Michael Maya Email & Phone Number

Virtual, Austin, Texas

Virtual, Austin, Texas

• Coordinates online enhancement efforts for 3 clients via confluence, allowing them to rapidly upgrade online end-user functionality and reduce call center activity • Collaborates with Lead Analysts to assess the time estimates and priorities of up to 100 projects to be deployed each quarter for 3 separate clients. • Guides operations team and client contacts to forecast upcoming work and identify outstanding questions surrounding requirements and the scope of the work that will need to be completed

Virtual, Austin, Texas

• Independently implemented an annual employer reporting tax project (with over 120,000 employees) and maintained it for four years with a call-in dispute average of .01%• Coordinated errors and omissions efforts to drive down active escalations from 200+ down to less than 10, which earn the first excellent rating in 8 years from clients and was maintained during my time servicing them.• Coordinator for a team of software developers, to implement up to 30 database changes every quarter, starting with planning and ending with maintenance for each project.

Virtual, Austin, Texas

• Spearheaded initiative to restructure the layout of the healthcare plans page to make the online customer experience flow more naturally, resulting in fewer calls during the customer enrollment process.• Managed the full scope of test planning and testing efforts for the annual enrollment process for the first time in 2016, which resulted in the lowest number of calls during that annual period and beyond.• Coordinated projects with team developers by tracking steps from planning through deployment and assessed the time needed for each process following SDLC best practices.

The Woodlands, Tx

• Restructured online plan information page by creating a logical flow and layout, resulting in a 70% reduction in calls related to issues finding forms on that page.• Identified system issue impact counts by writing SQL queries based on the logic for the issue being encountered.• Ensured system software changes were made and corrected by creating and executing test plans that would be used to catch any possible issues before deployment.

* Worked 20 hours a week, while attending college full time.* Setup computers and projectors for professors * Repair classroom computers both by appointment and on call* Maintenance including: replacing hardware, fixing common software issues and cleaningequipment

* Worked 15-20 hours a week, while attending high school full time* Performed maintenance on all company computers and restored/maintained computers asneeded* Designed artwork for t-shirts, decals and banners using CorelDraw and Adobe Photoshop* Ran Vinyl Machine used for the printing and cutting of decals and banners