Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Michael Avila

Gardnerville,NV

Summary

Dynamic professional with a proven track record of fostering strong relationships. Adept at cultivating meaningful connections with stakeholders at all levels, and excels in creating environments conducive to open communication and mutual respect. With a keen ability to navigate complex interpersonal dynamics, my dedication to building trust and fostering collaboration positions me as a valuable asset in driving organizational success.

Overview

10
10
years of professional experience

Work History

Service Desk Supervisor

Douglas County
10.2019 - Current
  • Promoted a customer-centric approach among team members, emphasizing empathy, active listening, and effective problem-solving skills in all interactions with users.
  • Consistently recognized by high-level County Management as a reasonable and unbiased "sounding board" with regards to issues that might affect employee relations or other sensitive matters.
  • Actively engaged and maintained development of inter-departmental relationships despite several leadership and personnel issues.
  • Streamlined Service Desk operations by implementing over 50 efficient processes and workflows, including brand new formal end-to-end inventory management, ticket handling, and offboarding/onboarding processes.

President

Douglas County Employees' Association
09.2016 - 10.2019
  • Negotiated several labor agreements between Douglas County and the Douglas County Employees' Association.
  • Participated in over 15 disciplinary hearings, including the Douglas County "Tire-Gate" embezzlement.
  • Worked collaboratively with County Management to improve and maintain employee/employer relations.

Computer Network Technician

Douglas County
07.2014 - 10.2019
  • Worked closely with customers to develop strong relationships and an understanding of unique departmental business needs.
  • Worked with Tier 2 staff as Tech Services liaison during projects to translate customer needs to application requirements.
  • Worked with New World Systems and key Stakeholders to resolve multiple Audit findings in regards to security permissions.

Education

High School Diploma -

Douglas High School
Minden
06.2006

Skills

  • Actively researches and studies Human-Centric Leadership ideas and concepts
  • Customer Communication and Empathy
  • Establishing and maintaining strong working relationships with all levels of customers, including Directors, Elected Officials, and Public Safety
  • Administering enterprise resource planning software with a specialty in New World Systems ERP
  • Conflict Management
  • Developing and supporting strong customer-focused teams
  • Detailed knowledge of Douglas County processes and policies
  • Working with Public Safety
  • Escalation Handling

Accomplishments

  • Recognized two times in the "Great People, Great Places" employee recognition program as a "Customer Service Champion".
  • Participated in both State and County run Management training programs to continually develop leadership and management skills, as well as participating in a State program to develop statewide IT training programs.
  • Negotiated several labor agreements between Douglas County and the Douglas County Employees' Association, including a never before seen 7-year agreement.

Timeline

Service Desk Supervisor

Douglas County
10.2019 - Current

President

Douglas County Employees' Association
09.2016 - 10.2019

Computer Network Technician

Douglas County
07.2014 - 10.2019

High School Diploma -

Douglas High School

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Michael Avila