Michael Wetzonis Email & Phone Number

Somerville, Massachusetts, United States

Experienced in providing efficient operational support by managing the intake process for Mercedes, including its Sprinter division, documenting vehicle issues accurately, and collaborating with technicians to prioritize repairs. Expertise in creating detailed work orders, managing parts procurement, and verifying deliveries to ensure seamless workflows. Conduct thorough inspections, prepare accurate invoices, and address customer concerns professionally to maintain high standards.Additionally, I support the service department through calendar management, scheduling, and precise documentation of issues and solutions. Committed to confidentiality and accuracy, I manage sensitive information and maintain organized records to ensure a smooth, customer-focused experience.

Concord, Massachusetts, United States

Combined customer service with back-of-house operations to support the team lead and manage my assigned team. I was responsible for overseeing vehicle purchases, pickups, and accurately assessing, documenting, and maintaining the condition of Carvana's wholesale inventory. Additionally, I played a key role in training team members, ensuring smooth operations, and upholding high standards for inventory quality and appearance.

Danvers, Massachusetts, United States

Provided customer service in-person, by phone, email, and text, and coordinated with customers the delivery of vehicles purchased from Carvana, while maintaining accurate, detailed notes of customer interactions. Operated customized single-car haulers on public roads to deliver newly purchased vehicles to customers and resolved complex delivery issues within the Carvana ecosystem. Put together fun customized care packages for customers and responded to their requests with promptness.

Working with both commercial software and custom applications, I supported integrated enterprise solutions, troubleshooting for help desk issues, and collaborating with vendors and internal IT teams to resolve client concerns efficiently. I built and maintained strong client relationships to support growth, managed application installations and configurations, and proactively identified and resolved potential issues. I also communicated effectively with non-technical clients and regularly updated executives, management, and stakeholders on IT activities and project progress to ensure alignment and transparency.

Focused business development designed to assist small businesses develop skills to drive success and growthConduct value assessment workshops and one on one meetingsAssist clients in understanding and responding to all customer interactionsImplement processes to help maximize small business growth goalsAdministered and oversaw the implementation of multiple projects for clients such as; call tracking and customer support proceduresSupport all aspects client development, and brand equity development activities, including assisting in web site development and maintenance, branding efforts, and competitive intelligenceSupport on an “as needed” basis on various projects in relationship to developing and fostering brand growth

San Francisco

Management of a support team of 10 individuals for all incoming support inquiries for all online students and faculty in a 24/7 environment; improved new student onboarding; facilitated changes to platform to ensure an easy learning curve and promote success for all users; managed and supported the office of the CIO in maintaining office, vendor management and relations with all departments, faculty and students.

San Francisco Bay Area

Managed small and mid-sized projects to completion Supported projects to resolve complex hardware and software issues Collaborated on the development of policies and procedures to better govern and improve support satisfactionAssisted in the development of SLA’s and workflows to ensure success

Greater Boston Area

Management of a support team of 15 individuals for all incoming support inquiries; planned and managed project building a co-location to increase all IT service uptime to 99.9%; administered and oversaw the implementation of multiple projects such as: a call tracking system, VoIP telephony system, desktop replacements; supported project management and work load balancing across departments, including developing systems for monitoring and tracking firm resources and ensuring projects are allocated efficiently and completed on time.

Project Management Professional Certification

Certification, Information Technology

Liberal Arts

Aws Architect Solutions Certification