Mike Catlin Email & Phone Number

Flowood, Mississippi, United States

Coordinated, managed, and scheduled all projects pertaining to client needs, including onboardings, hardware replacement, cybersecurity implementation. Utilized Microsoft Teams and AI notetaking software to transcribe notes from calls. Led multiple calls and meetings, including status calls, project meetings, policy meetings, vendor relation calls, and internal staff meetings. Facilitated coordination between departments for fulfillment of all past and current projects. Updated agreements for all clients, including new clients, clients terminating services, or service additions. Verified invoicing for client agreements and standard invoices. Maintained subcontractor list and acquisition. Verified and approved all invoicing for subcontactors. Regularly purchased and maintained device as a service inventory supply. Controlled inventory through use of Microsoft Office and ConnectWise Manage software. Maintained current service level agreements with vendors regarding third party software used to properly manage client IT infrastructure. Purchased vendor software on behalf of clients after sales approval. Generated reporting for technical documentation, task completion, support metrics, and project statuses.• Successfully completed coordination, management, and scheduling for over 300 projects. Ensured all documentation entered by office personnel before completion.• Coordinated office renovation with staff and contractors, assisted in breakdown and rebuild of support and project areas.• Reallocated hardware from other locations to new, local office.• Formalized current policies and developed new policies to better streamline customer service and accuracy.• Developed process for faster PC replacement for customers.• Consolidated inventory records for both Device as a Service and TST inventory (two separate records).• Audited firewall monitoring service with vendor partner and currently working on obtaining almost $10,000 in credit due.

Jackson, Mississippi, United States

Jackson, Mississippi Area

In this role, I demonstrate analytical skills in managing and maintaining technological systems. As part of my duties, I enable users to efficiently understand and utilize products/services through proper coaching. I maintain updated records by entering detailed documents regarding trouble cases and asset records. My duties comprise of allocating project tasks, facilitating conflict resolution, and providing constructive feedback to team members. I also resolve technical issues with employees via phone, company intranet, Bomgar remote sessions, and email. It is my responsibility to create, update, and maintain user accounts, email accounts, security groups, and organizational units in Microsoft Active Directory. Further, I ensure proper equipment functioning by visiting local branches on weekly basis and distant branches quarterly. I produce system use and functionality documentation including how-tos through emails, Word documents, and PDFs.Key contributions,• Contributed to lowering tech department costs by designing and executing projects to improve tech inventory management, control, and organization.• Launched a new CU website and home banking platform.• Set up WatchGuard reporting system to provide reports on network protection and stability.• Created and deployed an ad hoc Episys reporting system.• Played an integral role in the creation of new CU active directory infrastructure.

Ridgeland, Ms

This role required me to manage technological systems and educate users for the CPA and business advisory firm. I served as a team lead during HelpDesk personnel change to assign projects, resolve conflicts, and deliver positive feedback to team members. Working here, I maintained detailed records of trouble cases and asset records. I examined and resolved Citrix application problems. I also maintained BigWebApps (BWA) and Dell KACE concurrent ticketing systems. I managed all user accounts and troubleshot server access issues. I checked batch script integrity before installing Document Management.Key contributions,• Trained and guided employees and clients on firm-related systems use.• Delivered exceptional customer service and support via phone, email, remote session, or site visit to improve the experience of internal employees and external clients.• Facilitated design and implementation of the new KACE ticketing system.• Gained familiarity with software licensing.• Designed and updated image templates for several PC models.• Conducted monthly site visits for system deployment, maintenance, and upgrades.

Bachelor Of Science (B.S.), Psychology

Activities and Societies: Phi Theta Kappa Alumni, Psi Chi Resident Assistant, Morrison Heights Baptist Church college group volunteer

Associate Of Arts (A.A.), General Studies

Activities and Societies: Phi Theta Kappa, Mu Alpha Theta Music Hall Monitor