Michael Fisher

IT Service Desk Supervisor at Hoag Hospital

Greater Los Angeles Area

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
Education
  • HDI
Connections
197 connections
Industry
Information Technology and Services
Websites

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 2008Present (2 months)

  • Help Desk Supervisor

    Monarch HealthCare

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

    April 2007Present (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 2005April 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)

    19982004 (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)

    19971998 (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)

    19941997 (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)

    19931994 (1 year)

  • Field Engineer

    Datacomm Network Services

    (Information Technology and Services industry)

    19931993 (less than a year)

  • Network Engineer

    Cass Marketing

    (Information Technology and Services industry)

    19911992 (1 year)


Michael Fisher’s Education

  • HDI

    HDI Support Center Manager, 20082008


Additional Information

Michael Fisher’s Websites:

Michael Fisher’s Interests:

Music Composition & Production

Michael Fisher’s Groups:

HDI

  •    ExecTec
  •    ITIL (V2-V3)
  •    Healthcare-IT/ EHR/ HIS
  •    American ITIL
  •    .FOX Networks - www.puntofox.com
  •    HDI - Professional Association for the IT Support Professional
  •    Reed Elsevier (500+)

Michael Fisher’s Contact Settings

Interested In:

  • career opportunities
  • consulting offers
  • new ventures
  • expertise requests
  • reference requests
  • getting back in touch

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