Employee Spotlight: Michael O’Rourke, Solution Consultant

Michael O'Rourke
Michael O’Rourke, center, attends the 2019 Protech holiday party with fellow staff members Andrew Rosscoe, left, and Tom Masiello, right.

By The Protech Team    

When our customers contact us with questions or need help using the Protech AMS, our Customer Care team leaps into action to ensure the association staff have everything they need to serve their members. Michael O’Rourke was a superstar customer service rep — helping customers with over 1,000 cases in a single year—before he recently moved to his current position of Solution Consultant with the Project Services team. 

From the day that Michael joined Protech in 2018, it was evident that his dedication to helping both customers and colleagues would be instrumental in his success at Protech, contributing to both professional growth and customer satisfaction.  

Protech’s Customer Service Manager, Bryan Goldman, applauds Michael’s instincts to take charge, “I can always count on Mike to manage the incoming case queue when I’m in a meeting or on PTO. He embraces all projects that come his way and sees them through until a successful end. With quick learning and innovative thinking, Michael has become a mentor to not only his company-assigned mentee, but also to the other Customer Care representatives. 

Today, Michael enjoys being a Solution Consultant where he plays a crucial role in assisting customers with upgrades testing, new user training and case resolution (continuing his winning streak from the Customer Care team!) Michael also recently started working on customizations for customers to ensure the Protech AMS meets the precise needs of each organization. 

Crediting much of his success to the culture at Protech, Michael is thankful to work for a company that drives innovative collaboration among staff and with our customers, especially while everyone is working remotely during the COVID-19 pandemic. He notes that he and his colleagues are always willing to help each other on challenging projects and to stay updated on new features and functionality that the software offers. 

I enjoy helping users find the best way to engage with their members and do their job more efficiently. With our insight and assistance, these associations are helping their members get the most out of the resources that are available to them—we are helping to create an exceptional member experience. 

Michael is an avid weightlifter and has recently started playing tennis, both sports with strategic philosophies that have directly contributed to his excellent work ethic and dedication to customer service. Born and raised in Howard County, Maryland, Michael graduated from Towson University with a bachelor’s degree in communications and political science. 

After college, Michael’s passion for computer science, technology and video games drew him to take job advice from a few friends who are now his colleagues at Protech. A decision that the entire Protech community appreciates.