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Michael Shirley

Senior Technical Support Specialist at Higher Education division of John Wiley and Sons
Intro Book
Seasoned IT professional with expertise in web development, technical support, and administration.
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Location
United States, US
Languages
  • English -
  • French -
  • Spanish -
Skills
  • Web Design
  • Microsoft Office
  • Html
  • Windows Xp
  • Customer Service
  • Show all
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Bio

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Michael Shirley is a seasoned IT professional with extensive experience in web development, technical support, and administration. He has worked in various industries, including education, energy, and finance, providing support for digital products, networks, and systems. Shirley holds multiple certifications in Six Sigma, Lean Six Sigma, and Microsoft technologies, demonstrating his expertise in process improvement and technical expertise. With a strong foundation in computer systems, Shirley has developed skills in web design, Microsoft Office, HTML, and system administration. He has also demonstrated excellent customer service skills, receiving recognition for his work in call centers and as a technical support specialist. Shirley's experience and certifications make him a versatile and skilled professional in the IT industry.

Credentials

  • Become a Six Sigma Green Belt
    LinkedIn
    Mar, 2023
    - May, 2026
  • Change Management Foundations
    LinkedIn
    Mar, 2023
    - May, 2026
  • How to Manage Lean Six Sigma Projects: Part I
    LinkedIn
    Mar, 2023
    - May, 2026
  • How to Manage Lean Six Sigma Projects: Part II
    LinkedIn
    Mar, 2023
    - May, 2026
  • Learning Minitab
    LinkedIn
    Mar, 2023
    - May, 2026
  • Root Cause Analysis: Getting to the Root of Business Problems
    LinkedIn
    Mar, 2023
    - May, 2026
  • Six Sigma Foundations
    LinkedIn
    Mar, 2023
    - May, 2026
  • Six Sigma: Green Belt
    LinkedIn
    Mar, 2023
    - May, 2026
  • Statistics Foundations 3: Using Data Sets
    LinkedIn
    Mar, 2023
    - May, 2026
  • Statistics Foundations 4: Advanced Topics
    LinkedIn
    Mar, 2023
    - May, 2026
  • Operational Excellence Foundations
    LinkedIn
    Oct, 2022
    - May, 2026
  • Lean Six Sigma Yellow Belt (ICYB)
    Wiley
    Jul, 2021
    - May, 2026
  • MCSA: Windows 10 - Certified 2017
    Microsoft
    Sep, 2017
    - May, 2026
  • Microsoft Certified Solutions Associate: Windows 10
    Microsoft
    Sep, 2017
    - May, 2026
  • Microsoft Certified Professional
    Microsoft
    Mar, 2017
    - May, 2026
  • Microsoft Specialist: Configuring Windows Devices
    Microsoft
    Mar, 2017
    - May, 2026

Experience

  • Higher Education division of John Wiley and Sons
    • Indianapolis, Indiana Area
    • Senior Technical Support Specialist
      • Aug 2016 - Present
      • Indianapolis, Indiana Area

      Instructor level support for WileyPLUS, WileyPLUS Learning Space, Engage, Wiley Efficient Learning, Leadership Practice Inventory, Sybex Test Banks, Dummies Learning. Support of all digital products and sites.

  • 1040TaxBiz
    • Indianapolis, Indiana
    • It Manager
      • Oct 2013 - Aug 2016
      • Indianapolis, Indiana

      Overall operations of corporate office network and Active Directory, phone systems, backup, disaster recovery and video surveillance. Seasonal lead of Help Desk / Support Staff, including management of inbound tax software support calls. Assisting in tax preparation and training of hundreds of tax preparation affiliates. Additional duties included Web content management, data conversions, email marketing, complex data analysis and research.

  • Duke Energy Corporation
    • 1000 E Main St, Plainfield, IN 46168
    • Call Center Rep
      • May 2012 - Sep 2013
      • 1000 E Main St, Plainfield, IN 46168

      Base representative handling an average of 150 calls per day during peak seasons, with an average handle time of under 5 minutes. Trouble shooting and reporting outages, billing / rebills and metering question, de-escalations, account management, credit verification, account documentation and much more.• Recipient of “Best Call Library” Award, August 2012• Recipient of multiple "WOW" Awards, customer recognition of excellent customer service skills.

  • Zempleo, Inc.
    • 1100 W 2nd St, Bloomington, IN 47403
    • Accounts Receivable Specialist - Clerk
      • Apr 2011 - Apr 2012
      • 1100 W 2nd St, Bloomington, IN 47403

      Billing of tamper, theft or fraud accounts. Research of deceased, invalid and minor accounts. Life Savings Device program administrator. Process development, account documentation, direct mailing, phone consultations, advanced billing and calculations. Account corrections and review for multiple departments. Liaison for multiple inter departmental projects. Maintained zero complaints to the Indiana Utility Regulatory Commission.• Completed advanced research and statistics associated with process driven programs.• Deployed and maintained multiple customer service projects.

  • Spherion
    • 1100 W 2nd St, Bloomington, IN 47403
    • Accounts Receivable Specialist - Clerk
      • Apr 2010 - Apr 2011
      • 1100 W 2nd St, Bloomington, IN 47403

      Billing of tamper, theft or fraud accounts. Research of deceased, invalid and minor accounts. Life Savings Device program administrator. Process development, account documentation, direct mailing, phone consultations, advanced billing and calculations. Account corrections and review for multiple departments. Liaison for multiple inter departmental projects. Maintained zero complaints to the Indiana Utility Regulatory Commission.• Completed advanced research and statistics associated with process driven programs.• Deployed and maintained multiple customer service projects.

  • Richard J Bagan, Inc
    • Marketing & Web Developer
      • Feb 2004 - Oct 2005

      Duties included web site design, print media, and vinyl and multimedia projects, document scanning and conversions to and from PDF and Word. During this time, I maintained and redesigned three corporate web sites and assisted in the development of a new division along with a new web site. Additionally, I was able to share ideas with the managers to conform the company to a paperless office allowing for near instant searches of data, account history and a reduction of physical storage. Additional duties include scheduling of meetings, tradeshows and travel preparations with itineraries.Web site development using GSA Section 508 standards.Reduced the price of future printing cost by 10%.Achieved top 20 search engine placement of over 200 keywords.

  • Staff Management
    • Indianapolis, Indiana Area
    • Computer Technician II - HP Compaq Computers
      • Oct 2001 - Jan 2002
      • Indianapolis, Indiana Area

      Custom built thousands of desktops, laptops and workstations which included the asset tag stamping, BIOS programming, registry editing, and installing multiple operating systems. Testing of installed hardware and software on all systems.

Education

  • 2000 - 2001
    American InterContinental University
    BS
  • 1998 - 2000
    Collins College
    AA
  • Eastern Greene High School

Suggested Services

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Industry Focus. “Computer Software”

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