Customer Service Manager
Resume:
Warren Hendricks
Austell, GA *****
***************@*********.***
Professional Experience
TECH MAHINDRA • Atlanta, GA • October 2013 – May 2017
BUSINESS OPERATIONS ASSURANCE ANALYST
Provided production support for an IT system/application which was used to provision and provide services to AT&T Lightspeed customers (which included U-Verse and DirecTV)
Responsible for receiving incidents and requests from users, analyzing and responding to the user with a solution or escalating issues to the other IT teams.
Helped to resolve core technical issues.
Responsible for managing error queries/exceptions handler in resolving errors whether they were generated by automation or manually, answer questions & debug issues that were reported by various clients.
Regularly used SQL queries for database support, Linux (command line, scripting, etc), Windows and more.
Utilized SQL to extract data needed by company executives for project related metrics
Wrote SQL queries to get data for application metrics and monthly/quarterly reports
Incorporated embedded scripts that provided results from SQL databases regarding application users
Maintained application user database by adding, updating and deleting users as necessary
Wrote and executed SQL query statements to resolve customer issues and modify out of sync data
BUSINESS ANALYTICS
Gathered details and information related to production applications to determine vulnerabilities of applications and sent reports to management personnel.
Gathered and analyzed data using business knowledge of applications to determine actionable items that helped produce measurable results providing business value.
Investigated outage details of application to determine the root cause and sent reports to management identifying issues.
Supported production application teams and provided help in resolution of problems.
Worked closely with application team and support personnel to analyze business problems and recommend solutions.
Assisted production application team in writing and evaluating scripts and processes that helped aid productivity and accuracy for actions that required manual intervention.
Responsible for evaluating patrol and alerting possibilities for production applications ensuring issues were being alerted and reported to appropriate team.
AT&T • Alpharetta, GA • December 2007 – October 2013
SENIOR IMPLEMENTATIONS MANAGER/PRODUCTION APPLICATION SUPPORT
Performed application monitoring, application problem management and resolution, application implementation, and tuning and configuration of application and infrastructure components in production environment.
Managed suite of applications. Supervised team of seven managers and technical analysts with primary responsibility of production support and maintenance development.
Coordinated maintenance and support of technical issues and coordinated problem resolution.
Responsible for uptime and availability of supported applications and managed deployment of application upgrades.
Integral in defining strategy and setting technical direction for applications as related to technical analysts by prioritizing work, identifying areas of improvements and developing action plans of issues impacting production.
Worked closely with development and client/customer organizations analyzing business problems, recommending solutions, and directing high-level system requirements to prioritize projects.
Created solid client relationships through problem resolution and exemplary customer service.
Resolved system related trouble tickets for supported applications.
Authored monitoring scripts resolving application related issues.
Wrote scripts alleviating repetitive tasks, helping team productivity in resolving issues/tickets, and enhancing process flow for applications.
Provided 24 x 7 On-Call Support responsibilities on rotational basis.
KEY ACCOMPLISHMENTS:
Authored and wrote scripts eliminating manual work and reported issues more quickly and efficiently. Saved money by eliminating resources wasted on manual work and increased application availability.
Wrote scripts and cron jobs that restarted jobs and caught errors at point of failure rather than requiring users to search for errors. Scripts saved users’ time and eliminated overtime by reworking failed jobs.
Worked to provide direction to team and served as escalation point for hot issues.
Performed semi-annual and annual performance reviews for team.
CINGULAR WIRELESS/AT&T MOBILITY • Atlanta, GA • March 2001 - December 2007
PRINCIPAL MEMBER TECHNICAL STAFF (DATA SYSTEMS)
Provided designs of architectural solutions for products impacting data architecture of Cingular/AT&T infrastructure.
Responsible for coordination of network teams and business teams to understand scope of product for delivery.
Provided architecture expertise for product planning for solutions and coordinated and participated in product related meetings.
Worked closely with business and network organizations analyzing business, network and provisioning concerns and recommending solutions.
Responsible for drafting High Level Architecture and Detailed Architecture documents for product.
Responsible for supporting and presenting product and necessary documents to Architecture Review Board for acceptance and compliance to company and network standards.
IT MANAGER 2 (PROVISIONING SUPPORT/SUSTAINMENT)
Managed suite of applications and supervised team of 50 managers and technical analysts with primary responsibility for production support and maintenance development.
Coordinated maintenance and support teams, management of technical issues and coordination of problem resolution for multiple teams and applications.
Provided functional expertise for production issues and coordinated and participated in production related meetings.
Worked closely with client organizations analyzing business, network, and provisioning problems, recommending solutions, and implementing and testing changes.
Responsible for working with all necessary network applications and engineering groups ensuring application complied with business requirements and that network elements function according to specifications and design.
Provided On-Call support on 24 x 7 basis.
IT MANAGER (DEVELOPMENT MANAGER)
Managed assigned applications and projects and supervised a group of 30 technical analysts with the primary responsibility for software development and system/QA testing.
Served as technical manager for team to include creating preliminary and detailed designs, providing hardware and software evaluations, coding, and testing.
Provided functional expertise and coordinated and participated in production support issues.
Set technical direction for application as related to technical analysts by prioritizing work, identifying areas of improvements and developing action plans.
Worked closely with client organizations analyzing business problems, recommending solutions, and directing high-level system requirements and interfaces to prioritize projects.i
KEY ACCOMPLISHMENTS:
Oversaw production and development of application system and handled and scheduled production implementation, and system testing before passing testing to QA team.
Performed hiring, training, and coaching of team members and managed performance reviews supporting staff in developing measurable, achievable goals.
BELLSOUTH TECHNOLOGY SERVICES, INC. • Tucker, GA • June 1998 – March 2001
APPLICATIONS SYSTEMS ANALYST IV (PUBLISHING BILLING)
Analyzed customer requests and requirements for new development or enhancements to existing system.
Responsible for designing, analyzing, developing, coding, testing and maintaining computer programs
Provided On-Call Support responsibilities on rotational basis.
CLARION GLOBAL NETWORK • Atlanta, GA • February 1997 – May 1998
PROGRAMMER/ANALYST
Participated in enhancing company's International Callback Service.
Designed rate maintenance function for customer service representatives.
Responsible for developing programs, testing programs, debugging programs and subsequently transferring code to production environment for installation.
BROKAT • Norcross, GA • November 1994 – February 1997
PROGRAMMER/ANALYST
Designed enhancements for Intranet Interface System, Cross Bank Operator Maintenance System and Parent/Child Bank Maintenance System.
Handled analyzing, programming and testing code enhancements.
Education
Master of Arts, Leadership Studies Bachelor of Science, Computer Science
BEULAH HEIGHTS UNIVERSITY Atlanta, GA ALBANY STATE UNIVERSITY Albany, GA
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