Michael Tobin

Experience

• 

  CVS Caremark Corporation

  Jan 2006 - Jan 2012

  As Assistant Store Manager responsibilities included: overseeing store operations, training and supervising employees, assisting in the development of store goals, payroll, scheduling, managing resets, truck teams, and employees from all shifts. Perform duty of team leader for all resets and remodels in the district, serving as the liaison between the District Manager and all of the stores. Within this position responsibilities include coordination of reset teams, planning and implementation of store upgrades, adherence to safety regulations and organization, and administrative duties. Within this position responsibilities included resolving escalated customer complaints in a high-volume store, managing shifts, overseeing the cash office and stock flow, and assisting in the development of store goals. Manual labor included unloading of new trucks and store resets.

  • Assistant Store Manager

    Jan 2011 - Jan 2012

  • District Merchandiser

    Jan 2010 - Jan 2011

  • Store Supervisor

    Jan 2006 - Jan 2010
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  Comcast

  Apr 2012 - Jul 2016

  I provide exceptional support in a challenging and fast-paced team environment. In my role I act as an equal parts empathizer, negotiator, troubleshooter, and techie to help set things right when a customer calls with a problem. On a daily basis I handle everything as the front-line customer resource from technical questions about products and equipment to billing issues and promoting and selling new products and services. In this role I need to consistently use sound judgment to deliver the best solution to the customer in a timely and efficient manner and interface with various levels of sales, operations, engineering, and other functional groups to ensure customer concerns are addressed appropriately. As a leader, I actively maintain relevant and useful resources on department’s SharePoint site and keep up-to-date on sales strategies, initiatives, and best practices within the organization. Show less

  • Customer Experience Specialist

    Dec 2014 - Jul 2016

  • Customer Account Executive

    Apr 2012 - Dec 2014
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  SmartBear

  Jul 2016 - Jan 2020

  As IT Manager, I managed the day to day IT operations for a 650+ person worldwide company. I led a global support staff responsible for end-user technical assistance and infrastructure operations. I was responsible for service desk staff training, reviews, and promotions. I acted as an escalation point for the service desk team and enforced IT hiring policies, software policies, and security policies as required. I lead global IT vendor management and purchasing and was a contributing member to the organization’s software committee. I acted as a project lead for multiple projects bringing in new acquisitions into the organization’s systems. Show less As Helpdesk Manager, I maintained my responsibilities as Help Desk Technician in addition to taking on new duties. I managed and owned various SaaS systems, IT incidents, system changes and logging IT assets. I operated management of vendor services and supplies. I assisted with migrating phones and SaaS products as well as company security upgrades. I worked closely with team leads to consistently evaluate and improve equipment and work efficiency. I worked on solutions for software delivery and directory services, managed printers and remote technical solutions in addition to managing the day to day tickets system. I also put protocols in place to improve the ticket system process in order to increase effectiveness and efficiency. Show less As the frontline of our Helpdesk team, I provided exceptional support for internal employees in a timely and efficient manner across global offices as well completing over 150 onboards and offboards per year across all offices. I managed the vendor relationships and took care of equipment and supplies for the department. I also managed a Shortel phone system, Active Directory, a keycard system and user accounts for software and SaaS products. I ran audio/visual for company meetings, IT orientations and various training on new processes that were rolled out. One of my primary projects was to migrate all users across global offices to Windows 10 as well as securing and encrypting all machines. Show less

  • IT Manager

    Mar 2019 - Jan 2020

  • IT Helpdesk Manager

    Jun 2018 - Mar 2019

  • IT Helpdesk Technician

    Jul 2016 - Jun 2018
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  LEGACY Global Sports

  Jan 2020 - Jun 2020

  IT Manager

  Company closed due to COVID-19 in June 2020. As the Director of Global Service Desk, I was brought onboard of a new technical leadership team to upskill and build a global service desk for a 700+ person premier youth sports and events management company. I oversaw the day to day service support operations for both internal and external customers. I managed and developed the growing global internal and external support teams with a focus on cooperation accountability, performance, and professional development. I was responsible for developing and delivering the short- and long-term service desk strategy, including the effective integration of people processes and technologies in mergers and acquisitions. I created and oversaw the operational plans to consistently meet deadlines while preserving business continuity and meeting budgetary and SLA demands. I acted as an escalation point for the service desk team as well as enforced IT hiring policies, software policies, and security policies as required. I was also responsible for the IT vendor management and purchasing and contributed to the IT budget process. Show less