Michael Berain
San Antonio,TX
Summary
Extraordinary leader and problem solver looking to transition from a successful career in the military to the Information Technology industry. Calm under pressure with superior time management and conflict resolution skills.
An entry-level System Administrator specializing in information technology, server configuration, network administration, and end user support. Excels in developing creative technical solutions in fast-paced business environments.
Overview
14
14
years of professional experience
Work History
Billing Analyst
Hicks Consulting Group
San Antonio, TX
11.2023 - Current
- Improved billing accuracy by conducting thorough audits and identifying discrepancies in invoice data.
- Streamlined billing processes for increased efficiency, implementing automated systems and software upgrades.
- Enhanced customer satisfaction with timely and accurate billing information, resolving disputes promptly and professionally.
- Collaborated with cross-functional teams to ensure proper application of contract terms and conditions during the billing process.
- Developed comprehensive reporting tools to analyze billing trends, identify potential issues, and recommend corrective actions.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of the billing process.
- Optimized revenue recognition by accurately applying relevant accounting principles during the invoicing process.
- Ensured timely submission of invoices by coordinating closely with sales teams and project managers on project completion dates.
Customer Service Representative
IBEX Global
San Antonio, TX
07.2023 - 08.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies. Take the extra mile to engage customers.
Computer User Specialist Internship
ACI Learning
San Antonio, TX
08.2022 - 11.2022
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Maintained master RMS list of users across various platforms, and direct and remote access points.
- Diagnosed and troubleshot hardware, software and network issues.
- Developed and implemented technical application support and information technology policies and procedures that advanced investment needs, outcomes and performance measurements to balance continuous innovation with responsible risk-taking.
- Used metrics to monitor application and infrastructure performance.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
Disability Claims Analyst
Accenture
San Antonio, United States
09.2021 - 10.2022
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Implemented improvements in manual and electronic billing procedures.
- Conducted full claim investigations and reported updates and legal actions.
- Followed up with customers on unresolved issues.
- Addressed average of 25 customer inquiries and complaints each week.
- Collaborated with claims department and industry anti-fraud organizations to resolve claims.
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
Aircraft Mechanic
Ascent Aviation Corp.
09.2019 - 01.2020
- Have conducted APU testing and operating on 737 Max-8, 747, and A340.
- Performed Landing gear removal/installation for A340, 747, 737 Max-8.
- Completed preventative and reparative maintenance on aircraft electronics and computer systems.
- Assisted with aircraft and equipment transport and movement.
- Completed all paperwork requirements for each task, including recording maintenance actions in aircraft logbooks.
- Operated power tools, gauges and testing equipment to adjust, repair and replace faulty components in aircrafts.
- Prepped aircraft for storage short and long term storage.
- Performed aircraft maintenance for scheduled preventive actions and unscheduled requirements.
- Maintained all aircraft in accordance with organizational maintenance requirements.
- Tested electrical aircraft systems, components, and equipment for compliance with standards and to uncover malfunctions.
- Completed quality assurance checks for service work and completed documentation outlining updates.
- Maintained clean and organized working environment to promote safety and efficiency.
- Collaborated with team members to complete projects accurately and quickly.
- Used rulers, squares and scribes to measure and mark dimensions and reference lines on materials.
- Performed quality finishes by trimming and deburring to create smooth surfaces and joints of assembled parts.
- Inspected and tested finished products for compliance with tolerances.
- Used pneumatic tool to fabricate cabin interiors according to production requirements.
- Measured parts using calipers, gauges and micrometers to confirm adherence to quality standards on final inspections.
- Read blueprints and technical drawings to determine specifications of materials and tools needed for specific jobs.
- Handled day-to-day shipping and receiving overseeing more than [Number] packages per day.
- Worked effectively with shippers to resolve shipment issues, damaged materials and shortages.
- Compared shipping orders and invoices against contents received to verify accuracy.
- Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
Aviation Boatswains Mate Equipment
United States Navy
02.2013 - 02.2018
- Served as dual role technical expert and leader
- Worked with Hydraulics and specialized in General Maintenance
- Experienced with Pneumatic tools and equipment.
- Expert in tactical and technical guidance
- Communicated urgent orders and directions effectively to team of 56 personnel
- Documented and processed classified materials
- Supervised teams in support of security and installation law and order operations
- Operated equipment such as infrared engine analyzers, compression gauges and computerized diagnostic devices.
- Communicated effectively with customers on future problems and repairs that might need to be addressed
- Upheld top-quality workmanship and excellent customer service
- Cleaned and removed grease on engines and engine compartments using specific chemicals
- Calculated aircraft weight and balance, performance and fuel requirements
- Conducted and oversaw safety protocols, including flight line foreign object prevention walks
- Reduced expenditures by repairing systems through technical publications manual and minimizing electrical equipment maintenance
- Painted surfaces using brushes, spray guns, and paint rollers.
- Prepared surfaces and surrounding areas for painting using sandpaper, tape, and other materials.
- Prepared trim, walls and ceilings for painting by cleaning, smoothing, and priming.
- Climbed scaffolding, staging, ladders, and planks to reach work area surfaces and observed safety protocols to prevent falls.
- Applied putty, wood filler, spackling, and caulks to prep uneven surfaces and fill in holes.
- Kept inventory of hand tools and gauges calibrated for use.
- Received incoming shipments of tools and equipment from trucks.
- Maintained instruments and tools to help team complete maintenance tasks quickly and with accurate outcomes.
- Monitored incoming and outgoing tools to track locations.
- Verified computer inventory against physical inventory and resolved discrepancies.
- Unpacked, inspected and stored new tools according to crib plans.
- Tracked excess materials and coordinated returns of damaged or unused items to vendors.
- Used micrometer and visual inspections to evaluate tools for defects and wear.
- Inspected final products for quality and functionality.
- Monitored production and made improvements for quality and productivity.
- Kept track of material and supply inventories.
- Managed proper storage, handling and labeling of hazardous materials.
Cashier
Target
02.2012 - 07.2012
- Operating cash registers and customer service. Target cashiers meet and greet customers, ring up purchases, handle returns and refunds, and answer questions about products, services, and merchandise
- Trained new cashiers on procedures, customer service and sales techniques
- Moved new inventory to sales floor and arranged on shelves or other displays to look professional
- Notified management of security, vandalism and theft concerns
- Received customer payments
- Totaled bills and calculated taxes
- Assisted customers in selecting items based on needs
- Operated cash register for cash, check and credit card transactions with 100% accuracy
Mailroom Supervisor
OCE Printing services
02.2011 - 12.2011
- Experienced in all aspects of mail distribution from Metering, Dock Delivery and Shipment, UPS/FedEx/DHL/Staples inventory, Mail Delivery, Consistent Customer Interaction, and Copy Machines.
- Coordinated office inventory by restocking supplies and placing purchase orders
- Greeted incoming customers professionally and provided friendly, knowledgeable assistance
- Answered telephone inquiries from clients, vendors and public
- Wrote professional memorandum, letters and marketing copy
- Diagnosed machinery issues, which included paper jams and handled basic maintenance tasks
- Distributed mail on foot to residences and businesses, delivering to approximately 100 customers per shift
Line Cook
Bill Miller Bar-B-Q
11.2010 - 01.2011
- Had to maintain cleanliness and professionalism at all times
- Constant Customer Interaction
- Prepared food items consistently and in compliance with recipes, portioning, cooking and waste control guidelines
- Maintained skilled kitchen staff by properly coaching, counseling and disciplining employees
- Prepared identical dishes numerous times daily with consistent care, attention to detail and quality
- Trained, managed and guided 26 linesman's, improving overall performance and productivity 16%
Games Operator
Six Flags Fiesta Texas
06.2010 - 11.2010
- Operated games theme park promoted to customers
- Encouraged guests to play games, explain rules and procedures and to oversee operations of game station.
- Implemented marketing strategies which resulted in 12% growth of customer base
Education
No Degree - Information Technology
ACI Learning IT Program
San Antonio, TXHigh School Diploma -
John Paul Stevens High School
San Antonio06.2010
Skills
- Self-motivated nature
- Information Technology
- Troubleshooting
- Secret Security Clearance
- 60 WPM typing
- Team leader
- Sales proficiency
- Professional demeanor
- Rapid data entry skills
- Adept multi-tasker
- Complex data management
- Customer service-oriented
- Team building
- Operational improvement
- Preventive Maintenance
- Organized
- Technical Support and Assistance
- Assembled Parts and Fabrication
- Material Prepping
- Computational Mathematics
- Safe Work Practices
Timeline
Billing Analyst
Hicks Consulting Group
11.2023 - Current
Customer Service Representative
IBEX Global
07.2023 - 08.2023
Computer User Specialist Internship
ACI Learning
08.2022 - 11.2022
Disability Claims Analyst
Accenture
09.2021 - 10.2022
Aircraft Mechanic
Ascent Aviation Corp.
09.2019 - 01.2020
Aviation Boatswains Mate Equipment
United States Navy
02.2013 - 02.2018
Cashier
Target
02.2012 - 07.2012
Mailroom Supervisor
OCE Printing services
02.2011 - 12.2011
Line Cook
Bill Miller Bar-B-Q
11.2010 - 01.2011
Games Operator
Six Flags Fiesta Texas
06.2010 - 11.2010
No Degree - Information Technology
ACI Learning IT Program
High School Diploma -
John Paul Stevens High School