1. Michael Fronapfel
2675 Horseshoe Circle | Mead, CO 80542 | 970-535-6394 | mikejapfel@gmail.com
Motivated professional with years of experience as a help desk technician and call center operations supervisor. Proven
talent for working efficiently and balancing multiple conflicting priorities. Excellent interpersonal skills, demonstrated
through the ability to cultivate trust and open communication at all levels of an organization. Capable of taking on new
tasks with minimal training and supervision. Meticulously documents process, procedures, and results. Driven by a
commitment to providing excellent customer service and support. Capable of simplifying and disseminating highly
complex technical information into terms easily understood by users through email, phone, or remote access.
Areas of Expertise & Technical Skills
 Help Desk Management
 Employee Leadership
 Call Center Operations
 Performance Evaluation
 ConductingInterviews
 Trainingand Coaching
 Customer Service
 Communication
 Time Management
Professional Experience
Lockheed Martin 2001-2016
LMSD Call Center OperationsSupervisor (2009-Present)
 Managed activitiesand performance of Tier 1 analysts, includingLockheed Martin employees and vendors
 Performed call monitors for employeestwice a month, and conducted monthlyperformance evaluations
 Provided insight on QualityIncident reports, and assisted with documentation for new product support
 Coordinated employee training, performance assessments, work assignments, and disciplinaryactions
 Ensured all dailytasks and projectsare completed by employeeswith respect to accuracy and timeliness
 Collaborated with the schedulingteam in order to provide coverage for 24 hour service desk operation
LMSD Coordinator for ESBA and IS & GS(2006-2009)
 Managed the interviewing, training, coaching, and performance of 25 ESBA and IS& GS analysts
 Conducted one-on-one evaluationswith each analyst to discussopportunitiesfor improvement
 Monitored Service Level Management, First Call Resolution, and Metrics Reportingfor all sites
Help Desk Technician (2001-2006)
 Served as the lead analyst in transitionswith MFC sites in Dallasand Orlando, and a team member on
transitionsfor Riviera Beach Florida, Akron, Ohio, Niagara Falls, Mitchell Field, Owego, and Eagan
 Received multiple Top Performer awardsand multiple Employee of the Month awards, includingHighest
Call Volume for 2004, SPIRITaward from fellow analysts and RubyAward for OutstandingPerformance
Avaya Communications 2000-2001
Help Desk Technician
 Worked as Level 1 Call Center Support for Microsoft Office, Outlook, Adobe Acrobat, VPN,
Internet Explorer, Remote Access, DNS, WINS, DHCP, and Networking Addressingissues
Education & Training
HDI Service Desk Manager Certification
ITIL Foundations Certification
Bachelor of Science, Computer Information Systems
University of Phoenix, GPA: 3.7
Associate of Arts, Business Administration
Western Wyoming Community College, GPA: 3.85
Dean’s List and Honor Student
Language Fluency: English and German