Customer Service Support

Paul McClelland

***** **** ** ** *******, WA **208 - 425-***-**** -

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

Profile

An experienced leader in Information Technology in pursuit of a

challenging position that will integrate and utilize his previous

technical and analytical experience.

More than 10 years successful experience in customer service and technical

support with recognized strengths in advanced problem-solving and trouble-

shooting, customer communication, IT production support, data tracking,

reporting, and analysis.

Over seven years of lead or senior technical/production support

experience, including the interviewing, hiring, training, evaluating, and

mentoring of support staff.

Additional experience includes project management, procedural development

and analysis, writing and editing experience, VIP customer and executive

support, testing experience, and knowledge base creation.

Related Professional Experience

Web Site Publishing and Support Team Lead - Microsoft, via Redmond

Technology Partners & Populus Group, Bellevue, WA

? Aug. '06 - Present

Team lead for two teams: A web publishing team, and a customer service and

technical support team for an internal Microsoft Advertising web site.

Project lead for two major site redesign projects and various site

improvement projects. Create, design, and publish content throughout the

site for Microsoft stakeholders, handle high profile updates, emergency

maintenance issues, and second level support. Other duties include

security tool management, SLA enforcement; balancing team workload;

maintain open dialog with stakeholders; conduct interviews; review and

evaluate team members; provide individual and team training. Develop,

coordinate, and maintain request tracking.

Systems Support Analyst II - Premera Blue Cross, Mountlake Terrace, WA ?

May '06 - Aug. '06

Tier 2 production support for Web Support Helpdesk and Web Product

Management Teams for company websites. Research and resolve production

issues with support staff and developers. Provide guidance and support,

and act as an advocate for customers and support staff toward problem

resolution. Document and track reoccurring issues and establish

knowledge base for support staff.

Web Support Specialist II - Premera Blue Cross, Mountlake Terrace, WA ?

Nov. '03 - May '06

Provided web site support for external and internal customers. Researched

and resolve problems and coordinated with support staff and developers for

ticket resolution. Assisted in the hiring, training, and evaluating of

support staff.

Helpdesk/PC Technician - Sierra Online, Bellevue, WA ? April '99 - Nov. '01

Support internal users through phone, email, and on-site PC, printer,

email, and network support. Analyze, resolve, configure, install, upgrade,

and maintain local user's systems. Test and document reoccurring issues

and identify the root cause for each issue.

Technical Support Representative - Sierra Online, Bellevue, WA ? April '98

- April '99

Handle incoming calls and emails from customers for internally developed

software. Locate, track, research, escalate, and inform developers of

potential software issues. Train new technicians and provide feedback on

their customer service skills.

Technical Support Supervisor - Orrtax Software, Bellevue, WA ? October '97

- April '98

Technical Lead for technical support representatives. Provide VIP and

second level software and networking support. Maintain close

communications with developers to research issues and solve unseen issues.

Assist in the hiring, training, evaluation, and supervision of support

personnel.

Education & Training

Bachelor of Science in History - Seattle Pacific University, Seattle, WA ?

1997

Washington State Basic Law Enforcement Certification - Criminal Justice

Training Commission

Police Office for the City of Redmond between March 2002 and December 2002

Additional Training:

STI Certified Help Desk Manager, A+ Certification Training, Network+

Certification Training, STI Certified Help Desk Professional, Windows 2000

OS and Networking Essential.

* References Available Upon Request

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