Mickel Hanna
Everette,WA
Summary
Detail-oriented and solutions-driven IT Support professional with a robust foundation in business administration and extensive hands-on technical expertise. Proficient in troubleshooting hardware, software, and network issues while consistently delivering exceptional end-user support. Certified in Microsoft and Oracle technologies, demonstrating a proven ability to adapt swiftly, manage systems efficiently, and communicate effectively across diverse teams. Over 15 years of professional experience, including leadership in managerial roles, emphasizes problem-solving and enhancing customer satisfaction.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Marketing Manager and Service Aftersales Manager
HITEK Engineering
06.2006 - 01.2021
- Managed cross-functional teams and coordinated with technical staff to deliver client solutions.
- Oversaw implementation of digital tools and systems to improve efficiency.
- Provided technical guidance to staff on software and IT tools used in operations.
- Improved customer satisfaction through effective communication and problem resolution.
- Lead and manage the aftersales team to deliver exceptional customer service and technical support.
- Develop and implement aftersales strategies to enhance customer satisfaction and retention.
- Monitor service performance, response times, and quality of issue resolution.
- Handle escalated customer concerns with professionalism, ensuring quick and effective solutions.
- Coordinate with technical, engineering, and sales teams to resolve product-related issues.
- Analyze aftersales data to identify trends, improve service processes, and reduce recurring issues.
- Ensure compliance with company policies, service standards, and warranty procedures.
- Develop training programs to enhance the technical knowledge and customer service skills of the team.
- Manage spare parts inventory and logistics for timely customer support.
- Prepare reports for senior management, highlighting key metrics, challenges, and improvement plans.
Education
Bachelor of Business Administration - Business Administration
Modern Academy
01.2005
Skills
- IT Support & Troubleshooting (Hardware, Software, Network)
- Operating Systems: Windows, macOS
- Microsoft Office Suite & Microsoft 365 Administration
- Oracle Database Fundamentals & SQL
- System Installation, Configuration & Maintenance
- Networking (TCP/IP, DNS, DHCP)
- User Training & Technical Documentation
- Strong Communication, Problem-Solving & Team Collaboration
- Strong leadership and team management skills
- Excellent communication and customer relationship management
- Technical knowledge of products and troubleshooting processes
- Analytical thinking and problem-solving ability
- Ability to manage multiple priorities under pressure
Certification
- Microsoft Certified (e.g., Microsoft 365 Administrator, MCSA, etc.)
- Oracle Certified (e.g., Oracle Database Administrator, Oracle Cloud Infrastructure, etc.)
Timeline
Marketing Manager and Service Aftersales Manager
HITEK Engineering
06.2006 - 01.2021
Bachelor of Business Administration - Business Administration
Modern Academy