Project Manager Customer Service

Christopher J. Vallery

**** **-*** ***** #***, Austin, TX 78726

(Phone) 512-***-**** (Email) ******************@*****.***

SUMMARY

Adaptable and dependable Analyst / Technical Writer with experience in technical support,

customer service and end-user oriented instructional writing. Thrives in a project oriented

environment with deliverables and due dates requiring planning, research and reporting.

Recognized as a detail-oriented employee with proven success leading global projects and the

ability to accomplish difficult tasks. Responsive and personable, an effective team leader / player

with a commitment to exceptional internal and external customer satisfaction.

TECHNICAL PROFICIENCY

All Microsoft Products Paint Shop Pro

ATG Wisdom PHP

HTML Lithium

Corel Word Perfect Remedy

SharePoint Designer Hardware & Software

Troubleshooting

Adobe Photoshop

PROFESSIONAL EXPERIENCE

DELL INC, ROUND ROCK, TEXAS 1999-2010

Project Manager Senior Analyst, 2007-2010

Functional Manager for New Product Implementation. Ensured Global Readiness within Client

and Enterprise organizations. Managed workflow within Dell Solution Network and Delta

Knowledge content repositories. Updated and simplified legacy content. Procured prototype

units, conducted testing/validation of prototypes and designed and created content within DSN

and Delta content repositories.

Primary content creator for Optiplex and Vostro desktop lines and Precision Workstation product line.

Instrumental in improving over-all technical effectiveness and performance metrics by authoring

troubleshooting tool logic for level 1, 2, and 3 agents.

L3 Technical Support Analyst, 2005-2007

Project Lead L3 for Global Readiness within Consumer Portables Commodity (Inspiron, Vostro

and XPS product lines). Performed in-depth analysis to determine nature and magnitude of

advanced level 3 help desk technical issues. Represented Consumer Technical Support as

member of Product Group Core Teams. Procured product and maintained Consumer Technical

Support labs. Travelled internationally to share best practice innovative hands-on delivery

structures for level 1 and 2 technical agents and site management. Primary liaison between L3

team and Social Media group.

Created/administrated L2 Forum allowing internal knowledge sharing across global sites.

Led the following special projects:

Six Sigma: Green Belt 25530 completed for $188,704 validated annual savings.

Six Sigma: Yellow Belt 27971 completed, establishing a sustaining process.

Six Sigma: GDI 30348 completed for $567,864 validated savings.

2

Technical Writer Analyst, 2004-2005

Converted internal DSN knowledge base content and troubleshooting tool logic for external

publication. Authored troubleshooting tool logic for level 1 and 2 agents within Inspiron and

XPS product lines.

Recognized for having highest document conversion rate and lowest error rate among Technical Writers

assigned to yearlong project.

Custom Support Queue (CSQ) Workload Manager, 2002-2004

Supported American Electric Power, Boeing and New York Department of Education

accounts within CSQ. Handled specialized technical issues, while connected to client’s network

via VPN. Issued diagnosis and service as required. Insured service was performed correctly, on-

time and to customer's satisfaction.

Technical Support Specialist I, 1999-2002

Provided phone technical support for portable systems within Home and Small Business and

Relationship segments. Served as Team Mentor, providing approvals for escalations and making

on-the-fly management decisions. Received multiple awards/recognition for meeting and

exceeding required metrics.

Manager's Excellence Award FY 01 Q1; Trailblazer Award FY 00 Q3; Team Player Awards FY 01 Q3 and

FY 01 Q4

CRACKER BARREL 1992-2006

Skill Trainer, Round Rock, Texas, 1999-2006

Conducted new-hire employee training on a part-time basis.

Technical Trainer, Lebanon, Tennessee, 1997-1999

Travelled among stores to train management and staff to use new Point of Sale system (Micros

8700) and back office software suite. Supervised and participated in overnight removal of old

hardware and deployment of new hardware/software. Troubleshot problems and conducting post-

training follow-up throughout project. Created new forms and procedures for companywide

implementation.

Store Opening Trainer, Lebanon, Tennessee, 1996-1997

Travelled to new stores to do initial setup, equipment validation and train staff. Conducted post-

opening quality control and follow up training.

Retail Assistant, Slidell, Louisiana, 1992-1996

Christopher J. Vallery 3

Managed inventory, product ordering and receiving, merchandising and displays.

PRODUCERS GROUP INTERNATIONAL, MANDEVILLE, LOUISIANA 1993-1994

Intern

Shot/edited video, audio, lighting, and computer graphics/animation. Setup equipment on field

shoots. Performed various tasks and ran equipment. Helped catalogue and edit footage.

Responsible for 3D graphics design.

EDUCATION AND CERTIFICATIONS

Bachelor of Arts, Southeastern Louisiana University; Hammond, La

Major: Communications; Minors: Journalism and Technical Writing

MCP Certification - Windows 2000 Professional

A+ Certification

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