Mike Herschell Email & Phone Number

Laval, Quebec

Lead all hardware support, onboard new products into our product portfolio and develop new in-house designed hardware for our industrial gas, diesel and propane telematics needs.

Montreal, Canada Area

• Responsibilities unchanged from those held in the Antwerp, Belgium office.

Montreal, Canada Area

• Chosen to take over administration and support of the Rosemount 753R with iTraX® telemetry system for liquid and gas inventory management from Emerson Process Management
• Go-to person and first point of contact responsible for all technical issues, communicating directly with European, North and South American customers
• Configure, monitor, and manage the installed base of almost 5000 Rosemount 753R units deployed, measuring tank level and pressure to prevent costly tank outages
• Liaise with Mobile Virtual Network Operators (MVNO) for SIM card activations, network performance or outages
• Interact with billing department and customer account matters
• Identify in-field device failures and deliver Return Merchandise Authorization (RMA) warranty claims

Antwerp Area, Belgium

• Provided technical support of satellite terminals to over 250 Value Added Resellers (VAR) and customers located in 38 countries around the world
• Pre-sales consulting, post-sales training of Satamatics / EMS Global Tracking / Honeywell Inmarsat-D Machine to Machine (M2M) satellite terminals (D+ and IsatM2M)
• Administered terminal activations and message deliveries via SMTP, FTP, HTTPS or SMS
• Wrote programming scripts customized for each customer’s needs effectively controlling satellite terminal behavior
• Met with customers facilitating sales staff with new product sales, CeBIT trade show in Hanover, Germany
• Trained customers on all aspects of the system including our proprietary Message Handling System (MHS)

Toronto, Canada Area

• Single point of contact for Telus dealers, fleet managers as well as end users supporting and troubleshooting the Fleet Complete real-time fleet tracking software, Automatic Vehicle Location (AVL) hardware, Intermec.
• Bilingual telephone and e-mail support to French speaking Canadian provinces
• Assumed senior role within support group, taking responsibility of more difficult issues, training of junior analysts
• Performed firmware upgrades both locally and over-the-air (OTA)
• Provided training of the Fleet Complete system to customers via Microsoft Office Live Meeting
• Collaborated with in house software developers, hardware vendors and customers to implement new features such as GPS geo-zones and Location Based Services (LBS)

Toronto, Canada Area

• Provided technical support to 3000 Livingston Customs Brokers located across Canada and the United States
• First point of contact for incident and problem management prior to triaging to other support specialists
• Troubleshooting of all systems including: PC, Citrix thin client, BlackBerry, voice and data networks, VPN, Microsoft Exchange, Active Directory, application software and web-based applications
• Liaised with Canada Border Services Agency (CBSA) handling Electronic Data Interchange (EDI) issues
• Supported Transport Canada's Registrar of Imported Vehicles (RIV) website
• Rotating 24/7 on-call technical support ensuring customer Service Level Agreements (SLA) were met

Toronto, Canada Area

• Single point of contact and technical support for the entire TD Bank Financial Group workforce (corporate offices, retail bank branches, Financial Service Representatives and Financial Planners, TD Waterhouse, etc.)
• Efficiently prioritized and documented problem resolution, including proactive reporting of potential high severity issues impacting the organization (bilingual ITIL compliant Service Desk)
• Administered Lotus Notes client e-mail configuration, archiving, replicating, restoring from backup, password recovery, and BlackBerry Desktop synchronization
• Instrumental in preventing an additional 4000 calls per month to the service desk by pinpointing the source of an intranet website authentication problem, agents incorrectly performing IBM ACF2 mainframe password resets
• Known for high first contact resolution, eliminating repeated customer callbacks
• Met Service Level Agreement (SLA) of 80% of all calls answered within 30 seconds, less than 4% calls dropped

Toronto, Canada Area

• Sales support to 8000 computer dealers and Value Added Resellers (VAR) across Canada supporting built-to-order (BTO) Proteva and Touch Media Center PCs
• Provided technical support to residential customers, troubleshooting and repair of home computers
• Assisted in hundreds of Windows operating system reinstalls and driver updates over the phone
• Handled built-to-order computer warranty claims from Staples, Business Depot and Bureau en Gros retails outlets
• Performed depot service repairs as well as travelled to perform in-home residential PC repairs
• Participated in building technical knowledge database by updating and enhancing internal company documentation

Toronto, Canada Area

• Supporting and troubleshooting HP computer hardware and software products in a call center
• Provided pre-sales support to customer requests for information assisting them in their buying decision
• Handled 2nd level escalations, customer callbacks and e-mail support
• Successfully resolved LaserJet printer issue, enabling office of Prime Minister to disseminate reports in time

Français Langue Seconde, French Studies

Dutch For Foreigners

Diploma, Electronics Engineering Technology (Communications)

Electronics Engineering