Michael Timmer Email & Phone Number

United States

Round Rock, Tx

List of Experiences:ServiceNow Reporting Advisor for various accounts (Customer Implemented ServiceNow as well as Internal ServiceNow with Multiple Domains)SQL Data extraction for reporting BPO Report Process Development in Healthcare IndustryState and Federal Level Clearances acquiredITIL V3 Foundation CertifiedHigh proficiency using Microsoft Access and Excel to quickly produce reports and processes outside of standard reporting capabilities.Reporting Project Management in Global Team Environment IBM Cognos experienceRemedy experience

Served as North America field training coordinator to meet aggressive customer service metrics with aim of ensuring all active field personnel are certified to service Client and Enterprise level hardware.Designed, administered and maintained reporting tools utilizing various data resources to identify and focus on service successes as well as improvement opportunities.Led development of service technical expertise to foster positive customer experience. Interfaced with customers, program management offices, North America managers at General and Field level, and 3rd parties to achieve certification metric goals.Designed, built, and maintained database system to produce a weekly training matrix report which listed all technicians and their required certifications - this helped save valuable manager time by keeping them informed of their team’s training status.Maintained data translation tables to work with electronic call management system which ensured products were properly identified for time management efficiency.Designed, built and implemented local database system to populate certification data into skill-based call scheduling system – helped ensure proper skill assignment.Continuously administered customer Learning Management System supporting approximately 1500 technicians (employees and contractors) in US and Canada.Served as customer project team subject matter expert in development of next generation Learning Management System.Constructed and controlled technician weekly feedback system for damaged parts returns and reminded field managers of parts return care and proceduresSix Sigma Lean Green Belt Trained (Juran Institute)Previous Assignments:Service Delivery Coordinator, Major Account Program Management OfficeInstallation Services, Major Account Program Management OfficeService Delivery Coordinator, FieldService Technician, Field

Houston, Texas Area

Assisted in development of strategy based sales automation application.Consulted with client to formulate sales communication campaign.Installed software in client/server environment.Configured software to automate sales communication strategy.Trained key customer support personnel.Supported key customer support personnel.