Michael JC Royle Prock-Ferrand

Experience

• 

  Sugar Bowl Resort

  Nov 2014 - Jun 2016

  Supported kitchen staff by ensuring timely dish cleaning and maintaining hygiene standards. Operated Chairlift at a speed that ensured client's safety whilemaintaining a steady pace to keep wait times low, ensuring customersatisfactionInvestigated chair lift malfunctions and communicated with the liftmaintenance to identify repair processesMaintained high levels of empathy while working with people of all skilllevels and ages

  • Dishwasher

    Apr 2016 - Jun 2016

  • Lift Operator

    Nov 2014 - Mar 2016
• 

  The Place

  Jun 2016 - Apr 2017

  Line Cook

  Prepared high-volume meals in a fast-paced environment, maintaining consistent food quality.Collaborated with kitchen staff to manage food orders efficiently.

• 

  Hop House

  May 2017 - May 2018

  Sous Chef

  Managed a small kitchen team, maintaining food quality and preparation standards.Coordinated food supply orders and ensured kitchen operations ran smoothly during peak hours.

• 

  Pete's Restaurant and Brewhouse Folsom

  Jun 2018 - May 2019

  Sous Chef

  Supervised kitchen operations, ensuring high-quality food preparation and service.Assisted with menu planning and managing kitchen inventory.

• 

  Creative Crepes

  Jun 2019 - Jan 2021

  Assistant Manager

  Created a live inventory spreadsheet with formulas that quicklycalculated needed supplies to the owner, enhancing communication andmaintaining adequate stock levels and minimizing wasteUtilized quick thinking and creative problem-solving skills to resolveunexpected situations with customers, employees, or operationsCreated and managed employee schedules that reflected businessneeds

• 

  Target

  Feb 2021 - Jun 2022

  Customer Service Team Lead

  Lead over 50+ Team Members in the Food and Beverage Departmentby modeling, training, and coaching Target culture and expectations,resulting in increased guest satisfaction survey results for the Foodand Beverage DepartmentMonitored department metrics daily to troubleshootproblems in real-time, improving compliance with weekly metrics froman average of 42% to 87%Assisted and trained team members in navigating Target technologyto complete job functions and maintain dataaccuracyEntered department metrics data and communicated a detailedanalysis to high-level management every week, ensuring metriccompliance and speaking to unsatisfactory metrics with a plan ofresolutionUtilized strong interpersonal skills to foster collaboration with otherdepartment leads to bridge gaps, yielding a positive increase in metricsfor the entire store Show less

• 

  Dougie Tech Solutions

  Jan 2022 - Jul 2024

  Founder

  Launched a tech startup, generating $4,080 in annual revenue within the first 12 months.Developed troubleshooting processes that reduced average resolution time by 20%, improving user satisfaction.Provided remote support to over 50 users, resolving 90% of issues on first contact.

• 

  U.S. Business Holdings, Inc.

  Sept 2022 - Aug 2024

  Help Desk Technician

  Answer, evaluate, and prioritize incoming requests for assistance from users experiencing issues with hardware, software, networking, and other computer-related technologies via telephone, voice mail, chat, email, and in-person.Log and maintain detailed documentation in tickets for calls, voice mails, chats, emails, and in-person requests using IT Service Management systems, ensuring clarity in describing incidents and resolution steps.Support software programs and systems, including XMPie, PrintSmith Vision, PrintSpeak, INVOCA, Adobe InDesign, FreshDesk, and Unbound by Bridgeline.Coordinate with software and hardware vendors to request next-level support when necessary.Key Achievements:Successfully managed an average of three hundred and sixty-four new cases per month, consistently meeting or exceeding resolution goals.Maintained a First Response SLA of ninety percent and a Resolution SLA of ninety-nine percent, demonstrating efficiency in addressing user issues.Consistently achieved a high Customer Service Score (CSAT) of ninety-five percent, reflecting exceptional user satisfaction and quality support services. Show less

• 

  Accucode

  Jul 2023 - Nov 2023

  Technical Associate

  Load/image various software systems on mobile handheld devicesPerform and complete Standard Operating Procedures (SOPs) fortesting and repair of mobile handheld devicesTroubleshoot and solve a variety of hardware and software issues onvarious devicesPrioritize attention to detail, resulting in AccuCode’s 100% guaranteeaccuracyMeet deadlines in a constantly evolving environment while maintainingappropriate documentation

• 

  URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly)

  Oct 2024 - now

  Information Technology Site Lead

  Coordinate critical hardware replacements to maintain system uptime and reliability: Collaborate with PureStorage vendor and Senior Engineering team to replace failed RAID drives in high-priority storage arrays, ensuring seamless operational performance.Perform advanced server maintenance: Replace failed HP 2.5" SAS drives on enterprise servers, maintaining storage functionality and preventing data loss.Ensure seamless operation of warehouse and office technology: Maintain and repair Zebra ZD420, Printronix T4M, and T6000 printers, as well as HP office printers, to support critical business functions.Provide comprehensive workstation support: Manage and troubleshoot warehouse workstations, ensuring consistent performance and minimizing downtime for daily operations. Show less