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Michael Conrad
Houston,TX
Summary
Dynamic leader with a proven track record at Hess Corp, adept in Operations Management and fostering strong relationships. Excelled in strategic planning, boosting customer satisfaction, and driving revenue growth. Skilled in staff training and operations oversight, achieving significant improvements in efficiency and profitability.
Overview
28
28
years of professional experience
Work History
Owner/Operator
Pando's Den
08.2023 - Current
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Trained and motivated employees to perform daily business functions.
- Maximized revenue by identifying new market opportunities and implementing targeted sales strategies.
- Assessed income and expenses and adapted plans to improve profit levels.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Fostered strong professional network and partnership building skills to connect with quality leads.
- Overseeing inventory management, reducing waste and maintaining adequate stock levels to meet demand.
Help Desk Team Lead
Hess Corp
07.2014 - 04.2023
- Implemented knowledge management initiatives to promote information sharing and improve overall team expertise.
- Optimized the use of remote support tools to provide efficient and timely assistance to end-users in various locations.
- Trained new team members on company policies, procedures, and best practices for effective support delivery.
- Collaborated with cross-functional teams to address complex IT issues, ensuring seamless service continuity.
- Managed help desk tickets for improved response times and resolution rates.
- Served as a primary point of escalation for challenging technical problems requiring advanced troubleshooting skills.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing timely solutions.
- Promoted a positive work environment by fostering open communication channels between team members and upper management.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Provided basic end-user troubleshooting and desktop support.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
End User Support
Core PC Solutions
06.2010 - 04.2014
- Provided exceptional technical support, resolving complex issues promptly and effectively for endusers.
- Provided end-user support, resolving complex technical problems quickly and effectively.
- Served as a liaison between end-users and higher-level support teams to facilitate swift resolutions for escalated issues.
- Provided timely support to end-users experiencing data-related challenges, ensuring minimal disruption to their work activities.
- Supported end-users post-deployment by troubleshooting and resolving technical issues, ensuring seamless application performance and user satisfaction.
- Enhanced end-user satisfaction by providing timely and efficient desktop support services.
Heavy Wheeled Vehicle Mechanic
US Army
01.1997 - 04.2005
- Consistently met high-quality standards in vehicle maintenance and repairs, reducing the need for subsequent rework or additional downtime.
- Adhered to strict deadlines for vehicle repairs, ensuring minimal impact on operational readiness.
- Repaired hydraulic systems, brakes, suspension components, and other critical parts of heavy wheeled vehicles to ensure optimal performance under demanding conditions.
- Assisted with inventory management tasks, maintaining adequate stock levels of essential replacement parts in order to minimize downtime during repairs.
Education
Bachelor of Science - Retail And Consumer Science
University of Houston
Houston, TX 05.2001 -
Associate of Science - Computer Network Systems
ITT Technical Institute
Strongsville, OH 05.2001 -
Skills
Operations Management
Relationship Management
Staff Training and Development
Strategic Planning
Business Planning
Operations Oversight
Software
Microsoft Excel
Microsoft PowerPoint
Interests
NFL
Anime
Comic Book Art
Movies
Working Out
Timeline
Owner/Operator
Pando's Den
08.2023 - Current
Help Desk Team Lead
Hess Corp
07.2014 - 04.2023
End User Support
Core PC Solutions
06.2010 - 04.2014
Bachelor of Science - Retail And Consumer Science
University of Houston
05.2001 -
Associate of Science - Computer Network Systems
ITT Technical Institute
05.2001 -
Heavy Wheeled Vehicle Mechanic
US Army
01.1997 - 04.2005
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