Customer Service Technical Support

Omar J. McCallop **** Althorp Drive Raleigh, NC **616

Phone: 919-***-**** *********@*****.***

DETAIL-ORIENTED IT TECHNICIAN TRAINING/MANGEMENT

Escalations Management Training IT Support Culture

• Over six years of IT Management / Training experience providing software, hardware, and client/server training in high-volume environments

• Proven success and reputation of proactively seeking solutions after thoroughly analyzing informational needs and functional requirements.

• Strong ability to develop, manage and lead / train teams of technical support and customer service professionals.

• Consistently praised for communicating effectively with both technical and nontechnical individuals.

• Proficient in Active Directory, SCCM (Remote tools), Remedy, Dameware, EMC, Service Now & Microsoft Office

KEY SKILLS

Technical Training

Pharmaceutical IT

Management

Offshore Team Collaboration

Software Installs

LAN Connectivity

Problem Diagnosis

Help Desk Training

Preventive Maintenance

Client/Server Support

User Training/Support

Customer Service &

Complaint Training

TECHNOLOGY PROFICIENCIES

Software: MS Office; instant messaging software; VMware applications, Photoshop, Adobe Premier, Encryption Software

Browsers: Internet Explorer, Firefox, Chrome, Safari Call-Tracking Tools: HEAT, Remedy, Service Now

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers Networking: LAN & VPN/Remote Connectivity, TCP/IP

Platforms: Windows, Citrix

PROFESSIONAL EXPERIENCE

HCL America Cary, NC

Sr Technical Analyst, August 2010 to Present

(Anthem Adecco FOX Television Dr. Pepper - Snapple)

(Training and Management)

• OPW / W@H Training Lead – Developed Training Manuel, Curriculum & Trained Entire Team

• L2 RDS Lead, installation and training as lead for RDS team.

• Created & implemented new employee induction procedure for specific accounts

• Incident Management of current and SLA breached tickets

• Train SD/Level 1 Agents on reoccurring issues/problem tickets

• Developed series of Server Storage Relief training classes via LiveMeeting

• Increased overall ticket resolution by 15% via monthly trouble ticket review and training

• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.

• Partnered with Tier II and Tier III help desk peers based in the US and India to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions

• Received “outstanding” ratings on performance reviews each year, customer service, communication skills and technical problem-solving.

CarQuest Inc. Raleigh, NC

Technical Support and Training, February 2008- June 2009

• Provided software and hardware technical support for CarQuest systems.

• Installed software and hardware remotely and at CarQuest stores.

• Executed data reports for clients that pertained to daily office/store operations.

• Developed training manual and procedures that led to a 20% increase in productivity. Cisco Systems, Inc RTP, NC

Cisco IT Technical Analyst Trainer & SME/POC, November 2005- June 2007

• Provided training and SME/POC support for Sales Help Desk applications and logged all work and services provided into Remedy call handling application.

• Primary responsibilities included providing 2nd & 3rd level support for Cisco based systems including desktop hardware/ software, Blackberry setup, and peripheral devices.

• Provided production support to various development organizations as new and existing applications were released.

• Maintained knowledge of the latest technical innovations in the industry.

• Assisted in the creation and maintenance of FAQs for applications.

• Partnered with Tier II and Tier III help desk peers based in the US and Europe to develop protocol to solve user challenges.

ACS Raleigh, NC

Workforce Manager, March 2003- November 2005

• Responsible for interfacing with client and ACS staff.

• Collected and prepared reports to analyze necessary contract billing and provided support documentation/reports to secure payment for services and other deliverables provided to clients

• Conducted skills, technical, management and staff development training courses including all functional areas of the account.

• Maintained current training documentation for all staff and developed reference reports for management. Class sizes consisted of 25+ employees.

EDS Raleigh, NC

Workforce Manager, January 2000- February 2003

• Production Scheduler

o Established departmental production schedule, allocated work to proper production center considering call volume, capacity and employee efficiency.

• Technical Support

o Provided day to day customer contact and actively sought resolutions to customer issues with designated product/service lines

EDUCATION

UNIVERSITY OF NORTH CAROLINA AT CHAPEL HILL - Chapel Hill, NC B.S. in Political Science/ Minor in Marketing

NORTH CAROLINA STATE UNIVERSITY – Raleigh, NC

Master of Business Administration – TBD

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