MICHAEL CLOUSE

● Installation and configuration of hardware and software systems for Veterinary Clinics spanning the United States

● Troubleshooting and resolving technical issues on-site

● Work independently and manage time effectively

● Communication and customer service with Hospital Managers and employees

● System upgrades and migrations

● Read and interpret technical diagrams and blueprints

● Problem-solving and analytical troubleshooting

● Frequent use of remote support tools and techniques

● Train and support end-users on system functionalities

• Collaborated with engineering teams to design, develop and implement new solutions for reliability improvement
• Conducted root cause analysis of system outages or performance degradation incidents
• Provided technical support for resolving customer complaints and inquiries
• Maintained inventory records of hardware components and software licenses
• Evaluated existing processes and procedures to suggest improvements in the existing architecture

• Monitored Network health for entire SIP network for the NOC of RingCentral
• Analyzed all active alarms daily
• Sorted and network alarms by owning department and severity
• Escalated active alarms within SLA escalation standards
• Ensured company policies were followed for every department of RingCentral for the Change Management process
• Helped lead Incident tracking and documentation for every incident within RingCentral Network until resolution
• Documented and created all vendor maintenance notifications
• Documented and created all Customer maintenance/incident notifications

• Security and facility maintenance for over 120,000 sq/ft of data center
• 24/7/365 customer support over multiple software, hardware, and virtual platforms
• Extensive customer support in both remote hands and troubleshooting
• Hardware and network project provisioning
• Extensive preventative maintenance facility training
• Resolved escalated customer requests regarding data center services in a timely manner
• Assisted in developing new processes and procedures for managing the day-to-day operations of the data center environment

• Provided both hardware and software support over various platforms
• Provided technical support in-house, remotely, and on-site
• Organized and scheduled all service calls within the LED service division
• Recognized for superior customer support
• Trained customers on signage software

• Managed a team of calibration technicians who serviced numerous oil refineries across the United States
• Performed on-site training to major oil refinery customers
• Researched and analyzed engineering blueprints to successfully maintain and repair equipment