Michael Henthorne

Digital Platform Support Lead at Shake Shack
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Contact Information
us****@****om
(386) 825-5501
Location
Providence County, Rhode Island, United States, US
Skills

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Bio

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Credentials

  • Fire Fighter 2
    State of Connecticut Commission on Fire Safety and Control
  • Fire Fighter I
    State of Connecticut Commission on Fire Safety and Control

Experience

  • Shake Shack
    • United States
    • Hospitality
    • 700 & Above Employee
    • Digital Platform Support Lead
      • Mar 2022 - Present

  • Cognizant
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Technical Lead
      • Aug 2019 - Mar 2022

    • Technical Lead
      • Aug 2018 - Jul 2019

      -Technical Support Lead for Store Service Desk managing 3,000+ retail locations.-Analyzed and reacted to trending issues, including finding root cause and improving solution process-Worked with front line support teams to analyze and improve effectiveness of troubleshooting procedures-Updated process documentation to increase the effectiveness of training and troubleshooting procedures

  • Freelance Computer Repair
    • New England Area
    • Break/Fix Technician
      • Aug 2002 - Jun 2019

      -Home computer repair -Built custom computers at client's request -Design and implement home network systems (Wired and Wireless) -Home computer repair -Built custom computers at client's request -Design and implement home network systems (Wired and Wireless)

  • The TJX Companies, Inc.
    • United States
    • Retail
    • 700 & Above Employee
    • EUS Techician
      • Aug 2016 - Aug 2018

      - Level 2 Support for over 3,000 retail centers using Phone and Remote Access applications -Analyzed and reacted to trending issues, including finding root cause and improving solution process -Worked closely with Stores and Vendors to resolve equipment issues on the store level -Updated troubleshooting documentation to increase the effectiveness of training and procedures - Level 2 Support for over 3,000 retail centers using Phone and Remote Access applications -Analyzed and reacted to trending issues, including finding root cause and improving solution process -Worked closely with Stores and Vendors to resolve equipment issues on the store level -Updated troubleshooting documentation to increase the effectiveness of training and procedures

  • CVS Rollout Operations Center
    • 25 Blackstone Valley Blvd, Lincolcn, RI
    • Lead Technical Analyst
      • Feb 2016 - Jun 2016

      -Lead Technical Analyst -Worked various projects upgrading equipment in CVS stores across the country. -Managed teams of up to 25 technicians in the field and in office to meet project goals -Lead Technical Analyst -Worked various projects upgrading equipment in CVS stores across the country. -Managed teams of up to 25 technicians in the field and in office to meet project goals

  • Sunoco LP
    • United States
    • Oil and Gas
    • 700 & Above Employee
    • Customer Service Representative
      • Dec 2015 - Apr 2016

  • CVS Rollout Center
    • Lincoln, RI
    • Lead Technical Analyst
      • Dec 2013 - May 2015

      -Manage team to achieve project goals based on a timeline -Ensure proper training of phone technicians -Complete tasks to support installations on a daily basis -Manage team to achieve project goals based on a timeline -Ensure proper training of phone technicians -Complete tasks to support installations on a daily basis

  • North Windham Fire Department
    • United States
    • Public Safety
    • 1 - 100 Employee
    • Fire Fighter/EMS
      • Aug 2011 - Sep 2012

      -Fire Fighter/EMS support -EMT-B Certification -Fire Fighter 1 & 2 Certification -Fire Fighter/EMS support -EMT-B Certification -Fire Fighter 1 & 2 Certification

  • Preston City Fire Department
    • Preston City, Connecticut
    • Fire Fighter/EMS
      • Apr 2008 - Aug 2011

      -Fire Fighter/EMS support -EMT-B Certification -Fire Fighter 1 & 2 Certification -Fire Fighter/EMS support -EMT-B Certification -Fire Fighter 1 & 2 Certification

  • SAPPHIRE Technology
    • Computer Hardware Manufacturing
    • 1 - 100 Employee
    • Technical Contractor
      • Apr 2008 - Jun 2008

      -Video on Demand Contactor for Unisys (Foxwoods) -Assemble and Install predetermined VoD system for hotel rooms (Grand Pequot and MGM Grand) -Troubleshoot issues with VoD system performance -Video on Demand Contactor for Unisys (Foxwoods) -Assemble and Install predetermined VoD system for hotel rooms (Grand Pequot and MGM Grand) -Troubleshoot issues with VoD system performance

  • Atrion Networking
    • Warwick, RI
    • Call Center Technician
      • Apr 2002 - Apr 2003

      -Remote troubleshoot network related problems -Assist client's with troubleshooting network and computer based problems via phone -Coordinate service calls with on site technicians -Remote troubleshoot network related problems -Assist client's with troubleshooting network and computer based problems via phone -Coordinate service calls with on site technicians

Education

  • University of Phoenix
    Bachelor's degree, Information Technology
    2019 - 2022
  • ITT Technical Institute-Norwood
    Computer and Information Sciences and Support Services
    2004 - 2006
  • Cranston High School West
    High School
    2001 - 2004

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