Michael Shockey
Wichita,KS
Summary
Results-oriented Incident Management Specialist well-versed in ServiceNOW, Excel reporting and customer relations. Knowledgeable about forecasting requirements and administering budgets.
Overview
12
12
years of professional experience
Work History
Senior Product Support Analyst
Flint Hills Resources LLC
01.2022 - 11.2023
- Provided IT support and services for FHR business applications, in a rapidly transforming environment
- Created value for FHR by supporting various platforms as they are delivered to our customers
- Partnered with customers to enhance reliability and reduce costs
- Collaborated with the FAST Operations team as a mentor to focus on the right resources on the right tasks
- Supported the FHR Environmental, Occupational Health and Process Safety (EH&S) team as a support escalation point.
Incident Management Specialist (IMS)
Koch Global Services (KGS)
11.2019 - 01.2022
- Work beyond traditionally defined support boundaries to ensure that INVISTA and Guardian/SRG user base’s IT support needs are being met
- Provide highly responsive communications with consumers and customers
- Proactive and reoccurring communication with stakeholders to discuss performance, trends, improvement areas, and upcoming changes
- Regular reporting reviewed and acted upon to identify and resolve trends, escalations, aging tickets, and complex (multi-hop) issues
- Provide these services on a global basis
- Work with both swarms to continually improve consumer experience and metrics
- Improve swarm performance through Knowledge Centered Service (KCS), Mentored swarm members as a KCS Coach.
Technical Support Specialist
Koch Business Solutions (KBS)
06.2019 - 11.2019
- FHR Swarm - Provide Tier 2 support by troubleshooting for remotely resolvable issues
- Utilizing ServiceNow, Compass, Active Directory, SCCM, Office 365, AWS/Workspaces and PowerShell
- Collaborate with Tier 3 teams
- KCS Publisher – Updating knowledge in ServiceNow.
KBS Access Management
TEKsystems
06.2018 - 06.2019
- Support KOCH Industries with ServiceNow, Compass, Active Directory, Office 365, and Powershell.
Network Support Technician II
Olympic Educational Service District 114
01.2014 - 01.2018
- Provide network, server, and desktop services to school districts, fire departments, and port districts
- Perform needs assessment, configuration, installation, logging services and maintenance
- District-wide or school-wide top-down analysis of network, server, and desktop infrastructure, providing a set of written recommendations for growth and restructuring
- Communicate process improvements with IT directors, principles, and superintendents.
Supply Manager
Siemens Wind Power
01.2012
- Maintain and monitor the flow of A, B, & C commodities for JIT production of nacelles
- Utilize SAP and MS-Office to generate reports for team leads and suppliers.
Education
MBA - W. Frank Barton School of Business
Wichita State University
IMB Institute of Management Berlin - International Management Project
Berlin School of Economics and Law
01.2012
Business Administration -
Wichita State University
01.2010
Skills
- Supply chain distribution
- Supply chain consulting
- Performance Metrics Development
- Performance Tracking
- Excel, Word, Outlook, MS-Teams
- Customer Relations
- ServiceNOW experience 5yrs
- Relationship Building
- Staff Management
- Team direction
Accomplishments
- Deans List - Wichita State University - W. Frank Barton School of Business
- Boy Scouts of America - Eagle Scout
Volunteer Experience
- BSA - Pack 503 Den Leader 2019 to present
- Pack 503 Committee Chair 2021 to present
- Quivira Council Unit Commissioner 2021 to 2023
- Quivira Council District Commissioner 2023
Timeline
Senior Product Support Analyst
Flint Hills Resources LLC
01.2022 - 11.2023
Incident Management Specialist (IMS)
Koch Global Services (KGS)
11.2019 - 01.2022
Technical Support Specialist
Koch Business Solutions (KBS)
06.2019 - 11.2019
KBS Access Management
TEKsystems
06.2018 - 06.2019
Network Support Technician II
Olympic Educational Service District 114
01.2014 - 01.2018
Supply Manager
Siemens Wind Power
01.2012
IMB Institute of Management Berlin - International Management Project
Berlin School of Economics and Law
Business Administration -
Wichita State University
MBA - W. Frank Barton School of Business
Wichita State University
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