Customer Service Manager

Kimberly Edwards

Experienced Problem Manager with ITIL Certifications

*******@*****.***

Summary

Results-driven ITIL certified support professional with experience in all levels of IT technical support in a

global organization. Excellent analytical, technical writing and customer service skills. Expertise in written and

verbal communications with technical and non-technical clients. Works effectively in a diverse environment

with constantly changing priorities.

Experience

Sr. IT Analyst at Avon

August 2005 - Present (8 years 2 months)

# Facilitated root cause determination and solution of global business-critical issues, including theengagement

and coordination of required IT and business support staff and related activities

# Presented a daily global IT status update for senior management and staff attendees locally and

via global video conference. Prior to meeting, prepared status updates and insured participation of necessary

personnel.

# Responsible for preparing and sending time-critical IT and field communications providing updates for

business and technical issues

# Facilitated inter-departmental team reviews of closed critical issues to determine permanent, preventative

measures

# Managed and improved the administration of centralized knowledge-base

# Designed training materials and authored system documentation for a global portfolio of applications

# Member of cross-functional team that launched an international password management system, including

on-site training of users at multiple local company sites and recording of the IVR (Interactive Voice

Response) messages

Skills & Expertise

ITIL v3 Foundations Certified

ITIL Process Implementation

ITIL

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IT Management

IT Service Management

BMC Remedy

IT Operations

Service Desk

Incident Management

ITIL Certified

Service Delivery

IT Audit

Sla

IT Outsourcing

Service Management

Process Management

Disaster Recovery

IT Strategy

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Kimberly Edwards

Experienced Problem Manager with ITIL Certifications

*******@*****.***

Contact Kimberly on LinkedIn

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Contact this candidate