MICHAEL ROSWOLD

• Troubleshooting issues leading to first call resolution which eliminates return calls
• Demonstrates expert working knowledge in the following trained areas: Tier1 and 2 (billing) Finance, Applications, E-Care, Senior Assist, Manna, Health and Wellness, and Care Management
• Ensuring customer first while keeping company standards at hand

• Analyze mean time between failure rates for Vendor Server components
• Project manager between vendors and Hewlett-Packard to ensure cost savings through reduction of vendor parts overhead
• Material parts stocking officer to ensure parts stocking and cost reductions

Managed resolution of customer complaints by acting as an intermediary between customer and HP engineering Acted as focal point for the customer throughout the entire problem and solution process to create safeguards for future issues

• Wrote global processes used when handling initial customer complaints and steps taken to guarantee correct resources and greater customer satisfaction
• Led global projects ending in improved process flow and greater customer satisfaction
• Trained customer service representatives across the United States the correct steps to ensure adherence to global process for greater customer satisfaction

• Wrote “Total Customer Experience Duty Manager Resource Desk Pilot Program” which included all steps from initial customer call with Hewlett-Packard representative and/or automated call center to resolution of customer complaint
• Worked with ISS Tower Managers to implement clear understanding and application of service levels
• Created “Duty Manager Pilot” to assist workload of actual Duty Managers

• Troubleshot ProLiant Servers and wrote Global Processes for Cisco Avvid
• Trained New Technical Account Managers in both US and India to communicate with the customer
• Reviewed and implemented new training cycles to enhance GCS metric goals

• System Administrator
• Provided Enterprise and Mission Critical level remote technical support

• OpenVMS support- including products running on the OpenVMS platform
• SIM troubleshooting
• Instructor/Mentor to Engineers based in India
• Traveled to India and conducted the training for both technical customer service and customer interaction skills