Michael McPartlin Technical Customer Support Specialist with 5+ years of

Bridge Line Coordinator Team Lead

Insight

Sep 2024 - Apr 2025 (8 months)

• Lead a team of 4 Bridge Line Coordinators, facilitating Microsoft Teams meetings to support field technicians for a nationwide Digital Signage Installation project. • Directed the Bridge Coordinator team throughout the execution of the Site Assessment and Installation phase of the project covering roughly 550 sites from project beginning until completion. • Supplied the Project Deliverables to the Client, following rigid guidelines regarding file structure and quality. • Performed quality assurance checks on project deliverables to ensure compliance with project standards. • As the first point of escalation for the Bridge Coordinator team, coordinated with other departments to efficiently resolve issues in order to ensure timely completio

Tier 2 Support Desk Technician & Remote Installation Support Technician

Insight

May 2023 - Aug 2024 (1 year 4 months)

• Promoted from Tech Support to Installation Support due to subject matter expertise of CCTV and Alarm systems. • Provided remote direction and support to on-site installation technicians across the continental United States for various CCTV and Alarm system installations. • Participated in cross-departmental meetings to review and qualify installation projects. • Contributed to the success of the team’s increase in output quality through the development of improved troubleshooting workflows and ticket template enhancements. • Regularly supported the onboarding of newer teammates. • Utilized ServiceNow to organize, track, and manage incidents, with a focus on meeting response and SLA targets.

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Sales and Order Support Specialist

East View Map Link

Sep 2022 - May 2023 (9 months)

• Increased sales through a telephone and email outreach campaign to promote the company's products. • Established business relations with retail businesses to expand the dealer network. • Utilized NetSuite ERP software for sales entry, inventory management, and finance/accounting purposes. • Utilized Excel to format and organize data correctly for bulk order import into NetSuite. • Liaised with drop-ship business partners for order fulfillment, product information inquiries, and problem resolution.

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Foreign Language Instructor

Chongqing Jiaotong University

Aug 2021 - Jul 2022 (1 year)

• Successfully led four classes of approximately seventy-five students each from semester beginning to end, during the 2021 – 2022 academic year. • Created classroom materials, exams, and assessed students’ performance with accurate record keeping. Submitted results according to university standards and Foreign Language Department requirements.

Foreign Language Instructor

Sichuan International Studies University

Nov 2020 - Jul 2021 (9 months)

• Foreign English Teacher: Foreign Teacher in the Foreign Language Department at Chongqing • Successfully led eight classes of approximately thirty students each from semester beginning to end, during the 2020 – 2021 academic year. • Created classroom materials, exams, and assessed students’ performance with accurate record keeping. Submitted results according to university standards and Foreign Language Department requirements.

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Tier 2 Remote Support Technician & International Support Technician

ProVision Security

Oct 2015 - Apr 2020 (4 years 7 months)

• Played a significant role in increasing the NPS score of Provision Security from negative numbers to an industry-leading score of +75. • Utilized ConnectWise Manage to organize, track, and manage incidents with a focus on meeting response and SLA targets. • Provided prompt, courteous Level II technical support of the client’s access control, CCTV, burglary alarm and software with a high level of satisfaction. • Effectively communicated with the escalation channels of Level III Tech Support, Installation Support, and the Manufacturer in order to streamline the customer experience. • Utilized a myriad of systems to solve hardware and software issues quickly and effectively, including SQL queries, TeamViewer, UniFi Network Application, Digit

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Foreign English Instructor

Hampson English

Sep 2013 - Sep 2015 (2 years 1 month)

One on one teaching for students and professional clients of various ages, skill levels, and goals.

Operations Processor 2 contract worker through Office Team

Wells Fargo

Aug 2012 - Mar 2013 (8 months)

Home Mortgage Loan Review

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Chinese Language Instructor

University Language Center

Sep 2011 - Jan 2012 (5 months)

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English Teacher

New Oriental Education Technology Group NYSEEDU

Oct 2008 - May 2011 (2 years 8 months)

• Taught individual and small class oral English classes using a series of Power Point presentations • Made presentations and led discussions in open forum classes • Instructed corporate enterprise training classes for Siemens and CISDI employees

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Account Manager

DCGroup Inc

Dec 2007 - Aug 2008 (9 months)

• Was recognized for saving the company money by establishing new business relations by reaching out to new vendors and conducting bid competitions. • Provided excellent customer service with prompt and courteous communication, submitting timely reports, generating price quotes to follow up on inspections, and diligently researching and responding special requests. • Coordinated complex installation projects involving multiple stakeholders and many departments by managing procurement and transportation logistics, utilizing subcontractors and issuing purchase orders while maintaining tight budgets. • Effectively supervised Field Service Engineers for scheduled maintenance inspections, emergency services, and installation procedures.

Customer Service Agent / Interpreter

Northwest Airlines

Nov 2006 - Dec 2007 (1 year 2 months)

Russian Language Interpreter, Customer Service Agent • Promoted to Russian Language Interpreter position in the International Department, Assisted US Customs with translation for customs processing, provided translation services for passengers • Maintained strict airport securities procedures, obtained US customs seal endorsement • Coordinated flights – interacted with the flight crew, operated jet-bridge, directed and informed passengers with announcements, completed and filed necessary paperwork, directed Boarding Agent • Excellent face to face communication and customer service skills • Utilized internal computer and phone systems to access information and communicate with management

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English Teacher

VSPU

Oct 2005 - Jun 2006 (9 months)

English Teacher at a University in Russia • Taught mainly upper level classes in Literature and American Culture, with a focus on speaking and listening. • Primary instructor for about 5 classes per week, and it was my responsibility to know the material, create the syllabus, lesson plans and exams, and conduct the final examination. • Collaborated with full-time teachers to create lesson plans, select classroom materials, conduct examinations and give constructive criticism. • Actively participated in other university related activities, including: I gave a speech in Russian at a conference about racial tolerance at an event organized by a holocaust survivor, and I led a discussion group at a “civil courage” conference for students.

Teacher's Aid

University of Minnesota

Oct 2002 - Dec 2002 (3 months)

Teacher's Aid in the Russian Department

Sorter

UPS

May 1996 - Oct 2005 (9 years 6 months)

• Semi-skilled manual labor, sort packages on a conveyor belt operation by zip-code. • Certified monthly to demonstrate zip-code knowledge retention. • Represented my work group in the safety committee.

Michael McPartlin

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