Michael Deen Email & Phone Number

Tulsa, Oklahoma, United States

• Scheduled, marketed and taught classroom training throughout eastern Oklahoma∙ Worked with venues, planning time and ensuring resources would be available, like internet access and whitelisting for website access∙ Created ads that were promoted through social media and notifications that would pop-up through the membership system∙ Managed the attendees and classroom, occasionally working with sponsors and assisting with their presentations• Started a class request system for brokerages to request Continuing Education classes to be presented in their agents in their office• Created the organization’s infrastructure for webinar classes∙ Created a guide for how to use Zoom, specifying the settings that work best for the organization’s needs, from testing to implementation∙ Worked with co-workers and external trainers to enable their use of our webinar infrastructure∙ Successfully trained more attendees in the first 2 months of webinars than the previous year of classroom training combined∙ With the addition of webinars to our class offerings we taught 5 times as many members during 2020 than the year before• Trained new hires on systems and job requirements, including the new Outreach Trainer

Tulsa, Oklahoma Area

• Created curriculums for teaching new apps∙ Worked with BoxMLS to launch our organization’s app called MLSTech∙ Worked with ShowingTime to get members up to speed after they purchased the tool we used before, Centralized Showing Service (CSS)∙ Created a new class around using mobile apps in the field∙ Worked with RPR to help integrate new features into pre-existing training courses and acted as a consultant for upcoming changes• Learned how to use tools related to the real estate industry to the point of proficiency and received certification to train through the Oklahoma Real Estate Commission (OREC)• Trained members of the service how to use a variety of apps and web apps∙ Used Constant Contact and SurveyMonkey to poll members and cater training to their needs and wants∙ Received certification to train the national tool Realtors Property Resource® (RPR)• Assisted members by phone, email, and through the ZenDesk ticketing system• Administrated applications surrounding membership and access to tools, using Rapattoni Magic and Clareity• Assisting with usage of CoreLogic’s Matrix and Realist, Lone Wolf Transactions (formerly TransactionDesk), and Realtors Property Resource® (RPR), but also with ShowingTime, SentriLock, Office applications, and others• Supported the organization’s transition from an Exchange email server to Office 365 Business and helped deploy Teams, then Slack to executives and other users• Assisted co-workers with backing up their local files to the cloud storage in OneDrive

Bartlesville, Oklahoma

Worked as a service desk analyst and helped with their knowledge base restructuring.• Supported Phillips 66 employees, temps and external providers, in the US and internationally• Assisted users by phone, email, and chat• Deployed software to computers using Software Deployment Utility 2012• Remotely assisted users with issues through Windows Remote Assistance or Skype, depending on the user’s needs or available network connections• Administrated dozens of applications, primarily assisting with access to SAP and using the RSA multi-factor authentication, but also with Citrix Receiver, Office applications, and many others• Tasked with a special project of reviewing all user-facing knowledge base articles, over 1000 articles of varying length managed by departments around the country, checking for accuracy of information, relevance, and general proofreading

Tulsa, Oklahoma

Worked as a service desk technician• Supported City of Tulsa employees, temps and external providers, with over 38,000 users• Assisted users by phone or through email contact• Supported the transition to Office 365 Business and helped deploy Office 2016 to executives and other users∙ Created the training presentation for Office 365 rollout which would have been used to train all the departments in the city• Administrated Active Directory accounts for users and entries for equipment, in addition to dozens of applications users had access to as employees or contractors• Deployed software to computers using Deployment Console• Remotely assisted users with issues through ServiceDesk Plus’ Desktop Central, PCAnywhere, or the Deployment Console, depending on the user’s needs or network connections

Tulsa, Oklahoma

Help Desk and technical support for the New York City Department of Education. Dramatically improved the tracking and retention of new hires, backup trainer.• NYC DOE Contract: ∙ Supported NYC DOE with over 250,000 users and external providers∙ Received anywhere between 40-70 calls per day∙ Supported the transition to Office 365 Business∙ Incident Lifecycle Coordinator (ILC), this role was designed to ensure agents’ tickets were created properly, documenting mistakes, training technicians for improvement, and quantifying progress, all while reporting directly to management on greater trends∙ Created a comprehensive tracking system for new hires and their tickets in conjunction with the ILC position, dramatically improving the collection of data and the visualization of the information to suit the needs of the trainers and management Won Employee of the Month for this tracking system and it was picked up by other managers for use with other contracts and is still used to this day∙ Answering agent questions in a group chat, including helping with general troubleshooting questions on calls to call-taking policies∙ Led team meetings regarding SLA (Service Level Agreement) on a daily basis with a small team varying in size from 3-8 people∙ Back-up Trainer, leading sessions alone

Tulsa, Oklahoma

Trainer for a new desk contracted through Microsoft to support their Office 365 product.• Office 365 Business Support Contract:∙ Trainer∙ Developed training material from ground up for our team∙ Office 365 Administration∙ Provided assistance through remote support tools∙ Answering agent questions in a group chat∙ Assisted with Knowledge Base Management

Tulsa, Oklahoma, United States

Curriculum development and training manager for the site.• Top Performer – several times; Power of Service nominee• Developed tools for business needs• Resource for co-workers, from representative to management• Assisted with management duties before official promotions• Filed claims for homeowner’s insurance, small and large appliance support, computer and electronics support