Michael Morris

Experience

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  AT&T Mobility

  Jan 2005 - Sept 2009

  Technical Team Lead

  Responsibilities included the following:• Recorded and created performance reports of my team on a daily, weekly and monthly basis, and presented these reports to upper management and my local team.• Maintained employee records of job performance and conducted coaching reviews weekly, monthly, quarterly and annually, highlighting employees’ strengths and created action plans to strengthen weaknesses.• Led many special teams to determine work effort required and tools utilized to get the correct balance of serviceability and function for the center while optimizing efficiencies and cost to service.• Provided training for all staff in the support of wireless technology with sensitive applications used to control regions of service where detailed work was critical, so as not to cause outages impacting large numbers of wireless customers.• Handled escalated technical support contacts to resolve issues in a timely manner, and provided resolutions that were satisfactory to the impacted party.• Achieved SME status among many leaders in the same role and provided peer assistance to drive consistency in an optimized customer experience and brand value.• Drove many “Gamification” projects to engage employees with fun work-related activities and contests to drive employee job satisfaction, reducing attrition rates by 20% annually. Show less

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  CDI Corporation

  Sept 2009 - Jun 2016

  Responsibilities included the following:• Manage support services for Higher Education, supporting 3 large Universities clients, including the top technology school in the United States.• Mentor multiple operational leads and team leaders in a service desk and desk side support environment, with 6 direct reports and over 150 indirect reports, reducing staff attrition to 7% annually.• Ensure on-boarding, training, coaching and recognition programs are relevant, in place, and all outcomes were measured as exceeding HDI standards.• Create efficiencies using analytic and trending data to identify areas of opportunity for improvements to workflow, processes, training and team development.• Achieved the HDI Service Desk Certification on 1 higher education service desk and 1 corporate service desk, and then maintained services to further achieve certification renewals for 6 years.• Perform employee annual reviews, praising good performance and developing performance plans to address areas of opportunity for improvement.• Record and create operational performance reports on a daily, weekly and monthly basis, presenting these reports to clients and internal upper management and my local team.• Create plans to promote service level / operational level achievements and customer satisfaction, partnering with departmental leads to ensure goal alignment and service consistency throughout the organization.• Act as a single point of contact for client issues with service delivery, offering ownership and “white glove” handling of all escalated issues, driving each to resolution. Show less Responsibilities included the following:• Manage team leadership in the support of multiple service desks, Including corporate support and higher education support.• Use gathered data analytics to forecast contact volumes, contact types and staff required to service each individual client to ensure all targeted service level agreements are met.• Perform incident and request management, identifying trending issues and developing efficient solutions, agent training material, and automation through partnering with service owners of the identified services.• Create client and executive facing reports based on service level performance, service volume, continuous improvement projects and contact issue trending.• Establish and lead weekly, monthly and quarterly service level meetings with client department managers and discuss service road mapping and improvement.• Participate on the change advisory board for multiple clients to ensure support is trained and ready for any service additions or maintenance that may impact service delivery. Show less Responsibilities included the following:• Lead a team of Level 2 service desk agents in the support of a higher education client, providing technical services to students, faculty, staff, and alumni.• Take escalated contacts from users to assist in issue resolution and be a customer advocate, partnering with service owners to ensure minimal impact and prevent future occurrences of incidents.• Provide quality assurance by monitoring live and recorded agent contacts as well as reviewing service tickets, documenting findings, recognizing great performance and coaching opportunities for improvement on a weekly basis.• Ensure knowledge base articles are relevant, up to date and easy to find, promoting first contact resolution and customer satisfaction.• Conduct weekly, monthly and annual performance reviews, documenting all measured agent metrics and action plans to be used as an ongoing effort for continuous improvement and agent development.• Provide career path options for agents to allow growth and secure employee retainment by providing a means to gain the experience required for promotions. Show less

  • Service Delivery Manager

    Apr 2012 - Jun 2016

  • Operation Supervisor - Service Desk

    Jul 2010 - Apr 2012

  • Service Desk Team Lead

    Sept 2009 - Jun 2010
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  EdgeRock Technology Partners, A CDI Company

  Jun 2016 - Nov 2017

  IT Solutions Architect – Workplace Services

  Responsibilities included the following:• Research new technology that would be of value to our clients and build related competencies to offer those services.• Create business proposals for new services, highlighting the benefit of the proposed service through the use of analytics to show target areas of improvement.• Create presentations for clients and C-Level executives to showcase the value of proposed new services and expected results after implementation.• Create staffing models based on forecasted work for new support services in both Desk Side support and Service desk support.• Create implementation planning projects partnering with operations to map out step by step processes for a new service implementation or existing service augmentation.• Create and maintain a roadmap of service expansion and augmentation, partnering with individual client departments to assess support needs and align with departmental direction.• Assist sales with an understanding of core competencies, partnering to propose and deliver valuable services to our clients. From proposal to implementation. Show less

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  Penn State University

  Jan 2018 - now

  Enterprise Change Manager