Engineer Customer Service
Resume:
Craig D Holiday
Snellville, GA. 30039
******@***.***
[May be willing to relocate myself]
My mission statement:
Quality Company Services Can Be Delivered Through Productivity,
Professionalism and Performance.
-Making It Work Right!
Mission Statement Philosophy:
Quality customer satisfaction can be attained through continued
program improvements & operational efficiency. Within customer service,
program or product support initiatives, proper planning and execution of
individual contributor's development builds a stable service base. Through
instituting teams and mentoring processes, individual's development of
knowledge on products and services will make a support team member's job
easier and therefore more productive. The resultant service deliverables
to the customer, and or clients should control and raise customer
satisfaction levels.
My ITIL and ISO experience in Information Technology, Helpdesk, and
customer account service delivery management sets a formidable base for
quality customer satisfaction. I strive forward with continued program
improvements & operational efficiency within customer service delivery,
processes and product support to achieve this goal.
Professional Accomplishments:
-Realized 10% annual growth, 29% profitability for IT service deliverables
across 95000+ users/locations.
-Problem Management for remote helpdesk (16), remote logistics (20), remote
depot repair (35), remote
OEM/VAR warranty services (3)
-Problem Management through joint inter-company escalation processes
-Incident management monitoring with metrics reporting, executive level
Quarterly Business Review (QBR) presentations,
-Change management for contracts, products & services reviews and planning,
SLA, annual renewals, reviews, analysis, and planning for pre and post
sales support,
-Fully managed engineer-level ISO certified, ITIL based, IT service Level
2,3 helpdesk,
-Introduced Situational leadership in day to day performance management
-Improved incident management with reduced call duration, increased faster
response, increased customer satisfaction through internal corporate self-
help and customer accessible knowledgebase website.
-Incident management improvement with reduced incident duration, improving
measured customer satisfaction by conceptualization, proposal development,
presentation, implementation, training, instituted and maintained "PC on
the desk" program with newly co-developed internal sectional wired
network.
-Reduced Operation Costs by Instituting cross-sectional-hiring process for
non-knowledgeable entry-level support positions.
-Incident management improvement with introduction of formal team
structured format, formal training and mentoring processes resulting in
reduced incident duration, increased faster response, increased customer
satisfaction
-Incident management improvement through development and control of
internal call routing s/w matrix
-Developed multiple individuals for forward promotions to increased
responsibility positions,
-Developed internal cross-sectional hiring as cost reduction initiative
-Multiple companies' account startups.
Career awards
1.) I was first person to be awarded Consecutive 3-time annual EMC 2 corp.
Worldwide Customer Support Center individual contributor "All-star"
award.
2.) 2-time Recipient: Data General corp. Field Engineer of the Quarter
award.
Career Projects:
1.) Section representative for Desktop Services incident and problem
management through MS Windows conversion project
2.) I achieved the conceptualization, proposal, introduction, development
and maintenance of a Web site for technical support knowledgebase, on-line
support library and complete standard procedures reference library. This
web site covered approximately 35 different systems and associated
peripherals for desktop services support team with controlled customer
accessibility.
3.) Conceptualization, development proposal, presentation, implementation,
training, instituted and maintained "PC on the desk" program with newly co-
developed internal sectional wired network.
4.) Initiated developed & maintained internal incident management call
routing matrix
5.) 329-system data center move
6.) 1300 PC system magnetic tape drive replacement
7.) 918 PC system motherboard replacement
8.) Reduced customer repair time through cost effective change of
replacement part delivery services
9.) Corrected & managed offshore accounts logistical support desk process
10.) Successful migration transition and startup of helpdesk
11.) Sectional representative for knowledgebase conversion project
Core Competencies
-Executive level customer facing account management
-Multiple, multi-sized, account management covering growth, control,
analysis, planning, forecasting, reporting & presentations
-Business oriented for corporate top & bottom line operations
-Process development & Optimization
-Innovative, analytical thinking
-Corporate Project experience
-Assignment driven with task orientation focus
-Problem/incident management control
-Continual improvement initiatives
-Team & individual developer
Computer skills:
Word, word perfect, Excel, 123, Power point, FrontPage, MS exchange, Lotus
Notes,
(ACD systems) Clarify, Remedy, Astea, Crystal
PROFESSIONAL EXPERIENCE
Independent IT Consultant: 2008- present; networks, break-fix, IMAC, s/w
h/w upgrades.
DecisionOne corp.: 2001-2008 Devon PA. Computer services (Norcross, GA
remote)
PMO: SR. Service Delivery Program Manager III:
Client Facing, Point of contact, account management with executive Level
presentations
Remote Help Desk Services
Remote forward and reverse Logistic/Repair services
OEM VAR warranty services
IT service deliverables
Fortune 500 and smaller account, control & growth management covering 9
primary, 6 secondary, and active backup for 12 other PMO accounts
$12m SLA contract revenue
Coverage of 9500+ users/locations
Service Level Agreements surpassed
Consistent 10% account growth
Consistent 29% profitability
OEM/VAR Primary point of contact & escalation interface
EMC 2 corp.: 1996-2001 Computer services
Hopkinton, MA. (Worldwide Customer Support Center: Duluth, GA)
Desktop Support Services: Help Desk Manager, Desktop Operations Manager:
Fully managed engineer-level ISO certified, ITIL based, IT service Level
2,3 helpdesk,
Full personnel activities; job description, interview, mentoring, training,
team building, asset management,
Service desk, Incident, problem, documentation, asset, knowledge,
availability, change, release, capacity, service level and financial
management
Product, service planning, budgetary P&L, salary planning.
7000+ customer locations/users,
Field dispatches, Remote logistics, OEM-Vender Warranty services
Data General Corp: 1974-1996 Computer services
Westborough, MA. ( corporate and field offices)
IT Customer Service Engineer: Provided on-site, remote, HQ technical
support, & help desk phone support services
Planned career progression history:
-IT PMO Technical Client Account Management
-IT Desktop Services Help Desk manager
-IT Desktop Services Operations Manager
-IT Desktop Services Sr. Lead Help Desk Engineer
-IT Desktop Services Help Desk Engineer
-IT services National Technical Support Engineer
-IT Services Field Technical Support Engineer
-IT Services Field Service Engineer
-IT Services Depot technician
Education: planned objective progression: bachelors level: 450 total credit
hrs.
Collegiate degrees
Georgia Perimeter College: Decatur, GA,
-Business administration
-Electronic Technology
Technical Degrees
Gwinnett Technical Institute: Lawrenceville, GA.
-Electronic Systems Technology.
Control Data Institute. Burlington, MA.
-Computer Systems Analyst.
Other: Novell CNE, Vendor Product classes, various business career
development classes.
Military Veteran, Honorable discharge USAF, ICBM Electro-mechanical
specialist
Keyword Competencies and Proficiencies:
Experienced manager, help desk, change, asset, incident, problem, release,
configuration, availability, management, MS Windows, MS office suite, Word,
Excel, Power Point, Front Page, MS Exchange, Lotus Notes, WordPerfect,
Lotus 123, 3270 emulation, DDG, Clarify, Remedy, Astea, Crystal, executive
presentations, customer, and company cross-sectional communication skills
for direct, indirect or third-party, OEM, VAR, inter-company support and
escalations, employee development, team building, enterprise wide process
development and implementation, Product, supportability evaluation, support
change process. SLA, ISO, ITIL, ARM, ACD, IMAC, RCA, knowledgebase,
mentoring, support tools & library, website development, hiring, fire,
development work plan, job description, call center, helpdesk, technical
operations, management, cross-training, reviews, budget, salary planning,
infrastructure planning, Fortran, Basic, Assembly, Pascal, DOS, RDOS, AOS,
ADES, ADEX
Contact this candidate