Customer Service Management
Resume:
Michael R. Reese
************@**********.***
[pic][pic] 817 Charles Street
Willowick, OH 44095
CAREER SUMMARY
IT Professional experienced in the roles of Help Desk Analyst / Desktop
Support / IT Support / PC Technician. Experienced includes the support
and management of a corporate local area network (LAN), that includes
servers, personal computers, and printers. Well versed in maintaining
network hardware and software, network monitoring, database management,
security and providing technical support to end users both on-site and in
remote locations. Creative problem solver with strong customer service
orientation dedicated to effectively serve end user needs and meet
corporate objectives. Key Skills Include:
Strong Administrative Abilities Strong Communication
Highly Organized Detail-Oriented
Reliable / Dependable Works Well with Others
Problem Solving Flexible / Adaptable
Strong Work Ethic Quick Learner
Microsoft Office Suite Server / PC Hardware & Software
Management
PROFESSIONAL EXPERIENCE
University Hospitals-Case Medical Center, Cleveland, OH Jun
2010 - July 2010
(Worked as a Consultant / Contractor under Robert Half Technologies
(Cleveland, OH)).
EMR Issues Logger, EMR Command Center (Help Desk/Call Center) Jun 2010
- July 2010
The EMR Command Center was established to support UH workers in various
locations, as they implement and 'go live' with their Electronic Medical
Records (EMR) project. The EMR project (UH Care), is one of their major IT
Projects for 2010. Worked as part of a support team, made up of both UH
employees and several consulting / contract workers. Responsibilities and
Tasks include:
. Taking initial support calls that were placed to the EMR Command Center,
recording details on the problems (issues) the user was having.
. When possible, route the calls to other members of the support team,
based on the problem / issue - such as Security (access), Meds
Management, FAST Team (specific applications, technical / misc. issues)
or the Incident Lead person (Team Supervisor) - for further assistance.
. When appropriate members were unavailable or by recommendation of the
Incident Lead person, would record more specific details on the user's
problem (issue) - completing a log form (CMC EMR Activation Issue
Tracking document) and submitting it to the Incident Lead person, for
review.
. Received completed log forms from the Incident Lead person (with an
assigned Priority & Category) and enter data into their issues database -
for further follow-up by support staff.
. Entered hardware related issues (Workstations, Servers, etc.) that were
reported as froze up, slow performance, not accessible, etc - into the
Technology Support database, for immediate follow-up by their staff.
Merit Brass Company, Richmond Heights, OH Dec 1990 -
Jul 2009
National manufacturer, wholesaler and distributor of stainless steel,
brass, chrome plated and aluminum pipe nipples.
Administrative Assistant, Manufacturing Department Sep 2005 - Jul 2009
Performed administrative tasks for middle management supervisors in
Manufacturing department. Participated as a member of an ISO Quality Audit
team, which reviewed the corporate Quality Management System.
. Performed daily Maintenance of employee timecards (regular, sick,
vacation hours) for department employees and at 3 warehouse locations.
Generated weekly reports for supervisors and upon request.
. Ran Weekly Hours Report and updated weekly budget spreadsheets and
company intranet for associates in the manufacturing department.
. Handled Daily Data Entry of Cutting and Threading production for
manufacturing employees and packing production for packaging department
personnel.
. Performed initial data entry for work-related incidents and distributed
paperwork to human resources staff.
. Performed Monthly Internal Quality Audits of various departments. Tasks
included meeting with employees and management within departments, and
reviewing written procedures to determine if adherence and conformance.
Reporting tasks included completing checklists, audit summary reports,
and submitting them to the Quality Coordinator.
Systems Administrator, IT Department Dec
1994 - Sep 2005
Windows NT 4.0 Multi-Server Environment (Jan 2001 - Sep 2005)
Unix (DG-UX) Single-Server Environment (Dec 1994 - Dec 2000)
Managed Network Server and PC hardware, software, and related
documentation, Database Progress Environment, and ERP (Syteline)
Management. Provided technical support for users both on-site and remote
locations. Maintained Phone System hardware and software, and provided
support for UPS & FedEx Manifest Systems (stand-alone systems) in all
locations.
. Maintained hardware and software contracts and training records for
associates in the IT Department.
. Implemented Barcode technology and designed package labeling used in 3
warehouses.
. Installed computer equipment for remote distribution centers in Sparks,
NV, in 1995 and Dallas, TX in 2001.
. Researched, proposed, and implemented a new phone system for the
corporate office in Cleveland, OH in 2005.
Programmer / Analyst Dec 1990 - Dec 1994
Modified and created new programs using the hardware vendor's (Qantel)
proprietary programming
language (compiled basic). These programming changes were requests
submitted by users and written up by their supervisor, regarding the
changes that were needed.
CERTIFICATIONS
A+, Network+ (CompTIA)
ADDITIONAL TRAINING
Advanced Help Desk Support Training Course
ALG Training Center, Solon, OH
ISO 9001:2000 Internal Quality Auditor Workshop
QAI (based in Indianapolis, IN), Cleveland, OH
EDUCATION
Associate of Applied Business, Data Processing Major
Cuyahoga Community College, Parma, OH - 3.4 GPA
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