Michael Mcpherson Email & Phone Number

Program Administrator, GP Corporation (Troy, Michigan)Administer weekly new hire reports for client as well as internal quality measure reports. Update monthly metric report as well as seek reason for missed service levels. Assist with implementation of LMS upgrade. Provide level one phone and email support for LMS; includes but not limited to identifying and resolving technical concerns, login assistance, and site navigational assistance. Process client request within service level metrics as contracted. Assist Program Manager with various special projects for client.

Design and administer database application for help desk issue tracking, level 2 form management, logistical tracking, task management, and FAQ storage. Member of project team tasked to implement new Learning Management System (LMS) for client. Set up classes for course material and supply delivery. Developed and implemented new process proposal to streamline logistical aspect of clients account; includes transition of Logistics reporting to new database application. Produce and monitor vendor courseware issue escalations to vendor support desk. Create job aids and training manuals for team and training purposes as well as required call center documentation as vital for ISO standards. Assist with quality assurance of Program Administrative processes such as roster and offering management in the LMS. Provide level one phone support for LMS; includes but not limited to site navigational assistance, identifying and resolving technical and user account concerns, and information assistance.

Assist government employees with technical computer issues to complete online courses. Work closely with corporate hosting team and managers to resolve client issues or discrepancies. Notify government level one support team of client policy additions or revisions to current policies. Resolve escalations from secondary agents. Create job aids and reference guides for team and training purposes as well as required call center documentation as vital for ISO standards. Provide new hire training as well as back up training. Provide monthly call center reports to Program Managers across multiple clients. Improve and maintain call center employee training database.

Assigned to BAX Global Security department at Toledo Express Airport. Worked closely with HUB Control to ensure proper departure and arrival of pay loads for tracking purposes. Logged and inspected all vehicles and vistors gaining access to Port Authority property and obtain proper clearance. Constant Surveillance (CSS) trained and certified in 2004/2005; re-certified in 2006. Tracked and monitored overnight CSS shipments out of RDU and EWR from 11/2004 to 8/2005.

Engineered new drawing packages, including assembly instructions and material list, and revised current to meet customer sales orders; mainly electrical cable harnesses for military and aerospace applications. Monitored production processes to ensure accuracy on new projects and to prevent failures prior to final inspection. Implemented new inventory software from paper based to electronic format. Distributed engineering change orders to production line. Converted paper based drawings to electronic AutoCAD format. Created prototype assemblies for customer reviews.

Associates, Business Management

Associates in Applied Science in Management Development with an emphasis in Business Management

Mechanical Engineering