John Mike Wright
Marietta,United States
Summary
Customer Care Representative/Help Desk Administrator with 15 years experience diagnosing and resolving technical/customer inquiries. Proficient in Windows-based environments, Internet, and Microsoft Windows applications. Able to clearly understand problems and find positive solutions through use of troubleshooting, problem solving, teaming and communication skills.
Overview
34
34
years of professional experience
Work History
Assistant Store Manager
McDonalds Restaurants
01.2010 - Current
- Successfully managed and supervised the IT implementation of NEWPOS network in 2 restaurants, making it more user-friendly and efficient; oversaw and coordinated the vendors on the project that installed it
- Drastically improved customer satisfaction rating from 50% up to 95% by developing a creative solution to transform the team into more customer friendly & presentable staff, utilizing a community outreach program (Goodwill) to source more reliable employees
- Achieved limited or no customer complaints.
Sr. Night Auditor
Crowne Plaza Hotels & Resorts
01.2009 - 01.2010
- Supervised customer care/help desk
- Created spreadsheet to track employee hours to better organize and streamline administration for improved efficiency.
VP, Operations (Project Manager, Analyst, and Architect)
Southern Information Services, Inc
01.1991 - 01.2008
- Oversaw operations of software & web development, client implementation, and vendor integration
- Led and managed development team of 3 web developers & COBOL programmers
- Developed, maintained, and updated Advantage software for Yellow Pages to collect & store rates, publishing dates, and other related data that is provided to Yellow Page department at advertisement agencies
- Evaluated network infrastructure of new clients to assess business requirements
- Collaborated with vendors to determine whether client’s network can handle our unique software
- Project & vendor management of software installation/integration at client
- Performed operational training for client engagements on use of Advantage software & new features
- Architected & designed web-based solution, liaising between development team and client
- Efficacy of real-time vs
- Stack, merchant package integration with PayPal, and other options
- Provided subject matter expertise (SME) from an operational perspective on the sales team
- Planned & directed activities and projects at or below estimated cost for timely completion
- Ensured policies and procedures associated with project development and software were followed
- Responsible for identifying and obtaining cost effective procurement opportunities, like vendors & supplies (CDs, paper, office, computers) with local and national executives
- Processed data batches and reports to audit overnight batches for accuracy on 126 clients.
Education
Certificate - Project Management
Kennesaw State University
Kennesaw, GA01.2013
Skills
- Microsoft Windows O/S
- MS Office
- Excellent motivator and very energetic
- Skillful at processing data and information, keeping records and tabulation
Timeline
Assistant Store Manager
McDonalds Restaurants
01.2010 - Current
Sr. Night Auditor
Crowne Plaza Hotels & Resorts
01.2009 - 01.2010
VP, Operations (Project Manager, Analyst, and Architect)
Southern Information Services, Inc
01.1991 - 01.2008
Certificate - Project Management
Kennesaw State University
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