test 8/17/18

Youk

If Valentine is so unhappy with Youkilis trade him to the Phillies. We need a power hitter on the corner. The hitting is dismal. Send Worley and Polanco or Dom Brown in return. MLB News 

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I want you to take a look at: Hoboken OneSource Tax Provision Technical Support Representative Job - NJ, 07030 

Because life does not stop

You have to love the ones that are around you.

There really is no other choice.

Even when the heart knows a vital component is missing.

movie

Why is their a new movie about Money Ball by Billy Bean? Did the Oakland A's win any championships? None that I can recall. I guess I need to read the book. Any time you have Brad Pitt playing you in a movie you must have done something right. I rather see a movie about Fantasy baseball. Read the book Fantasy Land by Sam Walker. It is a must read for the Fantasy Fan! http://www.fantasylandthebook.com/

ramble etc etc...

I am rooting for the Cav's to win the title against the Evil Empire Miami Heat. Wait I meant the Mav's. Who really cares both fan base is rooting against Lebron and Company. I am not a huge basketball fan, but even I was impressed with Mav's big come back.

So we have this garage sale today. About 10 families on the block participated. I am looking at the stuff being sold and thinking they have much better junk then I do. I am ashamed of the presentation that I have put together on my drive way. Then I started thinking do I have better junk still in the house to sell? Should I get better junk from somewhere and place it outside...

If one more Ice Cream truck comes by the house I am going to shoot out tire. Every time they come by the kids go nuts. Life in the burbs... Go Figure.

Mike

Sports Ramblings

Another long delay in updating the blog. Oh well life happens. So here is my sports rant.

Flyers please stick with one goalie. I don't care who you pick just stay with him. This has become a three headed monster and not helping anyone. I pick Brian Boucher.

The Phillies are a good team. Yes they can't hit. Once Dominic Brown comes back and Ibanez will start to hit again. If you don't get production from the corner outfielders you will not score enough runs. Maybe they will pick up a Ludwick down the road?

Doug Collins coach of the year. End of story.

NFL Draft - I don't care. If the Eagles are not allowed to trade Kevin Kolb before or during the draft then I am not interested. And for the record I don't care who is right the players or the owners. But for the record players can you not pull up to the facilities to work out in brand new Bentley? Maybe borrow a friends beat up car for the time being? If you want my 135K 2002 Ford Taurus is available in a trade.

Mike

Mike

Idol tonight

I think American Idol has great talent this year. It is far better then the 2010 cast. I like the commentary from JLO. She seems to feel more comfortable as a judge and is starting to hit her stride. You know you are in trouble when she starts out with you look beautiful tonight. Paula would do the same thing. Then comes the criticism. Nothing to harsh and she has been correct so far. I am not sure about Steven Tyler's role besides comic relief. Doesn't seem to be adding much of anything. I get the feeling he doesn't want to be there. I think it's one year for him and done. Maybe I am wrong. I would love to see him do some vintage Arrow Smith songs. I hope he does before the season ends. The season is going to come down to Jacob, Casey, Pia, and Lauren. They seem to be the most popular.

obvious statement

C Sheen should get his own reality show. I am sure it is in the works already. Many people would be glued to the TV. Or just do what he did already and continue broadcasting live on U-Stream. Then sell AD space for top dollar. In a perfect world he would hit rock bottom and lose everything. What will happen is he will get resigned by another network and have a another show with a huge come back. Then appear on Oprah before her season ends and explain his actions.

- Mike

apps

You know when mobile technology is influencing my brain when every time I think of an idea my first thought is an app should be built for that. I should be able to purchase a lottery ticket through an app. Then send me the ticket in an email attachment. Maybe one is done already?

Simple steps for Customer Service

I wonder why other companies don't take a page out of the Zappos play book of giving Customer Service. It is amazing to me that so many so called cutting edge organizations are behind the times when it comes to Customer Service and Social Media. These items below should be mandatory for every Customer Support organization.

1. Create a Support Twitter account. Update at the beginning of every shift with the person who is monitoring the account. For example Hi this Mike I look forward to speaking with you all today.

2. Create a Facebook page with a like button. It is simple HTML that can be added to any existing page. When someone likes your page it goes viral. Then more people will like it. Use the discussion board on the FB page. Open it up to conversation. Get ideas from your customers and respond to them.

3. Monitor Twitter, blogs, and the internet on what is being said about your company. If you can't invest in these tools then at minimum create a google alert or use Tweet Deck. If you can then invest in any numerous amount of tools that will crawl the internet and integrate into your CRM. Sales Force has a few open API's that will integrate.

This is just a few ideas off the top of my cerebral. What more do you have?

Michael

I am Phillies fan so I don't care. But for my Yankee friends upset Andy Pettitte retired don't worry. The Yanks will offer him money to return after the All Star game. They will will be 5 1/2 games out of first place and making a push. This will happen for the next two years before he hangs it up for good.

Snow

More snow is coming. The white stuff! As kids it was great. As an adult I have had enough. I would like to go away. If I had the money it would be Atlantis. I can poker, they have a kids camp, and my wife will shop and relax. Maybe one day soon.

All my life's a circle, sunrise and sundown
Moon rolls through the night-time till the daybreak comes around
All my life's a circle I can't tell you why
Seasons spinning round again, the years keep rolling by

Seems like I've been here before, and I well remember when
I've got a funny feeling that we'll all be together again
No straight lines make up my life, all my roads are bends
There's no clear-cut beginning and so far no dead ends

I've found you a thousand times, I know you've done the same
Then we lose each other, it's like a children's game
If I find you here again the thought comes through my mind
Life is like a circle, let's go round one more time

Ray was singing if you like it you should put a finger on it. I didn't have the heart to correct it her. Besides her version is much better.

Happy Birthday America! Arlo Guthrie - Good morning America how are you? Don't you know I'm your native son?

mwishnick

MICHAEL WISHNICK

Cell: 732-963-7090 | michael.wishnick@yahoo.com

Objective

An Executive Level Call Center, Customer Service or Technical Support Position.

Qualifications

· A global operations and support director with more than sixteen years of successful experience in customer service, technical support, pre-sales consulting, and research support.

· Executive management experience overseeing global teams and resources.

· Experience in outsourcing, home shoring operational model, off shoring and deploying distributed call center and workforce.

· Ability to train, motivate, and supervise global customer service and technical support employees.

· Exceptional in-depth computer skills including hardware, software, and website development.

· Experience in entrepreneurial /startup environment

· Provide administration and configuration for ACD and IVR systems

· Customers first approach

Education

ROWAN UNIVERSITY OF NEW JERSEY, Glassboro, NJ

Bachelor of Arts, Liberal Arts

Experience

ASSOCIATED PRESS, New York, NY 2007 – 6/25/10

Deputy Director, Global Customer/Technical Support

Responsible for creating a single global customer service and technical support organization that offers 24/7 follow the sun

support for the Associated Press customer base. Direct management of the Level 1 support specialist team, Level II platform

specialist, and entitlements team. Resolve customer issues and escalations by engaging the appropriate technical, engineering or

management resources. Build a world class customer support structure that emphasizes the values: Treat all customers with

professionalism and courtesy. Take ownership of an issue from inception to resolution. Provide high quality product expertise.

· Responsible for team management and staffing. Fully staffed and trained the customer support team within seven months to launch a 24/7 customer support center.

· Created and enforced a metric for Service Level and Abandon Rate for customer contacts into customer support. Provided weekly reports that demonstrated a Service Level of ninety percent of calls answered within eighteen seconds or less, five percent or less of total calls abandoned and all emails responded within fifteen minutes or less.

· Responsible for implementing distributed work from home call center for severe weather conditions or disaster recovery.

· Rolled out the Salesforce CRM and British Telecom CosmoCom Unified Contact Center Solution Call Routing/ACD/IVR. Played an active role in the training and administration of both Salesforce CRM and BT CosmoCom Contact Center solution for customer support. Created the CRM fields and product categories for implementation of Salesforce. Appointed administrator for roll out of BT Cosmo Com agent software. Designed and built the agent profiles for successful call routing between NY customer support and operations in Kansas City, including work flow design, resume profiles, and creation of telephone queues for seamless interaction with the customer.

· Effectively led the development of a new team of four Level Two support representatives responsible for issue escalation, product and service rollout, training and specialized customer support.

· Created a key accounts program where AP enterprise customers received dedicated support from a Level Two Platform Specialist. This included monthly meetings with the customer and the account team to discuss support, product enhancements, product changes, and revenue retention.

· Implemented quality assurance program in customer support. Formalized a process for monitoring customer support agent’s calls providing structured feedback with the agent to review strengths and areas of improvement.

· Led the initiative to transition suite of AP Broadcast Products, AP Graphics, AP Photographs & Images, AP Money & Markets, AP Editorial Resends and AP Online Video Network support to AP Customer Support. Involved in the migration of AP Online Video Network customers from Microsoft Video Platform to the Comcast Video platform with minimal impact to performance issues or outages.

DOW JONES & COMPANY, Princeton, NJ 2000 – 2007

Director, Global Technical Support and Customer Service

Responsible for Global Call Center Operations in the US, UK, and Australia. Managed global teams providing first and second level product support to external and internal customers, including many on the Fortune 500 company lists, corporate partners, internal users, and global sales teams. Held primary responsibility for the Technical Delivery, Technical Support, Developer Support and Research Support Departments providing customer guidance, customer support, and advanced troubleshooting for the suite of Factiva products and solutions supported. Managed the Customer Service Team ensuring that customers were satisfied with the Dow Jones Online Products. Led the Technical Support team of Senior Support Specialists. Responsibilities included providing pre-sale trial product consulting, post-sales product delivery, technical support, technical expertise and education. Primary focus on advising customers implement the Factiva Products and Solutions in their company’s infrastructure. Managed network, infrastructure systems, CRM software, telephone switching, ACD, call tracking, call monitoring and reporting systems functions. Provided Customer Service Monthly Report to Executive Leadership Team. Reviewed Global Contact Volumes, Service Levels, Abandon Rates, and Customer Satisfaction Surveys.

· Created, directed and managed the Global Technical Support Department, including staffing and training, optimizing customer satisfaction and insuring customer loyalty.

· Oversaw first and second level Customer Service and Technical Support for Wall Street Journal Online, Barron’s Online, and Market Watch suite of products.

· Responsible for mission critical production environment. Hosted and supported production servers for Dow Jones Customer solutions, internal applications and Intranet sites.

· Developed a strategy for roll out of self-service support to Global Customers. Created a self-service customer service portal that contains FAQ’s, best practices, password resets, and white papers.

· Built a support structure with emphasis of support based on revenue tier. (Gold, Silver, Bronze) Developed a strategy in responding to clients through telephone, email, and IM for 24/7 follow the sun support.

· Transitioned Global Support Department towards a ‘Work From Home’ operational model. Ensured that all Service Level and Customer Satisfaction measures were met and exceeded during the transition period.

· Developed a policy to work closely with key customers and partners as voice of the customer. Aligned Corporate Strategies for new product enhancements and releases with key customers and partners.

· Assisted global customers with technical questions and issues across multiple product lines including problems with connectivity, performance, Internet Browsers and Operating Systems.

· Built a Developer Support Department that consulted with developers offering best practices with regards to design, development and integration of XML in a suite of API products and solutions.

DOW JONES & COMPANY, Princeton, NJ 1999 – 2000

Manager, Customer Service, Technical Training Division

Managed and coordinated the staff and scheduling of Dow Jones Training Department. Held overall responsibility for staff selection and development plans, training schemes and all administrative duties for technical and infrastructure support. Oversaw the provision of courses for customer and/or employee training in the operation of company products. Planned course design and issued support documentation to ensure that training programs met company and customer objectives. Maintained communication with customers to ensure effectiveness of training.

SCHENKER INTERNATIONAL, Jersey City, NJ 1998 – 1999

System Support Specialist

Provided systems and desktop software end user support for various Microsoft Windows Network environments. Designed, configured and implemented Windows NT 4.0 network. Configured WINS, DNS, and DHCP services. Implemented and supported remote users’ access to corporate network using Microsoft Remote Access Services. Configured and maintained Microsoft Exchange Mail and HP Open Mail with Microsoft Outlook Mail client software as a corporate standard mail application. As a member of the Systems Support Team, designed and implemented Windows NT networks in branch offices across the country.

COMPUTER ASSOCIATES INC, Princeton, NJ 1998

Technical Support Consultant, Professional Services Department

Conducted on-site presentations and demos of CA Unicenter, TNG Enterprise Network Management Software, including implementation of the Network Management software, encompassing system security issues, workload management, backup strategy and integration with other applications and technologies. Provided supervision and support of the Technical and Project Management Team, created a written project plan to ensure progress was made on schedule, and conducted formal reviews.

PROPHET 21, Yardley, PA 1995 – 1998

Customer Service/Technical Support Representative

Conducted on-site group customer training, as well as one on one troubleshooting. Provided Customer Service on a variety of open software systems for a global client base. Supported IBM RS/6000 and IBM Personal Computers for AIX, DOS, and Microsoft Windows operating systems. Published works include tutorial tips and on-line help screens for new software releases.

NATIONAL BUSINESS SERVICES, Langhorne, PA 1994 – 1995

Customer Service/Technical Support Representative

Provided support and software training to global a customer base. Worked in call center answering incoming calls regarding software and hardware problems in regards to software application. Developed documentation for software manuals and on-line help screens, articles, newsletters. Responsibilities included repairing, configuring, and supporting hardware and software for the client.

EAST COAST STARTER DRIVE INC, Pompano Beach, FL 1993 – 1994

Customer Service Representative

Responsible for upgrading, testing, troubleshooting, and support of software and hardware for PCs and communication systems. Resolved operational and technical problems. Supervised DOS and Windows operating System in Marketing Department. Supported all software applications, as well as assisted in Desktop Publishing Operations.

For one year can the NFL make an exception on the black out rule? Their is almost 30% unemployment in Detroit and they expect the Lions to sell out? It is sad that some games in small markets won't be televised locally. Bring a little joy NFL to those who are unemployed and can't watch the game today!

I love this story about Gina. Pass it along. http://ping.fm/ECEm8

A great directory to find Twitter users (http://ping.fm/qc40m)

socialmedian: Top 5 Web Trends of 2009: The Real-Time Web (http://ping.fm/aRirO)