Michael Kleinman Email & Phone Number

Mesa, AZ

• Oversaw internal IT and technical support departments, ensuring efficient operations and high-quality service delivery across all functions.
• Measured team performance metrics daily, weekly, and monthly, conducting quarterly performance reviews to drive continuous improvementand accountability.
• Developed and refined process flows, including call escalation procedures, talking points, and troubleshooting guides, enhancing operationalefficiency and customer support effectiveness.
• Resolved escalations with high-priority clients, maintaining customer satisfaction and strengthening client relationships through prompt andeffective issue resolution.
• Ensured HIPAA compliance through comprehensive security training, data control policies, and continuous monitoring, safeguarding sensitiveinformation and maintaining regulatory standards.
• Designed and implemented the company’s cloud strategy, networking, and security systems, optimizing infrastructure for scalability, reliability,and cost-effectiveness

Mesa, AZ

• Oversaw a team of technicians, managing hiring, training, scheduling, and performance evaluations to ensure an efficient workforce.
• Handled escalated technical support issues in complex or high-impact situations, providing solutions and maintaining customer satisfaction.
• Created and maintained documentation for process flows, including troubleshooting decision trees, scope-of-work policies, and acomprehensive knowledge base.
• Assisted with incoming technical calls during triage scenarios to identify and address commonly recurring issues, enhancing support efficiency.
• Regularly reported on team performance, customer issues, and resolutions to upper management, facilitating informed decision-making andstrategic planning.
• Managed the technical support department budget, ensuring efficient resource allocation and cost-effective operations.

Mesa, Arizona, United States

• Assisted Tier 1 technicians in resolving support issues, enhancing overall team efficiency and customer satisfaction.
• Handled call escalations from other technicians to resolve issues quickly, minimizing downtime and ensuring prompt service delivery.
• Trained incoming technicians on troubleshooting, internal tools, and company policies, ensuring a smooth onboarding process and consistentservice standards.

Phoenix, Arizona Area

Supported customers in resolving WAN connectivity issues, computer access/operational problems, and handled general customer requests and complaints. Escalated business-scale and larger customers to Support level 2. Was given call volume and quality metrics to achieve monthly.