Resume

Sign in

Manager Service

Location:
Plano, Texas, United States
Posted:
September 12, 2018

Contact this candidate

Resume:

Project Coordinator

A top performer with diverse skills. Strong leadership and technical background. Proven proficiency in Project management.

Core Competencies

Creative Problem Solver

Strategic Thinker

Ethical

Positive, Can Do Attitude

Self-Motivated \ Self-Starter

Easily Adapt To New Environments And Skills

Professional Experience

CompuCom Systems 6-2014 – 4-2018

Manager \ Project Coordinator:

Successfully managed global team of 25, responsible for deploying, monitoring and maintaining security appliances in a 24x7 environment.

Project managed new applications, services and hardware implementation and integration into CompuCom services environment, managed all onboarding activities, overseeing documentation creation, access creation and testing. Utilized Share Point to track and document project activities

Managed day to day operations, workload, scheduling, set priorities, ensured processes and procedures were followed and SLA’s were achieved

Communicated and enforced company standards

Consistently delivered high quality service to internal and external customers

Encouraged direct reports to seek and participate in personal development opportunities

Utilized Service Now ticket system for Incident, Change, Problem tickets

Ensured all direct reports received appropriate training and coaching

Successful at building and maintaining strong customer relationships at all management levels and customer level

Responsible for recruitment, hiring and terminations

Monitored team metrics and tracked statistics for current and historical analysis

Point of contact for client escalations

Managed and tracked team goals, provided coaching and mentoring

Ensured customer satisfaction through use of daily reports, KPIs and CSAT Surveys

Followed ITIL service management principles

Provided executive leadership with regular staff & customer matric reports

Assisted with regularly scheduled risk and compliance audits

Assisted with IT Disaster Recovery efforts, testing and documentation

Dell Services 12-2004 – 3-2014

Supervisor \ Project Coordinator:

Successfully managed Help Desk teams ranging in size from 6 to 33 agents, responsible for providing customer service and technical support in a 24x7 call center environment, managed workload, schedule, set priorities

Communicated and enforced company standards

Consistently delivered high quality service to internal and external customers

Encouraged direct reports to seek and participate in personal development opportunities

Facilitated regular team and client meetings

Ensured all direct reports received appropriate training and coaching

Successful at building and maintaining strong customer relationships at all management levels and customer level

Proven exceptional leadership ability in managing, mentoring and coaching

Proven Successful at proactively and effectively managing high risk projects

Strong multi-tasker and regularly work beyond job description as needed

Experience in communicating complex technical concepts to clients

Proven skills in understanding and analyzing an issue to develop and implement a corrective action plan

Flexible and easily adapt to changing business needs

Successfully Handled account ticket disputes and routing issues

Tracked team metrics, created reports for upper level management based on metrics

Handled staff scheduling, disputes, and performance counseling.

Successfully worked as project manager managing the transition and integration of new services into the Dell service desk environment

Supported, Windows XP, 2000, 7, MS Office, IE, wireless access, Lotus Notes, Active Directory, VPN, Outlook access issues, printer setup and troubleshooting, map drives, Symantec and Norton Anti-Virus installation, setup PST files, OPAS (Dell Remedy Ticket system), Symposium and Cisco call managers

Mapped outlook accounts to exchange server and mapped printers to the print server, setup personal printers.

converting from Symposium call management to ICM Cisco call management system

Managed the conversion from Symposium call manager to the ICM Cisco call manager, Setup ICM call manager application (Desktop Agent & Supervisor Desktop) onto all agent computers, tested and verified ID’s, phones and computers after call manager install, developed training material and trained agents on Cisco phone and ICM Call Manager, provided Cisco VOIP first level support, worked closely with Telecom Network Engineers to resolve 2nd and 3rd level issues

Managed the global setup of the service desk statistical wall board displays, including configuring the IP addresses on the server and DMZ firewall, configuring the SQL queries, patching the server and applying Microsoft updates, configuring the dashboard, creating the images and agent accounts using Quickcom application, pulling the statistical data from the Cisco phone reporting tool

Managed team of 5 security administrators, team was responsible for Provisioning and terminating Active Directory and account specific user accounts, Adding and removing user's group permissions, handling an average of 60-70 ticket disputes and ticket routing issues a day

Followed ITIL service management principles

Accomplishment: Reduced ticket queue from a consistent 1200 tickets a day to 300 tickets a day within 3 months of taking over the team. Accomplished ticket reduction despite a reduction of 2 head counts.

Accomplishment: Solved missed Service Level Agreements (SLA) breach resulting in $90,000 in savings

Accomplishment: Using creative problem solving skills, significantly eliminated a client account turnaround time by 3 months after a 50% workforce reduction

Accomplishment: Eliminated the misuse of PTO (paid time off) by staff, resulting in thousands of dollars saved.

Education

Southern Technical College

Certifications/Training

ITIL Certified

A+ Certified

MCP SQL Server 2000 Certified-2004

MCP NT Workstations



Contact this candidate