Manager Project

Katherine B. Jones

*** ***** ******, **********, ******** 40383

859-***-**** . E-mail: *****@************.***

Technical Support Team Manager

Process Reengineering and Improvement ~ Technical Support Expert

Highly accomplished technical support leader with extensive experience

providing assistance, directing support teams, and devising superior

methods to deliver training to support teams. Adept at generating

comprehensive training documents, databases, and spreadsheets focusing on

providing well-organized, critical information to team members. Proficient

at overseeing performance and operations of team members and departments,

with a solid track record of creating innovative improvements and changes

to reduce response time and increase efficiency. Expert communicator and

team player; can deliver results on-time and within specifications,

regularly exceeding expectations and established timelines.

Areas of Expertise:

Strategic Planning Telephone Support Operational

Training & Process Streamlining

Development Improvement Project Management

Team Leadership Staff Management Program Development

Professional Experience

-Lexmark International, Lexington, Kentucky 1991-2010-

WORLDWIDE Training Developer (2006-2010)

Authored comprehensive technical repair and maintenance documentation for

field technicians and telephone support agents to provide a wide range of

support to clients for all new mono laser products. Communicated and

collaborated with Product Engineers, Service Planning Team, and RAS

(Reliability, Availability, Serviceability) team to develop online

documents to encompass all technical break-fix aspects of each machine.

Embedded training documentation within software package and uploaded to

website with worldwide access.

Key Achievements:

. Wrote and published curriculum for 47 courses to instruct employees

worldwide on using Lexmark products in 2 years; embedded 33 CBT

courses in Course Builder this year and uploaded onto Infrature for

Worldwide Training.

. Utilized software package to create training modules within Microsoft

PowerPoint; embedded files in "Course Builder," summarized key points,

and composed questions for each module to enhance comprehension.

o Uploaded entire package to Infrature website owned by Improvement

Interactive.

First Line Manager, Technical Support Center (1999-2005)

Recruited 5 teams, with 32 total reports, of technical support personnel

with bilingual capabilities to provide comprehensive assistance for all

Lexmark products within the French Canadian and Latin American market, as

well as the supplies, typewriter, Medley, and dot matrix support for the

domestic U.S. market. Led WORLDWIDE Ombudsman team. Transitioned team

functions to India, with a focus on maintaining operations and reducing

impact to customers requiring support.

Key Achievements:

. Established training programs for all team members and built strong,

cohesive teams with best customer satisfaction and response rate for 4

straight years.

Katherine B. Jones . Page Two

859-***-**** . E-mail: *****@************.***

Manager: Supplies, Dot Matrix, Medley, Typewriter Internal Technical

Support (1992-1999)

Oversaw support teams providing help to domestic U.S. Marketing Teams and

Sales Representatives; supervised 12 Technicians to ensure all individuals

were given the tools needed to secure contracts. Delivered end-user support

to U.S. domestic customers for Medley product.

Key Achievements:

. Designed a database tool using personal experience and proven

strategies for Support Technicians to decrease response time and

standardize solutions to known supplies product issues, to include

every known Lexmark/IBM supply item for all productions currently in

use and discontinued.

. Led team to achieve 103% of targeted ISD revenue, 134.7% of ISD U.S.

Operating Income, and 104.5% Total U.S. ISD Supplies revenue.

Project Manager, Supplies Announcements (1991-1992)

Employed best practices from the Project Management Institute (PMI) to

ensure all new supply products were developed and entered into production

within the established time lines; directed all team members to include

Product Engineers, Quality Engineers, Product Testing teams, Product Sales

Development Personnel, and Manufacturing.

Key Achievement:

. Received recognition from stakeholders and executive leaders for

releasing new products on time; earned certification internally for

project management based on excellent command of practices and

procedures.

Additional Experience

-IBM, Lexington, Kentucky, Springfield, Missouri & Kansas City,

Missouri

Manager, Headquarters Training Facility

CE Manager/Field Technician

Promoted several times to positions of increasing responsibility within

several technical support and management roles; managed team of 10

instructors to train Customer Engineering personnel on new products.

Presented instruction for newly hired domestic U.S. technicians to service

IBM products. Supervised team of 12 individuals within Springfield,

Missouri location to service clients across Southern Missouri. Began tenure

within IBM as entry-level technician servicing IBM baseline equipment, to

include typewriters, mag cards, and 6-5 tone-dial input systems in Kansas

City, Missouri.

Education & Credentials

Bachelor of Arts in Computer Science and Mathematics

University of Kentucky - Lexington, Kentucky

Criteria Referenced Instruction (CRI) Certification

Six Sigma Yellow Belt Certification

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