Michael Rodman Email & Phone Number

Oklahoma City, Ok, Us

Oklahoma City, Oklahoma Area

Oklahoma City, Oklahoma Area

My primary responsibility is the administration of the reporting (Clarity/Cogito) databases for EPIC. I'm administering a number of Microsoft SQL servers running 2012 SP2 and 2016. I'm responsible to performance, backup/restoration, mirror failover, ETLs, and data cubes. I also support the Analytics team making recommendations for query improvements to reduce report time and increase performance. Additionally I administer SAP Business Objects. We recently upgraded from 4.1 SP6 to 4.2 SP5. I promote reports from the Test to the Production environments. We're currently working on upgrading EPIC, which has included upgrading several of the systems and particularly databases from 2012 SP 2 to 2016.

Oklahoma City, Oklahoma Area

After Foundation Healthcare went bankrupt I found myself working a short term contract at OG&E helping the Business Analysts by creating macros using VBA in MS Excel to automate many of the reporting tasks they were performing manually. I also helped improve their performance by designing reports that compared agent schedules to sign in reports to reduce the time spent on attendance tracking.

Oklahoma City, Oklahoma Area

Develops and implements standards and best practices. Develops and implements data models and logical database designs. Develops, revises and implements policies, standards, procedures and guidelines necessary to effectively administer the database environments.Performs routine and customary operational monitoring activities to ensure the database environment is stable and capable of meeting ongoing business needs. Test programs or databases, correct errors and make necessary modifications.Specify users and user access levels for each segment of database.Modify existing databases and database management systems or direct programmers and analysts to make changes.Train users and answer questions.Work as part of a project team to coordinate database development and determine project scope and limitations.Plans and executes testing and implementation of major systems.Supports and maintains enterprise application databases.Supports and maintains data warehouse databases.Supports data warehouse data loads and scheduling.Provides architectural guidelines and best practices.Develops data marts and reports for business use.

Oklahoma City, Oklahoma Area

I lead a team responsible for forecasting and analysis of call arrival patterns to determine scheduling and staffing requirements for multiple phone queues. As a part of this function I administer a Microsoft SQL server with multiple databases, views, jobs, and Integrated Services packages. We generate daily, weekly, monthly and quarterly reporting on the key performance metrics for the different queues. I also help track and report on completion of required activities such as employee annual compliance training.

Oklahoma City, Oklahoma Area

Information Technology Help Desk Manager leading operations for outsourced Service Desk support, accountable for ensuring high quality support and customer satisfaction.• Responsible for 30+ individuals; including metrics, training, and career development.• Manage day to day operation of Level 1 Help Desk for various clients with locations in the United States, Canada and Puerto Rico.• Develop, implement and establish business policies and procedures.• Participate in cross-functional projects and/or assignments to improve operational performance and ensure infrastructure support.• Develop and implement strategic plans, initiatives and direction for a service desk spanning two locations.• Work with internal teams to resolve product and B2B issues.• Identify Root Cause for escalations to identify potential training or documentation gaps.• Responsible for personal and professional development of 30+ team members.• Acknowledge and reward team members for exceptional performance.• Implement and document corrective actions with team members when performance objectives are not met.• Manage relationship with vendors to provide contract workers and field technicians in support of the contract.

Oklahoma City, Oklahoma Area

Plan, manage, and control the activities of a team that provides operational support for a multiple clients. Develop, implement and establish business policies and procedures. Participate in cross-functional projects and/or assignments to improve operational performance and ensure infrastructure support. Work with management to develop and implement strategic plans, initiatives, and direction. Work with internal teams to resolve issues. Responsible for personal and professional development of subordinates. Develop individual goals and objectives for direct reports.Respond to customer escalations requiring manager involvement.

Oklahoma City, Oklahoma Area

Coach and train a team of up to 40 agents.Assist customers by resolving hardware/software issues over the telephone and dispatching hardware and on site technicians as needed and as specified in client specific service policies.Develop and distribute documentation relating to client Policy and Procedure.Present information in Staff Meetings as needed.Review and authorize dispatches for less experienced members of the CSQ team.Coordinate escalations to service providers to ensure client expectations are met.Handle technical escalations from level 1 technicians.Provide metric performance reports for a team of 40 agents.Monitor call volume and agent phone state to ensure service levels are met for 14 different clients.Review call recordings for auditing purposes and provide training and feedback as needed.Suggest ways to improve the service offering from Dell and add value to Customers.Work with client management to develop policies and procedures to improve Help Desk service.

Oklahoma City, Oklahoma Area

Assist customers by resolving hardware/software issues over the telephone and dispatching hardware and on site technicians as needed and as specified in client specific service policies for 14 different customer companies.Maintain current knowledge to fulfill obligations as an account Subject Matter Expert.

Oklahoma City

Professor instructing students in network technology, application development, SQL Server and legal issues in information security.

Professor in multiple classes for Bachelor of Science programs in Information Technology and Computer Science.

Oklahoma City, Oklahoma Area

Assist customers to resolve software issues over the phone and via remote connection.Author Knowledge Base articles documenting problems and resolutions for future reference.Train new hires in the function and theory behind the software and hardware in AMCAT predictive dialers.Document all customer interactions in BridgeTrack.Troubleshoot and resolve MSSQL and MSAccess database issues.Coordinate hardware purchases to ensure arrival for installations.Track installations and ensure bonuses are paid to installers accordingly.Coordinate vendor relationships, negotiating for the best prices.Review prospective vendorsUpdate website tracking current and planned installations.Assembly technical information into knowledge base articles.

Provide support for call center operations, maintaining workstation functionality, server maintenance.Perform wiring for telephony and computer network. Support Avaya telephone switch, including installation of digital and analog cards, as well as programming of extensions. Design, code and test software solutions to meet various call center needs.Install software applications for assorted inbound and outbound client operations.Install software for APAC management.Troubleshoot and repair network and connectivity issues.Troubleshoot and repair workstation hardware and software issues.Report weekly call center status listing all down workstations.Communicate with client software developers to resolve application and connectivity issues.Submit employee hours to payroll.Assign tasks to other support personnel.Coordinate client projects to ensure all local resources are properly utilized and project is completed as scheduled.Coordinate with specialists in various departments to resolve technical issues.Test and evaluate new software for IT department use.Compile man-hours spent on each project to ensure productivity.Prioritize work reports to assure production needs are met in a timely manner.Educate users on effective use of software applications.Develop macros to increase productivity.Inventory all IT hardware and software.Ensure all tapes are swapped out for nightly backups of critical systems.

Oklahoma City, Oklahoma Area

Educate members on account security.Resolve problems with account passwords.Educate members on Terms of Service.Secure potentially compromised accounts.Assist in implementing renovations in tools – improving productivity.Monitor online activity to protect the experience of the members, and to ensure security of sensitive material.Respond to members inbound technical support phone calls in a call center facility.Analyze and troubleshoot AOL software.Educate customers clearly and concisely so as to resolve technical issues.Develop and present training modules to 24 team members.Mentor team members to surpass corporate productivity goals.Create tracking tools to report expected output versus actual yield.

Oklahoma City, Oklahoma Area

I developed software which took output files from various testing equipment and imported the results into a database. The software could then be used to generate reports, tables, and graphs from that data.

Oklahoma City, Oklahoma Area

Troubleshoot, diagnose and maintain 90 computers and peripheral equipment in four on-campus computer labs within a Local Area Network.Resolve software conflicts.Acquire necessary supplies for the computer labs.Manage 25-30 lab tutors and resolve scheduling conflicts.Provide 24-hour support to computer labs and lab tutors.

Masters, Information Systems

Bs, Information Technology

Computer Science

Activities and Societies: Activities Director - Tau Theta Sigma, Guys and Dolls

High School, Regular/General High School/Secondary Diploma Program