Michael R. Hanthorn

**** ****** ** **

Brookhaven, GA 30319

720-***-**** (mobile)

ac0ieh@r.postjobfree.com

SUMMARY

Experienced IT professional with over 3 years consulting experience as well as over 8 years’ experience in a call center providing high quality customer service. Experience with both UNIX and Windows platforms. Knowledge includes a basic understanding of networking, primarily in a Windows environment, RDBMS, and programming skills. Call center experience includes resolving non-technical as well as technical issues.

PROFESSIONAL EXPERIENCE

Transcore/Intellitrans Atlanta, GA January 2016 to present

Product Support Specialist

Support web applications via phone and email

Apps related to trucking and rail road cars

Perform admin tasks such as creating or updating users

Train end users on how to use the app

Help customers implement EDI

Troubleshoot EDI issues

SME for CarrierPoint

Translations.com, Boulder, CO November 2011 to January 2016

Technical Services Engineer

Resolve technical issues related to web based products via ticketing system

Platforms supported related to translation and localization production

Helped with configurations, updating configuration, user administration

Also, responsible for upgrades of some production sites

Help train new hires to this position

InterCall, Louisville, CO June 2006 to November 2011

Advanced Support Technician

Answer technical support calls regarding web and phone conferencing

Web conferencing platforms supported are Cisco WebEx, Live Meeting, Lotus Live, Adobe Connect

Handle escalated tickets from Tier II to completion

Manage tickets escalated within InterCall and with vendors

Act as liaison between customer and vendors or other departments within InterCall

Assist Tier II Technicians by assisting on tech support calls and answering questions

Accept escalations calls from Tier I support techs, as well as trouble ticket escalations from Tier I techs

Assist in training of new hire Tier II and Tier III techs

Special projects as assigned

Operations Specialist, Tier II Technical Support

Assist callers having issues joining and or starting conference calls

Assist callers having issues joining or starting web conferences using Raindance Meeting and Seminar editions, Microsoft Live Meeting, and WebEx

Answer technical support emails

Write tickets detailing caller’s contact information, reason for call, troubleshooting steps taken, solution achieved

Escalate tickets to Tier III support as necessary, making sure to detail all steps taken in attempting to resolve the customer issue

Take escalations from Tier I support regarding web conferencing issues

Provide technical support monitoring for specific, high visibility customer conferences

Create CD’s of recorded conferences when requested by customers

Provide functionality training for reservation less conferencing as well as web conferencing offerings

Other projects as assigned

Unitime Systems, Boulder, CO December 2004 to February 2006

Implementation Specialist

Project manager responsible for scheduling and installing time and attendance software, add on modules, and providing training for the customer

Projects were implemented both on site and remotely

Was successful at showing customers the value of adding additional products which resulted in increased sales revenue and billable hours

Worked closely with Sales, Customer Support, and Development teams to resolve issues and achieve high customer satisfaction

Web based product required setting up web sites through Microsoft IIS

Installed and configured SQL Client Tools to allow client connection to database

Set up and configured ODBC connections for import and export modules.

Usually managed 3 or 4 projects at any given time

Qwest Communications, Denver, CO April 2003 to December 2004

Sr. Quality Assurance Analyst

Monitored calls for sales, care, and collections groups for customer delight

Provided six observations per month per representative

Provided timely feedback to team coaches regarding observations

Subject Matter Expert for credit adjustments

Audited credit adjustments for accuracy

Provided guidance on use of legacy systems, Qwest policies and procedures

Worked on special projects and surveys as assigned

Updated best practices manual

Customer Relations Specialist

Took customer calls regarding all Qwest residential products and services

Provided customers with information regarding product and service offerings from Qwest

Met and exceeded daily and monthly sales expectations

Navigated through as many as 5 different systems to gather information and to place orders

Met or exceed customer’s expectations of service

Maintained a call availability rate of at least 85%

IBM Atlanta, Georgia and Milpitas, California September 2000 to December 2001

IT Specialist

Provided user management services on several different Baan systems.

Created documentation for Global Application Maintenance Services group that outlined processes such as user management and the application of software patches to the Baan environment.

Trained second level support personnel in Baan user management and software patch installation

Maintained “Sandbox” environment which allowed end users to “play” with a Baan environment that as closely as possible mirrored the production environment.

Supported IBM Learning Services by refreshing Baan data on training server and setting up training environments at locations where classroom training was to take place.

Kept Baan environment up to date with software patches and defect fixes.

Installed Baan V ERP on a server running UNIX operating system and Oracle 8i database.

kforce.com Bellevue, Washington June 2000 to August 2000

IT Recruiter

Screened candidates both for potential positions as well as for current needs.

Conducted an average of 2 face-to-face interviews a day to screen candidates for technical as well as personality fit.

Rewrote candidate resumes for submission to client companies, averaging 1 interview for every 3 resumes submitted.

Coached candidates prior to client interviews, providing them with information about the company, the position being interviewed for and tips on how to conduct themselves during the interview.

Solutionbank, Inc (now SBI and Company) Los Angles, California and Bellevue, Washington

February 1999 to May 2000

Associate Consultant

Learned Baan Tools development and administration skills, which resulted in becoming billable on client projects and achieved or exceeded proscribed metrics of a billable consultant.

Devised and implemented a data migration strategy using MS Access, which resulted in successful migration of production data to allow smooth transition from legacy system.

Both development and data migration work involved writing SQL statements.

Mentored client system administrator, which resulted in greater autonomy of the administrator and reduced need for SBI resources on project.

General Employment, Bellevue, Washington December 1998 to February 1999

Microsoft Product Support Customer Representative

Took customer calls regarding Microsoft software (e.g. Windows) and hardware (Microsoft Mouse and game controllers) and explained support options.

Activated standard support if that was appropriate and transferred calls to queue for a support engineer.

Arcada Communications (now OneStar Communications)

Customer Service Supervisor /Senior Customer Service Representative

June 1995 to September 1998 Seattle, Washington

Revised and updated Customer Service Representative (CSR) manual, which increased CSR confidence in information and decreased turnover.

Created a new department schedule, which increased department available hours from 40 to 55 per week without increasing the number of CSRs.

Hired and trained 6 new CSRs to handle increased call volumes created by merger with another communications company as well as reducing customer wait times by approximately 20% and dropped calls by 50%.

EDUCATION

Western Washington University: Bachelors of Arts in International Relations and Comparative Politics. Computer Science course work included programming fundamentals, data structures, and object oriented programming. Languages used included C, Smalltalk, Modula – 2, and assembly language.

Bellevue Community College: Completed course “Software Testing in Practice” November 2001.

Completed course “Client/Server Testing” December 2001.

Self-Directed Study: Visual Basic 6.0

ACTIVITIES

Member and former Officer of Bellevue Chapter, Order of DeMolay. Received order of Chevalier for outstanding service to the order.

Coached a youth soccer team as part of the Mercer Island Youth Soccer Association.

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