MICHAEL L. STRAUB

*** ***** *** **. ****: 512-***-****

Buda, TX 78610 Email: adyvr9@r.postjobfree.com

Help Desk Technician

Energetic Senior Help Desk Technician with a passion for innovation and a flair for problem-solving. A key contributor in developing and implementing new processes, continuously seeking out fresh challenges to excel in. Demonstrating unwavering commitment, consistently delivering top-notch performance in resolving technical issues and providing exceptional user support. Instrumental in crafting comprehensive documentation to streamline operations and improve user experience. An invaluable asset in onboarding and training new employees, sharing knowledge and fostering a positive team dynamic. With a blend of enthusiasm and expertise, I strive to make a positive impact while embracing new opportunities for growth and development.

Areas of Expertise

§Result Orientated

§Innovative Professional

§Excel in Complex Problem Solving

§Strategic Planning/Analysis

§Prioritizing Work Tasks

§Creating and curating knowledge

§Microsoft Tool Automation – PowerApps/Power Automate

§Time Management

§Escalation Management

§Atlassian Tools

§Customer Driven

§ServiceNow Reporting and ticket management.

§Team Collaboration

Professional Experience

Wholefoods, Austin, TX 2019 - Present

Senior Service Desk Technician

Created a new tagging process for incomplete Portal Tasks that has allowed us 100% visibility in determining ticket trends.

Created a new process for tracking call types that allowed for a 60% increase in call tracking accuracy.

Worked with Knowledge Admin and created a process for that led to a 30% increase tracking of knowledge use based on CI and WI.

Created Tech Stop Appointment Request process that allowed for over an 150% increase in appointment creation and ticket tracking for Tech Stop, updated Form based on new methods learned during the creation of the PTO Request Process

Created PTO Request process, added complex Logic on the back end to output Form information, add approvals for shift coverage and leadership and output all to a SharePoint list for easy tracking, allowing 100% visibility and a single place to track PTO Requests

Wholefoods, Austin, TX 2016 - 2019

Help Desk

Consistently a top performer on calls and tickets.

Integral in receiving two Hand Held Units and creating the documentation on how to troubleshoot effectively

Flexible team player, balancing multiple projects including build, phone calls and tickets.

Continuously improving processes, collaborating with other Team Members to come up with new effective methods to increase efficiency.

NCR, Austin, TX 2006 –2016

Financial Systems/Retail Customer Engineer

§Manage and prioritize work order queues through contractual agreements.

§Maintain and repair retail POS systems for retail customers including Wal-Mart, Home Depot, and more

§Manage and custody of a PPK (personal parts kit) utilized for the upgrade and repair of retail customer POS systems.

§Process part returns in a timely manner to maintain a high ROI and reporting parts usage to ensure PPK items are readily available and well stocked, thereby increasing customer satisfaction.

§Calibrate Fast Lanes, POS systems scanner scale weight feature to Texas Weights and Measures specification.

§Maintain and repair of automated teller machines (ATMs) for $MM financial institutions: Bank of America, Chase, Wells Fargo, Wachovia, and Washington Mutual.

§Drive customer satisfaction through time management, attention to detail, thorough repairs, and preventative maintenance.

TRI FUSION, Round Rock, TX 2005 – 2006

Computer Systems Engineer

§Modified servers though main board and systems upgrades.

§Imaged servers and desktop systems, rebuilding and setting up systems to customer specifications.

§Knowledge of Ghost and other imaging software.

Education & Training

AAS, Electronics Engineering Technology, ITT Tech, Troy, Michigan

Pluralsight Training – Tableau, Python, HTML, Excel Pivot Charts, Leadership

Comp TIA Network+, CyberTex, Austin, TX

Comp TIAA + Certification, Cybertex, Austin, TX

Computer Language & Repair, Oakland Community College, Auburn Hills, MI

Awards & Distinctions

Knowledge Contributor

Tool Creator

Volunteered at Austin Orthodox Greek Festival

Volunteer during COVID Vaccines at COTA, check-in, 1 handing out paperwork and monitoring vaccine recipients

Volunteer with Wild Animal Rescue

Chosen: Account Champion for Whole Foods, noting my specialty and knowledge of the account

Recognized for Training a New Employee

Received Team Member of the Month for Wholefoods in February

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