Michael Mills Jr
Muse,PA
Summary
People focused Service Delivery Manager with 10 plus years of experience in the Service Desk and Support Operations Center environments. Management philosophy adhering to a focused on effective people management and process efficiencies, with the ultimate goal of achieving optimal productivity testing against previous standards.
Overview
11
11
years of professional experience
Work History
Service Delivery Manager
ConnectWise, formerly Continuum
12.2020 - Current
- Providing coaching and mentoring of 15 to 35 technicians responsible for handling client interactions via phone, chat, and email mediums.
- Handling partner incident escalations related to service issues, driving them towards resolution or compromise.
- Generating and presenting reports to upper management, collaborating with other departments to enhance service quality and address partner-facing issues, ultimately contributing to achievement of targeted metrics and realigning strategies with goals of efficiency and improvements.
- Initiating and driving culture and policy changes to better align business with evolving trends and address current standards' pain points across all departments.
- Assisting other management as needed in planning activities and strategies to meet evolving service delivery expectations during projects and outages.
- Identifying client needs to support development of stronger sales initiatives, fostering stronger client relationships for future opportunities.
Help Desk Engineer Tier1
ConnectWise
12.2014 - 12.2020
- Assisted in servicing and managing over 600,000 endpoints and 100,000 users across Active Directory, Network Command Lines, Exchange, and Office 365 environments. Responsibilities included account creation, as well as enabling and disabling accounts, and managing access to domain/network resources in support of MSPs.
- Created and indexed documentation on issues not covered in Right Answers and Atlassian knowledge bases, providing solutions to challenges encountered in supporting various clients and customers.
- Handled access and security issues related to remote connections, including Terminal Services, VPN, RDP, Citrix, and vSphere connections, ensuring smooth user access to applications, services, and remote document management, printing, and faxing.
- Set up and managed various third-party desktop applications, such as LMI, VIPRE, Webroot, and others.
- Mediated communication between partners, clients, and our remote NOC team.
- Supported setup and management of Android and Apple-based mobile devices.
- Supported setup and management of Thin-Clients, Desktops, and Laptops running Linux, Windows, and Apple OS.
- Assisted in managing Tier 1 team technician tickets, including escalation and further troubleshooting steps to achieve resolution.
- Assisted in managing partner concerns and ticket escalations, ensuring proper next steps were taken to reach resolution or update necessary information to prevent future escalations for same issues.
Technical Support Analyst
TEK Systems, American Eagle Outfitters
10.2012 - 12.2014
- Assisted in training and mentoring of new Help Desk staff members.
- Created and managed SharePoint knowledge base documents for new and existing procedures.
- Led projects aimed at addressing outstanding tickets that exceeded SLA target measurements, ensuring they were brought within required thresholds.
- Managed day-to-day network support activities between U.S. and international-based stores and our monitoring vendor.
- Led mentoring and training of new team members in network troubleshooting for AE and Aerie stores, instructing them on best practices and SOP using Splunk and Cisco Command Line.
- Provided daily reporting of call and ticket statistics, inputting data into managed Excel reports.
- Offered remote online and phone support for store and corporate equipment and users, addressing various needs.
- Worked with and managed HEAT and Lotus Notes databases, along with numerous proprietary and third-party applications and software, including Workforce Management, Tradestone, AS400, Windows Server 2003, Windows Server 2008, Oracle, MegaRAID Storage Manager, Putty, TelNet, Cisco AnyConnect, and others.
- Conducted and managed recoveries of desktop images through Tivoli.
Education
Apple Certified Associate - Mac Integration 10.10 -
Project Management Essentials Certification - undefined
Six Sigma White Belt Certification - undefined
Associate of Science - Network and Server Administration
Pittsburgh Technical College
Oakdale, PA12.2015
Some College (No Degree) -
PTI
Oakdale, PAUS Army Military Police Academy Ft
Leonard, MOSkills
- Improvement Recommendations
- Process Flow Validations
- Daily Operations Management
- Coaching and Training
- Staff Development
- Collaborative Environments
- Continuous Improvement Projects
- Operational Efficiency
Timeline
Service Delivery Manager
ConnectWise, formerly Continuum
12.2020 - Current
Help Desk Engineer Tier1
ConnectWise
12.2014 - 12.2020
Technical Support Analyst
TEK Systems, American Eagle Outfitters
10.2012 - 12.2014
Apple Certified Associate - Mac Integration 10.10 -
Project Management Essentials Certification - undefined
Six Sigma White Belt Certification - undefined
Associate of Science - Network and Server Administration
Pittsburgh Technical College
Some College (No Degree) -
PTI
US Army Military Police Academy Ft
Similar Profiles
Nikita LadNikita Lad
Principal Quality Engineer - I at ConnectWise (Continuum)Principal Quality Engineer - I at ConnectWise (Continuum)
Kuruvilla MathewKuruvilla Mathew
ASSOCIATE DIRECTOR, SOFTWARE SUPPORT at ConnectWise LLPASSOCIATE DIRECTOR, SOFTWARE SUPPORT at ConnectWise LLP
Pravin BudagePravin Budage
Principal Software Engineer at ConnectWisePrincipal Software Engineer at ConnectWise