Michael Walter Hopfe

**** ****** ***** ** – Nashville, TN 37221

Cell: (916) 591 - 8183

advjmv@r.postjobfree.com

CompTIA A+ Certified [ COMP001020184956 ]

[CompTIA A+ Re-Certification requirements completed May 2016]

[CompTIA A+ Re-Certification requirements completed January 2019]

[CompTIA A+ Re-Certification requirements completed November 2021]

Recognized by Asurion as being the best of the best for the Nashville site

and in the United States for “Put Customers First.” (12/11/2017)

OBJECTIVE: 01/24/2023

To obtain a Full Time Direct Hire Permanent position in the area of Information Technology Tier One or Administrative Assistant that utilizes my current technical and administrative skills and provides the opportunity for professional growth by enhancing skills and learning new technologies

COMPUTER SKILLS:

Technical skills:

MS Office

MS Visio

Active Directory

Exchange Server

Network Cabling

Network Standards and Protocols

Networking WAN/LAN

Wan Technology

Lotus Notes 8.5 and Lotus Sametime February

Basic Programming (Visual Basic, Scripting in Linux)

Linux Systems Administrations

Operating Systems: 10, 7, XP, Vista, MS Server, Linux

Networking Application Services and Security

Database Development

Cisco Routers

Network Standards and Protocols

General skills:

Proficient in use of:

Windows 10

Windows 7

Windows XP

Microsoft Office XP (Word, Excel, PowerPoint, Outlook)

Microsoft Office 2010 (Word, Excel, PowerPoint, Outlook)

Microsoft Office 365 (Word, Excel, PowerPoint, Outlook)

Citrix Workspace

Microsoft Teams

Skype for Business

Networking WAN/LAN

Internet

IBM PC

WORK EXPERIENCE:

Member Services Representative at Planet Fitness – Nashville, TN 10/2022 – Present

•This position will be responsible for creating a positive member experience by providing a superior level of customer service to Planet Fitness members, prospective members and guests

•Greet members, prospective members and guests, providing exceptional customer service

•Handle all front desk related activities including:

•Answer phones in a friendly manner and assist callers with a variety of questions

•Check members into the system

•Take prospective members on tours

•Sign up new members calculating rates and monthly payment amounts

•Assist the Club Manager in counting out the drawer as needed

•Facilitate needed updates to member’s accounts

•Respond to member questions and concerns in a timely and professional manner and elevate to Assistant Manager or Club Manager as needed

•Assist in maintaining the neatness and cleanliness of the club

•Completing daily assigned within first hour of your shift

•Helping complete priority cleaning list each day

•Completing walk-around and bathroom checks periodically

•Helping complete any special cleaning projects as needed

•Other duties and responsibilities based on club needs

•Continual standing and walking during shift

Administrative Assistant 2 at Idemia – Brentwood, TN 9/2022 – 9/2022

•Contract was cancelled in less than two weeks because the manager left

Member Services Representative at Planet Fitness – Nashville, TN 2/2022 – 9/2022

•This position will be responsible for creating a positive member experience by providing a superior level of customer service to Planet Fitness members, prospective members and guests

•Greet members, prospective members and guests, providing exceptional customer service

•Handle all front desk related activities including:

•Answer phones in a friendly manner and assist callers with a variety of questions

•Check members into the system

•Take prospective members on tours

•Sign up new members calculating rates and monthly payment amounts

•Assist the Club Manager in counting out the drawer as needed

•Facilitate needed updates to member’s accounts

•Respond to member questions and concerns in a timely and professional manner and elevate to Assistant Manager or Club Manager as needed

•Assist in maintaining the neatness and cleanliness of the club

•Completing daily assigned within first hour of your shift

•Helping complete priority cleaning list each day

•Completing walk-around and bathroom checks periodically

•Helping complete any special cleaning projects as needed

•Other duties and responsibilities based on club needs

•Continual standing and walking during shift

•Will occasionally encounter toxic chemicals during shift

IT Help Desk Analyst at UBS (contract) – Nashville, TN 12/2021 – 1/2022

Answer inbound calls from our internal clients at the branches.

Educate clients on account services and capabilities

Have basic computer troubleshooting skills for tier 1 support and document and ticket calls.

Perform efficiently in a fast-paced, changing environment, handling a wide variety of tasks

Strong organizational skills, attention to detail, and excellent follow-up skills

Superior customer-centric focus, with proven ability to thoroughly resolve customer inquiries

Proficient in Microsoft Office Suite

Citrix, Good for enterprise, or Active Directory is a plus

Windows 7 navigation skills

Basic understanding of computer networking

Monitor, speaker, mice and keyboard troubleshooting.

Remote access tools to assist clients

Outlook and Microsoft office troubleshooting skills

Customer Service Representative at Asurion – Nashville, TN 6/2014 – 7/2021

Provide a world-class customer service experience for customers by answering questions and diffusing frustrations.

Build trust with customers and provide quality results in an efficient manner.

Use advanced technical knowledge to solve technical support for programming and equipment issues.

Proficient using Windows 10, Windows 7, and iCare to insert data on condition of the customer’s cell phone/laptop/tablet/device to find best way we are able to assist the customer

To determine if the device needs to be replaced through insurance

or to determine if we are able to schedule a time for technician to come to their location to repair the phone by replacing the screen

Answer a wide array of questions and provide education on complex issues, self-resolutions and offer value-added services.

Using technical skills to guide the customer through the steps of what needs to be done to turn off the Find My iPhone feature – either from the phone itself in Settings or from internet access on a different device using the iCloud website

Premier Support Specialist at Asurion (training program) – Nashville, TN 1/2014 – 6/2014

Provide a value added experience with outstanding customer service to customers while resolving issues related to their device(s).

Remote access to customer’s device

Use knowledge based system and other tools to deliver technical support solutions.

Assist customers with device set up and device education.

Provide customers with logical trouble shooting to resolve operation issues.

Remote access get into customer’s device directly

Consistently meet or exceed productivity and quality goals.

Cigna (contract) – Franklin, TN 4/2014

Post Deployment Support Tech role - Windows 7 Migration.

Three day contract through A3 Solutions, Inc.

Installing Windows 7 onto new computers; transferring data from Windows XP computers to Windows 7 computers; assisting employees with any questions about using the Windows 7.

Schneider Electric (contract) – Nashville, TN 7/2011 – 10/2012

Lead Computer Tape Operator – In charge of backing up all computers on site.

Experience using Lotus Notes 8.5.

Experience with DataBase.

Keeping track and recording tapes being sent offsite and tapes coming onsite.

Dell Computers, Inc. (contract) – Nashville, TN 2/2011 – 3/2011

IT Help Desk – Help resolve computer problems for ADT employees on a call in basis.

Perform tasks with self-motivation and initiative independently and as part of a successful team.

Support the testing environment and the testing lifecycle by reporting defects using the defined reporting process.

Maintain proficiency in the application and use of systems, tools, and processes within the department’s scope.

Monitor data security.

IT support to maintain positive working relationships with clients

Organize workload to meet deadlines as assigned by the team leadership

Create, maintain, review, and adhere to required departmental processes and procedures

Technical issues resolved to promote customer satisfaction and quality customer service

Analyze and identify system defects through functional, regression, and performance testing.

Installing Windows.

Reactivate accounts.

Password Reset.

Remote Desktop – Remoted onto client’s computer, found and resolved the issue, and completed the job successfully

Worked with ticketing System:

Remedy – Assigned tickets to Sev 1, Sev 2, and Sev 3

OTHER WORK EXPERIENCE:

SMG Knoxville Convention Center – Knoxville, TN 7/2008 – 12/2008

HR Clerical Assistant / Operations Department

Conducted analysis of documentation in personnel files to facilitate a database for future reference; assisted with a project to archive four years of files of former employees; filing; emailing; photocopying; auditing of personnel files for accuracy of time-off logs.

Worked in Operations Department as needed.

Connor’s Steak and Seafood Restaurant – Sevierville, TN 5/2006 – 4/2008

Greeter

Responsible for greeting and seating customers and interacting with guests to ensure they had a pleasant dining experience.

National Council on Alcoholism and Drug Dependence 8/2003 – 1/2005

Administrative Assistant – Sacramento, CA

Provided administrative and computer support to a five-member staff and five clinically certified counselors; regularly updated client files and records; prepared letters and flyers about program activities to be mailed to clients; interacted with clients recovering from alcohol and drug dependency; responsible for answering phone calls and forwarding callers to appropriate staff members.

Filled in for other staff members when they were unavailable to greet and assist clients; also performed their job duties when needed; participated in staff meetings and regional activities.

Office Assistant, Cooperative Education Program 6/2000 – 8/2000

College of Engineering and Computer Science, California State University, Sacramento

Responded to students' questions about the Co-op Program; created Excel spreadsheets with student and employer information; updated Co-op files, student data, and employer contact information; created flyers for student recruitment activities; covered office during Coordinator’s absence; interacted with other Co-op staff and with staff members in the College Dean’s Office; completed other tasks as assigned.

Student Assistant, Student Enrichment Program,

University of Arizona, Tucson 8/1999 – 5/2000

Used Microsoft Word and computer graphics to create program flyers; responded to students’ emails and telephone calls; prepared mailings to students; completed other clerical duties as assigned.

Volunteer Service:

Vice President of Communications, Nashville Symphony Chorus 12/2011 – 8/2012

Member, Nashville Symphony Chorus 1/2009 – 8/2017

Member, Cades Cove Preservation Association — Maryville, TN 7/2008 – present

Grace Community Fellowship — Maryville, TN 9/2005 – 11/2005

Interim Minister of Music – Responsible for leading worship service through music.

Member, Gospel Music Association — Nashville, TN 4/2005 – present

EDUCATION:

Professional Development – Nashville, TN 10/2012 – 7/2013

Enrolled in courses at New Horizons, Nashville. Prepared for CompTIA A+ certification exams. Passed both components on first attempt.

ITT Technical Institute – Knoxville, TN GPA: 3.87 12/2008 – 6/2010

Associate in Applied Science – Computer Networking Systems

Academic Excellence - Highest Honors Graduate Perfect Attendance

Alpha Beta Kappa National Honor Society and Who's Who in American Colleges and Universities

The University of Arizona – Tucson, Arizona GPA: 3.2 8/1998 – 12/2002

Bachelor of Arts in Music - Voice Emphasis Minor: Theatre Arts (acting)

Dean’s Honor List Languages: German and American Sign Language

Chi Alpha Epsilon Honorary Society and Golden Key National Honorary Society

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