Michael F Dapelo Jr

Service Desk Specialist / PICS Officer / Escalation Agent, DHS USCIS Service Desk at USmax Corporation

(Contracted to General Dynamics) Technical Support Specialist, PICS officer and Escalation Agent for Department of Homeland Security - United States Citizenship and Immigration Services users. Responsible for: ? Case creation, routing, and resolution. ? Security/Password/VPN management (Active Directory, RSA, PICS) ? Escalation Management

Technical Support Specialist (Tier 3) at Time Warner Cable

Responsible for supporting and troubleshooting all technical issues for Time Warner Cable customers for the following Lines of Business: ? High Speed Cable Internet ? Digital Phone Service ? Cable Video Service In addition to the primary support services also responsible for customer relations, billing, online application support, sales, and scheduling on-site service calls.

Maintenance (Part Time, As Needed) at The Learning Experience

Perform general maintenance around child care center on an on-call basis.

TE City Carrier at United States Postal Service

Responsible for casing, sorting, and delivery of letters and packages based on postal regulations and policy using a variety of equipment and delivery methods.

Reserve Agent at Farmers Insurance

Independent insurance agent licensed to write accident and health, casualty, life, & property policies for businesses and individuals in Colorado.

Service Desk Delivery Manager at Hewlett-Packard

Service Desk Delivery Manager, BearingPoint account. Responsible for the operations and management of an off-shored technical service desk supporting 15,000 international users. Including coordination with BearingPoint IT, external vendors, and internal HP server and application teams supporting the account, to improve service quality across the entire organization. ? Managed a 40-50 agent off-shored (Bangalore, India) technical service desk. ? Managed local (CXO) team responsible for service desk process maintenance and development, daily user management, VPN and remote dial-in security access. [Active Directory & RSA Security] ? Responsible for weekly, monthly, and yearly reports on solution implementation and customer satisfaction for internal (HP) and customer (BearingPoint) review. ? Primary contact for the continuous improvement of process and customer satisfaction via customer feedback, resolution of escalated issues, and direct communication with both the customer (BearingPoint) and the off-shore service desk. ? No account escalations ? Customer satisfaction and first contact resolution maintained at over 90% ? Worked directly with BearingPoint IT, HP and third party vendors on the planning, implementation and testing of new applications and solutions. ? Developed pilot deskside support expense reduction program resulting in 25% cost reduction. ? Global escalation point (24/7/365) for both the service desk as well as the customer.

Subject Matter Expert/Third Level Service Desk Support at Hewlett-Packard

Process management and implementation specialist, BearingPoint account Responsible for coordinating with BearingPoint IT and external vendors to implement solutions for the BearingPoint environment as well as creating and developing the process used by the service desk. Third level support: including server support, user management, security access and issue resolution. ? Created and maintained 1000+ pages of process for use by off-shore service desk. ? Managed team responsible for daily user management, VPN and remote dial-in security access. [Active Directory & RSA Security] ? Coordinated with BearingPoint IT to develop and implement technical solutions for data retention and security in relation to Sarbanes-Oxley.

Technical Associate/Subject Matter Expert at Hewlett-Packard

Technical helpdesk associate, Microsoft account Technical support agent responsible for logging, routing, and resolving issues called in by Microsoft users located both in Microsoft offices and at remote sites. Worked all three shifts assisting users worldwide. ? Cross trained and certified to support all five technical support groups: ? Line of Business ? Messaging ? Networking ? Operating Systems ? PC Products ? Developed and added new solutions to the technical database (PRIMUS) ? Consistent 98+ % customer satisfaction on quality surveys and 90+ % first call resolution.

Technical Associate/Shift Supervisor (3rd) at Hewlett-Packard

Technical helpdesk associate, BearingPoint Service Desk Technical support agent responsible for logging, routing, and resolving issues called in by BearingPoint users located around the world. Worked all three shifts assisting primarily the Asian/Pacific and European regions. ? Third shift (night) supervisor; primary point of contact for priority issues. ? Network and remote access subject matter expert. [Active Directory & RSA Security] ? Coordinated with BearingPoint IT and external vendors to develop process scripting and web pages for agent use. ? Trained new agents.

Technical Associate at Hewlett-Packard

(Previously Compaq) Technical helpdesk associate, GE Financial Assurance (GEFA) account Technical support agent responsible for logging, routing, and resolving issues called in by GEFA users. ? Worked directly with HP IT, GEFA IT and local support to resolve user issues. ? Second level support for the implementation of Blackberry devices into the GEFA environment. (Management and corporate level users). [Active Directory & Blackberry Enterprise Server] ? Developed and scripted process and web pages for agent use. ? Trained new agents.

Technical Associate at TAC Staffing

(Contracted to Compaq, later Hewlett-Packard) Help desk agent responsible for support of the GE Financial Assurance (GEFA) account. Technical helpdesk associate, GE Financial Assurance account Technical support agent responsible for logging, routing, and resolving issues called in by GEFA users. ? Worked directly with HP IT, GEFA IT and local support to resolve user issues. ? Second level support for the implementation of Blackberry devices into the GEFA environment. (Management and corporate level users). [Active Directory & Blackberry Enterprise Server] ? Developed and scripted process and web pages for agent use.

Business Builder at GaZoom.com

Business Builder ? Responsible for creating a territory and developing fund raising opportunities for schools, churches and other groups.

Information Manager at Professional Video Supply

Information Manager Responsible for information, sales and support of broadcast audio and video equipment as well as non-linear (computer based) editing systems in the MO, KS, NE & IA region. ? Maintained and strengthened relationships with local and global vendors. ? Developed proposals for both corporate and governmental RFCs. ? Fulfilled orders and assisted with on-site installations. ? Responsible for proposals, installation and training on non-linear editing (NLE) systems ? Standardized non-linear editing (NLE) platform offerings: reducing cost, increasing reliability, and speeding delivery time.

Central Missouri State University

Lajes High School