Michael Gallagher
Stuart,FL
Summary
A self-directed team member with several years of technical experience in varied environments that require attention to detail, problem solving, and a high focus on customer service excellence. I have excellent communication skills, understand the importance of conveying value to the consumer, and I learn very quickly.
Overview
7
7
years of professional experience
Work History
Client Systems Technician
TBC Corporation
10.2021 - Current
- Managed escalated tickets, ensuring timely responses and effective problem-solving strategies both on-site and remote.
- Balanced competing priorities while maintaining focus on delivering superior customer experiences at all times.
- Perform technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Managed vendor relationships and negotiated contracts for cost-effective procurement of hardware, software, and services.
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
Help Desk Team Leader
TBC Corporation
09.2018 - 10.2021
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Conducted regular team meetings to discuss ongoing issues, share best practices, and plan future improvements.
- Trained new employees on help desk procedures, ensuring consistent and high-quality customer support.
- Created detailed reports on help desk performance metrics, enabling informed decision-making by management personnel.
- Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
Technical Support Analyst
TBC Corporation
09.2017 - 10.2018
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Education
Associate of Science - Computer Information Technology
Indian River State College
Ft. Pierce, FLHigh School Diploma -
Martin County High School
Stuart, FL05.2012
Skills
- Microsoft Office O365 (E3)
- Ivanti
- Alteryx
- Adobe
- SAP
- Teradata
- Oracle
- SQL
- IBM Planning Analytics (TM1)
- Cisco (Secure Client VPN, UCCX, Umbrella)
- Secure Auth Passcode
Timeline
Client Systems Technician
TBC Corporation
10.2021 - Current
Help Desk Team Leader
TBC Corporation
09.2018 - 10.2021
Technical Support Analyst
TBC Corporation
09.2017 - 10.2018
Associate of Science - Computer Information Technology
Indian River State College
High School Diploma -
Martin County High School