Michael Allen

Experience

• 

  Amber Fire Protection Limited

  Jan 2007 - Oct 2007

  Adminstrative Assistant and Courier

  • Assisted in gather pipefitting schematics and large job proposals• Oversaw warehouse and inventory for the company• Delivered large presentations and represented the company in various meetings with other business • Delivered job proposals promptly to all needed parties (Fire marshals, Contractor, Superintendents, etc.)

• 

  City of Canton, Georgia

  Oct 2007 - Aug 2010

  Assistant to Parks and Rec Director

  • Assisted in overseeing other park and recreation employees• Fixed mechanical equipment (Mowers, weed eaters, blowers)• Operated various constructions equipment (Bobcat, Zero Turn Mower, Paver, Dump Trucks, etc.) • Professionally cultivated and maintained over 5 large public parks in Canton, Ga• Set up a large mobile stage/sound system and hosted large public events in the parks.

• 

  Georgia Duplicating Products

  Aug 2010 - Jul 2013

  Copier and Support Technician

  • Serviced, maintained, and installed various office products (Xerox, Canon, HP, Lexmark, Ricoh,)• Regularly used computer based schematics to trouble shoot various office products (Xerox, Canon, HP, Lexmark, and Ricoh)• Entered various computer data into office products on a daily basis• Fixed and maintained various network settings and files path configurations for multiple devices• Loaded print drivers onto multiple platforms (Windows XP, Windows 7, Mac Environments)• Set up various office products and installed all types of firmware and patches to devices.• Gave technical advice and troubleshooting over the phone to customers and techs. • Overseen various office products and parts, as well as other items pertaining to one’s inventory. Show less

• 

  Ricoh USA, Inc.

  Jul 2013 - now

  • Developed documentation on video conferencing devices.• Subject matter expert on Interactive White Boards.• Oversees the development of telepresence and video conferencing equipment• Trained and developed a team of analyst to take calls on video conferencing devices.• Ongoing development of various "how to" documentation, guides, videos, and walk throughs.• Performs repair and preventative maintenance on all assigned video conference and telepresence equipment and software.• Team captain in the Xpress Support Room: responsible for overseeing and assisting a team of analyst to keep up with expected SLA.• Helps to oversee and manage the Xpress Support team with training, daily task management, training and proper procedures.• Escalates cases when appropriate, determining the most effective solution to a problem.• Tracks cases until they are resolved.• Researches and tests recurring issues on assigned products, creating any needed documentation for approval.• Resolves basic networking issues, assuring closure or proper escalation as required. Show less • Collaborative, innovative and a team player, creating an excellent working environment in the Xpress Support Room.• Consistently showing an attitude of understanding the importance of SLA’s and meeting this required in the Xpress Support Room• Responds to incoming support calls (i.e. telephone, voicemail, email) in a timely, professional manner. Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation. Assumes full ownership of incoming support requests. Escalates and follows up as needed to ensure fastest possible resolution.• Makes entries for incoming issues and all activities that pertain to any existing issues within the call database software. Entries are accurate, detailed, and include all required fields• Continually monitors phone, email, and voicemail queues and notifies team when attention is required• Escalates cases when appropriate, determining the most effective solution to a problem. Tracks cases until they are resolved• Performs repair and preventative maintenance on all assigned lab equipment and software• Researches and tests recurring issues on assigned products, creating any needed documentation for approval.• Resolves basic networking issues, assuring closure or proper escalation as required• Assists in the development and enactment of internal training• Helped train and improve the hardware support team by teaching new employees how to be better do the task assigned. • Developed and or assisted on more than one occasion creating various how to guides, videos, and walk through. Show less

  • Advanced Product Support Specialist & Team Captain

    Feb 2019 - now

  • Product Support Specialist and Team Captain

    Jul 2013 - Jan 2019