Customer Service Manager
Resume:
G LORIA M. FERRARA
*233
Amherst, New York 14228
*********@******.***
P R O F E S S I O N A L S U M M A RY
Results-oriented, multi-faceted Help Desk / Call Center Manager with over 12 years of progressive
leadership experience managing Help Desk, Training and Desk Side Support teams. Strong technical
skills coupled with a firm but empathetic demeanor and superior interpersonal skills allow her to provide
high quality technical support and customer service excellence within a team framework.
Proven Expertise:
• Customer Service Supervision • Budgeting
• Incident and Problem Resolution • Metrics and Service Level Agreements
• Implementing Process Improvements • Altiris Help Desk Solution Administrator
• Recruiting, Mentoring and Evaluating Staff • ITIL v3 Certified
• Performance Management • Project Management
PROFESSIONAL EXPERIENCE
INDEPENDENT HEALTH, Williamsville, New York 2007 - 2009
IT Customer Relations Manager
Managed the customer relations call center (Help Desk), coaching, mentoring and motivating staff.
Monitored calls focusing on customer satisfaction, produced call handling metrics, developed and
monitored service level agreements impacting over 1000 employees. Administered and supported Altiris
Help Desk Solution application in conjunction with reports development using Crystal v8.5. Also worked
as a part time Account Manager as a liaison between IT and the business to develop strong relationships,
analysis, process and service requests.
• Led IT Customer Satisfaction focus group, developed detailed action plan to address areas of need.
• Directed team in winning IT achievement award, August 2008.
• Managed project, configured and implemented Altiris Help Desk Solution tracking system.
• Developed and provided training for end users and transfer of knowledge sessions for Help Desk.
• Proactively acquired execution of Account Administration process resulting in expedited completion.
• Implemented Knowledge Base resulting in increased resolution rates from 40 to 55%.
• Streamlined and automated multiple processes for IT and other areas of the business.
• ITIL v3 Certified, January 2009.
HODGSON RUSS LLP, Buffalo, New York 2005 - 2007
IT User Services Manager
Managed the day to day activities of 2 Help Desk Specialists, 4 Trainers and 1 remote support technician
in NYC to ensure accurate and timely delivery of services for over 600 internal customers across seven
offices. Ensured standards, procedures and policies were followed. Served as a technical lead for both
teams in a highly customized Office 2003 environment. Implemented tracking and managed training
schedule.
• Developed and implemented processes in addition to creation of help desk mailbox.
• Project lead for disaster recovery and DST patch initiative.
• Lead team to develop automated audit response tool reclaiming $58,000 of billable hours per day.
• Planned and coordinated large scale moves (100+ employees).
• Developed and updated Help Desk intranet web page.
• Developed and implemented application testing and approval process resulting in fewer help desk calls.
Gloria M. Ferrara page
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PROFESSIONAL EXPERIENCE (CON’T)
RICH PRODUCTS CORPORATION, Buffalo, New York 2000 - 2005
IT Service Desk Manager
Responsible for successful management, execution and leadership of Service Desk, Desk Side, Trainers
and Software Analyst teams, including 10 associates. Provided high quality technical support for over
1000 domestic and international customers. Ensured standards and procedures were adhered to in a
quality manner. Actively lead in development of strategic directions for both teams to address critical
business needs.
• Monitored all activities to ensure accurate, timely delivery of service, measuring high satisfaction levels at
94%.
• Evaluated and analyzed escalated issues from both teams, identified solutions; formed and facilitated
root cause analysis teams as needed.
• Developed support processes and process improvements resulting in greater effectiveness and
efficiencies.
• Responsible for overall management of SLA’s for entire team, resulting in clear expectations for
customers regarding response and resolution times.
• Managed, facilitated Problem Management process and meetings, resulting in reduction of aging
issues by 20%.
• Responsible for resource and performance management, recruitment and termination of staff. Clearly
outlined objectives and accountabilities contributed towards high retention rates.
INDEPENDENT HEALTH, Williamsville, New York 1996 - 2000
IT Help Desk Supervisor
Responsible for overseeing daily operations and activities of 3 Help Desk Analysts and 4 PC Technicians,
ensuring timely and effective support to over 500 users. Assisted with the development of new technologies
and
procedures, while ensuring standards, procedures and policies were followed. Provided support of all desktop
hardware and software applications.
• Proven superior customer service skills.
• Project leader for implementation and upgrading of web based Service Desk tool (Magic).
• Reduced support costs by creating new and streamlining existing policies and procedures.
EDUCATION
BRYANT AND STRATTON COLLEGE, Williamsville, New York
Computer Programming – Associates Degree
UNIVERSITY OF PHOENIX, online instruction
Business Administration – Bachelor’s Degree (in progress)
TRAINING /CERTIFICATIONS
• ITIL v3 Certified, 2009
• Altiris Help Desk Solution Administrator and Web Reporting
• Leadership Development Programs at Independent Health and Rich Products
• 7 Habits of Highly Effective People
• STI Knowledge Root Cause Analysis
TECHNICAL SKILLS
Altiris Help Desk Solution Administration; Crystal v8.5; CentreVu Supervisor; Avaya Call Recording;
Avaya and Nortel phone systems; Project Management; Microsoft Office 2007; Windows XP and Vista
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