Michael Linert Email & Phone Number

Fort Worth, Texas

Direct Manager – Manager of onsite personnel and the Technical Lead for the Interact Studio, a walkup service desk which supports PC notebooks. iPads, iPhones, and Macintosh computers. The Interact Studio is instrumental in delivering excellent customer service to employees as a bridge between the offsite Service Desk and onsite Desktop Support.

Irving, Tx

- Lead Technician for Apple products (MacBook, iMac, iPad, iPhone, etc.).- Primary support for Adobe Creative Suite and Creative Cloud applications (Photoshop, InDesign, Illustrator, & Acrobat).- Dell certified to repair Notebooks - Supported Desktops running Windows 7- Supported Surface Pros running Windows 8.1

Fort Worth, Tx

Project coordinating the rollout of iPads for the Sales Force.Provided the post-deployment Hyper Care.

Bedford, Tx

Managed the performance of technical support personnel. Leverage Video conference and chat to coach personnel working from home. Recognized as a “Leader Among Leaders” for my coaching and the performance of the team.

POSITION OVERVIEWResponsible for leading and developing Tier 1 technical support staff.MAIN RESPONSIBILITIESStaff Management and Leadership * Day to day staff supervision * Handle staff and customer escalations* Identify staff training and development needs * Monitor and measure agent level performance* Provide regular coaching (Made it a point to catch the advisors doing well to reinforce the positive while addressing behaviors that need to be corrected). * Provide formal and informal performance feedback, both team based and one-to-one, and take corrective action as required (Daily review of customer satisfaction surveys and conduct advisor coaching sessions)* Hold regular staff meetings (weekly)* Participate in recruitment process (screened applicants by conducting interviews and providing feedback)* Support career path development for staff (recommended personnel for training positions and Tier 2)* Promote positive employee behaviors by leading by example (Never missed a day of work, kept current on emerging issues and self-guided training to understand the needs of the customers and the team).* Mentoring (Set expectations and then empowered the advisors and leads to meet the goals. Provided assistance to those that needed it and got out of the way of the self-starters)

- Supported consumers of the clients phone and computer products.- Promoted from Tier 1 to Tier 2 while performing support for the client's phone. - In preparation for the client's new operating system release, I transferred to the CPU queue and once again promoted to Tier 2.- Acquired support-level expertise in iPhone (2G, 3G, & 3GS), iTunes 7.4 - current version (9.x), Operating Systems (Tiger, Leopard, & Snow Leopard) and MobileME.

- Troubleshooting and repairing PC's and peripherals.- Set up Local Area Networks (wired and wireless) for home owners connecting PC's and printers.- Performing software and hardware upgrades to personal PC's.

- Locally coordinated the implementation of the new Sales and Marketing tool (C.L.E.A.R.).- Provide desktop support for the division office personnel, as well as the sales personnel in 40+ model home sales offices and the construction personnel in 30+ construction offices.- Coordinated the move of the Ryland Homes Division Office, Ryland Mortgage Company, and Ryland Title Company to a single facility.- Provide cost containment by reviewing relationships and prices with vendors and making changes where necessary.- Lead trainer for the company's Sales and Marketing tool (C.L.E.A.R.)

- Responsible for managing the Information Support personnel.- Direct reports included the Desktop Support Manager and the Network Operating System Engineers.- Responsible for hiring decisions.Desktop Support Technician Level 2- Provided expert level troubleshooting to employees and fellow technicians.- Directly responsible for troubleshooting connectivity issues for local LAN users and Remote personnel.- Provided expertise to upper management (CEO, CFO and Vice Presidents) to ensure the company's goals were achieved.- Worked with engineers of the company's product to provide them with the technology necessary to complete their projects.- Configured PDA's for synching with the company's network resources (mail, contacts, etc.). Provided expert level guidance to junior technicians- Supported Windows 95, Windows 98, and Windows 2000 operating systems in a hybrid (Novell and Microsoft) network.- Supported Office 97 and Office 2000.- Supported Novell's GroupWise mail system, and worked with NWAdmin and GW Check to maintain the mail system.- Installed, configured, and supported JD Edwards "One World" on 100+ desktop PCs during a migration from the MS DOS-based "Expandable".

Managed the performance of help desk personal computer support teams. Duties included screening applicants; hiring, disciplining and releasing personnel; setting performance standards; measuring agent performance and ensuring customer-based Service Level Agreements are met. Implemented a robust program to evaluate the quality of the team's performance in meeting customer-based Service Level Agreements. Used Enterprise Resource Package (ERP) running on an AS 400 to coordinate help desk services with field support personnel. Managed as many as 46 people in the following areas: Product Support Specialists - Enterprise Office Suites, i.e. MS Office, Lotus Smart Suite, etc.; Hardware Support Specialists - Operating Systems, Printers, Desktop Systems, Laptops, etc.; Network Operating System Specialists - MS Windows NT, OS/2, Novell and Banyan;; Supported CompuCom's Inside Sales Representatives; and After Hours Support Team - Supported internal and external customers after hours and on weekends.

Provided guidance and training to new employees. Assisted Operations Supervisor in the monitoring of agent performance. Continued in the capacity of A+ Certified Help Desk Technician. Supported Remote connectivity of MS Windows-based desktops to applications hosted on AS 400 computers.

Provided technical support to internal and external customers for issues relating to operating systems (MS DOS, Windows 3.x, Windows 9x), printers, desktop systems, laptops, scanners and servers. Warranty certified on HP LaserJet & DeskJet printers, desktops, laptops & servers.

and operated sole proprietorship, which provided personal computer sales, support and service to consumers and businesses. Specialized in desktop systems and printers.

Arranged service calls for direct customers and third-party companies. Maintained service part inventory and processed work orders. Performed preventative and correct maintenance on personal computers and peripherals.

Authorized Inspector certified by the state of Texas to perform certificate inspections on boilers and certified by the National Board of Boiler & Pressure Vessel Inspectors.

Responsible for quality control of fluid system cleanliness as well as maintenance and repair practices. Observed other personnel to ensure proper maintenance practices were used correctly. Trained personnel in proper maintenance practices.

Coordinated personnel and maintenance schedules. Reviewed all reactor controls plant maintenance for correctness and quality. Set expectations and provided discipline to personnel. Operated and maintained the ship's nuclear reactor. Qualified; . Qualified as Shutdown Reactor Operator (senior watch responsible for the operation of the reactor when shutdown).

Managing day-to-day operations of the nuclear power plant.Scheduling & performing preventative maintenance on the nuclear electronics.

Created and presented lesson plans to students. Monitored student progress and administered remedial programs and discipline. Performed hands-on training with personnel in the reactor plant. Developed and administered tests. Conducted review boards for students.

Computer Programing

Activities and Societies: International Thespian Society, Men's ChoirComputer programming: BASIC, FORTRAN, PASCAL

Education record

Education record

Education record

Education record