Customer Service Management

* **** *. ******

**** ***** ***** *** ***, Suwanee, Georgia 30024 [pic]770-***-****

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Specialized Services Supervisor with extensive experience in knowledge

management; leading teams; meeting project timelines; evaluating

technology for continuous process improvement; building rapport with key

customers and providing management of the Koch company knowledge bases for

a 24x7 Support Operations Center providing technical support for an

international customer base. Experience also includes: Designing and

monitoring business processes and operational procedures for over 500 cross-

divisional applications based on the ITIL best practices for consistent

delivery of varied established Service Level Agreements for key services.

The Support Operations Center manages Incidents, Problems, Change

Management, Configuration management, Service Desk, and escalation through

documented policies and procedures. The Support Operations Center daily

duties include: Maintaining a 52% First Call Resolution (FCR), account

administration, proactive monitoring, central support for key services,

system outage support and weekend, holiday and after-hours support.

2 Professional Experience and Selected Achievements

2

3 Georgia Pacific Corporation, Atlanta, Georgia

Specialized Service Supervisor

2000 - Present

Utilizing and applying all accumulated experience of Systems Analysis and

Technical Analysis in a Senior Technical Analyst role.

Successfully implementing knowledge base utilized by human resources and

the IT help desk.

Providing innovative solutions to application developers and infrastructure

support teams for the on-going support of products and services to increase

productivity and operational efficiency.

Leading and/or participating in several major process improvements

initiatives yearly.

Addressing areas of service delivery by analyzing processes and procedures

and developing detailed solutions.

Develop and document new or revised standards, policies, processes and

procedures within ITIL guidelines. Provide detail documentation for

operational processes.

Plan the transition and lead the training and implementation of new or

revised processes or procedures.

Participate in the discovery and implementation of industry recognized best

practices for the operational areas.

Clarify Work Group Expert for Georgia Pacific Corp.

4 Net Result: Increased FCR (First Call Resolution) by 60% by

implementing the CDMB (Configuration Management Database) and Known Error

Database.

5

Senior System Analyst / SAP Team Lead

1997 - 2000

Ensured quality monitoring and resolving of Helpdesk inquires in a timely

manner, resolving SAP issues, maintaining DaPass, allocating team projects.

Designed and documented Helpdesk procedures for case management and

resolution.

Served as the Clarify Work Group Coordinator, completing system

configuration, maintaining team morale, garnering internal customer /

divisional support via various public relation campaigns.

Evaluated new Helpdesk tools, managed Helpdesk budget, and completed Human

Resources functions for direct reports.

Completed SAP configuration requests.

6 Net Result: Increased FCR (First Call Resolution) by 50% by

implementing a new SAP Helpdesk.

Technical Analyst / Neon Team Lead

1995 - 1997

Collaborated with Information Resources system group to design and

implement functional specifications for NEON.

Implement business process changes and developed project management plans.

Managed training for Georgia-Pacific Corporation's customers on NEON

transactions across the USA and Canada.

Provided system support for over 100 NEON customers, configuring and

installing hardware for NEON customers.

Promoted usage of NEON System via various Public Relations campaigns.

Served as the business contact for internal and external customers.

7 Net Result: Implemented NEON for over 10% of Georgia-Pacific's external

customer base resulting in a 25% reduction in Customer Service usage.

Rose D. Harris Page 2

1 Technical expertise

OS Windows 2000, Windows XP, and Windows Vista exposure to Unix

Software Office Software: MS Office applications: (Word, PowerPoint,

Excel, Access, Outlook) as well as MS Project, FrontPage and Visio

Knowledge Management Software: eGain application Suite, Site Server,

Crystal Reports, MS SQL, HTML editors

Helpdesk Management Software: RightAnswers, Clarify CRM eFront Office

(11.5), ITSM Suite, Remedy Knowledge Management

Other Experience: Data Analysis, Business Process Analysis, Workflow,

designed helpdesk for SAP, Successful conversion of eGain to RightAnswers

and Clarify to BMC ITSM suite

2 Professional and academic Education

Member of Helpdesk Desk Institute

Member of MBA Association

Certified Knowledge Management

ITIL (IT Service Management Essential) Certification

Central Michigan University, Mount Pleasant, Michigan

Master of Science Human Resources

University of Georgia, Athens, Georgia.

Bachelor of Arts in Journalism

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