Deputy Director Customer Support Associated Press
Greater New York City Area
- Current
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- Director Global Customer Support at Associated Press
- Past
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- Technical Support Manager Wall Street Journal Online at Dow Jones & Company
- Director Global Technical Support Factiva at Dow Jones & Company
- Technical Support Specialist at SCHENKER INTERNATIONAL
- Customer Service Specialist at PROPHET 21
- Education
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- Rowan University
- Recommended
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25 people have recommended Michael - Connections
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308
connections
- Industry
- Information Technology and Services
- Websites
Michael Wishnick’s Summary
OPERATIONS AND SUPPORT PROFESSIONAL
Michael Wishnick’s 16-year career in Customer Service and Technical Support has included Executive Management, Consulting, and Customer Support. This includes Customer Service, Technical Support, Pre Sales Consulting, and Research Support.
Michael is currently Director of Customer Support at the Associated press. Responsible for creating a single global Customer Service and Technical Support organization that offers 24 X 7 follow the sun support for the Associated Press customer base. Direct management of the Level 1 Support Specialist Team, Level II Platform Specialist, and Entitlements Team. Resolve customer issues and escalations by engaging the appropriate technical, engineering or management resources. Build a World Class Customer Support structure that emphasizes the values: Treat all customers with professionalism and courtesy. Take ownership of an issue from inception to resolution. Provide high quality product expertise.
Michael's past experience includes Director of Global Customer Service and Technical Support, for Dow Jones & Company, where he was responsible for Global Call Center Operations in the United States, United Kingdom, and Australia. In this position Michael specialized in supporting global fortune 500 companies with the suite of products and solutions from Dow Jones & Company.
Michael is a 1993 graduate of Rowan University in Glassboro New Jersey. He holds a B.A. in Sociology.
Michael Wishnick’s Specialties:
• Experience in hiring, training and starting Global Customer Support Center from inception.
• The ability to build a culture that promotes work enjoyment, work relationships, and work processes and procedures.
• Strengths in account management, problem-solving, trouble-shooting, sales staff support and planning/implementing proactive procedures and systems to avoid problems.
• Possess a variety of computer skills including hardware, software, and website development.
Michael Wishnick’s Experience
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Director Global Customer Support
Associated Press
(Non-Profit; Writing and Editing industry)
November 2007 — Present (2 years 1 month)
Manage daily operations of 24/7 global customer support center, including order processing and Tier 1 & 2 product and platform support. Direct, support and motivate customer support staff to provide the highest quality of service in the most cost-effective way·
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Technical Support Manager Wall Street Journal Online
Dow Jones & Company
(Public Company; 1001-5000 employees; DJ; Information Technology and Services industry)
February 2007 — August 2007 (7 months)
Technical Support Manager for Wall Street Journal Online, Barons, and MarketWatch. Managed the Customer Service Team ensuring that customers were satisfied with the Dow Jones Online Products.
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Director Global Technical Support Factiva
Dow Jones & Company
(Public Company; 501-1000 employees; DJ; Information Technology and Services industry)
April 1999 — January 2007 (7 years 10 months)
Responsible for Global Call Center Operations in the United States, United Kingdom, and Australia. Managed the global teams providing first and second level product support to external customers, including many on the Fortune 500 company lists, corporate partners, internal users, and global sales teams. Held primary responsibility for the Technical Delivery, Technical Support, Developer Support and Research Support Departments providing customer guidance, customer support, and advanced troubleshooting for the suite of Factiva products and solutions supported.
Led the Technical Support team of Senior Support Specialists. Responsibilities included providing pre-sale trial product consulting, post-sales product delivery, technical support, technical expertise and education. Primary focus on advising customers implementing the Factiva Products and Solutions in their company’s infrastructure. -
Technical Support Specialist
SCHENKER INTERNATIONAL
(Privately Held; 501-1000 employees; Information Technology and Services industry)
April 1998 — April 1999 (1 year 1 month)
Provided systems and desktop software end user support for various Microsoft Windows Network environments. Designed, configured and implemented Windows NT 4.0 network. Configured WINS, DNS, and DHCP services. Implemented and supported remote user’s access to corporate network using Microsoft Remote Access Services. Configured and maintained Microsoft Exchange Mail and HP Open Mail with Microsoft Outlook Mail client software as a corporate standard mail application.
• As a member of the Systems Support Team, designed and implemented Windows NT networks in branch offices across the country. -
Customer Service Specialist
PROPHET 21
(Privately Held; 501-1000 employees; Computer Software industry)
April 1995 — April 1998 (3 years 1 month)
Conducted on-site instruction for group customer training, as well as one on one troubleshooting. Provided Customer Service on a variety of open software systems for a global client base. Supported IBM RS/6000 and IBM Personal Computers for AIX, DOS, and Microsoft Windows operating systems. Published works include tutorial tips and on-line help screens for new software releases
Michael Wishnick’s Education
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Rowan University
B.A. , Sociology , 1990 — 1993
