Technical Support Manager

Michael A. Lewis

**** ***** **, ********, ** ****4

Phone: Home:937-***-**** / Cell:937-***-**** / Email:********@*****.***

OBJECTIVE

To work within an organization as a contributing member that will benefit

from my technical and managerial experience, initiatives, capabilities,

work ethic, leadership; utilizing over 25 years of my technical support and

management skills.

SKILLS PROFILE

Over 25 years of providing technical support services to end users in the

retail industry

Over 15 years of managing a 24x7 Call Center.

Over 15 years of developing and managing technical teams of analysts

Exceptional analytical skills

Strong business processing skills

Strong management skills

Exceptional customer relations skills and maintaining positive working

relationships

Solid team-player with ability to handle tasks independently or

collaboratively

Consistently follow directions and meets deadlines, and results-oriented

Exceptional in multitasking, working under pressure, and attend to details

reliably

Strong analytical, organizational and communication skills

Proficient in Microsoft Word, Excel, and Power Point

Working knowledge of SQL Server and Microsoft Office Suite

EMPLOYMENT HISTORY

Sr. Manager - Technical Support Services & Operations for North America-

Retalix: Dayton OH. 2001-Current

Managed the Support Service operation which includes, a 24x7 Call Center,

several teams of Application Support Analysts, and maintenance billing and

forecasts.

Implemented best practices across all Support Departments including SLAs

and KPIs

Managed the implementation of a Global CRM system including the daily

operations, measurements, and best practices

Part of the core team to implement ORACLE ERP

Managed Logistics for Special Events

Managed a budget of over $15 million including revenue forecast and cost

controls

Technical Support Services Manager-BASS/Retalix: Dayton OH. 1995- 2001

Managed a 24x7 Call Center to manage all inbound support requests for

mission critical retail applications

Managed a team of Support Analysts for mission critical retail applications

running on UNIX, AIX, and Microsoft NT

UNIX/AIX - Application Support-BASS: Dayton OH. 1989- 1995

Senior Support Analyst for retail applications running on UNIX & AIX

Application Developer/Consultant -Software Controls, Inc.: New Carlisle OH.

1986 - 1989

Founder and President

Primarily developed general retail and retail automotive applications using

BASIC, DBII and PROGRESS

Managed all business functions for the company.

Application Developer/Installer/Trainer/Support Services

- BASS: Dayton, OH. 1983 - 1986

Developed retail applications on MS-DOS using BASIC and Assembler

Provided technical sales support and installation services

Proficient in setting up users, UNIX file structure, VI, CRON, UNIX

processes and message queues

Managed all aspects of the Technical Support Services Department including

7x24 Call Center, Technical Training, Site Installation Team, Project

Managers and Technical Consultants.

EDUCATION

Associate of Applied Science - Electronic Data Processing June,

1986

Sinclair Community College, Dayton, OH. - GPA 3.286

CERTIFICATES OF TRAINING

Data Communications Concepts

LAN Concepts

TCP/IP Technical Overview

Informix-SE System Administration

NCR - UNIX Administration

IBM - AIX Administration

Pivotal CRM - Administration

Accelerated Training for Microsoft Windows NT 4.0

Dale Carnegie - Leadership Training for Managers

NON-PROFESSIONAL ACTIVITIES

Organized yearly Thanksgiving Dinner for the homeless shelter called The

Other Place

Assist in raising charity for MS

Cleaning up neighborhood road sides

Family

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