Manager Project
Resume:
*rd Abbey Boyd
Call Center Technical Manager
Location
San Francisco Bay Area
Industry
Information Technology and Services
Overview
Past
Business Analysis Advisor at Dell
Services Delivery Management Advisor at Dell
Technical Support Manager I at Dell
Email Supervisor at Dell
Level II Technician at Dell
Level I Technical Support Representative at Dell
Manager at Off The Wall Soccer
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Education
Mission Valley College
ITT Technical Institute
Soquel High School
DeVry
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Connections
84 connections
Public Profile
http://www.linkedin.com/pub/abbey-boyd/3/649/19
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Summary
I would like to obtain a position where my skills, experience and knowledge can be
effectively utilized to benefit my employer. Where I will be challenged and learn new
skills to grow as a professional.
Experience
Business Analysis Advisor
Dell
Public Company; 10,001+ employees; DELL; Information Technology and Services industry
November 2010 February 2012 (1 year 4 months)
Work with the IT Application team to ensure that the Service Desk business needs are
met for Knowledge Base tools and ticketing tools.
Work with the IT Network teams to implement new ticketing tool applications, email tool
applications, and Knowledge Base tools globally at various Service Desk locations
Manage transitions from Legacy ticketing tools to new Remedy ITSM, by working with IT,
Service Desk Operations teams, IT Application team, transition team, and on-boarding team
members to provide a smooth transition
Point of contact for Service Desk operations for enhancement requests and problem
resolution for ITSM and knowledge base applications. Such as performance issues related to
Network or Application, functionality improvements or bugs.
Project managed implementing an email support solution for Service Desk to allow for
automatic case creation, email communication reporting, SLA reporting and notifications
Services Delivery Management Advisor
Dell
Public Company; 10,001+ employees; DELL; Information Technology and Services industry
July 2008 October 2010 (2 years 4 months)
Integration transition project manager for domain, telecom, and tool transition and
integration for customers and internal staff. Including gathering requirements,
documenting gaps, mitigating gaps, planning implementation timeline, and deployment.
Site event coordinator, plan events for team building and volunteer work opportunities
Oversee staff scheduling, build schedules for various call volumes in a 24/7 call
center, ensure cost savings model for holiday scheduling
Oversee queue management to ensure that we reach our SLA responsibilities of 85% of
calls answered in 60 sec or less.
Oversee customer email support, ensuring contractual SLA s are met 100% of the time
Account management, be a management resource for our customers IT/Helpdesk Management
team to implement new service and ensure customer satisfaction is at highest standards and
exceeding expectations.
Technical Support Manager IDell
Public Company; 10,001+ employees; DELL; Information Technology and Services industry
December 2007July 2008 (8 months)
Managed a group of Technical Support Specialists that do support through phone and
email for dedicated and shared model customers.
Responsible for the QA of all specialists to ensure a minimum monthly QA of 90%
Ensure that all specialists meet their minimum productivity requirements
Reduce cost by limiting overtime, and increasing productivity
Onboarding new customers, ensuring seamless on-boarding with 95% customer satisfaction
rating.
Reduce cost by effectively scheduling staff, looked at on a weekly basis, as well as
staffing for holiday and weekend coverage.
Maintain 100% of monthly reward and recognition program
Responsible for the continuity of the ticketing system (Siebel) with our Siebel
engineer, ensure that all defects and enhancement requests are on target for resolution.
Email Supervisor
Dell
Public Company; 10,001+ employees; DELL; Information Technology and Services industry
May 2006December 2007 (1 year 8 months)
Support and manage a group of technical support analysts ranging from 5 14 analysts
Performed QA analysis of each analyst and provide feedback through 1 on 1 s
Improved SLA performance from averaging 85% to averaging 99.9%
Improved individual efficiency of analysts, by increasing productivity from avg of 30
tickets/day to 45 tickets/day and quality increase from 80% on avg. to 90% on avg.
Produce daily/weekly/monthly reports for volume and SLA s
Implemented key automation features into the e-mail support process, to help increase
efficiency and effectiveness of email analysts.
Provided support in managing customer relationship with multiple accounts
Responsible for staff scheduling during normal and holiday hours
Level II Technician
Dell
Public Company; 10,001+ employees; DELL; Information Technology and Services industry
December 2005 May 2006 (6 months)
Including duties from Level 1 Technical Support Analyst
Took technical escalations from Level 1 technicians
Handled Windows, Office, Internet/Network Connectivity, and Hardware issues
Worked to remove Spyware, virus issues without re-install of Operating System
Mentored Level 1 s to be able to move into a Level 2 position
Trained new Level 1 members on Technical, call flow, and customer specific needs
Assisted in managing the floor when needed, to ensure calls were answered and help was
received when needed.
Improved customer relationship for the customer that I was the SME for
Responsible for taking 8 10 Level 1 escalation tickets a day.
Created Knowledge Base articles for internal KB of common Technical
problems/resolutions
Level I Technical Support Representative
Dell
Public Company; 10,001+ employees; DELL; Information Technology and Services industry
October 2004 December 2005 (1 year 3 months)
First level technical phone support for over 35 Accounts
Active Directory account creations, password resets, terminations
Over the phone troubleshooting of Microsoft Office, Windows, and Internet/Network
Connectivity, and hardware failures
3rd Party application installation and first line support with provided documents
Take on average 25 -30 calls per day
Remote support over the Internet using Control F1
VPN Troubleshooting, installation, and connection
Subject Matter Expert for our Customer of 2000 seats, worked closely with their support
team to integrate with our structure and procedures.
ManagerOff The Wall SoccerAugust 1999August 2002
(3 years 1 month)
Skills & Expertise
Desktop Support
Call Center
Troubleshooting
Computer Hardware
Attention To Detail
Team Oriented
Problem Solving
Customer Service
Time Management
Planning
Leading People
Team Motivator
Process Improvement
Education
Mission Valley College
Currently attending, Business Management & Superviion
20072009
ITT Technical Institute
A.S., Computer Networking
2002 2004
Soquel High School
High School Diploma, General
1996 2000
DeVry
Additional Information
Groups and Associations:
Dell IT Service Management Community Join
Human Rights Campaign Join
LGBT (Gay - GLBT) Professional Network - Global Join
The Dell Workforce Join
Contact Abbey for:
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3rd Abbey Boyd
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