Mike Rowell

Experience

• 

  Samaritan Ministries International

  Apr 2001 - Mar 2006

  Assistant Editor

  Managed publication of monthly newsletter, including collecting articles and artwork, layout, writing articles, proofreading, and maintaining production time lines. Managed other Communications projects and workflows, including advertising design/insertion and design/ordering of printed pieces used in interoffice messaging.

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  Village Baptist Church

  Feb 2006 - Jan 2011

  Senior Pastor

  As Senior Pastor, I was responsible for both the ethos and the day-to-day operations of a faith community. Personally created all written and verbal communications, website copy and design. Worked with design group through rebranding project, including logo/tagline design. Prepared environments for interactive worship/teaching experiences, prepared for and delivered weekly communications. Performed counselling, led congregation to greater involvement in meeting the needs of the surrounding community. Show less

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  Bell Techlogix, Inc.

  Oct 2013 - Oct 2014

  Service Desk Analyst

  As a member of the Primerica team, I provided Tier 1 technical support to the representatives and clients of Primerica Inc., the largest independent financial services marketing organization in North America. I provided exemplary customer service as I helped my customers resolve issues involving passwords, browser maintenance and performance, and accessibility to the various functions of Primerica's online presences.

• 

  Sigma-tau

  Oct 2014 - Aug 2015

  Helpdesk Associate

  I worked with Sigma Tau Pharmasource (now Exelead) on a contract through Belcan Staffing.I provided Tier 1 troubleshooting and resolution, as well as Tier 1 and Tier 2 desktop support for the IT network and its users. I coordinated wiring projects, imaged new workstations, and assisted in inventory and maintenance of IT assets.

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  Community Health Network

  Aug 2015 - now

  As a Service Center Analyst, I provide Tier 1 support, incident management, and request fulfillment for both IT and HR issues experienced by Community Health Network's more than 14,000 caregivers.I have an exemplary customer service record and a first-call resolution rate exceeding 75%.I am recognized for my verbal and written communications skills.I worked with Service Center colleagues and management to write and edit the department's standard process document for interdepartment feedback communication.I have provided one-on-one training and shadowing for new Service Center Analysts.I am a member of RISE (Resiliency In Stressful Events), a team of caregivers trained in critical incident stress debriefing protocols. We conduct debriefings and provide support to hospital staff teams who have experienced a traumatic event in the course of their duties. Show less

  • Analytics

    Dec 2021 - now

  • Service Center Analyst

    Aug 2015 - Dec 2021