Project Manager Customer Service
Resume:
***** ****** ***** ****, ******, Colorado *****
Home: 719-***-****
Email: ********@*******.***
Cell:
Career Summary
As an IT Professional, am effective, well-organized, analytical, and efficient
project manager, data warehouse or report developer. Deliver quality and
comprehensive application support. Results oriented in the clarification and
resolution of problems. Exceptional technical troubleshooting skills. Highly
developed customer service and establishes outstanding relationships with
vendors and customers. Adept at working independently, as a lead, or as a
motivated team member.
Computer Technical & Programming Skills
NT Enterprise Networking, Windows, MS SQL, Oracle, Toad, Informatica, Data
Warehousing, Business Objects IX (Infoview, Crystal Reports, Web Intelligence &
CMS), Hyperion/Brio, Executive Viewer, Open View Service Desk, HP Service
Center/Peregrine, Clarify, ServiceWare, Avaya CMS, Primus, MS Office, Visio,
Peachtree/QuickBooks, Property Mgt Software, Java Script, ASP, VBA, VB.Net &
ANSI C.
Professional Experience
Hewlett-Packard Company Colorado Springs, CO
1998 - 2010
ITO Service Delivery Consultant III (2007 - 2010)
HP/Pfizer Reporting Lead & Internal SLA Reporting Support - Mentored offshore
team, delivered reports, stored procedures & imports (ETLs) for HP & Pfizer
against Service Center ITIL modules, telecom, Ops Center, Customer Satisfaction,
Asset Center & MS Access data sources. Coordinated multiple projects, Business
Objects XI report writing tasks, warehouse maintenance and team lead
responsibilities. Managed over 450 Crystal & Web Intelligence reports, 1,500
scheduled jobs and two Oracle warehouses. Maintained Crystal & Hyperion reports,
Oracle & MS SQL databases & imports in multiple environments.
Transitioned Pfizer Reporting Service to offshore agents after being unable to
fill contractual obligation for prior six months. Built client confidence and
trust resulting in an 80% client resource savings and additional contract work.
Reviews emphasized work ethics, quality and perseverance in a complex
environment with "can do attitude."
Changed Support Model so offshore agents were accountable. Resulted in less work
addressing negative feedback and cohesive escalation process. Quality improved
dramatically by 20%.
Eliminated Archiving tool by utilized existing tool option, eliminated need for
additional application, server and team maintenance. Saving client 100% for
archiving costs.
Warehoused Telecom Data by networking with global offshore application and
warehouse personnel to ensure global data mart contained latest split data.
Built and maintained SQL 2005 database saving development costs and built
customer confidence.
ITO Support Specialist V (2004 - 2007)
Customer Reporting Specialists II - Provided level II reporting support,
analysis, & data warehouse validation for 50 Open View Service Desk trade
businesses and 14 stand alone businesses in Hyperion environments. Monitored &
maintained SQL databases to insure data integrity, performance and security.
Created SQL Olap cubes, stored procedures and ETLs.
Built Reporting Library and Project Management tool utilizing internet Quickbase
application which provided invaluable metrics for multiple businesses reports
management and analysis.
America Customer Reporting - Collaborated with Worldwide GSD Service Manager and
Regional Funnel Support to ensure surveys and their metrics were standardized,
marketed, priced & delivered as a cohesive cost-effective package. Transitioned
& trained ePoll warehouses responsibilities, ePoll administration support &
reports for 30 businesses with over 200 reports to offshore support, America's
regional and internal support & data warehouse support. Communicated with
managers & leads to get reporting portals and warehouse issues resolved.
Assisted with migration of HP internal & EMEA surveys & reports.
Professional Experience (cont'd)
Trained Global Diverse Audiences for application and reporting support with
personnel in India, Costa Rica, Europe and United States, on survey content,
reports, and administration of the survey tool, ePoll. Transitioned before
projected timelines. Acknowledged during these projects for patience,
enthusiasm, accessibility and quality customer support.
ITO Support Specialist III (2001 - 2004)
Customer Satisfaction Application Developer, Administrator and Report Writer -
Troubleshot tool, SMTP mail & network issues, documented and tracked occurrences
through resolution. Wrote stored procedures & DTS packages. Created & managed
SQL data warehouses, SQL standby servers, and several application/web servers.
Championed customer enhancement requests to development team, wrote test cases,
migrated & tested deployments in staging and production environments.
Benchmarked application metrics, created Brio reports and schedules. Lead
process improvements for 33 businesses. Technical focal point for customers,
global support and account teams. Promoted a positive Total Customer Experience.
Standardized Customer Satisfaction Reporting by designing and implementing a
data warehouse and report template for reporting metrics to better facilitate
efficient and faster new customer deployment of customer satisfaction
application (ePoll). Key contributor resulting in ePoll's 60% utilization
growth as a standard tool.
Lead Clarify Application Administrator - developed processes, knowledge base
solutions & reports to support Clarify implementations for 15 businesses. Used
ClearBasic batch files to update Clarify tables, and created SQL stored
procedures & DTS packages. Monitored SQL servers, tuxedo servers, terminal
servers & Attention servers. Performed routine Clarify, Attention & Primus
application maintenance, monitored backups, SQL replication jobs & queues.
Coordinated with coworkers, Clarify developers & clients to ensure customer's
needs were met. Participated in numerous projects transitioning Whirlpool
Helpdesk account to Clarify and implemented & upgraded OnCall paging software.
ITO Support Specialist I (1998 - 2001)
Dow Chemical Helpdesk & Subject Matter Expert Coach - provided guidance,
assistance & encouragement to a team of 13 engineers and six SMEs. Coordinated
with management to ensure a smooth transition to a new call tracking & knowledge
base software packages. Interviewed prospective engineers, performed call
listening assessments & trained individuals & teams.
Developed Reports to Monitor Escalation Trends. Made it possible to restructure
the distribution of Subject Matter Experts and address agent specific knowledge
gaps.
Process & Quality Lead - responsible for Process Development. Coordinated with
technical departments such as Clarify, Reporting, Tech Leads and Primus to
implement processes that met the needs of the Dow customer. Addressed customer
feedback, changed processes, and recommended alternatives to management to
better meet the needs of customers.
Built Customer Feedback Database and Processes. Resulted in process improvements
and higher overall client satisfaction.
Certifications
ITIL Service Management Foundation v2
2003
Microsoft Installing, Configuring & Administering MS SQL Server 2000
2002
Microsoft Designing & Implementing Databases w/SQL
2001
Microsoft Certified Systems Engineer (MCSE) for NT4
1999
A+ Certified Service Technician, Core Service, DOS & Windows 3.X
1996
Education/Training
Microsoft VB.Net Training, Hewlett Packard, Colorado Springs, CO
2003
45 credit hours toward Computer Programming degree
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