Mike B. Email & Phone Number

Greater Atlanta Area

Service management for a leading Managed Service Provider through out Georgia and Florida

• Responsible for locating lost revenue streams from various service work and parts orders in excess of $120,000 a month• Verifying invoicing of customer accounts within contractual guidelines• Utilizing self created Visual Basic .NET tools to automate tasks that would normally take approximately 700 man hours to complete creating a cost savings of $15,000 monthly• Currently generating reports and tools that discover missed revenue opportunities of over $3,500,000 monthly

• Manage day to day responsibilities of 31 Level 1 helpdesk agents including creating/delivering agent, team lead, and account supervisor training and product knowledge• Maintain a 90% performance on 23 customers with 51 unique service level goals• Provided seamless transition and operation of teams in two physical locations (Peachtree City, GA and Columbia, SC) • Decreased team attrition and attendance issues by 75%, by increasing morale and developing a more rewarding team environment• Drive constant improvements and satisfaction with some of NCR’s multi-million dollar customers to increase sales opportunities with the organization including Home Depot, Meijer’s, Tesco, etc.• Directly involved in all customer prospect and bid reviews achieving 80% attainment rate on opportunities

Responsible for supervising 34 agents in a 7x24x365 environment Designed and developed automated incident management reports for internal use (which has led to a 60% reduction in time per reporting) and external use (which has led to the development of customer business metrics).Developed complete interactive website for 4 internal groups using SQL Server 2005 and ASP.NET 2.0 that interfaces with a number of proprietary business systems to improve efficiency and provide a single point of team management. Technical development manager of the Employee Success Program web interface. This tool serves as a foundation for tracking employee metrics and feedback. Analyze business requirements and create programs/web sites for NCR supported customers including; McDonald’s, Food Lion, US Postal Service, AT&T, and the US Army.

Duluth, Georgia

Hardware/Software/Networking Sales and support for end users in a retail electronics store.

Provided full service retail store which included hardware sales, manufacturing of custom computers, web site development and design, full peer to peer and server based networking solutions, and customer service and supportLead business development and sales manager, establishing 20 new accounts within 30 daysAchieved 98% customer satisfaction rating

SalesLead Sales Manager for South Carolina’s 2nd leading wholesaler of computer productsDeveloped and implemented customer service strategy which increased Retail Sales Margins by 60% in 6 monthsManaged customer support team responsible for business accounts. Achieved 95% customer satisfaction rating.

Primary purchasing agent for start-up computer company. Responsible for managing and purchasing monthly inventory of $100,000.Developed and implemented customer support strategy. Managed 6 associate customer support team responsible for retail accounts.

Promoted within three months, for the third largest revenue producing department within a Fortune 100 growth companyManaged retail sales team of 6-12 associates. Achieved Top Five Sales Margin Recognition for seven consecutive months.Twice recipient of the Best Buy MVP award for excellence in customer service and sales

Provided networking technical support for NCR sales force (Including Asia/Pac, Europe, and Mid-East) for Cisco, FORE, and Cabletron productsDesigned and developed networking support website for NCR sales associates

Computer And Information Sciences And Support Services

Major of Computer Science with focus on Business studies and implementations

Education record