Michael Pitts Email & Phone Number

Fishers, In, Us

Noblesville, In, Us

I am currently heading back to school to become a piano technician. I am working on courses to tune the piano, to perform basic repairs, and to educate piano owners on how to care for their instrument.My Vision- Help Hoosiers live a musical consistent lifeMy Mission- Add ease for piano owners to obtain piano maintenanceMy Values- Customer Service, Quality, Communication, DedicationServicesPiano TuningPiano CleaningPiano Repairs

Los Angeles, Ca, Us

Provided technical and business partner support of the Genesys Contact Center environment for the enterprise. Responsible as primary subject matter expert for AudioCodes WebRTC softphone and coordinator of incoming system enhancement from business groups. Performed 2nd and 3rd level support of the Genesys Contact Center platform. As part of the Contact Center Operations team, I led daily monitoring of incoming business issues, coordinate with other IT teams for change activities, and resolved issues to restore service to business associates within SLAs.Developed intake process for new small system enhancements which were not large enough for full projects. Created intake template for business requests, developed structure for entry into JIRA Epics, and deployed JIRA board to show a dashboard of all active and completed work to monitor work as it flow thru the team.Led analysis of AudioCodes phone configurations after move to Work-From-Home during pandemic to eliminate connection and performance. Coordinated with vendor to provide updates to phone firmware to increase resilience after reboots and create more consistence connectivity after reboot of phoneLed enterprise deployment of AudioCodes WebRTC infrastructure and WebRTC plug-in into Genesys Workspace Desktop Edition. Deployed AudioCodes SBC, One Voice Operations Center (OVOC) and WebRTC web servers into 2 data centers to support approximately 2500 agents covering 4 regional service center sites.Developed automated process for updates to AudioCodes phones to support both firmware updates and security certificates for network access controls (NAC). Completion of the update automation resulted in over 300 hours of time savings from manual process to perform phone updates.

Los Angeles, Ca, Us

Provided technical and business partner support of the Contact Center environment for the enterprise as we transitioned from Aspect ACD over to Genesys Contract Center.As part of the project team to convert over to Genesys....I translated business requirements into detailed data requirements, data flows and integration specifications.Acted as a liaison between the business, other IT teams, and developers, provide support and direction for contact center conversion.Performed both high level and detailed system / data analysis for the use of contact center technologies, such as interaction treatment / routing and reporting, as well as call center technologies, such as CTI/IVR and call recording, in a SIP environment.Led deployment of 3000 AudioCodes phones in the enterprise.Coordinated deployments to Genesys as business groups changed-over from Aspect to Genesys.

Los Angeles, Ca, Us

Provided technical and business partner support of the Aspect Call Center environment located in multiple sites. Responsible as primary subject matter expert for voice recording platform. Developed and presented clear, actionable analysis and technology recommendations to business partners.• Developed and presented analysis to business to reduce inbound Telco circuits resulting in a cost savings of approximately $50,000 per year• Implemented Aspect ACD components to support rollout of Genesys CTI/IVR implementation• Coordinated and facilitated the rollout of critical patches keeping systems at current revisions• Diagnosed and resolved multiple major incidents in the Contact Center environment to bring system back to 100% and minimize impacts to business partners• Successfully tested and deployed contact center software in support of enterprise Windows 7 deployment• Provided accurate, well-documented artifacts for all change records and problem investigations• Developed and presented information to Senior Managers and Directors at contact center governance meeting resulting in improved business visibility to technical issues and concerns and educating key customers on system capabilities and performance• Developed detailed tip sheet documents for users and helpdesk associates to decrease system questions and issues after system upgrades

Los Angeles, Ca, Us

Performed primary support for Novell and Windows file servers by reviewing monitoring logs and reports to ensure server functionality. Executed routine upgrades and patching to support software updates and security vulnerabilities. Completed many site server and technology upgrades on time and within budgets.• Configured multiple Cisco 6500 switches during site network upgrade and assisted in installation of new Cisco router at new facility• Proposed, presented and initiated server rack upgrade project to replace outdated infrastructure including cabinets, wiring and power system creating better reliability and supportability

Los Angeles, Ca, Us

Led desktop support efforts for financial business associates having technical issues at Indianapolis facility. Supported the implementation of new hardware and software, virus protection definitions, and system inventories. Performed file server backup tasks and secondary support of the Novell Netware server accounts.• Implemented new backup tape system resulting in 30% reduction in tape usage and costs.• Directed new technical associates’ training / on-boarding into the department• Developed automated script to update Novell Netware 4.1 client resulting in gained time during system migration

Maintained technical hardware and software of systems in both an office and plant production floor. Provided remote plant support for Rushville, IN and Marion, IN facilities. Installed and repaired LAN / WAN wiring infrastructure and related equipment.

Supported hardware and software for 60 user network. Performed Novell Netware administration and database administration for parts / production system. Provided end user software / PC function training and assistance. Supervised team member who performed data entry and report analysis.

Contracted by Hillenbrand Industries, Batesville, IN. Designed and implemented databases for various departments. Analyzed customer requirements, developed database designs and executed customer training on completed databases. 11 databases completed in 5 month period.

Santa Clara, California, Us

Solved technical questions from engineers, buyer, and students in a three state district. Oversaw the testing / deployment of demonstration equipment and distribution of product literature.Alternated work and school from Sophmore to Senior years at University of Evansville.

Piano Tuning And Repair

Bachelor Of Science (B.S.), Electrical Engineering