MICHAEL RENVOIZE

318 Judson Street South

Tacoma, WA 98444

Home: (253) 531-9507

Cellular: (206) 227-9525

E-mail: phastrackr@hotmail.com

 

OBJECTIVE:

Utilize my existing analytical, administrative, and supervisory skills in an IT or management position with responsibilities including problem solving, planning, organizing, and managing budgets and people.

 

COMPUTER EXPERIENCE AND KNOWLEDGE:

Operating Technology Systems: DOS, Windows 9x/ME NT (Workstation/Server) 2000 and 2003 (Server/Professional),

XP (Home/ Professional) - Macintosh 7.x, 8.x, 9.x, 10.x

Unix-based (SendMail & Qmail) email servers.

Wireless related technologies: Lucent and Nortel Switches. Octel Voicemail Switches. Analog, TDMA, and CDMA.

Web related technologies: ISP, TCP/IP, POP, Proxy, LAN, HTML, ASP, DNS zone files, Microsoft IIS 4 & 5 and Indexing Services, Symantec Pc-Anywhere, Terminal Services for Windows 2000, Windows NT & 2000-based web (HTTP and FTP) servers.

Software and Application Packages: Microsoft SQL 7.0 Server Administration and SQL and FoxPro Databases, ODBC resources and associated scripting, Z Token, Visio, MS Money, Peachtree, Quicken, MS Office 2000 (Word, PowerPoint, Excel, Access), Mail Clients (MS Outlook, MS Outlook Express, MS Exchange Server 5.5), MS Front Page, Macromedia Dreamweaver, Flash, and Dreamweaver UltraDev, MS Project, MS Schedule+, MS Paint, MS Works, MS Internet Explorer and Netscape Browsers.

Microsoft CSS, 4.1, Kana, Clarify, and Vantive/PeopleSoft CRM’s.

 

EXPERIENCE:

2003 to Present ~ Microsoft / MSN / Siemens – Issaquah/Redmond, WA

SUPPORT ENGINEER 3 / SUPPORT ANALYST 2

Provides fourth level response for technical support including escalated issues, mainly to end users, along with developers, product groups, and corporate customers. Supporting via telephone, written correspondence via trouble ticket, and electronic media. Provides technical training, coaching and mentoring to other engineers. Acts as substantial technical resource in certain product areas and provides support for complex products, including MSN 8.5 & 9 client, Passport, MSN Hotmail, MSN Messenger, Windows Messenger, MSN Groups, 3 Degrees, Xbox-Live, abuse and billing. Work with TCP/IP and Network architecture broadband/narrowband, DSL, Cable, Verizon, T-Mobile, and ISP Dial-up troubleshooting.

 

2003 to 2003 ~ Western Wireless / Cellular One -- Issaquah, WA
TECHNICAL SUPPORT SPECIALIST
Resolution of customer concerns and inquires while promoting customer satisfaction resulting in outstanding service delivery. Answer inbound calls within specified service performance commitments; applies troubleshooting skills to determine cause and perform problem resolution. Transfers and/or escalates problem ticket based upon knowledge of standard practices, procedures and scope of job level responsibility. Monitor and follows-up on the progress of problem tickets with clients, technical resources, other help desks and agents to confirm resolution of issue. Identify problem trends and escalates to appropriate resource for root cause analysis and problem resolution.

 

2002 - 2003 ~ Earthlink Internet Services  -- Bellevue, WA

TECHNICAL SUPPORT SPECIALIST

Provide technical support in a high volume call center for all Unix, Windows, Macintosh OS, Iopener/Netappliance, Cidco/Mailstation, Nokia Cellular Phone, X-Box Live, Sony PS2, and Dreamcast platforms for dial-up, cable, ISDN, Satellite, DSL Internet Service, home networking and email clients, in a customer support environment. Handle caller's technical questions and assist them in resolving their issues in a timely manner. Communicate with varied levels of user knowledge and adjust my manner of explanation and terminology accordingly. Cross-trained to take Customer Service calls when needed.

 

1999-2002 ~ HostPro / Interland -- Bellevue, WA

TECHNICAL SUPPORT SPECIALIST / JR. SYSTEM ADMINISTRATOR / Level 2 / Kana Super User / SME

Provided Email and phone technical support for clients, and assisted them with troubleshooting various Internet Information Server 4 & 5 issues, folder permissions, DNS issues, web site domain name troubleshooting and domain registration. Assisted customers with setting up email clients, configuring their web site, and setting up their online shopping cart with Miva E-Commerce Shopping Cart Software, in Windows NT 4.0 and Windows 2000 Shared Servers in an Email and Web Hosting Environment. Commonly preformed Live Media House Statistics Server setup, DNS Zone File maintenance including IP routing and MX record changes, Basic SQL Server 7 database and SSL configuration and troubleshooting, basic web script debugging, and UNIX mail system maintenance. The Company merged with Interland Technical Support Department and was moved to Atlanta. I was offered a relocation package but declined. Instead traveled to Atlanta in order train the new staff as a Subject Matter Expert for 6 weeks. Kana Super User for this CRM for the Microsoft's Support group.

 

1997 - 1999 ~ Boeing -- Puget Sound

SPECIAL PROJECTS MECHANIC - C #98204

Requires the ability to work in a dynamic team-oriented manufacturing environment. Typically perform very detailed, precision tasks, using blueprints, PCMs, Redars, and written information such as work orders, BAC specs, and ISO 9000. Worked on Commercial Aircraft, Sea Launch, AWACS, and F-22 Programs.

 

1995 - 1997 ~ South Sound Printing -- Olympia, WA

TRAINER / OFFSET PRESS OPERATOR / DISTRIBUTION

Operated Heidelberg Kord, Multi 1650, ABDick 360 with T-51 head and Chief 15 and bindery equipment (Baum folder and 40" Polar automatic paper cutter). Developed instructional outline and trained all new personnel on system usage, and care. Coordinated inventory control, shipping, receiving, and distribution.

 

1994 -1995 ~ The Print Shop -- Centralia, WA

OUTSIDE SALES / OFFSET PRESS OPERATOR

Operated Heidelberg Kord, GTO, windmill letterpress and ABDick 9850 with T-51 head and bindery equipment. Coordinated inventory control, shipping, receiving, distribution and deliveries. Made cold calls for new accounts and worked the customer service counter.

 

 1985 - 1994 ~ Alaska Airlines, Inc. -- Seattle, WA

DIRECT MARKETING SPECIALIST -- MARKETING DEPARTMENT

Supervised three vendors and two temporary employees, and worked directly with 8,500 Travel agents, 10 sales offices, and several outside vendors to ensure timely receipt of all material. Managed two budgets totaling over $500,000. Trained all temporary and replacement personnel on systems, airline procedures, office management, etc. Coordinated printing, quality control and advertising of Alaska Airlines Flight Timetables (8 web printings, 1 million copies per year) and the Alaska Airlines Ticket Jackets (3 web printings, 10 million copies per year). Inventoried all materials and track sales campaigns on Macintosh Computer and coordinated development of database and use of direct mail for leisure, business and other segmented groups of travelers. Directed distribution and fulfillment of all sales/marketing brochures, timetables, travel agency ticketing plates, ticket jackets, Mileage Plan collateral, promotional items, in-flight magazines, meal tray cards and in-flight questionnaires. Certified flight attendant with several flights worked.