Service Operations

Mike Severson

218-***-**** **************@*****.*** Hawley, MN

Solution-focused professional contributing skills to a team determined to provide exemplary, client-focused technical and network support and administration. Demonstrated capacity to analyze issues and execute lasting, efficient resolutions. Experienced in a variety of operating systems, technical languages, applications and hardware with a proven ability to master emerging tools, technologies and techniques as well as their implementation

Core Competencies

Experience planning, designing and implementing Dynamics CRM environments

Provide technical support to multiple commercial customers

Provide superb customer service

Excellent verbal and written communication skills

Highly motivated

Excellent time management and organizational skills

Troubleshooting multiple different technical issues across various platforms and technologies

Friendly, reliable, honest and patient

Committed to helping others

Life-Long learner who takes ownership of continuing self-education

Strong work ethic

Successful trainer in technology

Expert in Dynamics CRM, Windows Server (Including Azure), SQL Server (Including SSRS and SSIS), BASIC (forerunner to Visual Basic) and XML

Proficient in C#, HTML, JavaScript, AXAJ, TCP/IP, DHCP, Network protocols and hardware such as switches and routers, and Visual Basic.

Professional Experience

Eide Bailly Technology Consulting: Fargo, North Dakota Feb 2012 – Jan 2016

Infrastructure Engineer

Support the Microsoft Dynamics business production environment for the Dynamics business line of business for Microsoft

Used SQL Server daily

Responsible for patching of the Azure IAAS servers

Collaborated with developers to improve the environments and reduce temporary fixes of recurring issues (needed to read and understand code in C#, JSON, HTML, and JavaScript)

Support level 3 for user issues

Researched the code for answers to issues

Proficient at SharePoint, Azure, and C# (Including asp.net and .Net Framework)

VMC Consulting Corporation: Fargo, North Dakota Dec 2007 - Feb 2012

Support Engineer/Content Portfolio Manager

Provided excellent technical support without compromising customer service

Closed support cases on a regular basis without needing to escalate further

Worked with various teams to reduce the time from incubation of an article idea to when it is published on the web

Reduced the collective time that a team consumes on content and thus enabling more time to focus on support needs

Led the CRM support team in top box satisfaction surveys from end users (a major win as the CRM used to be the lowest scoring team)

Trained new staff on tools used in everyday work

Technical expertise in Dynamics CRM, XML, SQL Server, and Windows Server

Proficient in Active Directory, Exchange, Mac OSX, multiple protocols including TCP/IP, DNS, DHCP

Experienced in networking (Switches, hubs, routers, LAN, Proxy)

Managed KEs and technical writers to ensure content published was accurate and on time

Fox Systems: Fargo, ND Oct 2006 – Nov 2007

EFI Technical Specialist/System Administrator

Organized the EFI internal documents and made then ISO compliant

Resolved problems with XML files which clients submitted for processing (required hacking the files to find the bugs in the file)

Monitored business systems and ensure they were working properly to ensure business continuity

Activate/Deactivate users in the systems

Trained new staff on the EFI functions

Education and Certifications

Trinity Bible College

Bachelors of Arts (May 1996)

Ellendale, North Dakota

Certifications

Microsoft Virtual Academy – Dynamics AX and C#

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