Michael Levine

Experience

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  Ameriprise Financial

  Jun 2008 - Aug 2008

  Financial Planning Intern

  • Collaborated with financial planning team to serve high net-worth clients with a focus on preserving and building their wealth• Attended client events and helped the financial planner and his assistants make prospective clients feel comfortable and interested in learning about Ameriprise’s investment strategy and the benefits of an annual financial plan.

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  Cheshire Software

  Sept 2009 - Mar 2011

  Helpdesk Technician / Account Manager

  • Serviced Cheshire’s national accounts with technical phone support. Responsible for adding and removing user accounts.• Provided networking and connectivity assistance for clients on multi-site networks• Researched solutions not included in our knowledge base and documentation. Documented new technical support techniques.• Reviewed and studied error logs to perform root cause analysis and ensure quick and accurate troubleshooting.• Resolved support issues with a 95% success rate. Escalated other issues to the second tier for review/resolution.• Regularly report to the CEO any findings of software inconsistencies or malfunctions in order to maintain the highest level of quality control.• Heightened my ability to work independently and honed my interpersonal skills by talking to high level executives. • Regularly followed up with established and prospective clients to understand their needs and determine if our product could satisfy their software needs going forward in order to generate sales and provide excellent customer service.• Mastered basic financial planning principles through training on the software and assisting clients with technical support problems. • Generated effective industry leads to help increase revenue and market share. Provided web demonstrations of Cheshire’s proprietary financial planning software, the Cheshire Wealth Manager to help prospective clients understand the software and follow up as necessary. Show less

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  Robert Half Technology

  Mar 2011 - Dec 2011

  Recruiting Manager

  • Actively seek talented technology professionals using Robert Half’s proprietary database and other sources to recruit to a matrix. Categorize candidates based on skills, geographic location, and functional role to ensure speed to market.• Market candidates to IT directors and human resource managers at local companies. Use metrics such as previous hires, current job postings, and most common technologies to help place candidates as well as gain insight to future needs at the company.• Use marketing materials to gain rapport and build relationships with both candidates and hiring managers.• Coach candidates through the interview process. Offer interview tips on how to present themselves in order to have the highest possible chance of receiving a company’s best offer.• Maintain relationships with the candidates and clients in hopes to receive referrals and future business. Show less

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  Commonwealth Financial Network

  Jan 2012 - Dec 2012

  CRM Support Specialist

  • Provide nationwide support to 2100+ users using Microsoft Dynamics CRM and Commonwealth’s full synchronization software. Ensure synchronization between Microsoft CRM, Microsoft Outlook, and users’ smartphones• Consult with and train financial advisors and their assistants. Through the use of probing questions, elicit information from clients to anticipate needs and make the best possible recommendations for of usage for each office• Hold one on one web trainings with new users to ensure a high comfort level and most effective use for each individual office• Schedule and participate in in-person and telephone meetings with clients to research usage and areas of improvement for the mail merge process that is part of Commonwealth’s customized version of Microsoft Dynamics CRM. Report findings to product manager to be considered for future updates• Configure and deploy synchronization software to user specification. Help users understand synchronization options for best use• Build relationships with end-users to ensure proper utilization and performance • Solve complex technical issues and follow up with end users to ensure that resolution was achieved. Resolved 1,500+ issues with a 95% success rate. Document issues using Altiris and escalate to second tier support and provide assistance when necessary• Perform diagnostics and troubleshooting of system issues, document help desk tickets and resolutions• Reviewed and studied error logs to perform root cause analysis and ensure quick and accurate troubleshooting Show less

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  RSM US LLP

  Jan 2013 - now

  • Lead and manage the onboarding team, ensuring seamless knowledge transfer and technical transition for new national IT service clients, resulting in a 20% reduction in onboarding time.• Oversee onboarding processes, fostering strong relationships with clients to understand their needs and tailor solutions accordingly, leading to a 15% increase in client satisfaction scores.• Manage technical product implementations for RSM’s SaaS partners, specializing in security awareness and Microsoft 365 training, contributing to a 30% improvement in client adoption rates.• Coordinate cross-functional teams to deliver high-quality onboarding experiences, improving client satisfaction and retention rates, with a 25% decrease in client churn.• Identify and implement process improvements to enhance efficiency and effectiveness of onboarding procedures, saving the company approximately $50,000 annually.• Develop and deliver training programs to new clients and internal staff, ensuring comprehensive understanding of products and services, resulting in a 40% reduction in support tickets.• Track and analyze key performance indicators to measure success and identify areas for improvement, leading to a 10% increase in overall team productivity. Show less

  • Onboarding Team Manager

    Jun 2019 - now

  • Client Technology Advisor - Managed IT Services

    Oct 2017 - Jun 2019

  • Senior Associate - IT Infrastructure and Managed Services

    Aug 2015 - Sept 2017

  • Associate - IT Infrastructure and Managed Services

    Jan 2013 - Aug 2015