Technical Support Project Manager

Michael R. Sherrill II

**** * **** ** ***** OK **145 *******.**********@*****.*** 918-***-****

Professional Summary

Results-driven Supervisor and Project Manager with over 15 years of experience in the telecommunications industry. Proven ability to lead teams, manage high-priority escalations, and drive operational efficiency. Adept at business account management, data analysis, and process improvement. Strong expertise in project coordination, customer resolutions, and team development. Proficient in Microsoft Office Suite, Excel, and reporting tools to track performance and enhance business operations.

Professional Experience

Verizon Business – Supervisor/Manager

January 2011 – Present

●Lead and manage a team, conducting meetings to ensure alignment with company goals.

●Oversee business accounts, ensuring seamless service activation for clients.

●Process telecom and internet service orders while troubleshooting system-related issues.

●Analyze performance trends by generating and managing reports in Excel.

●Conduct annual reviews and deliver insights on business performance.

●Handle high-priority escalations, ensuring timely resolutions for critical service issues.

●Manage project space, ensuring smooth execution and timely completion of key initiatives.

●Facilitate conference calls with stakeholders to review order history and service updates.

Dish Network – Technical Support & Customer Resolutions

August 2009 – April 2011

●Provided inbound technical support, troubleshooting cable service issues.

●Guided customers through step-by-step resolutions for connectivity problems.

●Delivered customer retention strategies, successfully reducing service cancellations.

●Recommended and upgraded services based on customer needs.

●Scheduled dispatch visits for on-site technical support when required.

U.S. Cellular – Supervisor

February 2004 – March 2009

●Supervised and supported customer service representatives, ensuring high performance.

●Managed escalated customer calls, providing quick and effective resolutions.

●Delivered monthly and annual performance reviews, offering constructive feedback.

●Developed and implemented performance improvement plans (PIPs) to drive employee success.

●Assisted customers with phone activations and troubleshooting programming issues.

Skills & Competencies

●Team Leadership & Management

●Business Account Management

●Customer Service & Resolutions

●Process Improvement

●Reporting & Data Analysis (Excel, Microsoft Office)

●High-Priority Escalations

●Project Coordination

●Technical Troubleshooting

●Performance Reviews & Employee Devel

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