Customer Service Management
Resume:
Donovin Mocke
Email: *********@********.***
Address: **** * ******** **
City: Carrollton
State: TX
Zip: 75007
Country: USA
Phone: 469-***-****
Skill Level: Management
Salary Range: $75,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
DONOVIN J. MOCKE
2631 W Wentwood Dr, Carrollton TX 75007
*********@********.***
IT MANAGEMENT CAREER PROFILE
Call Center Management/ Help Desk Management / Staff Development & Leadership/
Business-Technology Solutions / Network Administration / Data Warehousing
Qualifications Profile
Solutions-focused IT Manager with 15+ years of experience and strong combination of team management, systems maintenance, and customer support skills. Confident professional able to direct top-performing teams through entire project lifecycle, from start-up to launch. Key management strengths lie in the ability to gain excellent rapport with staff, ability to lead by example and motivate staff to the point of efficiency and excellence. Skilled in identifying areas for internal improvements (network expansion, productivity increase) and implementing appropriate solutions. Build rapport and positive energy among multi-talented staff. Excellent abilities as a trainer, liaison and leader. Core Competencies:
- Customer support Management
- Global IT Service Management
- Project Management Methodology
- Long-Term Strategic IT Planning
- Database Design/Development
- Cross-Functional Teamwork LAN & WAN Optimization
- Workflow Planning & Design
- Multi-Systems Integration
- Leading-Edge Technologies
- Solutions Implementation Systems Testing/Troubleshooting
- Technology Roadmaps/Goals
- Team Training & Leadership
- Data Warehouse Management
- End User/Helpdesk Support
Professional Experience
Apple Inc - Dallas HBA
iOS Team Manager T2
02/10 - 07/12
* Monitor and develop T2 iOS advisors
* Collaborated with Staffing and HR in interviewing and hiring potential recruits
* Conduct team meetings on a weekly basis
* Build and retain a highly-effective customer service workforce through training, mentoring and motivation.
* Establish an atmosphere that encourages teamwork and employee involvement.
* Lead the organization to meet service and quality levels that ensure a positive customer experience.
* Proactively identify opportunities to improve efficiencies within the business and improve the customer experience.
* Manage multiple priorities effectively
* Inspire and lead by example
Volt Technical Services, Location - Dallas, TX 01/2009 - 01/2010
iPhone Manager
* Overall management of the daily operations of multiple levels of staff of approximately 900 people
* Foster and maintain a collaborative relationship with internal and external business partners
* Control expenses and increase profitability through the enhancement of work processes improving service and efficiency of the call center
* Research and analyze root cause of problems, identify trends and recurring problems, and implement resolutions.
* Coach and develop Managers and Supervisors to lead their team members to the next levels and handle corrective actions appropriately.
* Build and retain a highly-effective customer service workforce through training, mentoring and motivation.
* Establish an atmosphere that encourages teamwork and employee involvement.
* Lead the organization to meet service and quality levels that ensure a positive customer experience.
* Proactively identify opportunities to improve efficiencies within the business and improve the customer experience.
* Manage multiple priorities effectively
* Lead a very large team effectively
Volt Technical Services, Location - Rancho Cordova, California 11/2007 - 12/2008
Team Manager
Provide daily supervision and promote the development of Support Agents.
* Meet overall monitoring goals
* Manage to performance goals
* Hire and train new team members
* Develop and implement best practice methodologies
* Perform HR and Administrative tasks
* Define and deliver goals and expectations for direct reports
* Measure and report attainment of goals
* Monitor agent training requirements.
Derivco, Location - Durban South Africa 08/2006 - 10/2007
IT Systems Engineer
Install and implement Gaming software to server farms around the globe. Provide 2nd and 3rd level support to end users. Audit user accounts, on SQL DB`s.
Apple Computers, Location - Folsom California 01/2006 - 08/2006
Technical support specialist
Provide 2nd level support of Apple computer`s Student Information System (Powerschool) to school districts, nationawide in the USA. Advise on server configuration, remotely connect to servers and install and configure applications. Troubleshoot complex software issues, identify bugs and work with customers in rectifying program malfunctions. Educate users on software capabilities, ensure continuous data availability
INTEL CORPORATION, Location - Folsom California 2000 - 08/2005
Server Operations (02/2005 - 08/2005)
Supervisor (01/2004 - 02/2005)
Operations Analyst (01/2002 - 01/2004)
Data Warehouse Specialist (7/2000 - 01/2002)
Earned fast-track promotions through increasingly responsible positions with industry-leading corporation. Oversee team of 10 in maintaining applications (w/ 3,000 Servers) and managing financial, personnel, manufacturing, and other key data to meet needs of internal customers (CEO, CFO, etc.). Schedule tasks and assign training to staff, work with senior management in goal setting, and facilitate cross-site collaboration on global basis.
Pinpoint and troubleshoot problems with WANs, LANs, and Servers; develop disaster recovery plans. Drive methodology integration across multiple sites and manage other assigned projects.
Perform Core MCSE tasks - NTFS security, Backup/Recovery, Active Directory, DNS, TCP/IP
Install and configure Java Web based apps, perform data migration
Key Accomplishments:
- Global Staff Development - Engaged in 9-month training program (2 months on-site) with team of 10 in Malaysia, playing key role in resolving bandwidth/infrastructure issues and implementing Intel`s -Follow the Sun- performance model.
- Nationwide-Internal Training - Provided training for plants in Folsom, Santa Clara, and San Jose, CA with average of 5,000-8,000 employees. Created training documentation and led staff to improved capabilities by assigning IT-related courses, ensuring continuing process improvement within team.
- Cross-Cultural Teamwork - Worked jointly with India Intel Distribution Center (IIDC) in addressing and resolving problems, overcoming language and cultural barriers.
- Process Improvement - Signified as 1st to write scripts for improved procedures on Windows NT and other company systems/tools. Worked with front line to build cohesive processes still in use today; interacted with developer in customizing applications to better serve business needs. (Continued)
- Team Building & Leadership - Fostered teamwork among staff at various levels of IT expertise; consolidated 4 groups into single unit, leading to 50% staff reduction and new, streamlined processes. Earned promotion to management position based on personnel leadership abilities.
- Customer/Staff Relationships - Turned around low performance on customer satisfaction by conducting meetings w/ both parties to explain Intel`s mission/vision and present company overview. Broke communication barriers, generated customer excitement, and received Spontaneous Recognition Award.
- Management/Workforce Relations - Delivered presentations to upper management regarding team`s capabilities in solving technology problems. Management allowed unit to complete metrics, leading to improved accuracy in reporting and increased efficiency.
LUCENT TECHNOLOGIES, Location - San Jose, CA 1998 - 2000
Systems Administrator / Engineering Technician
In charge of installing, maintaining, and troubleshooting UNIX and PBX systems in LAN environment, functioning in roles as administrator, support specialist, and subject matter expert. Participated in group projects; analyzed work group procedures and recommended appropriate solutions.
Key Accomplishments:
- Project Participation - Brought on board to work jointly with project managers on key initiatives. Established positive relationships and earned commendations from project managers for efforts.
- Team Support - Assisted team members with learning systems, with emphasis on PBX that included changing numbers and troubleshooting problems.
- Customer Service - Drove day-to-day customer service improvements through management of correct processes and workflow. Managed changes resulting from new customer integration.
Professional Development
AA Degree Program, In Progress
Folsom Lake College, Folsom, CA
* Visual Basic course
Certifications & Licenses
- Unix System Administrator Certified, Hewlett Packard, Mt. View, CA (1998)
- PBSX Phone Switch Administrator, Lucent Technologies, San Jose, CA (1999)
- Intel classes: Security Management, General Management, Managing at Intel, Personnel Management Issues, Statistics, Project Management Overview (2001-Present)
Computer Skills Summary
Data warehouses, SAP-to-Intel Mainframe, Oracle DB, Autosys, SQL, GEMS, SalesForce, Windows 95/98/2000/NT/XP/2003/Vista, UNIX, Linux, enterprise applications, SQL Server, remote server support, Desktop Support, VoIP, Hardware/Software Support, Mac OS X
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