Manager Technical Support
Resume:
WARREN WHITE
**** ******* *****, **********, ** *2193 571-***-**** ************@*******.***
CUSTOMER SERVICE/TECHNICAL SUPPORT MANAGER
Versatile Service Delivery Manager with extensive background in leadership and team development. Previous professional career in United States Air Force, as well as civilian expertise in database administration, operations management, and helpdesk support. Demonstrated success building teams of nearly 50 professionals and ensuring exceptional quality in service standards.
AREAS OF EXPERTISE
Service Desk operations . Service Delivery . Customer/Technical support . Strategic Planning . Procedure/Policy Development . Project/Deadline management . Cross-functional Collaboration . Process Improvement . Compliance . Advanced Computer Skills . Written and Oral Communications . Process Gap Analysis . Team Management and Development, retail sales, merchandising, POS operation
PROFESSIONAL EXPERIENCE
HHGregg Inc., Jan 2015 – Mar 2017
Home Sales Consultant
•Greet customers from the point sincerely and enthusiastically without pressuring or becoming overbearing. Constantly look for and approach customers
•Qualify the customer through listening and questioning.
•Show the customer the features and benefits that support customer needs established during the qualifying process. Explain various features as the customer uses the merchandise while continuing to qualify and eliminate objections
•Consistently ask for the sale with every customer in the proper amount of time.
•Help customers make an informed decision based on their needs and wants with the best product knowledge.
•Stay up-to-date with all technology and product information.
•Keep up-to-date on stock levels and current promotions.
•Accurately input all sales orders and track them through the delivery or pickup process.
•Responsible for merchandising a specified area of the store.
•Assist in developing and training of new associates when required.
SERCO, INC., 2005-2014
Information Technology Manager
Directed IT operations for Level I and Level II customer support team.
Managed geographically dispersed team through virtually centralized system.
Provided end-to-end information systems support for all users and systems.
Ensured application of ITIL and HDI best practices, as well as SOPs, in service desk environment.
Analyzed software, hardware, and service requirements and prepared appropriate documentation. Reported findings to management and/or customer where required.
Effectively prioritize workload and organize resources to meet deadlines.
Support project team members to ensure successful project delivery.
Work with cross-functional teams for service delivery and project management/delivery.
Facilitate meetings for staff, project teams, customers and executives.
Conduct and document staff training where appropriate.
Manage resources to fulfill client requirements and/or request.
Monitor and manage service delivery in accordance with service policies and procedures to ensure customer satisfaction.
Review project and incident “lessons learned”, and work with functional teams to assess successes and failures and present actions and present recommendations for improvement.
Manage on-going projects while maintaining day to day operations
Manage recurring customer reporting including task metrics.
Communicate risks and limitations to customer requirements / requests.
Served as change control manager. Follow proper change procedures. Communicate timelines and requested changes to stakeholders.
Understanding of business processes and business workflow.
Perform gap analysis between customer requirements and current capabilities.
Conducted industry research on innovations for improving efficiency.
Policy and procedure review, update and revision. Effective document manager.
Built and maintained relationships with stakeholders, management staff, cross-functional teams and vendors.
Learn new customer systems and create support documentation for such.
Information Technology representative on the Crisis Management Team.
Information Technology representative on the Security Incident Management Team.
RESOURCE CONSULTANTS/SERCO, INC., 2001-2005
Service Desk Operations – USPS Engineering Facility
Provided service desk and server support for more than 300 USPS and contract employees.
Coordinated equipment requests and orders with USPS HQ.
Managed staff of 17, including help desk, server administration, and network administration teams, as well as supervised USPS Engineering contract team on behalf of corporate management.
Interviewed and hired contract personnel, as well as conducted performance evaluations.
Hired as full-time and permanent IT Manager in 2005 from consultant position.
VFC CORPORATION, 2000-2001
Service Desk Operations – USPS Engineering Facility
Managed service desk, server administration, and network administration operations for USPS Engineering facility as part of contract.
Provided technical support and troubleshooting to all facility personnel.
Retained when contract was redeveloped with new organization in 2001.
WASHINGTON DATA SYSTEMS/NASA, 1996-2000
Desktop Engineering Manager
Directed desktop engineering support operations for more than 2700 personnel at NASA HQ.
Managed team of 47 employees and provided coaching and feedback.
Reviewed daily support requests for hardware, software, servers, and applications.
Ensured timely delivery of support and software quests.
Responsible for achieving all prescribed metrics determined by client contract.
Previous positions include Customer Liaison NCO and Retail Sales Manager for the US Air Force (among other titles), as well as Computer Operations Manager for Municipal Securities Rulemaking Board.
EDUCATION AND CREDENTIALS
Undergraduate Coursework, Communications, Eastern Michigan University
Undergraduate Coursework, Information Systems, Strayer University
Certification, Database Management, Oracle University
Certification, Leadership, Military Airlift Command NCO Academy and NCO Leadership School
Certification, Air Force Logistics Training
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