Michael Eldridge Email & Phone Number

Rosemont, Illinois, United States

Rosemont, Il

Wood Dale, Il

Greater Chicago Area

Greater Chicago Area

Schaumburg, Il

• Designed, built, and implemented a combination of scheduled DTS jobs and stored procedures utilizing the BCP utility to ETL raw production data from three separate Oracle databases into a Microsoft SQL database, clean and aggregate the data, and then export meaningful reporting data to external databases managed by two separate reporting groups, enabling the delivery of accurate performance reporting on daily, hourly, and even quarter-hourly bases. • Created and published an internal website utilizing org-specific data gleaned and extracted from an enterprise trouble ticket database for use by an Intelligent Call Routing support group and its management to leverage custom reports of key metrics in order to analyze and improve trouble ticket handling processes and standards, thereby reducing group wide average ticket handle time from close to 7 days to less than 2 days. • Developed and published web-based end-user products using PHP and a combination of MSSQL and Oracle data sources for use by supervisory staff to facilitate data analysis, monitor key performance metrics, and utilize near-real-time queue statistics, resulting in the ability to more efficiently manage agent resources. • Designed, built, and implemented database driven, web-based monitoring tools utilizing java and T-SQL to produce both email and SMS alarming, decreasing average response times to systems issues from ~6 hours to under 1 hour in a fast-paced, 24/7 support environment.• Solicited new business units for migration onto an email routing platform, peaking at roughly 20 tenants and 500 agents between 10 call centers throughout the US and international locations in India, Argentina, Canada, and the Philippines, and 50 email routing queues servicing over 200 different incoming email addresses and handling upwards of 4000 email interactions per day.

Iowa City, Iowa Area

• Managed a team of up to eight desktop and server support technicians in an inbound/outbound call center, coaching them through personal skills development and process improvement training.• Liaised with center management team to identify requirements and service levels for application and desktop support efforts.• Supervised the support, administration and backups of a MS Windows NT4 domain, multiple MS SQL databases, an ACD and a PBX switch, multiple file servers, over 200 Windows PCs, and an Ethernet network.

Computer Science And Engineering

High School, College Preparatory

Activities and Societies: Sports Management Substance Abuse PreventionGraduated with honors, National Merit Scholor