Help Desk & Operations Support Supervisor
Resume:
MICHAEL L. MANDELL
Roy, UT *****
********@***.***
PROFESSIONAL PROFILE
As a proven professional in tech support/help desk operations, I have mastered technical writing, beta team organization and supervising. My strengths include organization, communication, follow-through and the ability to multi task. I have a strong background utilizing teamwork between management and staff in order to get the job right the first time. I enjoy teaching employees and sharing my knowledge. My track record shows that I deliver positive change by increasing job performance and profitability. I have also worked for Utah Blaze of the AFL.
PROFESSIONAL EXPERIENCE
America’s Best Hearing Mar 2019 – July 2019
Patient Care Coordinator
Sykes – Onboarding Specialist Dec 2018 – Feb 2019
Helped QuickBooks users setup QuickBooks online for Payroll, using Salesforce
Alorica – Operations Team Manager Oct 2017 – Dec 2018
Worked closely with Operations Manager on Century Link Retentions. Salesforce used as database.
Served as the final interview for hiring of new Agents.
Apex Systems – Contractor Oct 2016 – June 2017
Call Center Representative/Team Manager at Optum Bank and Maverik
Alorica- Team Manager Mar 2014 – Oct 2016
Directed Credo Mobile,Boingo Wireless, Geek Squad project, including weekly coaching, and monitoring project progress and trained employees on use of Salesforce.
Trained New Hires for Boingo while serving as a Team Manager.
Responsible for a 10-15 member team of agents, approved all payroll, tracked attendance, CSAT’s and QA’s for each agent.
Worked closely with Operations Manager, Project Manager and Sales Manager.
Started as Tech Support Rep for Geek Squad, then promoted to Team Manager and trainer.
Served as the final interview for hiring of new Agents.
Convergys- Problem Resolution Supervisor Oct 2012-Mar 2014
Handled questions about DirecTV and its policies and procedures from Agents via Chat.
Deescalated calls from irate customers who have requested to speak with a Supervisor as part of Floor Lead role.
Managed absenteeism reports, hourly attendance reports, showing attendance, Tardies, Call Ins and NCNS.
Utah Blaze- Account Executive Oct 2011-Sep 2012
Responsible for sales on via phone and face to face contact. Delivered tickets, seats and promotional materials to clients.
Worked with individuals for promotional events, serviced clients’ needs.
Provided incentives, marketing tools and promotions for the Utah Blaze throughout the valley.
Affiliated Computer Services- Supervisor & Trainer/Continuing Education Coordinator Feb 2009-Feb 2011
Tracked continuing education modules and kept staff current on required materials for roll outs.
Supervised of a team working on the Verizon Project; Charted goals and monitored calls received by my team.
Coached team members to do their best work both in team settings and one-on-one.
IAP- Information Specialist Feb 2006-Jun 2008
Created and maintained data bases for the facility, with 4 daily reports in Crystal Reports
Maintained the functionality of all computer equipment to run diagnostics on computer hardware and software.
Updated master records in a secure setting, holding a Level II security clearance.
Supervised staff and reviewed their performance on the work assigned to them, providing instruction as needed.
Direct Alliance-Technical Support Feb 2005- Oct 2005
Provided sales of Toshiba Computers to customers while training new hires.
Provided technical support in the specialized call center; demonstrating expertise in solving advanced technical problems.
Rewarded as the top team sales person 3 months in a row.
Contracted Services- Data Base Administrator Aug 2003 – Feb 2005
Data Base Administration, consulting, IT work computer repair.
Contracted for a Fed Ex Project in the team and supplies desk with trouble shooting for Customer Delivery..
CSC- Technical Trainer /Technical Lead Jan 1999 – Aug 2003
Maintained database and customer service for the employees of Raytheon Missile Systems, Level 2 Security Clearance.
Identified and solved the hardware and software issues while articulating needs for repair, and repairing as needed.
Intuit Services- Technical Trainer and Beta Team Leader Jan 1994 – Jan 1999
Created training manuals for Intuit and Investor Insight (Beta and Final Releases).
Supervised help desk, teaching classes to the new hires and existing employees.
Coordinated Beta Teams while developing dynamics for introducing new releases with as little disruption as possible.
American Airlines- SABRE Trainer Rep 1986-Jan 1994
Educated and Trained staff and travel agents, providing training with the new enhancements.
Conducted concurrent training in office as well as traveling to local sites to provide learning symposiums.
Worked with SABRE development teams on writing manuals and creating better training methods.
Completed Train the Trainer.
Computer Skills
Salesforce, Train the Trainer, PF Key Formatter, Diagnoses for all areas of PC Tech Support including Internet Protocol, IE, System transition, Novell, LAN, WAN, QuickBooks, Quicken, Lotus, Lotus Notes, Microsoft, Adobe Acrobat, FileMaker Pro,, Microsoft Office, SQL, Dreamweaver, FrontPage, Printer Instillation, System upgrades, repair, virus checks, disaster document recovery and other Laptop and Desktop upgrades and repairs.
FIRST NAME LAST NAME
Address · Phone
Email · LinkedIn Profile · Twitter/Blog/Portfolio
Highly skilled trainer and manager with supervisory skills and innovative methods in motivating staff to function at their best potential. Strong organizer, technical writer, Beta Team leader, proud to deliver positive changes that increase job performance and profitability. Certified trainer, graduate of Trainer the Trainer, published manual writer for Fortune 500 company. Basic Computer knowledge and excellent mobile device knowledge and proficiency.
Moved Back to Utah Sept 2023
EXPERIENCE
Driver Network Services
May 2023 – Aug 2023
Concierge Driver Lincoln Mercury Dealers
On Staff at Angela Krause Ford-Lincoln Mercury, Alpharetta, GA
Forsyth County Transportation
Jan 2023 – Apr 2023
School Bus Driver
Georgia CDL Class B with Passenger endorsement.
AT&T, Atlanta, Ga
Sept 2021 – Oct 2022
Mobility Loyalty/Retention
Sears, Winter Park, Fl
Nov2019- Aug 2021
Benefits Administrator
Work from Home 4/1/20-Aug 2021
Endeavor Streaming
Aug 2019 –Nov 2019
eMail support of NFL Game Pass
eMail and Chat support of Junior Hockey, including QMJHL, WHL, WPH, ECHL.
America’s Best Hearing
Jan 2019 – Aug 2019 Business Closed
Office Manager
Set Appointments
Maintained Client Database.
America’s Best Hearing
Mar 2019 – July 2019 Business Closed
Consulting on office management changes for Hearing Aide company
Assisting in presentations for staff training
Computer training on individual session
Alorica – Operations Team Manager, Lake Mary, Fl Oct 2017 – Dec 2018
Worked closely with Operations Manager on Century Link Retentions. Salesforce used as database.
Supported Century Link hardware and Software for High speed Internet
Served as the final interview for hiring of new Agents.
Coordinates and communicates with internal departments to improve the customer’s experience and maintain an efficient, growing and profitable organization
Manage, motivate, maintain retention in call center
Coach team and hold accountable to expectations
Support and promote recognition and incentive programs
Recruit and interview new hires and develop internal candidates for promotion
Mar 2014 – Oct 2017 Team Manager Magna, Ut
Directed Credo Mobile,Boingo Wireless, Geek Squad project, including weekly coaching, and monitoring project progress and trained employees on use of Salesforce.
Trained New Hires for Boingo while serving as a Team Manager.
Responsible for a 10-15 member team of agents, approved all payroll, tracked attendance, CSAT’s and QA’s for each agent.
Worked closely with Operations Manager, Project Manager and Sales Manager.
Started as Tech Support Rep for Geek Squad, then promoted to Team Manager and trainer.
Served as the final interview for hiring of new Agents.
Apex Systems – Contractor Oct 2016 – June 2017
Call Center Representative/Team Manager at Optum Bank and Maverik
Convergys- Problem Resolution Supervisor Oct 2012-Mar 2014
Handled questions about DirecTV and its policies and procedures from Agents via Chat.
Deescalated calls from irate customers who have requested to speak with a Supervisor as part of Floor Lead role.
Managed absenteeism reports, hourly attendance reports, showing attendance, Tardies, Call Ins and NCNS.
Utah Blaze- Account Executive Oct 2011-Sep 2012
Responsible for sales on via phone and face to face contact. Delivered tickets, seats and promotional materials to clients.
Worked with individuals for promotional events, serviced clients’ needs.
Provided incentives, marketing tools and promotions for the Utah Blaze throughout the valley.
Affiliated Computer Services- Supervisor & Trainer/Continuing Education Coordinator Feb 2009-Feb 2011
Tracked continuing education modules and kept staff current on required materials for roll outs.
Supervised of a team working on the Verizon Project; Charted goals and monitored calls received by my team.
Coached team members to do their best work both in team settings and one-on-one.
IAP- Information Specialist Feb 2006-Jun 2008
Created and maintained data bases for the facility, with 4 daily reports in Crystal Reports
Maintained the functionality of all computer equipment to run diagnostics on computer hardware and software.
Updated master records in a secure setting, holding a Level II security clearance.
Supervised staff and reviewed their performance on the work assigned to them, providing instruction as needed.
CSC- Customer Tech Support 1996-Jan 2000
Supported Software and Hardware for Raytheon Missile Systems via Telephone.
Supported Both Windows and Apple.
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