Michael Dans , PMP®, CSM®

Experience

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  Convergys

  Jul 2007 - May 2010

  Senior Technical Support Specialist Tier 1

  ● Working with customers to identify problems and advising on the solution● Logging and keeping records of customer/employee queries● Working with field engineers to visit customers/employees if the problem is more serious● Testing and fixing faulty equipment● Configuration of client’s equipment to connect to the Internet via modem/DSL Router (Dialup/DSL customers only).● Perform creation of new accounts using company provide software tools.

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  Stream Global Services

  May 2010 - Jul 2010

  Technical Support Representative Tier 2

  ● Provided 2nd level Support for Dell Products● Provided Desktop and Laptop support● Provides options for those customers who want to return Dell products.● Responsible for escalated issues● Warranty or post-warranty support● Dispatch management● Sell Dell products to customers if needed

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  PCCW Teleservices

  Jul 2010 - May 2013

  ● Deliver compelling presentations and programs to enhance the skills of newly hired and current technical support & customer care representatives. ● Build, develop and administer new hire training for all new technical support & customer care representatives coming to Good Technology.● Determines future course offerings to improve the technical knowledge of employees and to satisfy the customer demand for advanced training.● Conducts training classes by presenting job-specific, company-specific topics.● Audit agent calls and record feedback to let the agent know about his/her areas of improvements and enhance the quality of the calls.● Identify if the representatives are meeting the predefined standards and get the root cause.● Be available for employees and trainees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.● Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively and make effective decisions relative to corrective actions as required. Show less

  • Product Trainer & Quality Analyst

    Oct 2012 - May 2013

  • Support Engineer Tier 3

    Jul 2010 - Oct 2012
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  Biz It Group

  May 2013 - Nov 2013

  System Analyst

  ● Provided technical assistance and support for incoming queries and issues related to computer systems, software and hardware.● Respond to queries via email or over the phone.● Maintain daily performance of computer systems.● Install, modify, and repair computer hardware and software.● Clean up computers from viruses, malware, and spyware.● Run diagnostic programs to resolve problems and provide solutions through problem solving processes.● Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.● Install computer peripherals, new devices for users.● Implement IT solutions to automate work production Show less

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  Western Union

  Feb 2014 - Aug 2017

  ● Leads, coordinates, or participates in assigned small, medium and large scale projects simultaneously, including research, analysis, documentation, design/develop testing, problem resolution, training, status reporting, implementation evaluating and monitoring the overall project ● Obtain acceptance of sponsor to formally close the project by post-project or phase-end review, documentation of project success/ lessons learned and gathering team members’ assessment.● Creates business process flows, develops/performs system testing, and analyzes solutions.● Prepares presentation materials for management reports.● Work on overall project planning through reporting on project schedules and deliverables.● Plan, manage and monitor small, medium and large projects from concepts through implementation.● Provide support to the Project Manager in planning, managing, and monitoring major projects from concepts through implementation.● Assist with the preparation of a variety of reports covering budget status, forecast reports and other management reports. Show less ● Central Communication point for Major Incidents managed by the organization.● Respond to user escalations and engage functional escalation and service delivery management as required.● Responsible for escalating Incidents and User Service Request within the organization.● Assist the queue managers with the correct rerouting of the misrouted tickets.● Participate in incident management meetings and bridge calls.● Identify process improvements.● Provide incident report to problem management.● Ensure the organization is aware of current incident process and adhere it.● Coordinates activities for High and Critical Incidents, P1/P2 process● Maintain a general overview of the incident, keeping focus on the restoration via a workaround. Show less

  • Project Management Analyst

    Oct 2014 - Aug 2017

  • Technology Service Center

    Feb 2014 - Sept 2014
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  Rakuten

  Jul 2018 - now

  • Manager

    Jan 2025 - now

  • Project Manager

    Jul 2018 - Feb 2025