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Service Customer

Lanham, Maryland, United States
August 30, 2018

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Robert I Stanley

***** ***** ******* ***** ***** MD 20720.

C: 202-***-**** / E:

July 17, 2018

Hiring Officer

I would like to present my application as a successful candidate for an IT position on your team. I am a highly experienced Service Desk Manager with more than twelve years of experience running an effective support desk for Carey International.

During my course of employment, I was able to gain the skills and knowledge required to run the daily operations and acquire the soft skills necessary to support both internal and external customers.

I am coachable, and my skills are not limited:

Maintain weekly reports for Trend Analyst, First Time Resolution and ACD Call Volume.

Provided desktop support for issues related to software, and computer hardware.

Performed Quarterly User Audit for all systems, and ensure compliance of Sensitive Personal Information (SPI).

Assisted my team with resolving Cisco VPN issues for telecommuters.

Walked customers through issues with both computer and mobile devices (Android and iOS).

Follow up with internal and external customers to ensure their issue were resolved in a timely manner.

Ability to pull Adhoc reports using Crystal Reports or Toad a business intelligence tool.

Volunteered on the Board of HDI Local chapter as VP of Membership for 4 years, as well as being the 2005 HDI Analyst of the Year for the Washington area.

My resume provides detailed experience and hands on training acquired, that I believe will makes me a great fit for the culture of any organization. I look forward hearing from you to schedule an interview, or to learn more on how I can grow with your team.

Thank you in advance for looking at my resume, and if you have any questions please contact me at your earliest convenience.

Robert Stanley

Robert I. Stanley 10410 Vista Gardens Drive, Bowie MD. 20720

Mobile: 202-***-**** E-mail:

A result driven Service Desk Manager with a proven track record of premium customer service for Carey International, a global leader in the chauffeured transportation business operating in 360 cities worldwide. An experienced leader dedicated to service excellence, highly organized and detail-oriented, with an extensive premium Customer and Service Delivery experience. A team player seeking a technical and challenging position that would allow growth in an innovative company and contribute to the organization’s mission while improving products and service.

Technical Knowledge / Core Competencies

Crystal Reports, Quest-Toad SQL, Microsoft Office, Friendly Billing, PeopleSoft, IBM Notes, ProofPoint, Sentrion Send Mail, Chime, Heat, JIRA Service Desk, PC Windows XP, Windows 7, Citrix, Oracle, Kaspersky, Trend Micro, Cisco VPN Any Connect, Identity Service Engine (ISE), Avaya CMS, Maas360, NextGen Mobile Applications, IBM Big Fix, Meraki Dashboard, US Fleet Tracking, Mobile Devices iOS and Android, Novell Lightweight Directory Access Protocol (LDAP)

Professional Experience

Carey International 2005 to July 4th 2018

Service Desk Manager

Managed the Service Desk supporting headquarter employees, 12 subsidiaries offices, affiliates, chauffeurs, as well as assisted with digital support to our mobile application customers.

Provided Level 1 / Level 2 support which includes desktop and hardware support, executive support, iOS and Android mobile support, and application distribution via MaaS 360 - Mobile Device Management (MDM)

Supported telecommuters via Virtual Networking Computing (VNC) and Virtual Private Network (VPN), but not limited to any technical troubleshooting skills

Responsible for creating, implementing and executing Service Desk best practices using IT standards, and focusing on the business needs first.

User ID Security Administration for Novell LDAP, IBM Notes, Friendly Billing, Peoplesoft, JIRA - Confluence including chauffeur’s Two Way mobile credentials.

Performed quarterly security audits to in house core applications Central Enterprise Systems (CES-Dispatch), Novell LDAP, Friendly Billing also conducted yearly health checks on Personal Credit Card Information (PCI) / Sensitive Personal Information (SPI) Security Compliance

Provided Chief Technical Officer (CTO) reports on trend analysis including outage and application availability for Incident Management Barometer reports, statistic reports on first call resolution and escalation rate to ensure Service Level Agreement (SLA) delivery

Worked with the Asset Management team and performed software audits for Microsoft and Adobe

Responsible for tracking and coordinating System Releases with the business and notifying both internal and external business partners of upcoming releases or service interruption.

Responsible for customer service tracking program, and updated Knowledge Management tool QuickR.

Developed Service Desk Standard Operating Procedures and Process Manual

Designed management reports using Crystal Reports to forecast client service trends for the Sales and Customer Service Departments which eliminated end users from having to rekey data into spreadsheets

Reduced support cost and increased customer satisfaction with a shift left strategy, creating an empowered a knowledgeable service desk

Assisted the Application Development Team with User Acceptance Testing (UAT)for two core mobile applications, and researched logs for application failures to notifications and Business to Business (B2B) interface

Carey International 1999 to 2005

CES Analyst / UAT Tester

Report Analyst, retrieving data from the Oracle database using Crystal Reports to create monthly reports for our Billing Department, Call Center, Customer Care and Sales Department

Quality Assurance Tester, performing User Acceptance Testing for the Application Development Team for Central Enterprise System (CES) and Carey’s websites

Business Analyst, working with the business to suggest changes and improvements to CES and website application

Prepared and trained Help Desk Analysts on upcoming CES enhancements to ensure their readiness to support release deployments

Provide end user support, ticket tracking and resolution within service goals using Heat

Application Administrator creating, terminating and modifying user accounts for Novell, Lotus Mail, Avaya, Voice Logger and CES

Provided hardware support for PCs, laptops, printers, projectors, phones, mobile devices

Provided Tier 2 software support for CES, Dispatch Software, Friendly Billing, Peoplesoft, Microsoft, Crystal Business Reports.

Carey International September 26th 1996 to 1999

Reservation Team Leader

Managed a team of 30 Reservation Specialists by monitoring their daily call volume using Avaya CMS, and conducted call frequency trends analysis for Quality Assurance and Forecasting Trend Level Reports

Coordinated 1.5 million reservations per year for leisure and investment banking firms

Act as a liaison between service providers, investment firms and other managerial departments.

Accompanied corporate clients to social events, to ensure a continued and profitable business relationship

Marketing support responsible for packaging and distributing marketing material to customers

Managed call center routing and productivity levels and adjusting schedules as necessary

Atlas - Astral Travel 1990 to 1996

Travel Consultant,

Trinidad and Brooklyn, NY

Responsible for booking airline reservations via Sabre for corporate and leisure travel clients

Coordinate group travel for large events

Verify the Billing and Settlement Plan (BSP) for payment of sales to International Air Transportation Association (IATA)

Collect on accounts that were 90 days in arrears

Book airline vacation packages and forecast sales trends for used for promotions

Prepared window and visual displays for advertising vacation packages and seasonal travel

Education & Training

St. Joseph College, Trinidad W.I.

School of Accounting and Business Management, Trinidad W.I.

HDI Help Desk Manager Course, Knowledge Centered Support (KCS), HDI monthly workshops

Microsoft Office, Security Awareness Training

Crystal Reports,

Franklin Covey Leadership Training

Professional membership

HDI Technical Service and Support Professionals Member

HDI Capital Area, Served as the VP of Membership on the Non-Profit Board of Directors for four years

HDI Capital Area Analyst of the Year 2005

References Available Upon Request

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