Summary
Overview
Work History
Education
Skills
Timeline
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MICHAEL ARNOLD

Las Vegas,NV

Summary

Results-driven professional with expertise in process improvement and technology integration. Successfully orchestrated updates to standard operating procedures, enhancing productivity in call center ticket closures by 20%. Spearheaded collaborative efforts among vendor teams and developers to troubleshoot shipping software issues, expediting fix integrations. Developed proprietary troubleshooting software for dental offices, boosting Help Desk response efficiency by 35%.

Overview

15
15
years of professional experience

Work History

Independent Contractor / Driver

Uber / UberEATS
Las Vegas, NV
01.2016 - Current
  • Coordinated maintenance and detailing schedules for vehicles to ensure optimal performance.
  • Enhanced rider interaction for quick and secure travel.
  • Reported bugs in GPS mapping component for better future location services updates.
  • Coordinated fares and deliveries using the Uber Driver app across multiple locations in Las Vegas, North Las Vegas, Henderson, Pahrump, and Boulder City.

Technical Services Engineer

Pact One Solutions
Las Vegas, NV
01.2023 - 12.2023
  • Conducted remote troubleshooting for hardware components as well as various software applications including specialized medical imaging equipment.
  • Dispatched on-site technicians to address advanced issues requiring in-person troubleshooting.
  • Facilitate collaboration among team members, vendors, and developers to address issues in dental industry software.
  • Implemented, monitored, and maintained network security to enhance client site performance.

Technical Support Representative

Telus International
Las Vegas, NV
01.2019 - 12.2023
  • Maintained shipping software to facilitate worldwide transaction management.
  • Facilitated collaboration between vendors and developers to achieve 20% to 35% above target KPI metrics.
  • Authored comprehensive SOP troubleshooting guides to expedite issue resolution.
  • Maintained composure while addressing clients' technical issues in high-pressure scenarios.

Sr. Systems Engineer

Mult-T-tech
Henderson, NV
01.2017 - 12.2019
  • Conducted on-site diagnostics for hardware, software, server, network, and peripheral malfunctions across client sites.
  • Updated historical SOPs to align with vendor-driven system updates.
  • Collaborated with team members, vendors, and developers to manage complex requests.
  • Excelled at de-escalating stressed clients during technical challenges.

Critical Applications Agent / ICTS Gen II Agent

UPS
Las Vegas, NV
01.2010 - 12.2017
  • Delivered premium support services to commercial and private clients globally in a fast-paced environment.
  • Facilitated development of updated methods for enhanced product support.
  • Implemented proactive measures to boost client up-time by 35-45%.
  • Contributed to the creation of a decompression space for employees, enhancing mental health and recovery from escalated situations.

Education

Some coursework completed - Multimedia Technology

ITT Technical Institute
Henderson, NV
01.2009

High School Diploma - General Studies

Northome School
Northome, MN
01.1998

Skills

  • Excellent Client Interaction Skills
  • Premium Service Experience
  • Experienced with Windows Operating System
  • Mac OS Proficiency
  • Experienced with O365 Applications
  • Subscription-Based Hardware Services
  • SaaS Implementation Experience
  • Microsoft Exchange Administration
  • Windows Server Administration
  • Hardware Evaluation
  • Software Quality Evaluation
  • System Deployment
  • Experience with Imaging Technologies
  • VoIP System Administration
  • Mobile Device Troubleshooting
  • Command Line Usage
  • Project Coordination
  • Equipment Acquisition
  • Software Purchase Coordination
  • Workstation Setup
  • Testing Software in Isolated Environments
  • Cloud Computing Expertise
  • Microsoft Azure Expertise
  • Experienced with Adobe Creative Suite
  • Expertise in Google Workspace
  • Microsoft 365 Proficiency
  • File Collaboration Expertise
  • Microsoft OneDrive Proficiency

Timeline

Technical Services Engineer

Pact One Solutions
01.2023 - 12.2023

Technical Support Representative

Telus International
01.2019 - 12.2023

Sr. Systems Engineer

Mult-T-tech
01.2017 - 12.2019

Independent Contractor / Driver

Uber / UberEATS
01.2016 - Current

Critical Applications Agent / ICTS Gen II Agent

UPS
01.2010 - 12.2017

Some coursework completed - Multimedia Technology

ITT Technical Institute

High School Diploma - General Studies

Northome School

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MICHAEL ARNOLD