Customer Service Technical Support
Resume:
Michael A. Ambersley
Saint Louis, MO
m: 636-***-****
adwjlb@r.postjobfree.com
Professional Summary
Outcomes-focused Information Technology Engineer with solid background in Data Center Technology, Project Management, and Technical Support success for leading organizations
Proven talent for aligning business strategy and objectives with established technical support and customer service management paradigms to achieve maximum operational impacts with minimum resource expenditures. Results-driven thought leader possessing extensive knowledge of VOIP, SD WAN, IP networking systems, and ITIL. Exceptionally dedicated professional with keen interpersonal, communication, and organizational skills, as well as cross-functional collaboration, problem-solving, and customer engagement expertise. A former professional athlete with an unwavering commitment to consistent learning and development, process improvements, and customer success.
Core Competencies
Technical Support & Consultancy
Team Collaboration
Reporting
Customer Service
Streamlined Communications
Presentation
Issue Resolution
Engineering Solutions
Process Optimization
Professional Experience
World Wide Technology, Maryland Heights, Mo.
CONSULTING SYSTEMS ENGINEER (USACE) December 2021 to November 2022
Spearheaded the provision of optimized support to the US Army Corps of Engineers Sales Team.
Aligned objectives with sales team members providing technical presales consulting.
Engaged with customer delivering customer presentations, developing Statements of Work, Request for Proposals (RFPs), and Request for Quote (RFQ) responses, and generating Bills of Materials.
Recognized and served as the technical lead and PoC for all IT related opportunities, acting as a thought-leader on the resolution of all technical issues.
Cultivated meaningful and beneficial relationships across the customer base as well as World Wide Technology's partners.
Collaborated with engineering resources, enhanced customer satisfaction and WWT value-add.
Identified new opportunities, reviewed requirements, authored proposals and technical write-ups.
TECHNICAL ENGINEER (VBG), June 2019 to December 2021
Played integral role in supporting the Verizon Business Group project including the creation and optimization of engineering solutions related to Verizon Business customer needs.
Held accountability for enhancing day to day project activities and managed specific production and operations cost reduction projects.
Progressed the creation and maintenance of device centered templates, responding to a wide range of customer solution requests, and maintaining and optimizing project process.
TECHNICAL SOLUTIONS SUPPORT, October 2015 to June 2019
Facilitated the provision of support for internal requests submitted by the inside sales and field sales teams seeking technical assistance and/or validation for specific customer requirements.
Tasked with providing technical assistance that included product configuration assistance, product research, deal registration support, and/or technical training and certification testing.
Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities.
Perused technical manuals, conferring with users, or conducting computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
Various Teams, Various Locations, December 2005 to November 2016
PROFESSIONAL ATHLETE
Attended scheduled practice and training sessions on a daily basis.
Analyzed the strengths and weaknesses of opposing teams to develop game strategies.
Ensured the maintenance of optimum physical fitness levels by training regularly and following nutrition plans.
Assessed performance following games, identifying strengths and weaknesses, and making adjustments to improve future performance.
Accomplishments:
Drafted 43rd overall in MLS Superdraft – FC Dallas, 2005
Offensive Player of the Year and team MVP, AC St. Louis, 2010
Offensive Player of the Year and team MVP, Tampa Bay Rowdies, 2011
North American Soccer League (NASL) Best XI selection, 2011
NASL Soccer Bowl Champion, Tampa Bay Rowdies, 2012
First signing and team captain, St. Louis FC, 2015
Previous Experience
Indiana University, Bloomington, IN, August 2001 to December 2005 STUDENT ATHLETE
Education and Credentials
Bachelor of Science (B.Sc.) in Sports Marketing & Management, 2005
Indiana University, Bloomington, IN
Certification
Juniper MIST
Juniper Session Smart SD WAN Accreditation
Dell Laptop
Cisco Business Value Analyst
Awards and Honors
Offensive Player of the Year and team MVP, AC St. Louis, 2010
Offensive Player of the Year and team MVP, Tampa Bay Rowdies, 2011
North American Soccer League (NASL) Best XI selection, 2011
NASL Soccer Bowl Champion, 2012
Collegiate National Champion, 2003 & 2004
Big 10 Freshman of the Year, 2001
Volunteerism
Ranken Jordan Pediatric Bridge Hospital, 2003-2005
Johns Hopkins All Children’s Hospital, 2011-2012
Additional Information
Languages: English
Technical Proficiencies: Windows, Linux (Red Hat, Ubuntu), AS/400, Mac OS, servers, routers, LAN, wireless LAN, Microsoft Exchange, Active Directory, Microsoft Office Suite, Microsoft Project, Access, Crystal Reports, SAP, BASS Marine, EDMS/Documentum, Visual Basic, Cisco Commerce (CCW), Juniper Networks Configurator
Interests: Golfing, fishing, coaching soccer, traveling, spending time with family
References
Jim Kavanaugh
Chief Executive Officer (CEO)
World Wide Technology
adwjlb@r.postjobfree.com
Tim Reise
Sr. Director Sales Operations
World Wide Technology
adwjlb@r.postjobfree.com
Tom Strunk
Chief Financial Officer (CFO)
World Wide Technology
adwjlb@r.postjobfree.com
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