Customer Service Manager

SUMMARY

Talented and accomplished Senior IT Leader with extensive background

directing technology groups. Known for building and motivating cross -

functional teams that exceed corporate expectations. Proven ability to

implement effective policies and procedures, enhance productivity, and

increase efficiency. Expertise in budget management, negotiations,

forecasting and customer service. Excellent analytical and quantitative

abilities. Outstanding presentation, leadership, and communication skills.

Core Expertise Includes:

. Strategic Planning

. Budgeting & Cost Control

. Policies and Procedures (SOP)

. Network Administration

. Organization & Staff Development

. IT Needs Forecasting

. Technical Infrastructures

. Enterprise Technical Systems

. Priorities and Goals

. Employee Morale

. Resource Scheduling

. Help Desk Operations

. Process Optimization

. Productivity Improvement

. Technology Architecture & Integration

. Service Level Agreements (SLA)

Technical Expertise Includes:

. HP Blade Technology

. Checkpoint Firewall

. Microsoft Products to include Windows XP, Windows 2000, Windows 8

. Virtualization Software: VMWare, VDI, Xen, Hyper-V

. Server: Exchange, 2003, SQL, 2008, Sharepoint

. Active Directory

. Lotus Notes

. EMC SAN Technology

. Cisco Switches

. Wireless Routers

. Avaya IP Telephony

PROFESSIONAL EXPERIENCE

Credit Suisse Nov 2011 - May 2013

Manager Support Services

. Manage the Global Support Center providing technical support for

50K employees

in EMEA, AMRS, APAC

. Provide direction and supervision of 105 Support Specialist

which consists of L1, L2 and L3 and workforce management staff

. Reviewed all customer feedback from online surveys. Determine

improvements that can be made based on this feedback. Work with

the cross-functional teams to track, implement and report on

analysis for improvement actions.

. Analyzed and evaluated the help desk performance using

statistical tools, KPI's.

. Monitors performance of support personnel, reviewing response

times, problem logs, and trends in problems reported.

. Made sure staff was adhering to the SLA's in call answering.(For

example all high priority calls answered within 15 seconds)

. Management of external service providers and internal staff to

provide high level of customer service to achieve targeted,

predetermined SLA's and OLA's.

. Meet daily with other internal supports units

. Took escalation calls from the staff

The Pantry Stores October 2010 - Nov

2011 Service Desk Manager

. Management of internal staff of 55 which consists of L1, L2 and

L3 staff to provide high level of customer service to achieve

targeted, predetermined SLA's and OLA's.

. Improved productivity and eliminated redundancies by instituting

new technical support and training procedures that were

implemented across organization

First United Bank and Trust May 2009 - August

2010

Director of IT

. Provided direction and supervision to 8 staff members. The team

consisted of Helpdesk Manager, IT Manager, L1, L2 and L3

Helpdesk and Applications Team

. Held daily meetings with staff to discuss any open issues.

. Took escalation calls from the staff that required management

intervention.

. Negotiated contract terms with all vendors.

. Oversaw all hardware, software, operating system, and network

operations. Selected and coordinated outside developers, network

specialists, and service providers.

. Change leader with experience and expertise in leading

successful IT organizations to achieve greater success.

. Defined product technology strategy and vision for the company.

. Managed multiple projects to ensure timely completion and under

budget. Met with Operational Departments on a weekly basis.

. Developed an annual budget collaboratively with senior

management.

. Consolidated network operations through one supplier and

upgraded from T1 to DS3 service.

. Created multi-year global IT strategy to align with business

objectives.

. Worked closely with business and technology groups to identify

best methods for promoting/implementing new products and

services.

. Integral and active member in the strategic planning process.

Pentair Corporation Jan 2005 - April

2009

Senior IT Manager

. Provided direction and supervision to 12 IT professionals to

include Helpdesk(L1, L2 and L3), Desktop support and Network

Operations.

. Improved productivity and eliminated redundancies by instituting

new technical support and training procedures that were

implemented across organization

. Responsible for all server, client and network infrastructure

and related services in 7 distributed domains across the US for

different Pentair product manufacturing sites.

. Developed an annual budget collaboratively with senior

management.

. Took escalation calls from the staff that required management

intervention.

. Responsible for all Sarbanes-Oxley IT compliance.

.

GlaxoSmithKline Pharma June 2003 - Dec 2004

Helpdesk Manager: Sales Force Solutions Delivery

. Managed client support staff; responsible for all Level 3 end

user support for 14,000 Sales Representatives in the US and

Puerto Rico.

. Management of external service providers and internal staff of

55 to provide high level of customer service to achieve

targeted, predetermined SLA's and OLA's.

. Consulted on Corporate Projects and maintain communications and

coordination with all SFSD Managers.

. Met daily with Level 1 and 2 teams to discuss previous day's

issues.

. Provided necessary training to ensure all tickets were closed on

first call.

. Took escalation calls from the staff that required management

intervention.

. Created new knowledgebase articles to capture new learnings for

reuse throughout all support teams.

Swifty Serve Corporation Nov. 1999 - Oct.

2002

IT Manager

. Management of external service providers and internal staff of

13 to provide high level of customer service to achieve

targeted, predetermined SLA's.

. Installation, configuration and support of routers, hubs and

switches and VPN Clients.

. Managed the development and implementation of applications,

other projects, supporting acquisitions, and new store openings.

. Development and service of the ongoing partnership with internal

customers/departments maintaining in depth knowledge of business

operations.

. Created new knowledgebase articles to capture new learnings for

reuse throughout all support teams.

. Ensured customer requests were compatible with technical

direction.

. Evaluated training needs and provided career development and

technical guidelines for staff; researched and analyzed new

technologies with an eye to improve company processes.

IBM Feb. 1999 - Nov. 1999

Technical Support Lead

. Was responsible for supporting IBM's Global Customers in the

Operating Systems Support Group.

. Was a member of the Windows 2000 Beta support team.

. Took escalation calls from the staff that required management

intervention.

. Worked with the software systems support group on developing

device drivers for Windows 2000 for IBM Hardware.

Guardsmark, Inc May 1995 -

Nov. 1999

Technical Operations Supervisor

. Was responsible for maintaining GlaxoSmithKline's security

system.

. Supported the contract security staff on PC hardware and

software issues.

United States Marine Corps June 1991 - May

1995

Non-Commissioned Officer in Charge - Armory Supervisor

. Was responsible for the inventory and maintenance of over $20

million dollars of military weapons.

. Supervised 13 marines.

. Provided training to all new marines on all weapons system

within the company.

. Provided daily reports to all command staff officers.

. Reported directly to the commanding officer.

Education

West Virginia University

BS Business Administration

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