Michelle Flowers

• Lead a geographically dispersed IT support team across 45 locations, focusing on creating and optimizing processes to support organizational expansion
• Developed SOPs and knowledge libraries to improve operational consistency
• Implemented efficient ticketing procedures for tracking, reporting, and planning IT support requirements
• Established an asset management system to enhance resource accountability and reduce losses
• Modernized printer support technologies and strategies to increase operational efficiency

Thompson Technologies Contractor

• Introduced and led the Build Team Captain role, overseeing configuration processes and in-person support for PC and Mac laptop systems for the corporate environment
• Managed a team of 5 contractors, ensuring proper training and support
• Project-managed hardware upgrades for Chick-fil-A headquarters' staff
• Utilized Service Now for recording metrics and managing case load, contributing to process improvements
• Provided training and support to contractors for their current roles and advancement opportunities

Thompson Technologies Contractor

• Provided concierge and walk-up support for the IT Staff Support Help Desk, troubleshooting mobile devices and setting up new phones for staff
• Utilized data and user feedback to organize and schedule projects, such as computer upgrades for staff
• Managed IT agents to better assist walk-in staff and improved troubleshooting processes
• Developed comprehensive training videos for common software issues, enhancing user knowledge and efficiency
• Thompson Technologies Contractor

Field Solutions Contractor

• Provided technical support and customer service for clients, resolving technical issues and ensuring client satisfaction
• Led a team of technical support personnel, focusing on data entry, database solutions, and Cisco Systems phone operations
• Developed and maintained solutions databases using problem-solving techniques
• Trained new hires on corporate procedures for customer service and troubleshooting
• Field Solutions Contractor