Michael Arsenault Email & Phone Number

Fairfax, VA

Manassas, VA

Falls Church

Provided leadership to a team of support professionals and maintained the help desk vision by providing guidance and the tools necessary to be effective in their position. Monitored trends on current techniques to improve scheduling and employee retention to reduce stress and create a repeatable customer experience.

Developed service desk team and infrastructure based on company objectives with a focus on continually evolving and the ability to repeat excellent customer satisfaction. Used ITIL based KPIs to create metrics and provide insight into the service desk and utilization. Created and maintained Sharepoint and Articulate training information. Managed a team of.

Solely responsible for supporting the 10 highest executive members of Gannett and the 10 highest within USA Today and their assistants. Created information to present to executive teams regarding business needs. Created and updated batch scripts to reduce man hours of work and improve efficiency.

Took leadership role and developed support team with management for the Virginia office. Created policies, knowledgebase and training material for new support employees. Worked with vendors to reduce office expenses.