Mike Brooks
Help Desk Manager at Rohrer Corporation- Claim this Profile
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Topline Score
Bio
Al Romig
Skills are necessary, but a great attitude makes the difference. Mike has both!
Tricia Ater
Mike and I were colleagues at Demag Cranes for over 10 years. I’m a Product and Customer Service Manager with a team of 15 people, and Mike regularly provided valuable IT support. He always responded quickly and provided creative and innovative solutions to all of our computer, phone system and specific call center needs. Mike stayed informed on current technologies and provided guidance on optimal software and systems. His troubleshooting skills are excellent, and he was always patient with Team Members when we experienced problems. I strongly recommend Mike for any IT support or management role. He’s a strong, creative and dedicated Team Player.
Al Romig
Skills are necessary, but a great attitude makes the difference. Mike has both!
Tricia Ater
Mike and I were colleagues at Demag Cranes for over 10 years. I’m a Product and Customer Service Manager with a team of 15 people, and Mike regularly provided valuable IT support. He always responded quickly and provided creative and innovative solutions to all of our computer, phone system and specific call center needs. Mike stayed informed on current technologies and provided guidance on optimal software and systems. His troubleshooting skills are excellent, and he was always patient with Team Members when we experienced problems. I strongly recommend Mike for any IT support or management role. He’s a strong, creative and dedicated Team Player.
Al Romig
Skills are necessary, but a great attitude makes the difference. Mike has both!
Tricia Ater
Mike and I were colleagues at Demag Cranes for over 10 years. I’m a Product and Customer Service Manager with a team of 15 people, and Mike regularly provided valuable IT support. He always responded quickly and provided creative and innovative solutions to all of our computer, phone system and specific call center needs. Mike stayed informed on current technologies and provided guidance on optimal software and systems. His troubleshooting skills are excellent, and he was always patient with Team Members when we experienced problems. I strongly recommend Mike for any IT support or management role. He’s a strong, creative and dedicated Team Player.
Al Romig
Skills are necessary, but a great attitude makes the difference. Mike has both!
Tricia Ater
Mike and I were colleagues at Demag Cranes for over 10 years. I’m a Product and Customer Service Manager with a team of 15 people, and Mike regularly provided valuable IT support. He always responded quickly and provided creative and innovative solutions to all of our computer, phone system and specific call center needs. Mike stayed informed on current technologies and provided guidance on optimal software and systems. His troubleshooting skills are excellent, and he was always patient with Team Members when we experienced problems. I strongly recommend Mike for any IT support or management role. He’s a strong, creative and dedicated Team Player.
Credentials
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Infrastructure & Operations Management & Governance
Infotech AcademyMar, 2020- Nov, 2024 -
Transitioning from Technical Professional to Manager
LinkedInFeb, 2018- Nov, 2024 -
Windows 10: Security
LinkedInFeb, 2018- Nov, 2024 -
Lean Six Sigma - Green Belt
-Mar, 2016- Nov, 2024 -
Wireless LAN Administration
CWNP ProgramJul, 2015- Nov, 2024 -
Avaya Communication Manager & Basic Admin
Cerium Learning CenterMay, 2015- Nov, 2024 -
Microsoft Excel 2010 - Part 3
New Horizons Computer Learning CentersMay, 2015- Nov, 2024 -
Creating and Delivering Effective Training
Padgett ThompsonApr, 2002- Nov, 2024 -
RSA Certified Administrator
RSA CompaniesMar, 2003- Nov, 2024
Experience
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Rohrer Corporation
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United States
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Packaging and Containers Manufacturing
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200 - 300 Employee
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Help Desk Manager
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Feb 2023 - Present
The Service Desk provides an important role for businesses, as it serves as the point of contact for all issues related to IT. In this critical role, the service desk is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization, and, whenever possible, providing a first-contact resolution for customers. Responsible for identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliments; and, perhaps most importantly, often serving as the face, or voice, of the organization to customers. A strong, healthy service desk team is consistent; committed to quality and regular quality improvements; viewed throughout the organization as an important component of the IT team; committed to utilizing and responding to employee satisfaction metrics; and aware of the importance of utilizing regular performance metrics. Serving as a point of contact for customers, meeting customer expectations, and ensuring that they will receive courteous and consistent service; that they will be informed, in language that is not technical jargon, about how their issue will be resolved; and that all members of the service desk will take ownership of their issue. It is important that the service desk is effective, efficient, and always improving. Having a strong service desk and support manager is one of the most effective ways to ensure that the service desk meets and exceeds internal and external expectations. The service desk manager is responsible for managing the daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. Show less
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Nations Lending
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United States
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Financial Services
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700 & Above Employee
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IT Manager - User Service
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Mar 2018 - Nov 2022
Responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. Increasing customer satisfaction year over year by coaching the service desk team to provide excellent white glove customer service supporting 1200 clients. Meeting and exceeding ticket SLA’s utilizing weekly KPI’s, Reporting monthly KPI’s. Scheduling staff to support the business working hours. Providing external training to the service desk staff based on personal requirements, by evaluating each team member. Worked closely with vendor to build out and administrator Ivanti Service Mgr and Asset Mgr, using Ivanti cloud for asset discovery. Managed the endpoint life cycle from procuring to retiring. Show less
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IT Help Desk Supervisor II
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Jan 2013 - Dec 2017
- Oversaw and managed the day-to-day operations of the help desk. Identify, research, and resolve complex technical problems. Create and manage escalation procedures and ensures service levels are maintained. Documented, tracked, and monitored issues to provide resolution promptly. - Backup Exec 2012, restore files, monitored backups and swapped tapes for offsite storage.- Worked in vCenter to clone and control virtual servers, VMware virtual environment- Successfully negotiated and managed voice and cell contracts with vendors (T-Mobile, Verizon, and ATT). - Monitored contracts for billing accuracy. MDM (MobileIron) Administrator.- Efficiently utilized tools provided and other documentation as necessary in resolving technical issues or reproducing problem cases.- Proffered measures that will minimize or eliminate future occurrences and streamline the number of calls based on issues reported. Show less
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IT Support Specialist
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Jan 1998 - Dec 2013
- Advanced computer diagnostics and repair of both software and hardware for over 500 clients, supporting remotely through-out the US and Canada around 40 branches.- Singlehandedly installed networking wiring and connected Routers and switches to computers and IP phones. Installed Telco wiring for analog and digital telephones. Configured and maintained PBXes (Executone, Avaya, Mitel, 8x8 cloud) for business locations.- Active Directory user and email management: reset passwords, unlock accounts, creating mailboxes and user accounts, group policy, security and distribution groups, file sharing, drive mapping, and spam troubleshooting.- Setup and managed ACT by Sage 2010 CRM with a 100 end-user database.- Show less
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GE Reuter-Stokes Inc
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Twinsburg, OH
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PC Coordinator
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May 1986 - Dec 1997
- Daily responsibilities of purchasing, setup, delivering, training, troubleshooting, and repair of software and hardware problems. 100 user client base. - Responsible for programming the Toshiba Perception II PBX phone system, rewiring phone and data lines. Responsible for all pagers and wireless phones. - Daily responsibilities of purchasing, setup, delivering, training, troubleshooting, and repair of software and hardware problems. 100 user client base. - Responsible for programming the Toshiba Perception II PBX phone system, rewiring phone and data lines. Responsible for all pagers and wireless phones.
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Education
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1984 - 1986
Cuyahoga Community College
Computer and Information Sciences and Support Services
Community
