Michael Boyd

Relevant Experience

Technical Consultant
KAV Consulting, LLC
2013 - Present

Schumacher Group
2007 - 2012

• Application System/Support Analyst
  • Developed in ETM, reports to identify lost, hidden, or underworked tasks.
  • Maintained or redesigned various workflows in ETM.
  • Implemented the ETM Underpayments workflow.
  • Designed and implemented in ETM, a Call Center Workflow that allowed Call Center staff to look up patient information and work with other departments.
  • Designed and implemented a Pre Collection Workflow which identified at-risk accounts and provided a follow-up process with these accounts.
  • Participated in the creation and support of custom ETM workflows.
• Call Center Supervisor
  • Designed and was part of the implementation team for the external support customer website.
  • Hired, trained, assessed, disciplined and terminated employees.
  • Designed and implemented in Access, a database to track inventory that was not available in other systems.
  • Designed and implemented in SharePoint, an internal knowledge base and department website.

Owner
Rainbow International, McKinney
2004 - 2007

• Started up a company specializing in emergency restoration and cleaning.

McAfee, Plano, TX
1996 - 2004

• Project Manager
  • Managed the corporate call tracking system, including new designs and upgrades.
  • Ran projects on several vendor selections for possible new software tools.
  • Participated in the design and implementation of the internal Crystal reports site.
  • Assisted in the design and implementation of the external corporate support portal.
• Supervisor/Manager/Sr. Manager
  • Managed software support teams dedicated to the premier North American customers.
  • Conceived and managed the development of a computer laboratory that duplicated customer environments.
  • Hired, trained, assessed, disciplined and terminated employees.
  • Designed and implemented an escalated issues database in MS Access.
  • Designed production reports in Crystal Reports.
• Systems Support Specialist/Product Lead
  • Performed technical support on various operating systems.
  • Handled escalated product calls.
  • Created reports on customer account activities.