Michael Rogers
About Michael Rogers
Michael Rogers is a Technical Manager at NWEA, where he has worked since 2016 after a decade as a Tier 2 Support Representative. He has a strong track record of reducing escalations and improving operational efficiency through collaboration and strategic initiatives.
Work at NWEA
Michael Rogers has been employed at NWEA since 2006. He initially served as a Tier 2 Support Representative for ten years, where he handled tier 3 escalations by collaborating closely with developers and engineers. In 2016, he transitioned to the role of Technical Manager, where he has worked for eight years. In this position, he has led cross-departmental projects aimed at enhancing operational efficiency and has implemented initiatives that proactively identify support issues.
Education and Expertise
Michael Rogers has demonstrated expertise in technical support and management throughout his career at NWEA. He has implemented the SMART goals methodology to assist team members in achieving various technical certifications. His experience includes managing complex technical issues and leading projects that significantly reduced escalations.
Background
Michael Rogers began his career at NWEA in 2006 as a Tier 2 Support Representative in the Portland, Oregon Area. Over the course of ten years, he developed a strong foundation in technical support, which led to his promotion to Technical Manager in 2016. His background includes extensive collaboration with multiple departments to improve operational processes.
Achievements
During his tenure at NWEA, Michael Rogers has led initiatives that resulted in a 60% reduction in overall escalations. He has also created strategies that have lowered support costs and improved key performance indicators (KPIs) for the company. His work has focused on enhancing the efficiency of support operations through proactive issue identification.