Michele Simovski
Sterling Heights,MI
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Senior Manager, Desktop Support
BDO USA, LLP
09.2013 - 12.2023
- Coordinate high level resources for escalated issues and other National IT departmental resources, as needed
- Identify and implement methods or tools to improve efficiency for internal and external customers
- Forecast Call Center and Service Desk activities and ensure resources are scheduled appropriately
- Review and approve changes to the schedule of Service Desk Desktop Support resources
- Coordinate the assigned level of technical and customer support and escalation assistance for all service tickets entering the Service Desk
- Ensures restoration of service to end users is achieved consistently through the use of Service Desk metrics
- Lead and collaborate with other Service Desk personnel on improvement projects
- Develop and maintain Incident Management process tasks and assist with Knowledge management process tasks
- Create and schedule training and professional development of Service Desk team members on a regular basis
- Report possible trends and outage events in a timely fashion to IT Senior Management
- Provide ongoing Service Desk metrics and key performance indicators for the Call Center, Ticketing and Messaging systems and Incident handling to IT Senior Management
- Create project status reports for IT Senior Management based on established Project Office procedures
- Career manager for over 12 IT Level 1 staff.
- Achieved operational excellence by streamlining processes and implementing best practices.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Developed strategic plans for business growth, resulting in increased revenue and market share.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
- Mentored junior staff members for skill development and career progression within the organization.
- Consistently met or exceeded annual performance targets set by senior leadership.
- Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
- Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
- Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
- Utilized data-driven insights to make informed decisions that resulted in higher returns on investments.
- Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff.
- Evaluated vendor offerings critically to select the most appropriate partners for delivering desired results at optimal costs.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Provided strong leadership to enhance team productivity and morale.
- Implemented and developed operational standards, policies and procedures.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Evaluated hiring, firing, and promotions requests.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Developed proposals and presentations for internal and external audiences.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Produced staffing matrix to provide adequate coverage of department.
- Recommended and implemented successful strategies to maximize revenue.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Developed and implemented new filing systems to improve organizational efficiency and productivity.
- Consolidated vendors and renegotiated contracts to optimize costs.
- Implemented productivity benchmarks across all departments to maximize company revenue.
- Examined quarterly financials to determine business operating capacity.
- Modified inventory control programs to maintain and enhance annual business plan.
- Ordered new equipment and inventory and scheduled repairs for damaged equipment.
- Analyzed revenue distribution, bank reconciliations and account analysis documents to execute month-end closing.
- Carried out and developed social media, e-blast and public relations campaigns.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed detailed plans based on broad guidance and direction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Launched quality assurance practices for each phase of development
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Managed senior-level personnel working in marketing and sales capacities.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
06.2015 - 12.2016
- Conducted Incident Management Meetings within the Service Desk for continuous improvements
- Defined Incident Management end to end processes
- Reviewed and took appropriate action on the results on major non conformances from Incident Audits
- Produced management information, including KPIs and reports
- Analyzed report data and research trends to identify opportunities for process improvement or problem creation
- Worked closely with Problem Management to assure the appropriate assignment of priorities, proper documentation, and trend analysis
- Collaborated closely with Knowledge Management to ensure all workarounds and other resolution knowledge is stored in the Knowledge Management database
- Communicated with key administrators and/or business lines members as well as EUS for news on issues, changes and updates that related to all business line applications
- Worked with local offices to improve the user experience within the Incident process
- Prepared training for the Service Desk on business line application product versions and changes
- Led training of Service Desk Specialists to keep the team collective knowledge current on the latest technology and procedures.
Incident Manager
BDO USA, LLP
07.2011 - 09.2013
- Assisted in determining the severity, impact, and priority of incidents and engage formal Incident Management processes as needed
- Documented and facilitated incident response to quickly restore service via support teams
- Collaborated with other National IT teams and Business Lines to provide high-quality communications to the End Users
- Escalated incidents when necessary and informed varying levels of management and senior leadership in the business units and CTO
- Ensured that all appropriate information was documented for all incidents.
IT Service Desk
BDO USA, LLP
01.1991 - 07.2011
- Provided level 2 support to firm customers, partners and professionals
- Identified issues with a high level of risk, then made recommendations to mitigate the risk(s)
- Troubleshoot remotely to identify deployed hardware, software and Enterprise application issues
- Evaluated issues and escalated to a higher level or other resource as appropriate using the provided Service Desk Process manual
- Assisted with system configuration and diagnostics, hardware and software diagnostics, and processes requests for hardware repair or replacement
- Ensured that all documented processes were adhered to and departmental compliance was achieved
- Provided a resolution to return service to the user as quickly as possible, to reduce professional billable down time
- Accurately logged problems and updated ticket history to document troubleshooting steps and resolution
- Reviewed technical documentation and knowledge base submissions created by others for accuracy and clarity
- Adhered to the Service Desk schedule as required by the managers and coordinators, acknowledging and conforming to schedule changes as required
- Analyzed service center data and researched trends to identify opportunities for process improvement within area of expertise
- Worked with senior technical resources to perform second level investigation and resolution of functional escalation of tickets and problems
- Developed workarounds and interim solutions for known issues to minimize user disruption
- Evaluated various alternatives to resolve known issues and recommended best course of action to IT management
- Created problem tickets, while taking into consideration how they could impact the Service Desk
- Ensured effective and rapid response to disruptions in service of primary business line applications
- Served in a lead role in the Incident/Problem Management teams and other ITIL processes
- Reviewed and recommended, as appropriate, changes to support processes to ensure continuous improvement of the level 2 incident and problem handling process
- Reviewed and improved the accuracy and content of the knowledge base
- Worked with external vendors to get systems up and running for Alliance firms, including making decisions on the relevant server which could impact whether the system succeeded or failed
- Communicated with key administrators and/or business line members as well as EUS on issues, changes and updates that related to all business line applications
- Prepared training for the Service Desk on business line application product versions and changes
- Led training of Service Desk staff to keep the team’s collective knowledge current on the latest technology and procedures
- Assisted Senior Managers and Technical Support with providing coaching and direction to the Service Desk staff.
Skills
- Microsoft Office
- Microsoft Project, Visio, Share Point, and Access
- Power BI
- Business Intelligence Service Now
- IT Service Management Help Desk
- Tech Support Data Analysis
- Financial Analysis Business Analysis
- Strategy
- Project Management Data Mining
- Testing
- Teamwork
- Problem-Solving Critical Thinking
- Emotional Intelligence Decision Making
- Time Management Customer Service Mentorship
- Leadership
- Talent Development
- Reporting Oversight
- Partnership Development
- Budget Oversight
- Resource Allocation
- Market Analysis
- Strategic Planning
- Data Analytics
- Organizational Improvement
- Logistics Operations Management
- Database Development
- Warehousing Functions
- Material Processing
- Reporting Management
- Logistics Support Services
- Equipment Decommissioning
- Cross-Functional Communication
- Documentation and Reporting
- Operations Management
- Budget Administration
- Property Storage Management
- Organizational Development
- Human Resources Management
- Material Accountability Systems
- Data-Driven Decision-Making
- Corporate Communications
- Operations Planning
- Cross-Functional Collaboration
- Troubleshooting and Problem Resolution
- Team Leadership
- Financial Analysis
- Conflict Resolution
- Change Management
- Contract Negotiation
- Innovation Management
- Business Development
- Stakeholder Engagement
- Product Development
- Quality Assurance
- Process Improvement
- Policy Implementation
- Project Management
- Budgeting and Forecasting
- Regulatory Compliance
- Data Analysis and Reporting
- Cross-functional Team Coordination
- Risk Management
- Training and Development
- Customer Relationship Management
- Performance Management
- Sales Strategy
- Marketing Strategy
- Staff Management
- Budget Management
- Fiscal Management
- Emergency Response
- Employee Development
- Schedule Management
- Cost Control
- Customer Service
- Revenue Forecasting
- Business Administration
- Project Planning
- Staff Development
- Preventive Maintenance
- Schedule Oversight
- MS Office
- Lead Generation
- Idea Development and Brainstorming
- Administration and Reporting
- Team Development
- Needs Assessment
- Negotiation
- Performance Reviewing
- Goal Setting
- Decision-Making
- Work Planning and Prioritization
- Performance Tracking and Evaluation
- Technical Proficiency
- Teamwork and Collaboration
- Negotiation and Conflict Resolution
- Task Delegation
- Interpersonal Relations
- Business Planning
- Computer Skills
- Professional and Courteous
- Financial Management
- Hiring and Training
- Scheduling and Coordinating
- Employee Coaching and Mentoring
- Business Analysis and Reporting
- Staff Training
- Performance Evaluations
- Onboarding and Orientation
- Shift Scheduling
- Managing Operations and Efficiency
- Good Judgment
Certification
- MIcrosoft MCP - Microsoft Certified Professional
- ITIL - Foundations Certification
Timeline
06.2015 - 12.2016
Senior Manager, Desktop Support
BDO USA, LLP
09.2013 - 12.2023
Incident Manager
BDO USA, LLP
07.2011 - 09.2013
IT Service Desk
BDO USA, LLP
01.1991 - 07.2011