Engineer Customer Service

SANDRA A. (SANDY) CRUTHERS

**** ********** ****** ****: 303-***-****

Broomfield, Colorado 80020 *************@***.***

Cell: 303-***-****

BACKGROUND SUMMARY

Over 15 years of IT experience involving SQL and Oracle Application

support, and Leadership experience in a variety of organizations.

Responsible for mobilizing employees and third party global resources to

meet or exceed the customers needs and specific requirements. Working

with customers to meet documented Service Level Agreements as well as

experience in resource planning and allocation, data collection and the

development of a standard Customer Service agreement including reviews,

documentation, goal setting, development and training for all employees.

Expertise includes:

PProject Management PPromoting change acceptance

IImplementing procedural changes EEmployee Training /Development

IImproving relationships with TTracking and improving issue

vendors resolutions

TTeam Development/Facilitation IImproving employee satisfaction

PPromoting team atmosphere IImproving customer satisfaction

IIdentifying repeat issues for RReview and improvment documentation

automation AAdvocating and maintaining policies

EEnsuring communications are IITIL V3

timely

IImplementation of Sarbanes/Oxley

practices and procedures

PROFESSIONAL EXPERIENCE

SunGard Availability Services January 2009 - December 2009

Providing direct support and a central point of contact for SunGard's

customers and employees. Answer non-critical inbound calls, email

requests and other non-critical tasks as assigned by management.

Respond to ACD, email, and tickets following documented processes.

. Answer inbound non-critical phone calls and maintain call statistics.

. Follow Call Process.

. Open changes as appropriate

. Open problems as appropriate

. Process e-mail queue throughout the day & maintain e-mail statistics.

. Monitor ticket queues and route as appropriate

. Follow e-mail process.

. Log all emails

. Open changes as appropriate

. Open problems as appropriate

. Security resets

. Portal administration

Assume the role of problem owner & notification for service requests.

. Ensure timely, accurate and complete data entry in changes and problems

. Review and follow-up on outstanding requests.

. Provide regular feedback to the client on their outstanding requests.

. Report process failures to your manager.

. Manage client communications and set appropriate expectations.

. Escalate issues as needed.

SUN MICROSYSTEMS

November 1998 - December 2007

500 Eldorado Blvd.

Broomfield, CO 80021

Shift Coordinator

Work to enable a smooth handover of workload between 3 geographically based

shifts. With each shift maintaining 2 separate locations in each geography

the challenge is to combine all issues at the end of the outgoing shift,

and then divide them back up again amongst the incoming shift. This has to

be carried out while maintaining continuity and momentum of individual

support issues in addition to providing additional focus on the handling of

high impact/criticality issues as well as ensuring optimal Customer

Service.

.

Monitor ticket queues, Global Change Notifications and escalate as

required

.

Ensure timely acknowledgment and resolution of incidents within

Service Level Agreement timelines.

.

Monitor tickets lost in queues, based on information from ticket aging

.

Ensure that the appropriate tickets from the existing handover queues

are picked up and distributed to the staff

.

Ensure that receiving engineer contacts previous shift engineer for

information and actions regarding critical handover issues

.

Assist with Management notifications and escalation's

.

Monitor and manage engineer schedules to ensure proper coverage

.

Manage Global Change Notifications and escalation's, this includes but

is not limited to working with various business groups, satellite

locations, AT&T and other vendors or contractors

.

Work with engineers on ticket evaluation and escalation

.

Work with third party vendors regarding issues related to the business

and our customers, both internal and external

.

Assist customers with issues when contacted, either by phone, mail or

pager

.

Monitor engineers ticket counts and assist accordingly

. Coordinate activities between business, development and service

delivery groups

.

Ensure compliance within projects is not compromised, and are

consistent with agreed upon metrics.

.

Manage outsourcing project of non critical applications to third party

vendor on time, this included training of personnel, implementation

of all policies, ensure proper documentation was available and

meetings during all geographical times to ensure proper understanding

of goals.

WRIGHT & MCGILL

May 1998-November 1998

4245 E 46th Ave Denver, CO. 80216

IS Manager

Managed two Oracle Analysts, one Database administrator and five contract

Network administrators. Responsible for Oracle Applications Administration,

EDI, project evaluation and planning functions. Reported results and

forecasted all IT activities to cross-functional Management team.

o

Responsible for working with the customer base on Oracle Applications

training and processes.

o

Responsible for Disaster Recovery, backups, and Help Trac software, along

with the day-to-day operations of the business system.

o

Manage, coordinate and review others in accomplishing system

requirements, and meeting all internal customer support needs.

o

Responsible for all personnel actions of the IS group, including

headcount and resource needs including both hardware and people

resources, performance reviews, and development or facilitation of

training for employees within the group as needed.

ADDITIONAL WORK HISTORY

EXABYTE CORP.

February 1993 - May 1998

IS Supervisor

LEAR SIEGLER

January 1991 - February 1993

IS Supervisor

EDUCATION

GED - FRONT RANGE COMMUNITY COLLEGE

ADDITIONAL TRAINING

Extensive course work in a large number of company-related training courses

and many other supervisory and management classes utilizing both internal

and external training methods.

SStatistical Process Control JJust in Time Manufacturing

DDelivering Solutions With SDRA PPerformance improvement Discussion

OOffice Organization and Information LListening - It Is Very

Management Professional

MManaging within the Law I and II EEnact - Basic

RRespect in the Workplace PProject Scheduling Fundamentals

OOracle Applications System OOracle Developer/2000 Reports

Administration

OOracle Define Flexfields AAdminister the Oracle7 Database I

IIntro to Oracle: SQL, SQL*Plus and CConflict Management

PL/SQL

ADDITIONAL INFORMATION

For further information regarding references or salary history, please

contact me at *************@***.***

Contact this candidate