MICHAEL R. HENRIQUES

***** ******* ***** ** ************, FL. 32225 abmcds@r.postjobfree.com 904-***-****

QUALIFICATIONS SUMMARY

Outstanding customer service skills

•

• Excellent communication,,analytical, and problem solving skills

• Strong technical aptitude and proven ability to determine customer problems and think “outside of the box”, if

necessary, to resolve issues quickly and effectively

• Proficient with Microsoft Windows and Apple Macintosh operating systems

PROFESSIONAL EXPERIENCE

Alpine Access

Alpine Access is a premier provider of virtual contact center solutions and services. Alpine Access’ clients include ten

of the Fortune 100 companies in the financial services, communications, technology, healthcare, retail, travel, and

hospitality sectors. Alpine Access’ home based call center model provides employees with a unique work/life balance

and allows the company to hire the nation’s top 2 3% of talent based on skills and qualifications.

Help Desk Tier 2 Representative – Jacksonville, FL 2009-Present

Working successfully and effectively within a home based call center model, I provide technical support for Sprint for

Blackberry and Palm smartphones including:

• If shift lead, managing up to 15 technicians per shift;

• Managing system outages to closure, including notifications of outage, manage conference bridge for internal

support and clients, notifications and updates to management, and perform/issue Root Cause Analyses (RCAs) and

Corrective Action Plans (CARs) as appropriate;

• Helping to develop and implement Service Level Agreements (SLAs) for the department;

• Training new members of the team; assist in evaluating team performance and provide additional training as

needed;

• Member of Quality Assurance team for continuous improvement and education for other technical members and

Alpine employees; and

• Developing, implementing, and documenting process improvements.

Beeline Operations

Support off shored support centers, payroll, and job application software. Major clients include Baptist Medical, CSX,

and Aflac.

Technical Support Representative 2007-2008

• Provided global technical support for Web based applications for HR and Financial management groups to various

partners

AOL TIME WARNER, Inc.

I joined this leading edge web services company three years after its initial public offering as one of the first 500

employees. Through my 12 year tenure at essentially a startup company, providing internal and external support, I

learned the value of thinking outside of the box, doing whatever it takes to get the job done, and how essential team

work is to the overall success of a department and the company.

Associate Technical Security Analyst – Reston, VA 2004 – 2007

• Provided access administration to network domain supporting 25,000 users and 3,700 shared drives

• Processed requests for access to company financial and advertising systems, including SAP Cornerstone

• Managed security for various databases including: Sybase, Oracle, Redbrick, and Netezza

• Administered all access rights and customer management tools used by AOL Member Services, employees,

contractors, vendors, and partners

• Administered AOL enterprise wide reporting tools including, AMS, CPR, DART, DoubleClick, and

SalesForce.com

• Performed daily account audits to ensure quality and compliance of identity management systems

Associate Support Technician – Jacksonville, FL 2000 – 2004

• Provided technical support for all company brands and divisions, including NT Administrator and AOL Account

Management

• Provided technical assistance for all software and applications used by AOL employees

• Trained new members of the team; assisted in evaluating team performance and provided additional training as

needed

• Developed, implemented, and documented process improvements

Senior Customer Care Consultant – Jacksonville, FL 1996 – 2000

• Provided third party customer service and technical support for numerous clients including Intuit, Hewlett Packard

and IBM

• Provided customer service for several on line banking clients. Train new members of the team; assist in evaluating

team performance and provide additional training as needed

• Develop, implement, and document process improvements

Representative Support Team Help Desk/Control Desk – Jacksonville, FL 1995 – 1996

• Provided technical support for a 1,500 representative call center

• Assisted call center representatives with resolution of customer support issues and technical questions

• Supported the Control Desk and assisted with completion of daily reports, monitoring the center, and

miscellaneous control desk functions

Employee recognition at AOL

Multiple awards for “Certificate of Excellence: total performance certificate for exceeding metrics”

Multiple awards for "Certificate of Appreciation: for demonstrating the aol valued work behaviors for perfect

attendance”

EDUCATION

A.A.S. Degree from Northern Virginia Community College – Annandale, VA

Willing to relocate

References furnished upon request

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