Customer Service Management

**** ********** ***** ***#***

Bowling Green, KY *2101

Cell Phone: 270-***-****

Primary E-mail: ***********@***.***

Secondary E-Mail: ********@****.***

Targeting IT/Management Position

Objective

I am presenting to you my achievements, leadership skills, motivation, aggressive work ethic, and

energy which has given me the ability to excel in my current technical position as a leader. I am

currently faced with the daily challenge of rapidly resolving technical issues while guiding my

team smoothly through challenging encounters. I submit this information with the intentions to

obtain a position in the IT field that will allow me to grow while leading individuals through any

kind of situation and most importantly, achieving success. I believe my drive to be unmatched and

dependability to be one of my most transparent attributes along with quickly and successfully

adapting to an ever changing environment.

Education

Warren East High School Graduate (Academic Diploma)- 1996

Western Kentucky University Attendee – Will hold my A.A.S. in Computer Information

Systems target graduation date of mid 2013. Below are a list of some classes already

completed:

COMPUTER OPER SYSTEMS

ADV SOFTWARE APPLICATION

NETWORK ADMINISTRATION

WEB & MEDIA DESIGN (Dreamweaver)

INTRO TO COMPUTING

ELECTRONIC SPREADSHEETS (Excel 2010)

Military Background

I joined the USMC in January 2002. I graduated from Parris Island and was sent to the Fort

Knox, KY armor base where I graduated as an (1812) M1A1 Armor Tank Crewman. I was a

reservist at Echo Co. 4th Tank Battalion up until 2011. I held the rank of E5 (Sgt.) where I

was a Platoon Sargent and responsible for 20+ Marines and approx. 12 million in military

equipment. I held the position of Tank Commander in Red Platoon where I was responsible

for my own tank and crewman. I don't know that I could have taken a better single course of

action which could have better developed my leadership skills. While in the Marine Corps I

received tanker of the year honors twice along with multiple other written accommodations.

Work Experience

Dell Infrastructure Solutions (Jan2009 to Present)

Jan 2009 to mid 2010 (Service Desk Agent) - I started as a service desk agent where I gained

invaluable customer service knowledge. I started on a healthcare account where the bulk of

my clients were doctors and nurses. I had a chance to increase my soft skills tremendously at

this time and realized that customer support was something I had a passion for and wanted to

pursue.

Michael Arthur

Mid/2010 to Present (Service Desk Teamlead) - I transitioned from an agent to my current

role where I hold the position of Enterprise Technical Support Analyst. I am a Team Lead for

the largest Dell/Perot legacy healthcare service desk account. We support over 40,000+ users

and 20+ hospitals along with hundreds of offsite locations. We are a tier 1 service desk that

focuses on inbound calls along with email and voicemail support. The service desk has to be

familiar with over 100 applications for the associated hospitals and locations. I have since the

inception of our service desk had a chance to improve my technical knowledge on numerous

healthcare applications. I am responsible for 15+ customer service agents and the along with

day to day client facing activities. Below are some of my daily/weekly tasks in my current

position.

Current Daily Tasks:

Advanced knowledge of our OPAS reporting tool. I am required to constantly pull numbers

and reports in regards to Service Desk SLAs via several different reporting tools (Client, SBI)

and are entered into Excel. Extensive understanding of graphs and charts within Microsoft

Excel and Microsoft Word. Accustomed to presenting to leadership once complete.

Running of daily meetings with agents and also the client.

Running of weekly meetings with the larger towers within the account. Generate in-service

reviews to proactively identify more effective ways to resolve end user’s issues.

Daily interactions with my agents where constant training is performed along with

communication about their real time performance.

The screening of my agents calls where I listen for opportunities for soft skills training and

that they are following service desk SOPs.

The screening of agents ticketing process within our OPAS tool where we submit tickets not

only for our (FCR or First Call Resolvable) issues but as well as the tickets submitted to the

Tier 2 onsite teams.

Handle troubled callers who wish to speak with service desk management.

Responsible for creation and maintaining of our Word Forge knowledge database for agents

use with incoming calls. Our account section in Word Forge contained over 1000 active

articles.

Extensive skills with managing a large schedule between two service desk locations and

approx. 30+ service desk agents.

Utilization of our jump servers for our account where we are expected to maintain tools for the

use of our agents

The management of our Avaya call queues where constant attention has to be paid in order to

most effectively maintain optimal service desk performance

Maintain excellent communication between our tower and Service Management in order to

identify and proactively intercept possible outages that our service desk may encounter.

Responsible for representing the Service Desk on technical bridge lines when outages and

issues occur 24 hours a day.

Constantly available for my agents anytime that they may need additional support in order to

best perform their duties. I believe that a good “open door” policy is a must.

Merits and Accomplishments

Maintained an above par SLA for the account for the entire two years to date. The account

has never been below the contractual agreements and have never had to pay out penalties as a

result.

Received agent of the month (2) times while on my first healthcare account. This is

determined by generating a collective grade of all locational employees by metrics that a

service desk agent would be responsible for.

Currently hold a 3.24 GPA in my Major related curriculum. I am able to display concentration

and self discipline by maintaining a productive schedule while going to school and working

full time.

Michael Arthur

Southern Kentucky Towing and Collision

I began working at Southern Kentucky Towing as a Rollback Driver. I worked extensively

with the movement of vehicles from tow away lots to the business lot. I also worked with the

local police agencies to tow vehicles that were impounded. Was responsible for truck

maintenance and upkeep. I also helped in the collision center with cleaning and removal of

parts. I also helped with the ordering of parts and inventory of parts on hand.

Warren County Regional Jail (Deputy Jailer)

I worked as a Deputy Jailer and was responsible for the supervision of inmates inside the

facility. My duties included the processing of incoming inmates and movement of inmates

within our facility and the nearby court house. Was a member of the SERT (Special Response

Team) within the jail and was certified in CPR and weapons certification.

Nyloncraft of Kentucky (Plastic Injection Molding) 1996 to 2004

I was hired on as a press operator where I was responsible for maintaining a machine and

supervised the production of parts. I was responsible for quality and packing for that

machine. I was promoted to Mold Technician where I was responsible for the changeover

of a machine to run different jobs. Not long after I became a Process Technician which

constantly watched the presses to ensure maximum production, efficiency and utilization

of all jobs running. I then became a shift supervisor where I was directly responsible for

30+ workers on my shift and it was an off shift where management was not present. I

attended multiple managing seminars and learned a great deal about handling and

mentoring individuals.

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