Michael Schelske has over 10 years of experience in Cisco VoIP call centers, including maintaining networks and resolving issues for a high-volume IT helpdesk. He led the successful transition of 12 Social Security Administration call centers to a new Cisco VoIP system. Schelske has experience providing tier 1 technical support, project management, knowledge base development, and customer relations for call centers. He has security clearances from the US Postal Service and Social Security Administration.

1. Michael F Schelske
Louisburg, NC. 27549 919-601-5183
mschelske01@embarqmail.com
https://www.linkedin.com/in/michael-schelske-712806109
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Summary
An Information Technology leader with over 10 years experience in Cisco VoIP call center. Maintained high quality of
network, voice and data related issues resolution for a high volume IT Helpdesk. Successfully led the transition of several
Social Security Administration Answering Sites from Aspect-based Automatic Call Distribution system to Cisco-based VoIP
ACD system. Delivered exceptional customer service and satisfaction while achieving goals set forth by SSA Headquarters.
Developed strong relationship with customer and all vendors working all trouble tickets to completion.
My experience includes:
 Tier 1 level technical support for 24/7/365 Social Security Administration Call center.
 Project Manager for Cisco VOIP rollout to 12 of 30 SSA Call Centers.
 Development of Knowledge Base Solutions for the call center help desk.
 Customer Relations Liaison for HP between SSA and AT&T.
 Tier 1 Desktop technical support.
 Security Clearance United States Postal Service (USPS) – Sensitive Data Management and Access Clearance -
SSA Suitability Clearance
PROFESSIONAL EXPERIENCE
Hewlett Packard Raleigh, NC
Technical Solutions Consultant, Project Manager 1998-2015
 Open, document, and close trouble tickets as they are reported to the Help Desk.
 Provide technical support for SSA Call Centers on all VOIP issues, data network issues & hardware issues.
 Perform initial troubleshooting to determine nature of issue and identify next steps
 Escalate tickets where necessary to the appropriate support level (internal or outside vendor)
 Run reports as necessary to support daily activities
 Open and manage trouble bridges (conference bridges) as necessary to troubleshoot and resolve higher visibility
issues (typically SEV 1 and SEV 2 issues)
 Develop, cultivate, and maintain excellent customer relations in order to provide excellent customer service
 Contribute processes and procedures to the Help Desk Knowledge Base (Kbase) in order to maximize Help Desk
efficiencies and improve customer service
Project Manager – Government Agency
Lead project manager for the CARE 2020 (Citizen Access Routing Enterprise) site transition team.
 Successfully led transition of 12 of the 30 SSA Call Centers from the retired Aspect-based ACD (Automatic Call
Distribution) system, to the new CARE 202 Cisco Based VoIP ACD system.
 Completed all pre-onsite work using processes collectively developed by the site transition team.
 Coordinated the shipping, receiving, and installation of all equipment.
 Coordinated with SSA Headquarters, site management and staff all required training.
 Oversaw the configuring and placement of the new VoIP phones (40-700) per site
 Responsible for testing and troubleshooting all new equipment, gathering and packing all of the retired equipment
for shipment.
 Personally configured over 4000 of the 9000 Cisco VoIP phones.
 Provided day 1 support for all 12 sites following successful transition to the new VoIP Solution.
Service Readiness Engineer/Technical Writer
 Platform Lead Service Engineer on 2002-2005 General Motors Mid-Size truck programs.

2.  Planned Product Development Team meetings, Compartment Integration Team meetings, and Mid-Size Truck Program
Meetings.
 Coordinated program information from supporting Service Engineers and present monthly reports to Team Leadership on
the status of the program.
 Actively involved in the early design process of vehicles in order to achieve maximum serviceability and minimize the need
for special tools.
 Chaired meetings between product engineering and automotive suppliers to express the needs of service engineering.
 Achieve maximum serviceability by developing and presenting business cases to product engineering.
 Develop service parts strategy for new vehicle programs by utilizing Sub System Service Plans.
 Oversaw the development and technical accuracy of service information, illustrations, and technical specifications.
 Proficient in the areas of power steering, driveline, suspension, frames and powertrain mounts
 Responsible for maintaining and validating Vehicle Technical Specifications (VTS), Sub-System Technical Specifications
(SSTS), and Component Technical Specifications (CTS).
ADDITIONAL EXPERIENCE
Market Training Facilitator/Manager/Human Resource Coordinator
Automotive Technician
Assembly Line/Repairman
EDUCATION
Schoolcraft College Livonia, MI
Macomb County Community College Warren, MI
Michigan Career Institute Detroit, MI
Oakland Community College Auburn Hills, MI
Bob Jones University Greenville, SC
ADDITIONAL EXPERIENCE
PC Hardware & Operating Systems
Microsoft Office Applications
Electronic Service Information
HP Behavioral Interviewing
Networking Fundamentals
CCNA Certification Pending