Sign in

Manager, Customer Service, Administration, Technology

Roswell, GA
February 25, 2020

Contact this candidate


Michael Everett

Sandy Springs, GA



Dedicated Manager aligning various management and implementation skills with core business needs and objectives. Strong and ethical Manager who takes pride in Team and Company accomplishments. Proven success with on-time project, research and analysis of deliverables. Expediency in customer service and problem resolution. Innovative and thinks outside-the-box, striving for process improvement and cost reduction.


JONES DAY (law firm), Atlanta, GA 1986 – 2013

IT Manager / Technology Support Services Manager [RET]

Managed the Technology, Training, Word Processing and Litigation Services Departments - 22 people within all four areas. (Previous positions within the company were: Word Processing Supervisor, Word Processing Manager, Assistant IT Director (previous law firm before merger), and then IT Manager (since 1994))

●Functioned as Customer Service and IT Manager for the Atlanta office of 400+ people; routinely interacting with various firm offices nationally and internationally.

●Chaired Committee tasked to standardize print devices for worldwide firm use (over 35 offices); largely reduced number of print drivers to be maintained firm wide.

●Planned and managed office budgets, using MS Excel, at times exceeding $2M; routinely arriving at 75% – 85% budget-to- spend ratios.

●Coordinated with Architects for an office move and infrastructure design; including cabling, wireless, and security, as well as equipment, network and PBX (telephone switch) move). Accomplished over one weekend; online and operational for the Lawyers by the following business day.

●Presented business case plan, project cost projections and work-flow analysis for migrating to multi-function devices (MFDs) vs. a 80+ print device purchase. Eliminated the need for dedicated fax area.

●Negotiated various maintenance contracts; locking in 5-year rates, negating yearly price increases.

●Planned and managed project for fleet replacement (using MS Project) of 32 MFD / print devices, working with vendor (Xerox) staged, quality controlled and pre-configured equipment which minimized operational downtime at user work areas. (Process was adopted across many NA offices.)

●Worked closely with Attorneys and Clients for conference room A/V setups; PowerPoint creation, WebEx and Technology Support for large meetings.

●Streamlined under-used equipment during budget process through analysis; decreased inventory and acquisition costs.

●Created, programmed and implemented Lotus Notes databases for the office used daily for communication access; morning memos, courier sheets, timesheets, records transactions and vendor contacts.

●Coordinated and managed off-site National and International meetings – responsible for all remote IT setup.

●Managed successful office expansion; floor build out project.

●Researched and analyzed websites using various capture tools; extracting information needed in high profile litigation cases.

●Responsible for software implementation and upgrades; routinely completing the projects ahead of required schedules.

●Served on various Committees for software/hardware evaluation and selection. (HP Service Desk, Meeting Room Manager, SendWord Now)

●Recruited and selected new hires for technology, training, word processing and litigation services areas.

●Worked with vendors on many break/fix applet issues to enable Document Review Teams to use hosted web based document review sites through a secured PC environment.

●Routinely sought opportunities for the Atlanta office to participate in software early adopter initiatives.

●Responsible for creating and maintaining best practice documentation relating to network backups, data restores and file security.

United States Air Force, Rapid City, SD 1980 – 1984

44th Security Police Squadron Administrative (Orderly Room) Manager (1980 - 1984)

44th Strategic Missile Wing Historian (1984 - 1986)

Michael Everett Page Two


●HP ServiceDesk (help desk ticket tracking), LogMeIn Rescue (remote assistance), SendWord Now, MeetingRoom Manager, Good Mobile Messaging, ITIL, VISIO, Lotus Notes, MS Office Suite 2007 (Word, Excel, Access), MS Project, Telephone Switch Administration (Nortel Option 61), Citrix Remote Access, VPN

●Project Management (responsible for software and hardware upgrades) (process improvement review for cost effective implementation and delivery to aid in minimal customer interruption)

−Office moves, office build out (technology, cabling, AV, Security, etc.) and relocation; planned floor build out and office move

−Yearly equipment procurement, staging, delivery, process and budget planning


−Created, managed and tracked local and firm accounts using MS Excel

−Produced monthly budgetary spend / projection and variance analyses seeking cost reductions where possible

●Inventory – maintained MS Access databases (Moves / Adds / Changes)

●Customer Service – daily interaction for software, hardware, special requests and research, project implementation, marketing and training

●Remote Site – planning, setup, cost coordination (A/V setup, design and support)

●IT responsibilities – server room, PBX, security system, printers, MFDs, A/V, LAN/WAN, wireless, Conference Center (setups and technology support); 400+ people (lawyers and staff) daily support

●Network and Infrastructure Upgrades – coordinated, supervised, and implemented changes

●Vendor coordination and management – various projects (A/V, conference room wiring retrofit and implementation)

●Contract negotiation and maintenance


●Community College of the Air Force

●North Georgia Technical College – Novell (CNA)

●South Dakota School of Mines & Technology


●Situational Leadership Management II

●FrontLine Management Training

●Various webinars (Management, Bring Your Own Device, Changing Faces of Technology)

●Lotus Notes database design


●Optical Concepts (previous Partner)

●Thrift Exchange (previous Partner)

●Greyfield Partners (real estate/property negotiation, management, rehabilitation)

●The Hope Store (previous non-profit Board member and volunteer)

Contact this candidate