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.