Phil Michel

About Phil Michel

Customer-centric dynamic manager achieving award-winning results for developing top-performing cross-functional global teams in driving customer satisfaction, retention, and SLA goals. Collaborative problem solver working closely with engineers and customer stakeholders in identifying root cause and developing clear and actionable solutions. Engaging communicator, building rapport quickly and providing world-class customer experience to reduce escalations in record time and save large high-profile accounts. Motivational in developing individuals to top potential and achieving demanding business objectives and deadlines. Technical knowledge in : Data Center- Virtualization/ VmWare, Storage Area Networking, Cloud computing/SaaS/AWS; Routing protocols-BGP/OSPF/EIGRP; TCP/IP, DNS, DHCP; Wide-Area Networking; Security- Firewall, VPN, IP Sec; Cable/DOCSIS/Video; Unified Communications; Lan-Switching/VLAN; Linux/Unix; Wireless/802.11.Working knowledge of Salesforce and Oracle CRM tools, JIRA, MS Project, MS office, and Business Objects.

Experience

1. Garden Store Associate and Coach

   The Home Depot

   Mar 2018 — Present · Gilroy, CA, US

   Official trainer for associates striving for certification on all heavy lift equipment, including the forklift, order picker, reach (indoor forklift), and electric ladder. Proctor exam for all new certifications.Mentor all new Garden associates on how to best provide excellent customer service, and recommend training for growth. Assist cutomers with all garden products, utilizing best gardening practices and personal knowledge. Assist managers on setting up seasonal merchandising, including the Christmas tree lot. Received multiple customer satisfaction awards called ‘Homers’ for delivering excellent customer service.

Education

• San José State University

  Bachelor of Science Business Administration (B.S.)

Skills

• Technical Support
• Presentations
• Mpls
• Voip
• Data Center
• Cisco Call Manager
• Services Delivery
• Routing Protocols
• Ms Project
• Bgp
• Product Management
• Professional Services
• Customer Advocacy
• Cloud Computing
• Mission Critical Environments
• Cable Networks
• Ipcc Express
• Laboratory Operations
• Ip
• Cross Functional Team Building
• Routing
• Service Provider Networks
• Unified Communications
• Tcp/Ip
• Cross-Functional Team Leadership
• Disaster Recovery
• Vendor Management
• Operations Management
• Cisco Ios
• Toastmasters
• Management
• Network Architecture
• Cisco Systems Products
• Laboratory
• Switches
• Cisco
• Itil
• Troubleshooting
• Network Design
• Ospf