Michael Fisher

Current

IT Service Desk Supervisor at Hoag Hospital
Help Desk Supervisor at Monarch HealthCare

Past

IT Help Desk Supervisor at FOX Networks Group
IT Service Delivery Manager at Reed Business Information
Systems Manager at San Francisco Bay Guardian

Systems Analyst at Cahners Publishing Co.
Network Engineer at Datacomm Networks
Field Engineer at Datacomm Network Services
Network Engineer at Cass Marketing

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Education

Recommended

7 people have recommended Michael

Connections

197 connections

Industry

Information Technology and Services

Websites

My Website

Michael Fisher’s Summary

Professional Information Technology Manager with a background in health care, media and publishing industries. Passionate advocate of Customer Service and Business Alignment in delivery of IT Support.

- HDI Certification - Support Center Manager, June 2008
- HDI Board Member, Orange County Chapter

Michael Fisher’s Specialties:

Accomplished IT problem solver aligned closely with business objectives. Articulate and creative, builds and leads technical teams delivering tangible business value. Management and “hands-on” experience, strong Customer Service and User Training orientation. Passionate advocate for Best Practices in delivery of IT service, seeking position in technical management with a dynamic, forward-thinking organization.

Michael Fisher’s Experience

IT Service Desk Supervisor

Hoag Hospital

(Non-Profit; 1001-5000 employees; Hospital & Health Care industry)

August 2008 — Present (2 months)
Help Desk Supervisor

Monarch HealthCare

(Privately Held; 201-500 employees; Hospital & Health Care industry)

April 2007 — Present (1 year 6 months)

Responsible for Support Delivery in a fast-paced and growing Health Care organization.

- Instilled new Customer Service culture in Support Desk, realigning staff work habits and priorities, increasing overall Customer Satisfaction ratings by 27%.
- Inherited and salvaged a flawed VoIP deployment project in its final 8 weeks, leading a smooth transition to new core business system with zero downtime.
- Maintained call flows in Cisco Automatic Call Direction (ACD) systems, promptly addressing dynamic Marketing and Customer Service business needs, enabling expansion into new patient communities.
IT Help Desk Supervisor

FOX Networks Group

(Public Company; 5001-10,000 employees; Broadcast Media industry)

March 2005 — April 2007 (2 years 2 months)

- Based in Los Angeles, responsible for IT Help Desk support of 4000 users nationwide.
- Built, cultivated and managed staff of 10.
- Strong second-in-command for nationwide 35-person Client Services support team.
- Designed and deployed Altiris Help Desk solution, providing Issue Management system for more than 50 support technicians nationwide.
- Assembled comprehensive support escalation plan, enabling outsourcing of after-hours support, expanding coverage to 24x7x365 while freeing up headcount for savings of $90,000.
- Implemented Call Center staffing model, freeing Support Analysts from front-line phones, increasing ticket resolution productivity 70%.
IT Service Delivery Manager

Reed Business Information

(Public Company; 1001-5000 employees; ENL; Publishing industry)

1998 — 2004 (6 years)

Responsible for IT Help Desk support of 12 editorial operations and 19 sales operations in 3 states, generating combined yearly revenue in excess of $110 million, including Reed’s $80 million flagship publication, Variety. Managed team of 6 and yearly budget of $600,000.

- Led turn-around of demoralized Help Desk operation, fostering new constructive work environment, raising SLA compliance levels from 76% to 94%.
- Led team to design standard Windows XP client image, replacing multiple locally-created disk images with one company-standard image, paving way to reduce TCO 49%.
- Oversaw elimination of real-time data transfer failures in Oscar awards coverage, redesigning remote event hardware configuration, increasing editorial deadline cushion by 20 minutes.
- Created Best-Practice Help Desk operation, optimizing support processes to align with business aims, raising customer satisfaction levels to over 90%.
Systems Manager

San Francisco Bay Guardian

(Privately Held; 51-200 employees; Newspapers industry)

1997 — 1998 (1 year)

Responsible for editorial, administrative and publishing systems at weekly alternative newspaper. Supervised staff of 2, supporting editorial & sales staff of over 100 people.

- Provided 24/7 support services for Guardian Online, the BBS at the heart of the Guardian’s early web ventures.
Systems Analyst

Cahners Publishing Co.

(Public Company; Publishing industry)

1994 — 1997 (3 years)

IT network and desktop support of company’s West Coast sales and editorial offices, including Variety’s high-profile daily and weekly editorial publishing operation.

- Provided first-ever local IT support presence for San Jose, Irvine and West LA offices, supporting sales and editorial operations, decreasing urgent response time 75%.

- Resolved gaps in user skill levels, writing concise task-oriented user documentation, reducing Help Desk calls by 14%.

- Automated manual page and chart layout functions, creating applications to generate Variety’s box office and stock market charts, saving $16,000 per year.
Network Engineer

Datacomm Networks

(Information Technology and Services industry)

1993 — 1994 (1 year)
Field Engineer

Datacomm Network Services

(Information Technology and Services industry)

1993 — 1993 (less than a year)
Network Engineer

Cass Marketing

(Information Technology and Services industry)

1991 — 1992 (1 year)