Michael Holmes
Rosemead,CA
Summary
IT professional with extensive experience in managing technology systems and supervising IT teams. Known for driving operational improvements and ensuring top-notch system performance. Strong focus on collaboration and achieving results, while adapting to evolving technological needs. Skilled in network management, troubleshooting, and team coordination.
Overview
11
11
years of professional experience
Work History
IT Supervisor/Trainer
United Healthcare Group
Huntington Beach, CA
07.2022 - 03.2026
- Facilitated partnerships between global and local business functional teams and IT to drive project success and innovation.
- Use stakeholder analysis to identify, quantify, and build solid working relationships with stakeholders and Subject Matter Experts
- Analyze system capabilities and business requirements to map to end-user and training requirements
- Complete audience needs analysis to identify training gaps, produce an overall training plan, and gain acceptance from sponsors and team
- Develop easy-to-understand training and support materials
- Design new training programs or adapt existing ones
- Customize and deliver training to various business user groups in-person, via computer-based training, and web-based training
- Facilitation of online training programs with an onboarding cohort of 20-100 users live
- Recruiting, training, and evaluating staff members
- Delegating tasks and developing budgets and work schedules.
- Staying up to date with field advancements and ensuring the team receives refresher training as well.
- Collaborating with other departments and professionals in the development of IT systems
- Analyzing existing computer systems and making recommendations for upgrades and improvements
- Experience in reporting and tracking data/attendance for stakeholder presentations through Excel pivot functions. Subject tracking for data parsing.
- Invite through the Outlook calendar system for training invitations and or update training documentation
- Average 30 calls a day in a call center environment/remote
- Led IT team in implementing innovative technology solutions to enhance operational efficiency.
- Oversaw daily IT operations, ensuring systems reliability and performance optimization.
- Developed and maintained IT policies, ensuring compliance with industry standards and regulations.
- Mentored junior staff, fostering skill development and enhancing team productivity.
- Collaborated with cross-functional teams to identify technology needs and drive strategic initiatives.
Customer Solutions Representative
Southern California Edison
Irwindale, CA
12.2021 - 04.2022
- Mail letter and sorter
- Resolved customer inquiries and technical issues through effective communication and problem-solving skills.
- Streamlined service processes by implementing feedback mechanisms to improve customer satisfaction.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Analyzed customer feedback data to identify trends and drive strategic improvements in service delivery.
- Led initiatives to optimize workflow, reducing response times and enhancing operational efficiency.
Customer Service Specialist
Southern California Edison
Irwindale, CA
04.2019 - 10.2020
- Promptly responding to customer queries via email, live chat, video, phone, and social media channels
- Immediately escalating serious complaints or issues that you are not equipped to deal with.
- Liaising with colleagues or managers to find the best solutions to customers’ issues.
- Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible
- Maintaining a polite, helpful, and professional manner always.
- Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved
- Familiarizing yourself with new products and services as they are introduced
- Attending workshops and meetings as required
- Providing training for new customer service agents
- Respecting client confidentiality always
- Average 40 calls a day in the call center
Helpdesk Analyst
Wells Fargo
El Monte, CA
10.2016 - 09.2018
- Gathering and triaging cases that require attending to via Service Now
- Scheduling time to meet with employees, service providers, and other stakeholders to service IT-related equipment.
- Examining presenting concerns from multiple angles to select and implement the most suitable solutions.
- Walking employees through your interventions to promote computer literacy and self-sufficiency.
- Configuring personal computers and portable internet gadgets
- Installing mandatory updates before existing applications become outdated
- Sourcing and proposing new IT-related solutions that may promote efficiency in the office
- Submitting purchase requests and monitoring expenditures
- Experience in ACH, Swift, and wire transfers
- Call Center environment
- Resolved technical issues for end-users, ensuring timely support and customer satisfaction.
- Collaborated with IT teams to identify and implement system improvements, enhancing user experience.
- Trained junior staff on help desk procedures and best practices, fostering team development.
- Reviewed the troubleshooting processes and solutions in the knowledge base for future reference.
- Analyzed user feedback to drive enhancements in service delivery and operational efficiency.
- Led initiatives to streamline ticketing processes, reducing response time for support requests.
- Mentored new analysts, guiding them through complex problem-solving scenarios for skill enhancement.
Helpdesk Analyst
Kaiser Permanente
Corona, CA
06.2015 - 01.2016
- 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.
- Logged support tickets and closed them when issues were resolved.
- Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
- Provided basic end-user troubleshooting and desktop support.
- Provided exceptional remote support via phone, email, or chat, ensuring timely resolutions for geographically diverse users.
- Compiled and accurately entered data for each customer encounter to record in the system.
- Resolved technical issues by troubleshooting.
Education
Master of Science - Vocational-Technical Education
Monterey Park College
Monterey Park, CA01-2005
Bachelor of Science - Technical Management
Devry University
Chicago, IL04-2017
No Degree - Vocational-Technical Education
Monterey Park College
Monterey Park, CA01-2005
Skills
- Help desk support
- IT risk management
- Technical troubleshooting
- Documentation and reporting
- Application support
- Quality assurance
- Technical support scheduling
- Technical onboarding design
- Teamwork and collaboration
- Team development
- IT compliance
- Business analysis
- Performance metrics
- Curriculum development
- Program development
- Lesson planning
- Classroom presentations
Timeline
IT Supervisor/Trainer
United Healthcare Group
07.2022 - 03.2026
Customer Solutions Representative
Southern California Edison
12.2021 - 04.2022
Customer Service Specialist
Southern California Edison
04.2019 - 10.2020
Helpdesk Analyst
Wells Fargo
10.2016 - 09.2018
Helpdesk Analyst
Kaiser Permanente
06.2015 - 01.2016
Master of Science - Vocational-Technical Education
Monterey Park College
Bachelor of Science - Technical Management
Devry University
No Degree - Vocational-Technical Education
Monterey Park College