Customer Support manager

Richard Stevens

POUGHKEEPSIE, NY, *****

845-***-**** *******@*******.*** LINKEDIN.COM/IN/RICH STEVENS

Service Operations Executive / Account Manager

Highly motivated and dependable Network Services Professional in both Operations and Network Services for IBM, Advantis Corporation and AT&T, focusing on client satisfaction, teaming and successful outcomes. Enthusiastic leadership style focused on solving client requirements with a sense of urgency. Maintained flexibility to work with multinational teams. Recognized for outstanding management excellence. Expert in the oversight of professional teams, excellent at coordinating and organizing work to drive client satisfaction.

Communication Skills Organization Skills Self Managed Team Leadership Requirements Gathering Problem Solving Client Satisfaction

AT&T CORPORATION, POUGHKEEPSIE, N.Y.

Service Operations Executive for Amerisource Bergen, Allied Holdings, BNSF, Apple Leisure Group, Fedex, GM Cars, Wallgreens and Welch Allyn. ( 2012 - 2017)

Promoted to Service Operations Executive. Responsible for Account Management for contracted support obligations between the client, IBM and AT&T to ensure high client satisfaction. Proven expertise in the following areas:

Track record of building and maintaining positive client relationships by ensuring Service level agreements are met for multiple business including pharmaceutical, medical, automotive, transportation and leisure.

Project Management – ran small, medium and large projects. Supported AT&T assigned resources, attended project meetings, and provided updates to client..

Problem Management – Submit and escalate Problem Tickets via Remedy, Maximo etc . Point of contact on customer support escalations. Respond to High Severity situations and provide crisis management within multiple business lines.

Change Management – Submit, escalate and close problem tickets via Remedy, Maximo etc. Review previous and future changes records.

Participated in Root Cause Analysis reviews for High Severity problems and address any concerns with action items.

Collaborated with multiple teams to ensure processes and procedures were implemented and met standard requirements for client solution.

Assess business impacts and communicate problems status to management. Followed up with client team members to ensure solutions met their needs and addressed any outstanding issues / concerns to ensure all needs were met to their satisfaction.

Network Service Availability Manager for Carlson Corp, Diageo, Kubota Corp, Pariter Corp.

Deputy Service Operations Executive for Amerisource Bergen . (2008 - 2012)

Promoted to Network Services Availability Manager [NASM] to provide 24x7x365 network support.

Focal point for Crisis Management for High Severity issues within multiple business lines ensuring problems are solved quickly to reduce downtime to the client.

Directed support for Telecommunication issues. Ensure proper focus is expended by telecommunication teams and escalate when necessary.

Responsible for Root Cause Analysis reporting back to client.

Interface between Telecommunication teams and support teams for Telecommunication changes.

Provide backup support duties for Service Operations Executive on Amerisource Bergen Account.

Interface for network operations helpdesk. Ensured procedures and tools were current for network operators. Focal point for network operations helpdesk issues.

IBM CORPORATION, POUGHKEEPSIE, N.Y.

Network Services Availability Manager(NSAM) for IBM Internal Account North America (2002 - 2008)

Team Lead for IBM Internal NSAM’s - North America, providing 24x7x365 network support.

Lead effort to combine multiple NSAM’s into one team.

Scheduled and ran weekly team meetings, produced meeting minutes.

Responsible for NSAM procedures.

Created and updated off shift and weekend rotation schedules.

Interface for network operations helpdesk. Ensured procedures and tools were current for network operators. Focal point for network operations helpdesk issues.

Education

Associates in Applied Science (AAS), Data Processing, Dutchess Community College, Poughkeepsie, NY

- Completed over 100 hours of various Network classes for AT&T.

Military

-Served in the US Army. Received multiple awards and an Honorable Discharge

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