Michael J. De Armas is an experienced client specialist with expertise in team training, customer support, and process development. His professional background includes roles in production management, customer service, technical support, and hospitality management, where he has demonstrated strong leadership and problem-solving skills. He holds a Bachelor of Science in Technical Management and several certifications related to project management and quality assurance.

1. MICHAEL J. DE ARMAS
Cary, IL 60013 dearmas.michaelj@gmail.com
224-247-3085 linkedin.com/in/michael-j-de-armas
CL I ENT SPECI AL I ST
CAREER SUMMARY
Uniqueabilityto createefficient teams of customer service personnel in fast-paced environments that can multitask
and be proactive while problem-solving and following industrybusiness standards.
AREAS OF EXPERTISE
 Training, Coaching, and Mentoring
 Conflict Resolution
 Quality Control and Assurance
 Team Collaboration
 Process Development
 Administrative Support
 Procedure Implementation
 Conversational Spanish
 Client Support
 Order Entry and Processing
 Product Inspection
 MS Word, Excel, Outlook
PROFESSIONAL EXPERIENCE
DIGITAL PIX & COMPOSITES, LLC, McHenry, IL 08/19-09/19
PRODUCTIONMANAGER (Contract)
Supported a nationally renowned photography company serving the collegiate market.
 Interacted with all departments on the production floor and collaborated with others to remove obstacles, resulting in
expedited orders.
 Monitored and managed multiple staff schedules and adjust resources to ensure on-time shipments.
 Inspected all finished products and mitigated unforeseen situations to ensure orders meet established quality
standards.
VERSION 2, LLC, Homer Glen, IL (Telecommuted) 11/18–02/19
CUSTOMER SERVICE AND SUPPORT TEAM LEAD
Led a team hosting Cloud and/or On-Premise Managed IT Services.
 Supervised team interactions to address customer needs appropriately, audited CRM tool for accuracy, and guided the
team by sharing detailed reports on team performance.
 Managed customer documentation, assisted in developing new company procedures, and advised on issues of
concern to both management and the team in daily status and bi-weekly staff meetings.
FOLLETT SCHOOL SOLUTIONS, McHenry,IL
TECHNICAL SUPPORT LEAD (Contract) 06/18-09/18
Led team for a worldwide provider of content, technologysolutions, and expert support to Pre-K-12 Educators.
 Interviewed, scheduled, coached, and evaluated a team of 18 new hires for the fall peak season.
 Coordinated lunch/breaks, processed scheduling requests, Monitored KPIs, engaged in team communications, and
collaborated on process documentation with the management team to ensure quality.
 Resolved client issues such as upgrades, reports, school district patron set up, and cataloging materials.
 Documented resolution procedures for escalated issues and was a source of assistance when requested.

2. Resume, Page 2 Michael J. De Armas
EXTREME NETWORKS, Schaumburg, IL 06/06–02/18
Enterprise and network solution provider based in San Jose, California that purchased the WLAN department from ZEBRA
TECHNOLOGIES, which previously acquired the department from MOTOROLASOLUTIONS.
ASSOCIATE PRODUCT SUPPORT REPRESENTATIVE (03/10 - 02/18)
Served as a lead support contact for new hiresinternally and offshore asan originalmember of the department. Managed customers
with locations ranging from 1-1K+ sites and progressively increased responsibilities through 3 company acquisitions.
 Handled customer escalations ensuring customer satisfaction by improving processes as needed.
 Improved overall service levels by training multiple teams and providing feedback to management as a Train the
Trainer and Subject Matter Expert (SME).
 Ensured service level agreements and retained positive customer relations by utilizing a positive phone presence to
express expectations to customers clearly and concisely
 Performed case audits/scrubs, modifying procedures based on customer needs and agent performance.
TIER II CUSTOMER SUPPORT AGENT (06/06 – 03/10)
Aided Post Office workers with installing, maintaining, upgrading, and using a barcode scanning system.
 Awarded multiple achievement awards for outstanding customer service.
 Trained new agents and offered ongoing support as an original agent from the project start.
 Resolved technical support issues efficiently by using logical proven methods and systematic order.
 Employed reliable communication and organizational skills with a confident approach.
RELATED CUSTOMER SERVICE MANAGEMENT
Held multiple management positions in the hospitality industry including:
 Food and Beverage Supervisor
 Restaurant Manager
 Crew Instructor
 Investigated and resolved complaints in service and/or quality ensuring satisfaction and repeat business.
 Increased profits and enhanced customer service by training high-turnover service staff.
 Achieved budgeted goals by supporting promotional product sales of new and repeat clientele.
 Created promotional material, planned menus, estimated costs, and purchased inventory.
 Preserved corporate policies, including enforcing waste reduction and ensuring execution of procedures.
 Defined target market, analyzing market demographics, and determining advertisement placement.
EDUCATION
Bachelor of Science (BS), Technical Management, Cum Laude, Business Focused,
DeVry University, Addison, IL
Associate of Applied Science (AAS), Hospitality Management, (3 degrees),
College of DuPage, Glen Ellyn, IL
CERTIFICATIONS
Dale Carnegie Training, Motorola University
Yellow Belt, Digital Six Sigma (DSS Tools Training and DSS Statistics), Motorola University
Quality for Project Managers, Motorola University/ESI International
Managing Projects, Motorola University/ESI International
Security + Certified, CompTIA