, prioritization, initial diagnosis, escalation, investigation and diagnosis, resolution and recovery, and closure.Performed software installations, software and Windows updates, hardware setups, and provided software support and training.Coordinated the exchange of IT solution data, with members of IT, Sales Management, and training teams to improve the quality of support provided throughout the organization. Worked tirelessly to build a relationship of respect and trust with each and every sales representative.Listened closely to the details of the support issues the sales force was facing, resolving any IT challenges that impacted their ability to meet the needs of their customers.Embraced the responsibility of ensuring that every support call was recorded, and resolved in a manner that exceeded the expectations of each and every user. Monitored the exchange of helpdesk ticket information to ensure that each support issue was addressed, and that the user received support that met or exceeded their expectations.Provided direct and remote training focused on empowering users and reducing the number of support calls resulting from incomplete training.Maintained data retrieval resources such as forum websites, and ensured user access to network resources through administrative tools. Managed direct and remote support on various user platforms to ensure a stable environment and the proper installation of email and company software applications. Developed and tested new software and hardware sales IT solutions to address the changing support needs of the Sales force.Managed a majority of the distribution methods Sales representatives used to retrieve company reference documents, training material, and company software updates

Medina, Ohio

Worked with Project Developement toolsWorked with RPM instructors and members of internship team to develop and maintain the scope of work on new websites and site update requests.Optimized data for upload to operating company websitesAssisted with website developement and coding

Cleveland, Ohio

I worked as a laborer on both the east and west sides of the Steel mill. When the plant closed I was working as a production turn subforeman on the east side of the mill on the pickle line. The pickle line was responsible for cleaning the surface of the steel coils and slitting them to the proper width.As subforeman I was responsible for ensuring that turn data was recorded, safety guidelines were observed, turn staffing levels were met, and production delays were logged, addressed, and resolved.