Michael Whitaker

Experience

• 

  Starbucks

  Aug 2012 - Nov 2015

  Shift Manager
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  Apple

  Nov 2014 - Mar 2017

  Use my problem-solving and people skills to ensure swift resolutions to technical problems of every kind. I provide insightful advice and friendly, hands-on technical support. I serve as a mentor to my team members by offering a different scaled out perspective. Discuss scope of support and drive the team to maintain a relentless customer focus. Train and educate team about new processes while independently keeping my own technical know-how up to date. Use problem solving and time management skills to provide swift resolutions to customers different repair needs. Maintain repair timelines in order to meet quoted deadlines. Make sure my team is up to date on new processes and provide support to the Genius team every day. Lastly, manage the migration of data from one machine to the next whether it's PC to Mac or Mac to Mac. Help customers get setup after they have purchased their new Mac as well as answer any questions they might have getting started. I'm responsible for making sure the customer gets the most out of their technology in an effort to create brand loyalty.

  • Genius

    Nov 2014 - Mar 2017

  • Genius Admin

    Aug 2015 - Mar 2016

  • Family Room Specialist

    Nov 2014 - Aug 2015
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  American Addiction Centers

  Mar 2017 - Oct 2018

  IT Helpdesk Technician

  Use Salesforce to manage incoming Helpdesk tickets and meet specific SLAs. Troubleshoot and resolve problems with Avaya deskphones, networked printers, call center software and operations, medical billing applications, softphone services and workstation setups. Create and maintain Sharepoint sites, folders, groups and permissions. Use Powershell to manage Exchange servers, distribution lists, Active Directory users and groups, password resets, and some function building. I’m currently on track for an MSCA certification by the end of 2018. Manage and configure profiles in our MDM software, Airwatch. Use Apple DEP to enroll devices in our environment and help set up users with profile installs on devices. Show less

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  Reinventing Geospatial (RGi)

  Oct 2018 - Apr 2020

  System Integrator

  Troubleshoot challenges between software products running on either a single platform or across multiple platformsConduct technical analysis of complex installation and integration challenges while documenting both solutions and analysisProvide technical support to team leads, systems engineers, software engineers, and customersMaintain systems via patching, software updates, and upgradesAct independently supporting the software development team, and demonstrate subject matter expertise on the software and hardware baseline on which the software runsMaintain the GitLab environment utilized by the software development team, through upgrades and implementation of new features Show less

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  Five9

  Apr 2020 - now

  • Director Technical Account Manager

    Mar 2023 - now

  • Technical Account Manager SME

    Mar 2022 - Mar 2023

  • Technical Accounting Manager

    Apr 2020 - Mar 2022