Support Manager

William Conner

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

Address: **** ******** ****

City: Mableton

State: GA

Zip: 30126

Country: USA

Phone: 678-***-****

Skill Level: Management

Salary Range: $80,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

WILLIAM D. (BILL) CONNER

6602 Mitchell Lane, Mableton, Georgia 30126

******.*@*******.***

Home Phone: 770-***-**** Cell Phone: 678-***-****

SUMMARY

A results-oriented IT Professional with broad skill set expertise including software support, operations support on iSeries AS400, client advocacy, and client support. Specialized expertise in ICOMS Client Support. Recognized for outstanding soft skills, being a team player, leadership, and creativity.

PROFESSIONAL EXPERIENCE

NetCracker (Formerly Convergys Info Mgt Group) (Atlanta, Georgia) 2009 - Nov 2012

Client Support Advocate

Responsible for managing both in-house and client-based 10-step PDA processes for multi-million dollar cable communications client including accessibility, resources, and issues resolution.

* Escalated and managed critical issues prioritizing to ensure quick resolution for the client.

* Represented client in the Severity 1 Analysis (internal) Meeting identifying root issues to facilitate resolution either through product support resource input, hyper software integration to improve efficiency, or client education on proper use of the software.

* Monitored all open items to ensure adherence to SLA guidelines.

* Managed Hyper Requests assisting client in examining new software and revisions by bundling new software and revisions and timing to new release dates to eliminate miscellaneous software defect complications.

Convergys Information Management Group (Atlanta, Georgia) 2006 - 2009

Manager, Client Support

Responsible for the implementation of Off Hour Client Support; training, scheduling, and coaching 2nd, 3rd and weekend shift Client Support Personnel.

* Developed a Business Continuity Plan; as a key participant on the cross-functional team contributed vital information, resources, and skill sets needed to put forth an effective plan.

* Managed the Off Hour Support Team being on-call 24/7 as needed to coach them in how to approach individual issues.

* Hired and scheduled new staff for training so they could be seamlessly integrated into the support organization.

Convergys Information Management Group (CBIS) (Atlanta, Georgia) 1996 - 2006

Analyst, Client Support

Worked items reported during 2nd, 3rd and weekend shifts involving nightly, billing and month end programs; tracked and recorded problems.

MILITARY

Training Technician, 2/198th Armor Battalion, Mississippi Army National Guard

Formulated, oversaw and evaluated the overall training program for 2-198th

EDUCATION/TRAINING

Masters in Secondary Education, University of West Georgia (Carrollton, Georgia)

B.S. Mathematics, Delta State University (Cleveland, Mississippi)

Contact this candidate