Customer Service Manager

Ann C Devine

Email: ********@****-****.***

Address:

City: Madison

State: CT

Zip: 06443

Country: USA

Phone: 203-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Customer focused, dependable, hard working technical support professional with an extensive IT background and over 30 years of experience. Enjoys troubleshooting to find solutions to technical issues. Recognized by management, customers, vendors, second level support, and peers as providing strong customer service and problem management and resolution skills. Has a history of being a team player and a quick learner with exemplary organizational skills and communication skills.

Educational Background:

High School Dipolma from Daniel Hand High SchoolComputer Processing Ins, East Hartford CT 1/2001 to 1/1982 (Computer Operations & Programing)

Job History / Details:

Career Overview

Customer focused, dependable, hard working technical support professional with an extensive IT background and over 30 years of experience. Enjoys troubleshooting to find solutions to technical issues. Recognized by management, customers, vendors, second level support, and peers as providing strong customer service and problem management and resolution skills. Has a history of being a team player and a quick learner with exemplary organizational skills and communication skills.

Qualifications

Detail oriented with advanced problem solving abilities

Hands-on and proactive

Strong project management skills

Quality communication

Meticulous organizational skills

Strong technical back ground and understanding

Experience with MS office suite

Mainframe experience and knowledge

Technical Skills

Skills Experience Total Years Last Used

Release Management 5 Current

Remedy Problem Management Tool 10 Current

MS Office 10 Current

Accomplishments

Was the lead release manager and instrumental in the delivery of key multi-million dollar project initiatives for a large Insurance firm

Work Experience

January 2007 to Current

The Hartford Insurance Hartford, CT.

Release Manager

Release Management undertakes the planning, design, build, configuration and testing of hardware and software to create a set of release components for a live environment.

Activities also cover the planning, preparation and scheduling of a release.

Responsibilities include the coordination and facilitation of all release activity related to an application release.

Lead IT areas (PMO, App dev, QA & ATS) and business partners through the implementation of scheduled version releases.

Manage Release scope, schedule, risk, execution, and closeout activities.

Communicate Release schedule (freeze dates, last environment build dates, etc.) to project teams.

Facilitate meetings with App Dev/PMO/QA to identify technical and business complexity between projects in a release and make it transparent to all areas.

Identify projects which are technologically complex and/or high business impact and lead project teams through the formal review of risks including the project level reviews in Release Readiness meetings.

January 2000 to January 2007

The Hartford Insurance Hartford, CT.

IMS Systems Programmer

Responsibilities include installation and maintenance of the IMS online environment at the Hartford, along with other software products that are used in conjunction with the Hartford's online environment.

Successfully installed and migrated a new version of IMS in to multiple production and test regions with no disruption to the business.

Installed and maintained software tools used in the online environment.

Provided off hours and weekend support monthly Complete in a timely manor service requests and problem tickets assigned to the area.

Schedule and perform IMS system changes as needed, such as adding IMS elements, performing IMS SYSGEN's, ACBGENS along with dynamic allocation updates.

MPR updates, adding new changing current Update automation files when needed to accommodate environment changes.

Apply application system changes as requested by our customers Maintained and documented procedures for use by team members and off shift personal.

Trouble-shoot and resolve application and system prob.

1994 to 2000

The Hartford Insurance Hartford, CT

Customer Service Center Representative

Was a first point of contact and focal point for internal customers and agents for The Hartford Financial Services Diagnosed and resolved a wide verity of customer issues.

Received and managed 30 calls per day in a high volume call center Followed up with customers to ensure their satisfaction with the resolution to the problem they reported.

Held vendors accountable based on their service level agreement.

Extensively utilized Remedy to log and track trouble tickets Escalated issues as needed, keeping customers updated and informed of next steps.

Provided off hours and weekend support.

Trained new employees on call center software, procedures, problem determination and resolution.

Played a key role in reengineering the call center to improve responsiveness and customer satisfaction.

Maintained a working relationship with the technical support areas to resolve customer problems.

Put in place a critical call process to inform customers of major outages that affected the company's business.

January 1988 to January 1994

The Hartford Insurance Hartford, CT

Application Production Support

Responsible for monitoring and ensuring that critical batch completed before the online day.

Worked with application programmers to resolve batch ABENDS.

Utilized CA-7 to make requested JCL and scheduling changes.

1982 to 1988

The Hartford Insurance Hartford, CT.

Computer Operator

Responsible for prioritizing and executing nightly batch cycles before the online day.

Education and Training

1982 Daniel Hand High School

Computer Processing Ins East Hartford, CT

Technical School Computer Operations & Programing

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