Michael Hyde

About Michael Hyde

I am an accomplished and integrity-driven Support Engineer and Team Leader, with a high levelof whole-platform support experience. I lead by example to foster collaboration, learning, andprofessional camaraderie. I seek to obtain a complete understanding of an issue so that theresolution is an enhancement of the existing environment rather than a workaround; while alsothoroughly and thoughtfully documenting the steps to find and solve the issue for others.

Experience

1. Senior Technical Support Engineer

   Okta

   May 2022 — Present

   Provide effective and consistent guidance to assist customers in configuring andadministering the Okta platform.• Own customer Support cases from start to finish; from the initial troubleshooting andinformation gathering, to the discovery of a root cause, to executing the best solutionfor the customer’s needs, and to documenting the solution in a readable format forSupport Engineers and customers alike.• Love our Customers: Exceed expectations in every possible facet of customerinteractions. Respond quickly and meaningfully during initial contact. Provide conciseand accurate information. Listen to a customer’s concerns and never take them forgranted.• Always Secure, Always on: Gather information from Support cases to thoroughlydocument bugs or other necessary changes that will assist the Engineering andProduct teams on how to improve Okta code, processes, and apps.• Build and own it: Use the information obtained from Support cases to create new orenhance existing knowledge articles. Provide feedback to Product owners to ensurethe excellence of Okta documentation.• Drive what’s next: Think beyond existing practices to improve both internal andexternal procedures and policies. Create new communication channels and invitecollaboration. Drive discussions to ensure a consistent body of work from the whole ofthe Support team. Leverage the experience and knowledge gained to inform theSupport, Training, Engineering, and Product teams.

Education

• Missouri State University

  Theatre

• Ozarks Technical Community College

  Associate of Arts and Sciences - AAS, Computer Science

  1999 — 2000

Skills

• Improvisation
• Liquor
• Spirits
• Performing Arts
• Drama
• Voice Over
• Technical Support
• Stage
• Cocktails
• Dialects
• Computer Hardware
• Stage Combat
• Plays
• Pc Building
• Writing
• Casting
• Commercials
• Voice Acting
• Computer Repair
• Singing
• Comedy
• Acting
• Bartending
• Mixology
• Feature Films
• Shakespeare
• Film
• Wine & Spirits Industry
• Mac & Pc Platforms
• Theatre
• Musical Theatre