Michael Tomaselli Email & Phone Number

Durham, North Carolina, United States

Durham, North Carolina, United States

Durham, North Carolina, United States

• Managed the inclusion of new devices into the site environment, ensuring risk mitigation and security compliance.• Led and supported projects to streamline workflow for users with varying technical knowledge and skills.• Created configurations for the Service Desk to optimize support technicians' time across the campus.• Supported manufacturing team through projects involving PC configuration for silica carbide growth.• Contributed to knowledge base articles, establishing a consolidated source of information for daily service desk tasks.• Provided technical support for executive meetings, new hire orientation, and ad hoc events.• Utilized device management strategies and software like SCCM to oversee device inclusion and management.• Distributed necessary equipment and performed appropriate configurations for executive meetings and events.

Wilmington, North Carolina, United States

● Respond to advanced reader advisory queries and complex reference questions by accessing specialized print and non-print resources along with providing basic troubleshooting of public self-service technology equipment.● Educated and assisted library patrons in utilizing technology for enhanced access to resources.● Responded to complex reference questions, utilizing specialized print and digital resources.● Promoted library resources through social media and online platforms.● Contributed to metadata coding projects and improved the library website's user interface.

• Facilitated engaging and interactive classroom sessions, utilizing diverse teaching methodologies to cater to different learning styles and enhance student comprehension.• Developed and implemented curriculum-aligned lesson plans, promoting student learning and achievement of course objectives.• Provided individualized support and guidance, addressing academic challenges and offering clarification on course material to foster student growth.• Conducted assessments, promptly grading assignments and providing constructive feedback to promote continuous improvement and academic success.

• Documented customer service processes and implemented them in the customer service software, increasing customer service accuracy by 16%.• Handled customer inquiries, troubleshot issues, and implemented solutions targeted at improving customer experience and satisfaction, resulting in a 25% customer retention rate.• Assisted in resolving customer disputes and developing solutions with win-win outcomes for both the customer and the company.• Tracked customer service metrics, tracked and responded to customer feedback, and identified areas of improvement to increase customer satisfaction.

Wilmington, North Carolina

Facilitated engaging and interactive classroom sessions, employing diverse teaching methodologies to cater to various learning styles and enhance student comprehension.Assisted in developing and implementing curriculum-aligned lesson plans, promoting student learning and achievement of course objectives.Provided individualized support and guidance to students, addressing academic challenges and offering clarification on course material to foster student growth.Conducted assessments, promptly graded assignments, and provided constructive feedback to promote continuous improvement and academic success.

Master Of Library & Information Science - Mlis, Archives/Archival Administration

Master Of Arts - Ma, European History

Bachelor Of Arts (Ba), Art History; History