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Technical Support Manager

New York, New York, United States
August 30, 2017

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Elizabeth J. Michel

Blueground Technologies Hastings-on-Hudson, New York

****-******* ********* ******* *******

• Manage day-to-day Technical Support operations and staff to support BGT’s software: DIAMOND TRACK (Desktop) and DIAMOND TRACK Online (SaaS), inventory tracking/accounting software for the diamond/jewelry/gemstone industry.

• Increased client satisfaction from 60% to 95% by improving staff ticket/call response time, implementing effective problem resolution techniques and training staff and improving interaction with clients.

• Created documentation for installations, guides for clients and a ‘wikipedia’ for staff.

• Supervise staff on installation and configuration of desktop product including Microsoft SQL server installs.

• Resolve conflicts of BGT software with operating systems and peripherals.

• Analyze, troubleshoot and resolve issues in MS SQL

• Manage technical support software (remote access and support ticket system) including SLAs and reports

• Manage new client on board process for both software products including providing training.

• Handle sales calls and present product demonstrations to prospective clients.

• Sales: Responsible for a 75% increase in new clients contributing to a 80% increase in annual revenues. Starbucks Scarsdale, New York

2010-2012 Supervisor

• Managed staff and store operations in demanding high-volume branch.

• Increased store’s cleanliness standards in 2011 to “best in 10 years” assessment. Maintained ranking for two years.

• Improved and maintained Customer Satisfaction (collected via customer surveys) from 55% to 100% EJM Enterprises dba Irvington, New York 2007- 2012 Founder/Owner

• Helped businesses and individuals gain more control over time and space, reduce stress, and increase productivity by providing information and ideas, structure, and comprehensive organizational systems including network and computer solutions.

Weil, Gotshal & Manges LLP New York, New York

2005-2006 Senior Access Administrator

• Managed firm-wide User Administration including creating and maintaining Employee Administration database for tracking requests; communicating with Human Resources and other IS departments; managing creation of user accounts in all computer systems (Novell, AD, DocsOpen, Notes and DTE) and follow up with users. Trained relevant staff 2003-2005 Senior Network Administrator

• Created, managed and maintained Firm’s backup strategy using Veritas’ Backup Exec with diverse tape libraries and tape devices for 16 offices including daily management, troubleshooting and training staff. Worked with Tape Storage vendor to manage and maintain Firm’s tape stock at off-site facility including daily management and supervision of delivery and pickup, maintenance of tape stock inventory and training staff.

• Managed New York Office User Administration process including the design and management of Employee Administration database for tracking requests, communicating with Human Resources and other IS departments, managing creation of user accounts in all computer systems (Novell, AD, DocsOpen, Notes and DTE)

• Managed distribution of patches and upgrades for Firm’s Windows and Novell servers (~275).

• Diagnosed and resolved problems as requested by the Financial Systems, Secretarial/Document Production and other Administrative departments.

1994–2002 Weekend Network Administrator

• Provided on-site weekend support for firm personnel including resolution for any network problems, all firm and standard software applications and remote support.

• Managed weekend support staff (technical and helpdesk).

• Provided network support including monitoring servers; documenting physical/logical information; retrieving files from archive disks/tape backups and diagnosing, correcting and replacing hardware/software as needed.

• Developed and maintained Lotus NOTES databases for Network Infrastructure Documentation; Network Server Information; and Employee Administration tracking (utilized by Human Resources and IS Department). EJ MICHEL • • 917-***-****

Elizabeth J. Michel

1994 Microcomputer Specialist

• Assisted firm personnel with all software applications including troubleshooting (phone) and on-site support.

• Installed software applications (network and standalone). EDUCATION

Diploma ( Piano ); Mannes College of Music, New York, New York M.A. (inc.), Arts Administration ; American University, Washington, DC BA, Liberal Arts ; Louisiana State University, Baton Rouge, Louisiana National Honor Society, Mortar Board, Omicron Delta Kappa, Who's Who in American Colleges and Universities; Sigma Alpha Epsilon, Theta Alpha Phi.


Computers/Devices PC, Mac, Chromebook, iPhone, iPad, Android Operating systems Windows (7, 10, Server), Mac, Chrome OS, iOS, Android Software Google G-Suite, Microsoft Office, Outlook, IBM Notes, MS Project, SQL Server, WordPress, Veritas Backup Exec

Server VMWare, Active Directory, Group Policy

Security McAfee, Norton, AVG, MicroTrend, Malwarebytes Remote VPN, Citrix (GoToAssist), LogMeIn, VNC, VMWare, Virtual PC DB and Programming SQL

Cloud Computing Office Online, Google G-Suite, AWS Cloud Storage Services Dropbox, Google Drive, OpenDrive, OneDrive, iCloud, iDrive Network Services DNS, DHCP, TCPIP, UUCP and VPN

Network Protocols TCP/IP, UDP, VLAN, VPN, XNS, PPP and SLIP. Hardware Network Protocols Ethernet 10/100mb and 1Gb (copper and fiber), ATM and Token ring Communication/Disk Hardware Cisco routers, Bay Networks, HP switches Additional Skills Technical writing, training and classroom instruction; Sales presentations EJ MICHEL • • 917-***-****

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