Michael Faust Email & Phone Number

Wilmington, Delaware

SEATTLE TECHNOLOGY GROUP (STG) | Pittsboro, North Carolina Support Manager August 2017 - Present• Manage support team, consisting of two direct reports, in resolving approximately 2000 client requests annually.• Create queries, design layout, and implement over fifty reports via Telerik Report Designer across multiple products for brand new software implementation.• Conduct on-site training seminars for department heads across the U.S. and Canada to fit our software with their business practices throughout the year.• Lead development of products and solutions to supplement existing functionality and create new functionality for customers to analyze data in meaningful ways.• Create efficiencies in business processes by improving existing product data structure.• Develop onboarding process for incoming staff members and instructional curriculum to keep incumbent staff current on company processes.• Create supporting documentation for production demonstration and support solutions to further develop client training program.Support and Client Success Technician January 2016 - August 2017• Lead support team for four proprietary products, three web-based solutions and one windows application.• Charged with development and implementation of international training workshops to provide a foundation in product application.• Coordinated SQL product support and assisted in the creative implementation of tailored reports and work-flow processes.• Managed internal product databases in Microsoft SQL Server Management Studio, Microsoft Azure, and Amazon CloudBerry.

Harrisonburg, Virginia

Work with potential and current directors to coordinate their conferencing dates for the following summer.Manage and update Conference Services’ website regarding policy changes, conferencing rates, and the overall aesthetics of the site.Read and edit various JMU policies and customized their wording and mandates to fall in line with Conference Services mission statement and goals.

Harrisonburg, Virginia

Created a training schedule and manual for coworkers for our new software, Conference Programmer.Worked with conference coordinators and organizational sponsors to create a smooth logistical stay by customizing their dining, parking, and transportation needs while on JMU’s campus.Produced all billing summaries for each visiting camp and conference at the end of our summer business schedule.Maintained several databases concerning visiting organizations, met with sponsors, and met with departmental heads to meet the requests and requirements of each group to maximize their stay at JMU. Communicated openly with coworkers, sponsors, and participants daily to create a welcoming atmosphere while providing excellent customer service.

Harrisonburg, Virginia

Worked with potential and current directors to coordinate their conferencing dates for the following summer.Managed and update Conference Services’ website regarding policy changes, conferencing rates, and the overall aesthetics of the site.Read and edited various JMU policies and customized their wording and mandates to fall in line with Conference Services mission statement and goals.

Harrisonburg, Virginia

Worked with conference coordinators and organizational sponsors to create a smooth logistical stay by customizing their dining, parking, and transportation needs while on JMU’s campus.Produced all billing summaries for each visiting camp and conference at the end of our summer business schedule.Maintained several databases concerning visiting organizations, met with sponsors, and met with departmental heads to meet the requests and requirements of each group to maximize their stay at JMU. Communicated openly with coworkers, sponsors, and participants daily to create a welcoming atmosphere while providing excellent customer service.

Harrisonburg, Virginia

Worked with potential and current directors to coordinate their conferencing dates for the following summer.Updated conferencing schedule to reflect the changes and needs of visiting organizations and camps.

Waynesboro, Virginia

Provided excellent customer services within a call center environment. Quickly solved and answered technological and policy questions and implement award winning service.Maintained 100% customer call resolution and 100% polite and professional rating each month.Beta tested new technology and software, kept log of malfunctions, programming bugs, and other problems to be resolved prior to the public release.

Bachelor'S Degree, Computer Information Systems

Activities and Societies: SafeRides Obtained my Bachelor of Science in Computer Information Systems which a concentration in Computer.

Bachelor Of Science - Bs, Computer And Information Sciences And Support Services, Gpa: 3.5

Transitional program towards full time enrollment at JMU, IS/IT.