Michael R. Email & Phone Number

Nampa, ID

Allied Seed produces, processes and distributes forage legumes, turf-grass seed and cover crop seed. It has facilities located in Nampa, ID, Albany, OR and Worland, WY.I maintain all hardware and software for Allied Seed's computer networks, including servers, routers, switches, access points, printers, desktops, laptops, cellphones and telephone systems..

Boise ID

• Using my foundation of IT and telephony experience, I quickly became the senior technician for the company. I spent most of my time in the field supporting clients. I developed and implemented IT and telephony.
• Windows Servers
• Active Directory
• Windows Desktops / Laptops
• Routers (LAN and WLAN)
• Switches

Sandy UT

• Preconfigured a Hosted PBX platform for several IP phone deployments resulting in a plug-n-play experience for clients.
• Translated change orders from customer service reps into a TBS provisioning system. Achieved a less than 1% reject rate each month.
• Provided billing analyst services and remediation for high profile clients such as Google, Facebook, Ebay, Level3 Communications, Sprint, and others.

Sandy UT

• Lead a team of 8-12 customer service reps that was recognized for their knowledge and quality.
• Performed monthly QA and training of team members.
• Partnered with peers and members of other departments to resolve issues and improve process.

Sandy UT

• Successfully learned new systems and processes with very little training and resources.
• Won the 2005 XO eXamples Award (employee of the year) for my work researching and resolving over 100 complex issues.
• Developed and delivered training for a new hire class.

Sandy UT

• Provided technical support for DSL, T1, Fiber, and PRI circuits. Configured routers.
• Documented common router commands for quick reference.
• Used initiative to create BMC Remedy macros which reduced call handle times, thereby resulting in increased call capacity.
• Maintained monthly performance scores of 99% or higher each month.
• Frequently recognized for my customer service skills.

Salt Lake City UT

• Worked at E2 Fabrication concurrently while at XO Communications.
• Designed the IP Topology for the network.
• Repaired, installed and maintained a Microsoft Windows 2003 Server. Created and managed a new domain with user accounts and login scripts, resulting in increased productivity between departments.
• Configured printers for the network to allow local and remote printing.
• Reconfigured router and DNS settings during a provider change which resulted in a downtime of less than 20 minutes.
• Provided desktop support for new and existing Windows XP/7 systems, and Macbook systems.

Magna UT

• Provided Tier I desktop support to customers via phone, email and chat.
• Provided Tier II desktop support to Tier I technicians via chat and phone.