Operations/Customer Service/Help Desk Manager

SUMMARY

ITIL and CSI certified Manager with experience working with onshore and offshore teams. Knowledge of Scrum and Agile Product Owner roles and methodologies. Excellent reporting and analytical skills. Subject Matter Expert (SME) for development, testing and implementation of ServiceNow IT Service Management Software supporting over 500 clients. Key contributor and implementer for Customer Service Improvements (CSIs). Ability to multitask and prioritize. Extensive experience with Incident/Problem/Change/Service Management processes and development of Knowledge Base (KB) and Key Performance Indicators (KPIs). Responsible for creating process and training documents and providing training. Extensive experience in ServiceNow, Remedy, Lotus Notes, various reporting tools, and various proprietary software applications. Microsoft Office Expert.

ACCOMPLISHMENTS

Global Shared Services Subject Matter Expert for successful transition from Internal ITSM Platform to ServiceNow

Maintained Service Level Agreement (SLA) target goal of 90% for Global Shared Services Center (NOC)

Developed presentation quality management and customer reports in Microsoft Excel which included complex formulas, pivot tables and graphs using automation which reduced cost in time to prepare and distribute

Significantly reduced cost of license chargebacks by performing monthly review and analysis of user license requirements and permissions

Key contributor, tester and trainer in migration of proprietary service management software to ServiceNow

EXPERIENCE

OPERATIONS/DELIVERY MANAGER • COGNIZANT TECHNOLOGY SOLUTIONS• MAY 2012 – MAY 2017

Managed Technical Team of 20 On-Shore (reviews, career development plans, coaching, scheduling, staffing, etc.)

Responsible for overseeing, mentoring and training of Team Leads using Skype and Cisco WebEx for facetime, computer sharing and chat

Developed and maintained the Shift Transition Report which included an overall status of the Global Shared Services Center which included ticket counts (new, open, solved, pending), high watch tickets, phone testing results, shift roster, clients onboarding, and list of other pertinent information required for Team Leads, Customer Experience Managers and Senior Management

Critical Situation Management responsible meeting 90% Service Level Agreement, providing timely status updates, internal and external escalation and delivery of root cause analysis

Created detailed and summary reports for Management and Clients using Excel, PowerPoint and Word)

Created reports, customize views, templates and dashboards in ServiceNow

Subject Matter Expert for all changes and improvements for Global Shared Services Team

Analyzed impact and approved all system enhancements prior to implementation into toolsets

Developed and maintained process documents and training materials for ServiceNow and internal processes

Lead and drove continuous service improvement enhancements working closely with Technology Development Team and Business Units for implementation of enhancements and new applications

Responsible for Global Operations Center ticket management and workflow (Locations in India - Chennai, Bangalore, Pune, Argentina, Hungary and in USA - Holliston MA

Key contributor for continual service improvement of Global Shared Services (quality grading, reporting, knowledge base, root cause analysis, request for change documentation, ticket handling, staff scheduling, etc.)

Worked with Business Units, On-Boarding Support, Technology Development Teams for new customers implementation

Provided backup support for Service Managers during peak time away from office periods and during critical situations where more than one Customer required support at the same time

CALL CENTER FLOOR MANAGER • COGNIZANT TECHNOLOGY SOLUTIONS • MAY 2005 – MAY 2012

Supervised Technical Team

Responsible for assessing and routing majority of incoming calls into Call Center

Responsible for 1st level escalation of all Customer and Vendor issues

Responsible for follow-up on escalated or sensitive customer issues

Monitored ticket queues and assign staff as needed to prevent backups in workload

Ensured Technicians have the proper skill sets to resolve Incident/Service Request/Problem/Change Tickets

Worked as liaison between offshore call centers (India, South America, Hungry) and onshore call center to ensure proper escalation and resolution of issues

Provided mentoring for offshore call center staff in the handling of incoming email, phone calls and tickets as necessary

APPLICATION PROGRAMMER • AIMNETSOLUTIONS, INC • JUL 2001 – MAY 2005

Assisted in the migration of SQL data from Remedy database to normalized SQL structure

Built call center ticketing system using out of the box application as a basic structure, building over 50 custom forms and 300 SQL statements without formal training

Provided analysis and reporting of service level agreement requirements

Worked with Process Managers and users to determine best solution(s) to support new products, services and/or technologies often under tight deadlines

Provided customized SQL queries and reports to management and users as requested

Designed, constructed and deployed customized application to support Network Operations Center (Including but not limited to data repository, trouble ticketing, knowledge base, resource management and customer agreements)

MANAGER OF INFORMATION SYSTEMS • EASTERN TELECOM, INC • APR. 1998 – JUL 2001

Provided technical support to over 200 users in 6 locations with limited support staff.

Responsible for all offices and their respective proprietary software and implementation of new software/hardware

Developed and maintained Lotus Notes Databases

EDUCATION

ASSOCIATE IN SCIENCE • BECKER JR. COLLEGE • WORCESTER, MA

ITIL FOUNDATION CERTIFICATE 2014

ITIL CSI CERTIFICATE 2015

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