Manager Customer Service

Name: Michael Audet Address: ** Leonard

Caverly Rd. Strafford, NH 03884

Phone: 1-603-***-**** Email:

********@*********.***

Skills: Remedy Development in versions 3 - 6, No experience using

Remedy 7.x out of the box application suit. ARS custom built

applications and custom Service Desk administration including but

not limited to Incident, Problem, Change and CMDB, Event

Management module with streams from outside tools like HP Open

View and Site Scope. Windows administration basics, Ad-hoc Remedy

reporting and some Crystal reports writing with basic SQL/PLSQL

query building, Extensive experience in all phases of application

workflow definition, design, development, QA, implementation and

support.

Restaurant and retail work with experience as a

supervisor and an Assistant Manager. Construction work

installing replacement windows and siding in

customers homes and businesses using a company vehicle and

tools. Know the importance of customer

satisfaction and doing the job right the first time. Good time

management skills and ability to prioritize

activities and manage customer expectations. Excellent driving

skills ranging from taxi, pizza, newspapers and

daily deposits for banks to the federal reserve. Good

leadership and customer service skills and a

willingness to go the extra mile..

Experience:

InteQ Corporation, 100 Crosby Drive, Bedford, MA

01730 (November 1997 to October 2008)

. Provided training to members of the System Administration staff

and Service Desk.

. Definition and implementation of application administration

standards and procedures.

. Designed and Developed new Remedy functionality and integrations

to support IT infrastructure.

. Worked with various groups within the company to identify system

issues and improvements.

. Responsible for all troubleshooting and repair of production

issues as related to Remedy.

. Identified, translated and built process flows and the needed

Remedy workflow to support them.

. Managed multiple IT related projects at once including planning,

executing and keeping delicate timelines.

. Created and maintained documentation of applications and

infrastructure used to support the environment.

. Trained and educated other team members on development and

design principles.

. Creation of ad hoc reports and the building of custom macros for

various groups and applications.

. Perform QA on applications being staged for move to production.

. Own, maintain and support development and staging environments.

. Lead and perform all Remedy workflow moves to production.

. Served as team lead and lead developer as well as a solution

architect through out my career.

. Built our own Service Desk application from scratch called

InfraDesk using the Remedy architecture.

. Delivered and setup our Remedy built application in development,

staging and production environments.

. Gathered and implemented functional requirements from various

business groups.

. Used requirements to design and develop new workflow to support

business processes.

. Ability to work with various customers, employees and

stakeholders to deliver solutions/enhancements.

. Performed ongoing enhancements and workflow customizations.

. Provided tuning to assure that an acceptable level of

performance was maintained at all times.

. Trained several employees to eventually take over the role I was

delivering as a consultant.

. Worked with service engineers and DBA's to solve issues and

enhance the systems performance.

. Responsible for the daily application administration tasks.

. Streamlined the application to support call center users and

staff based on business process map.

Other Career Fields from February 1982 to November 1997

. 8 Years Construction doing Replacement windows and Siding with

several years as crew lead.

. 2 Years property maintenance and on site management of a 12

townhouse complex in Warner NH.

. 5 Years+ Restaurant and retail including restaurant shift

supervisor and host to cashier and convenience store Assistant

Manager. Worked all shifts and performed most all functions in

both restaurant and retail.

Education Level: Some High School, GED and 1.5 years of secondary

education at ITT Technical Institute.

Desired Salary: $40,000 - $60,000

References InteQ: HR Manager, Jody Ward, 1-781-***-****

Direct Manager, Ron Michaud 1-781-999-

6856

Chief Technical Officer/President, Yash

Shah 1-781-***-****

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