It Support & Vendor Operations
Resume:
Michael Coates, IT Support
Farmington Hills, ****4, US, 831-***-**** **********@*****.***, https://www.linkedin.com/in/michaelrobertcoates
SUMMARY
Dedicated IT Support with over 2 years of experience in IT project management and vendor operations. Proven ability to enhance processes and maintain standards in fast paced environments, ensuring optimal team performance and adherence to SLAs. Successfully managed 16 associates while implementing effective training and upskilling strategies, contributing to a measurable improvement in quality metrics. Eager to leverage expertise in IT support and process optimization to drive significant value in a dynamic team.
WORK EXPERIENCE
01/2025 – Present
IT & Vendor Operations, Stillman Law Office
Michigan
Managed vendor relations and overseen vendor performance.
Tracked IT budgets and assets while executing purchasing responsibilities.
Provided IT support to users and supported team members as needed.
08/2023 – 01/2025
IT Assistant Manager, Stillman Law Office
Michigan
Led IT project management initiatives focusing on process improvement, standards, and best practices.
Cultivated vendor relationships while establishing new partnerships.
Conducted product research to identify optimal solutions balancing cost and functionality.
Performed root cause analysis for challenging departmental issues.
Coordinated facility upgrades to ensure code compliance.
Supported internal teams with data collection efforts.
Assisted with IT Specialist responsibilities as opportunities arose.
Managed ticket creation and resolutions including O365 and Active Directory.
10/2022 – 11/2023
Senior Analyst – Project Team Lead, Cognizant Technology Solutions
Remote
Supervised a team of 16 associates, optimizing workflow efficiency.
Utilized expertise to establish an upskilling process for team members.
Ensured adherence to client SLA agreements and KPIs while developing process improvement plans whenever these targets were not met.
Collaborated with clients, team trainers, and both internal and offshore teams.
Developed ramp plans, tracked quality metrics, and performed root cause analysis to cultivate an expert team.
03/2021 – 10/2022
Senior Operations Associate, Akorbi at Google / Waymo EngOps
Remote
Executed triage on software events related to autonomous vehicles.
Utilized proprietary software to conduct detailed root cause analysis.
Facilitated training for new hires, mentoring them and ensuring quality control on their output.
Monitored quality metrics and SLAs, addressing one-off tasks as required.
10/2020 – 03/2021
PC Assembler, Digital Storm
California
Assembled custom PCs according to customer specifications.
Focused primarily on creating custom gaming setups.
Executed precise component placements and intricate wiring to enhance performance and efficiency.
EDUCATION
08/2013 – 12/2015
California State University Monterey Bay
Bachelor of Science, Computer Science and Information Technology
California
Concentration in Network and Security
09/2010 – 05/2013
Hartnell College
Associate of Science, Computer Science and Information Systems
California
Network and Security Option
SKILLS
IT
Vendor management
Data Analysis
IT Support
IT project management
O365
AD
Software Triage
PC Assembly
Leadership
Time management
Collaboration
Ownership
Problem solving
Communication
Mentoring
Contact this candidate