Michael Tyler Email & Phone Number

Successfully built a support team that was focused on building a foundation of processes and tools that allows for a customer experience like no other.

Alpharetta, Georgia, United States

Leading Level 1 Analyst to Level 3 Technical Specialist, focused on providing technical excellence and strategic effectiveness across North America.

Alpharetta

Provide direction and leadership to a growing Service Desk and Level 2 Cloud Support Team. Acquired by Cognizant in 2020

Lawrenceville, Ga

• Provide Support for Small, Medium, and Enterprise Clients• Top Customer Relations Specialists• Schedule all employee's in department• Manage Hiring and training for all new Service Desk Employees.• Customize all customer facing reports on a daily, weekly, and monthly bases• Weekly/ Daily Conference call updates for multiple customers• Included in major meetings with customers on improving processes• Manage process and procedures for escalating IT issues or request for on and off peak hours• Resolve issues that may arise that are needing a Supervisor Level• Manage all changes to Cisco Phone Systems• Manage queue weights for each employee• Support Project Managers with the projects they may have• Resolve basic network issue’s internally and with customers • Manage and review tickets daily.• Work with Network Engineering on projects and escalations• Created and Maintain internal SharePoint site with documents and communications as well as implemented One Note real time documentation. • Train on new customer on boarding, projects, and new employee’s• Give mid-year and yearly reviews to each employee. • Help others stay motivated to get task completed.• Work with many different ITIL ticket systems including Cherwell, Samanage, Oracle Right Now, Track-IT.

Comptia A+

High School Deploma