Customer Service Supervisor

Summary

IT Professional with extensive experience in working for a Fortune 500

company in the telecommunications industry, with abilities in operations,

management, and customer service. Client focused with excellent

facilitation and problem solving skills.

EXPERIENCE

12/1984 - 3/2009: Sprint Nextel Telecommunications, Overland Park, KS

A telecommunication company providing wireless network service to 49

million

Supervisor 4G XOHM

2008 - 2009

. Manage daily operations of the XOHM IT helpdesk and Incident

Management team

o Communicate outages to Executives, CARE and other Business

organizations

o Incident Management for all High Priority outages of Business

and Mission critical applications to increase application

availability

o Partner with fix agents on finding Root Cause and implementing

Irreversible Corrective Actions to prevent future occurrences

o Systems and application monitoring to maximize availability of

applications

. Develop relationships and support processes with 3rd Party vendors

. Test Defect Management for XOHM releases 1, 2 and MR1

o Ensure test cases and defects are completed or being worked

efficiently to meet rollout of new product on time

. Schedule and participate in team builders, employee appreciation

Supervisor Resource & Priority Management

2001 - 2008

. Manage daily operations of employees including scheduling, call

queues, process

. Incident Manager for High Priority outages for Sprint IT Business and

Mission critical applications to increase application availability

. Communicate outages to Executives and other organizations

. Participate in Business Continuity exercises

. Schedule and participate in team builders, morale boosters

System Programmer III

1999 - 2001

. Packaging and Installing code fixes for Mainframe environment

. Working relationship with Vendors; Computer Associates, IBM, BMC

. Manage work to meet Service Level Agreements for Service Desk

workgroup

. Schedule system maintenance for Mainframes to maintain environment

Team Lead Operations

1997 - 1999

. Ensure batch job stream was monitored and abends recovered in a

timely manner

. Monitor IBM mainframe system performance

. Insure online availability of applications within SLA

. Scheduling of daily assignments, training, vacation,

. Employee performance reviews

Shift Supervisor

1995 - 1997

. Manage daily operations of Command Center and ensure nightly batch

jobstreams completed within the Service Level Agreement to meet online

availability

. Monthly performance reviews, promotions, interviews, terminations, and

documentation of attendance, payroll and corrective actions for

employees

Weekend Supervisor

1994 - 1995

. Approve all Change records for Operations

. Ensure all scheduled hardware and software changes were implemented

during the maintenance window

. Facilitate overrun of the maintenance window and communicate to

Executives

Scheduling

1994 - 1994

. Permanent changes to schedule using CA7

. Schedule ad-hoc requests

. Update calendars for specific jobstreams; Customer Record Billing,

file maintenance, Service Order Entry

Shift Supervisor

1989 - 1994

. Manage daily operations of Command Center, Tape and Print areas

. Monitor activities for Network Surveillance, Inserting Room and

Production Control

. Monitor all hardware within the Data Center

Operator

1984 - 1989

. Ensure daily VM backups completed

. Perform IPL's, report hardware problems, contact support

. Print customer bills

. Ensure tape room activities were completed on the shift

EDUCATION

. Manhattan High School Graduate - Manhattan, KS

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