Michelle Pitman
Ft. Wayne,IN
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
31
31
years of professional experience
Work History
Customer Service Representative
Results-CX
Tampa, Florida
08.2023 - Current
- Resolved customer issues with knowledgeable, friendly service to enhance satisfaction.
- Responded to customer inquiries, delivering accurate information on products and services.
- Managed customer accounts in CRM software to streamline service delivery.
USRater
Telus International
Fort Wayne
05.2021 - 12.2022
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Maintained updated knowledge through continuing education and advanced training.
- Completed day-to-day duties accurately and efficiently.
System Support
ENI Labs
Ft. Wayne, IN
11.2018 - 08.2021
- Create and manage M365 accounts for 55+ users
- Manage network and VPN access using Active Directory for 50+ users.
- Troubleshoot network and phone connection issues to resolution.
- Administered multiple WordPress websites, ensuring optimal performance and user accessibility.
- Oversaw SQL database maintenance to support efficient data retrieval.
- Work with customers via phone and email to help them accomplish their needs in the customer portal.
- Maintain hardware and software inventory.
- Troubleshot and resolved network and phone connection issues, restoring connectivity for users.
- SQL database management
System Support
Fort Wayne Newspapers
Ft. Wayne, IN
02.2007 - 11.2018
- Handled support desk calls for Windows7-10, Mac OS, iOS and Android issues via email, chat and ticket system.
- Manage network and software access with Active Directory.
- Administered Outlook 2009 Server, supporting communication needs for over 300 users.
- Administer Windows 2009 - 2016 Servers
- Administer NEC VoIP phone system
- Administered multiple NewscycleSystems\MediaSpan applications, including AdManagerPro, CirculationPro, NewsEditPro, and ProductionManagerPro, ensuring seamless operation across platforms.
- Facilitated tape backups to protect and recover critical data.
- Installed network and phone lines.
- Collaborated with vendors for installation and setup of new systems, facilitating user training to enhance system adoption.
Help Desk Technician
Fort Wayne Newspapers
Ft. Wayne, IN
01.2000 - 02.2007
- Handled support desk calls for Windows7-10, Mac OS, Apple iOS and Android issues via phone, email, chat and ticket system.
- Installed, tested, and troubleshot phone and network wiring connections to ensure seamless communication and connectivity.
- Coordinated with building department for workstation relocation.
- Work with building department as needed to relocate workstations.
- Worked with NewscycleSystems\MediaSpan to set up and install multiple applications, AdManagerPro, CirculationPro, NewsEditPro and ProductionManagerPro along with Presteligence NewsXtreme software.
- Contributed to FWN installation team for computerized print press, platemaking system, and conveyors, coordinating with TKS (USA), Kodak, and Ferrag to facilitate successful system integration.
Tech Services Supervisor
Fort Wayne Newspapers
Ft. Wayne, IN
04.1999 - 01.2000
- Scheduled and directed daily duties for 5 technicians to ensure efficient workflow.
- Coordinated with management from other areas to complete tasks promptly.
- Collaborated with team on technical responsibilities.
Tech Services Technician
Fort Wayne Newspapers
Ft. Wayne, IN
02.1996 - 04.1999
- Install and maintain network and phone line connections
- Computer hardware repair and maintenance
- Installed and maintained network and phone line connections to ensure reliable communication
- Ensured functionality of film typesetter systems to support production needs.
- Supported daily newspaper production by troubleshooting and resolving technical issues
- Resolved electronic issues in the Production department.
Education
Bachelors - Automate Manufacturing
ITT Technical Institute
Fort Wayne, INAssociates - Electronics Engineering
ITT Technical Institute
Fort Wayne, INSkills
- Customer relationship management
- CRM software proficiency
- Attention to detail
- Information accuracy
- Critical thinking
- Collaboration
- Excellent communication
Timeline
Customer Service Representative
Results-CX
08.2023 - Current
USRater
Telus International
05.2021 - 12.2022
System Support
ENI Labs
11.2018 - 08.2021
System Support
Fort Wayne Newspapers
02.2007 - 11.2018
Help Desk Technician
Fort Wayne Newspapers
01.2000 - 02.2007
Tech Services Supervisor
Fort Wayne Newspapers
04.1999 - 01.2000
Tech Services Technician
Fort Wayne Newspapers
02.1996 - 04.1999
Bachelors - Automate Manufacturing
ITT Technical Institute
Associates - Electronics Engineering
ITT Technical Institute