MICHAEL H.

PITMAN
1433 Horseshoe Bend
High Ridge, MO 63049
Voice: (636) 376-5131
mpfef4f4@westpost.net

PROFESSIONAL PROFILE
- Demonstrated skills in delighting my customers, cohesive teamwork, managing c
hanging environments, methodical problem-solving, and effective mentoring and co
aching.
- Proven ability to effectively maintain, troubleshoot, and repair electro-mech
anical systems.
- Expertise in written communication to develop procedures, training, and syste
m requirements, as well as handle letters, documentation, and reports.
- Able to work independently or in a team setting with effective results.
- Learns new skills and tasks quickly and applies them efficiently.
- A+, Network+, and Server+ Certifications.

EXPERIENCE
REDBOX AUTOMATED RETAIL, LLC, St. Louis, MO 2005 - 2010
Best Practices Engineer (2009 - 2010)
- Mentored newly hired Regional Operations Supervisors who recently completed t
he two-week initial training class. Used the Regional Manager's input to tailor
a mentoring plan to address the employee's challenges as well as reinforce thei
r strengths. Reported the results to the Regional Manager and the Director - Op
erations.
- Coached incumbent Regional Operations Supervisors at the request of their Reg
ional Manager. Used the Regional Manager's input to tailor a mentoring plan to
address the employee's challenges as well as reinforce their strengths. Reporte
d the results to the Regional Manager and the Director - Operations.
- Performed periodic kiosk inspections in my assigned markets to ensure that cu
stomers were always delighted with the Redbox rental experience.
- Identified, developed, and produced Standard Operating Procedures for consist
ent employee performance in all markets.
- Created weekly Movie Title Plan-O-Grams utilized by the Field Operations Team
to give a uniform look to each of the 26,000 kiosks across the country.
Regional Operations Supervisor (2005 - 2009)
- First team member in the St. Louis market and started the market from ground
zero.
- Performed and managed the installation, configuration, servicing, troubleshoo
ting, and repairs of the company's DVD rental kiosks at the customer's site, inc
luding ensuring that hardware and software components were upgraded as required.
- Recruited, trained, managed, and developed a 9-member team of Field Support R
epresentatives covering the South St. Louis - Southwestern Illinois market area.
Ensured appropriate division of tasks and distribution of workload among team
members. Managed People Engagement initiatives.
- Interacted, developed, and maintained positive working relationships with cli
ent partners, customers, staff, personnel, and corporate staff.
- Continually monitored and managed territory performance to insure the success
ful achievement of company goals. Monitored reliability of network infrastructu
re and operating systems.
- Maintained organized and accurate inventory records for thousands of DVD movi
e discs and kiosk replacement parts within the South St. Louis market.
- Managed the distribution and thinning of movie discs appropriately for all DV
D rental kiosks in my market area. Ensured timely and efficient product returns
 to vendors.
- Optimized Field Support Representatives' routes for maximum efficiency as wel
l as expeditious resolution to outstanding issues.
- Managed staffing requirements and provided written business case justificatio
n for all staffing requisitions.
- Managed work schedules and reconciled weekly actual miles driven and time wor
ked against the cost of distribution model.
- Trained and enforced standard operating procedures which facilitate work effi
ciencies while achieving company goals.

SPECIAL SCHOOL DISTRICT OF ST. LOUIS COUNTY, Town & Country, MO 2004 - 2005
Technical Support Analyst (2004 - 2005)
- Provided Help Desk support for the 4GL ENCORE Student Information System whic
h tracked progress on each special education student's Individual Education Plan
.
- Performed configuration and technical support for Microsoft Windows (98, 2000
, XP), Mac OS 9 and 10, and Citrix Client software.
- Managed user accounts in Windows and Citrix environments.
- Created end user procedure documentation.
TRADER PUBLISHING COMPANY, Maryland Heights, MO 2002 - 2004
IS Application & Support Technician (2002 - 2004)
- Supported approximately 750 internal customers in offices across the country
using Windows 95/98, NT, 2000, and XP Professional platforms.
- Installed base included IBM, HP, Micron, and Macintosh computers and servers;
H-P, Epson, and Lexmark printers.
- Software packages included TeleMagic custom call tracking and publishing syst
em, Microsoft Office, Outlook and Outlook Express, JD Edwards / One World user a
dministration, Citrix administration, and Mac OS 8x and 9x.
- Completed 18 assigned maintenance projects on-time within an eight-month time
frame.
- Effectively trained Sales and Administrative personnel for Parenting Magazine
on the TeleMagic system in five major cities.
- Provided excellent Customer Service by handling 1328 service requests in 18 m
onths with no customer complaints.
Customer Support Technician (2002)
- Supported approximately 800 internal customers on Windows 95/98, NT, and 2000
platforms.
- Installed base included IBM, HP, and Micron computers; H-P, Epson, and Lexmar
k printers.
- Software packages included Microsoft Office, Outlook and Outlook Express, JD
Edwards One World user administration, Citrix administration, several in-house,
custom graphics applications, and Mac OS 8x and 9x.
- Provided excellent Customer Service by handling 957 calls in six months with
only two customer complaints.
- Managed the implementation of the Automated Call Director project for the Arl
ington Call Center. Project was on schedule and under budget.
BANK ONE CORPORATION, Dallas, TX 1996 - 2002
PC / LAN Technologist (1999 - 2002)
- Overhauled data archiving and off-site storage procedures to insure timely re
storation of lost data and provide disaster recovery capabilities for 38 Novell
Netware and 15 Windows NT 4.0 servers in Texas and Oklahoma.
- Trained 6 non-technical people located in remote sites on data archiving and
off-site storage procedures.
- Assisted with the development of a Disaster Recovery Plan for Bank One Center
in Dallas.
- Managed backup and restore jobs on a timely basis using Veritas and ArcServe
software products.
- Built and maintained Novell Netware and Windows NT servers on Compaq and IBM
platforms.
- Performed off-hours upgrades and emergency troubleshooting as needed to incre
ase server reliability and minimize downtime.
- Managed server room facilities in 4 locations to maintain proper server envir
onments.
Regional Messaging Manager (1997 - 1999)
- Managed the regional cc:Mail system used by 5,500 clients in Texas and Oklaho
ma. Evaluated system performance and implemented changes to ensure that messagi
ng objectives were met.
- Managed, directed, and coached 2 administrators and 2 contractors to improve
customer service.
- Upgraded the hardware on 26 OS/2- and 4 Windows NT 4.0-mail servers to reduce
message delivery times.
- Performed off-hours and emergency duty as needed.
- Implemented a plan to convert the regional cc:Mail system to centralized Note
s Mail for Y2K.
PC / LAN Technician II (1996 - 1997)
- Installed, configured, and maintained 225 PC's and associated printers and so
ftware in a Windows 95 and Windows NT environment. Hardware included IBM, Dell,
and Compaq computers; printers included H-P, Epson, and IBM; software included
Microsoft, WordPerfect, and Lotus products.
- Identified and solved problems with PC and printer hardware and software.
- Performed hardware and software audits.