Michael Speer Email & Phone Number

Branchburg, New Jersey, United States

Branchburg, Nj

•Working in a live-call support environment, the Triage TSE assists Kronos customers with hardware/software issues.•Add a personal touch to the support engagement. Make the customer feel known and understood by reviewing case history to assure familiarity with the system environment.•Review/assess technical situation and establish case priority/severity in accordance with the service level agreement.•Research support cases, knowledge bases/repositories, user/administrator manuals, and Internet resources in an effort to deliver technical solutions.•Manage case-load in adherence to departmental goals/policies.

Florham Park, Nj

• Mentored over 10 new associates• Call mentor cross trainer for up to 6 associates evaluating and providing feedback on current procedures and actions• Managed accrual process revisions to initiate time savings in SBS TLM• Designed documentation currently being used for processes for entire business unit• Managed distribution of tasks to DSC team in India leading to nearly 8 hours of time savings for SP Team per week• Managed pay period change revision process leading to client wait time savings of over 5 daysTASKS•Use World Class Service to provide resolutions to client inquiries. Referring frequently to multiple departments and contacts• Configure and troubleshoot benefit accruals and time off in client databases• Author and publisher of Cross Departmental Weekly Newsletter• Author and Reviewer of documentation for LUMIN online knowledge database• Configure database interfaces for multiple products to communicate• Mentor and train new associates• Consult with Data Services Conversion team in India; training on procedures and new tasks.• Act as a point of contact for inquiries, training and questions for entire Business Unit• Work with internal and external clients to reach mutually beneficial configurations for their databases•Work with 3rd Party vendors to configure interfaces accommodating to clients•Assist clients and associates with issues and inquiries about newly enabled functions and interfaces

Parsippany, Nj

• Use World Class Service to provide resolutions to client inquiries. Referring frequently to multiple departments and contacts• Configure interfaces between multiple products working with internal and external clients• Work with clients to reach mutually beneficial configurations for their databases• Work with 3rd Party vendors to configure interfaces accommodating to clients• Assist clients and associates with issues and inquiries about newly enabled functions and interfaces

Parsippany, Nj

• Solve problems and resolve issues of high-risk clients using the World Class Service method. • Bridge together multiple departments to attain the goal of top quality client service. • Trained and mentored new associates, as well as a main resource to the team to resolve client issues.• Train and provide feedback to new contacts in service techniques, utilizing our software, and instantly conveying a first and lasting impression of our top-notch service team.

Bachelor Of Business Administration (B.B.A.), Marketing

Network Technician Degree