Michael Douglas Email & Phone Number

United States

Columbus, Ohio, United States

Ann Arbor Mi.

Technology Services, Service Desk Manager

Ann Arbor

CUSTOMER EXPERIENCE TEAM, LSA IT Service DeskThe Customer Experience Team, under LSA IT, is mainly focused on improving Faculty, Staff, and Students experience with technology to further the college mission in advancing Education and Research.• Utilize creative problem-solving and strategic thinking skills to make executive decisions as team leader.• Create, refine and implement process improvements for the services offered by LSA IT.• Administer policy and procedure documentation for new and existing services within the department.• Interview potential department candidates with self-generated questions and hiring material.• Compose training material and checklists for new hires and initiate a schedule for continued mentorship.• Initiate work space improvements, consistency standards and common communication channels among the five LSA IT office locations throughout the campus.Past Projects:• Strategized a single point of contact within the four separate groups of LSA Technology Services toprovide customers with more clarity and better experience.• Analyzed an average of 21,000 support request tickets and compiled a list of recommended improvements that focused on the most trending issues.• Identified efficiency opportunities and created on-boarding and off-boarding web forms for LSA Facultyand Staff. Resulted in a reduction of time required to complete IT access requests from five days to lessthan two days.• Developed a coordination and communication plan to handle critical IT issues that adversely impact alarge portion of LSA.• Collaborated to implement a collective Knowledge Base and Knowledge Management System.• Lead and directed the opening of two new offices for unit relocations and strategic walk-in support.• Created an inventory for LSA IT loaner equipment and integrated the process across multiple locations.• Centralized a new Mprint printing process to provide a consistent, standard service for LSA.

Ann Arbor, Michigan

• Manage a team of up to 40 individuals and allocate labor for both the precinct and sales floor• Utilize time management for maximum efficiency while assessing repair triage for 100 computers• Respond to client issues by leveraging client satisfaction and appropriate business decisions• Align team on daily and monthly goals according to projected revenue and NOP targets• Led Employee Experience Team to sustain a positive, healthy and team-oriented environment

Westland, Michigan

• Managed a 15-person team and held responsibility for developing employee skill set opportunities• Interacted with clients to perform diagnostics and repairs on both software and hardware• Analyzed daily precinct revenue, addressed client concerns and promoted growth for the brand• Leveraged client traffic through proper labor utilization to enhance a positive client experience and promote a profitable business rhythm

Detroit, Michigan

Behavioral Psychology and Neuroscience Lab• Worked under Lab Coordinators, Dr. Matthew Galloway and Dr. Farhad Ghoddoussi• Received training about Magnetic Resonance Spectroscopy on NMR magnet and conducted neurochemical profile analysis on tissues of interest• Executed poster presentation for the Department of Psychiatry and Behavioral Neuroscience Research Day; poster was entitled, “Disrupted Glutamate Neurochemistry in the Brain Stem of Claudin-11 Null Mice: Implications for Proper Auditory Function”

Taylor, Michigan

• Held responsibility for opening/closing the store and creating bi-weekly schedules• Supervised 3-5 employees, set daily expectations and regulated company standards• Balanced daily revenue and labor hours to maintain profitability• Conducted interviews and advised through the new employee process

Detroit, Michigan

Electrophysiology Lab• Worked under Lab Coordinator, Dr. Karen Myhr• Performed mice retinal mounting/tissue samples to measure action potentials in retinal ganglion• Assisted in animal dissections, learned pH balancing and developed pipetting techniques

Nutrition And Food Science, Bachelors Of Science

Activities and Societies: Secretary for the Neuroscience Learning Community, Scholars Day scholarship recipient, I-START Mentor 2010-11.

Certification Of Emt Basic