Mike Kalma Email & Phone Number

New York, New York, Us

New York, New York, Us

New York, New York, Us

Troubleshoot and resolve employees’ computer/network issues in a timely and efficient mannerLog tickets of employees issues via JIRA and document all steps taken to help resolve the matterManage and deploy new updates via JAMF to ensure all of our computers are up to date and meet our security complianceIdentified network issues and helped resolve by educating our employees on how to alleviate the stress on our network and helped find alternative routesCollaborate with other engineers to help find solutions to any network issues that developCreate articles via Atlassian Confluence to ensure employees are following proper guidelines for CanaryManage subscriptions with our vendors and weigh options for Canary to ensure we find the right vendors while saving the company moneyConfigured A/V setup in multiple meeting rooms to ensure employees had the best possible setup to present and connect remotely if neededOn-board and Off-board employees as they joined/left the company and managed all of their accounts to ensure they were up to Canary security standards

New York, New York, Us

Resolved escalations and upper level customer issues via email and phone in a timely and submitted the tickets via Zendesk for record purposesUtilized my area of expertise to help other coworkers when the issue was too complex or out of their area of expertiseMaintained a sense of urgency and consistently met deadlines when responding to customer issuesLogged customers’ issues via Confluence/JIRA and shared best practice solutions with the teamMonitored all online reviews and responded to all negative ratings with a focus on turnaround

Cupertino, California, Us

Conduct training sessions to help enhance the customer experience with their iOS and Mac productsAnalyze and troubleshoot customer issues related to iPhones, iPads and iPods Clearly communicate with customers and address any concerns they may haveManage tight deadlines while providing both consistent and excellent customer serviceFacilitate data transfers between customers’ older Macs or PCs to their new MacsManage customer time in 10 minute genius bar appointments to ensure more customers are being helpedCoordinate with sales team to ensure customer was able to be helped with any purchases they needed while their devices are being serviced in a timely mannerWork closely with team members to ensure we meet our daily goals of customer acceptance and to lower customer wait time

Ann Arbor, Mi, Us

Create and explain to employees new ways to prevent shrink/theftAssist in managerial duties such as opening/closing the store and reconciling cash depositsResponsible for ordering cafe food and suppliesAssist store manager with upcoming events Coordinate employees' schedules for the upcoming weekResponsible for stocking, ordering and displaying new releases of CD’s and DVD’sHandle telephone inquiries and resolve customer related issuesEmployee of the Month – December 2007

Prepared marketing materials, such as flyers, posters, etc.Responsible for creating and revising websites for artistsMaintained and updated artists’ schedules

New York, New York, Us

Edited artist video clips and assembled promotional materialsPromoted new artist recordings for use at sporting arena eventsResponsible for seeking out new talent via Facebook, MySpace Organized and updated artists’ websites with new contentCompiled reports of music download sales

Us

Coordinated stock and set-up for store openingProcessed merchandise sales and returnsResponded to telephone inquiries and customer related issuesEmployee of the Month – May 2007

New York, New York, Us

Sought out and researched unsigned artistsReviewed artists' submissions and created related filesPromoted new artists to radio stations and prepared marketing materialsAssisted with the design and management of artists’ websitesCoordinated and participated in street team promotional activities

Ba, Media Studies

High School Diploma