LinkedInMichael W. Carr

Michael W. Carr

After Market Sales at Assa Abloy Hospitality

Location
Dallas/Fort Worth Area
Industry
Information Technology and Services
Current
  1. Assa Abloy Hospitality
Previous
  1. NTWD,
  2. Dr. Williams D.C,
  3. North Texas Web Designs
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Assa Abloy Hospitality

Assa Abloy Hospitality

After Market Sales

– Present

View full profile

Background

Summary

Web Design, E-book creation, Internet monitoring.
Training in Internet
3rd level Tech Support
Assistance with local NOC
Webmaster multiple domains.

Specialties:NOC
3rd level Support Tech, Dial, DSL & FIOS
12 years PC & Internet
7 years Web Design

Experience

After Market Sales

Assa Abloy Hospitality
– Present (2 years 2 months)Richardson, Texas

Inbound and outbound sales calls from existing Hospitality customers.

Support Specialist

Assa Abloy Hospitality
– Present (4 years 3 months)

Customer Support.

Consulting - Internet and Website design

NTWD
(2 years 8 months)

I am available for private consultation in Interent and website design. Contact me for details . . . sales@mydfwtx.com

Webmaster / Medical Biller

Dr. Williams D.C
(1 year 6 months)

Web site design/hosting of multiple domains. Internet Marketing & SEO
Creation of Video productions used on-line for Internet Marketing
Insurance billing: assisted in evaluation and selection and use of Electronic Billing software used to electronically bill Medical Insurance companies for insurance claim reimbursement to Doctor.

Webmaster / GUI designer / SEO

North Texas Web Designs
(1 year 4 months)

Web site design/ Graphical User Interface design & hosting of multiple domains for small businesses in North Texas. Organic Internet Marketing & Search Engine Optimization (SEO) processes to increase website traffic.
Use of CSS Style sheets, Java scripts, Breadcrumbs

Volunteer

Celebration Covenant Church ( CCC )
(6 years 2 months)

Did various Volunteer work for the church
* Usher/Greeter
* Sunday School teacher
* FEW member
* Youth security team member

Systems Analyst

Verizon Internet
(11 years 7 months)

Monitor Internet, Internet security. Assist in 3rd level support helpdesk for FIOS/FTTP/Fiber and DSL customers.

Network Specialist/Single User Issues (SUI)

Verizon Internet
(11 years 7 months)

1. Provide daily/weekly/monthly reporting of measurable metrics to upper level senior management allowing for adequate training and scheduling of Verizon Call Centers (B2C) world-wide. Metrics included: average e-mail/personal web-space/DNS/LDAP/ Security/Provisioning/connectivity down times, number of customers effected, average of tickets worked per tech, average type of ticket worked, and much more.
2. Develop customer support training/troubleshooting manuals and was involved in the training of other employees nationwide, bringing the average customer support from over 70 hours to less than 8 hours per escalation, increasing customer retention and number of calls per tech taken.
3. Responsible for the 3-Tier Support of Verizon.Net by performing advanced troubleshooting/ problem diagnosis, supporting 22 Call Centers (B2C) which in turn supported over 1.5 million customers on a ticket-by-ticket basis using Remedy, increasing customer retention and saving tens of thousands of dollars per year.
4. Developed and documented Departmental Recovery Disaster Plan.
5. Developed ISO9000 compliance documentation required for SUI department.

Support Center / Help Desk

Verizon Internet Services
(11 years 7 months)

Provide advanced, 3rd level support for FIOS/FTTP/Fiber and DSL customers nation-wide

Network Systems Specialist

GTE Internetworking
(11 years 7 months)

1. Assisted in creation and setup of department responsible for monitoring of all Verizon Internet internal system servers used to allow Verizon.NET to be monitored on a 7x24x365 basis in Verizon's Network Operations Center (NOC) (B2B)
2. Monitor, troubleshoot and report network and server operations and performance for over 900 NT/Unix/CGI servers co-located US wide providing faster response time for system engineers and providing for a 97% uptime of all customer facing systems.

Network Systems Specialist

GTE Data Services
(11 years 7 months)

1. Assisted in creation and setup of department responsible for monitoring of all Verizon Internet internal system servers used to allow Verizon.NET to be monitored on a 7x24x365 basis in Verizon's Network Operations Center (NOC) (B2B)
2. Monitor, troubleshoot and report network and server operations and performance for over 900 NT/Unix/CGI servers co-located US wide providing faster response time for system engineers and providing for a 97% uptime of all customer facing systems.

Network Specialist

Verizon Internet Services / GTE
(11 years 7 months)

/Single User Issues (SUI) * Verizon Internet
Provide daily/weekly/monthly reporting of measurable metrics to upper level senior management allowing for adequate training and scheduling of Verizon Call Centers (B2C) world-wide using Adhoc reporting and Excel spreadsheets. Metrics included: average e-mail/personal web-space/DNS/LDAP/ Security/ Provisioning/connectivity down times, number of customers effected, average of tickets worked per tech, average type of ticket worked, and much more.
Develop customer support training/troubleshooting manuals and was involved in the training of other employees nationwide, bringing the average customer support from over 70 hours to less than 8 hours per escalation, increasing customer retention and number of calls per tech taken.
Responsible for the 3-Tier Support of Verizon.Net Call Center by performing advanced troubleshooting/ problem diagnosis, supporting 22 Call Centers (B2C) which in turn supported over 1.5 million customers on a ticket-by-ticket basis using Remedy, increasing customer retention and saving tens of thousands of dollars per year.
Developed and documented departmental Disaster Recovery Plan.
Developed ISO9000 compliance documentation required for SUI department.

Business Sales Technical Support

Verizon Internet Services
(9 months)

Verizon Internet
Taught Business Sales Team (B2B) about the services they were selling in order to provide the Business Customer a better bottom line for their investment dollars and 12% increase profit margin for Verizon Business Sales.
Created documentation of process flow of services from other departments within Verizon.NET to provide a better end result to Business Customers on a nation-wide basis allowing for higher profit per business customer along with greater customer satisfaction and an increased retention rate of 5%.;

PC Desktop Support Engineer

The Foster Grant Group
(2 years 5 months)

Desktop support including Hardware and Software of new and existing PCs and interface with IBM AS400 mainframe at two locations for about 200 users.
Selection & purchase of all PC's and software and other related network hardware.

PC Support Engineer

Volt Technical Services
(6 months)

Placed in assignments with the following companies;
MICROSOFT; Call Center/phone support for: DOS, Windows, WFW3.11, OFFICE and many various other
Microsoft software packages as needed for Microsoft customers nationwide.

Data Systems Tech (DS2) 2nd class

US Navy
(6 years 1 month)

* Support Ship's computer based (mainframe) Honeywell DPS6 supply system
* Assisted in National Defense of USA
* Desert Storm/Desert Shield war Veteran
* Multiple awards & ribbons for outstanding service

Skills

  • Network Operations
  • Customer Service
  • Operating Systems
  • Problem Solving
  • Windows
  • Disaster Recovery
  • ITIL
  • Computer Network...
  • Hardware
  • Troubleshooting
  • Software Installation
  • Call Centers
  • Networking
  • Servers
  • Team Leadership
  • Security
  • Visio
  • Vendor Management
  • Data Center
  • Integration
  • VoIP
  • Help Desk Support
  • Microsoft SQL Server
  • System Administration
  • Technical Support
  • Training
  • Leadership
  • Computer Hardware
  • Cisco Technologies
  • System Deployment
  • TCP/IP
  • Active Directory
  • WAN
  • BMC Remedy
  • XP
  • LAN-WAN
  • DNS
  • IT Operations
  • VMware
  • Switches
  • Firewalls
  • Windows Server
  • Microsoft Technologies
  • Network Administration
  • See 29+  See less

Honors & Awards

* Webmaster award from DYRAC.org 2005
* President's Silver Volunteer Award 2005

Military
* Good Conduct Award
* Discretionary Award
* Desert Sheild/Desert Storm Medals

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