Service Management

Contact Information

**** ********* ***** *******, ** 30168.

E-mail *******@*****.***

Phone 678-***-****

PROFILE

An energetic, motivated and highly dynamic person with strong working skills and a broad range of hands-on and theoretical experience ranging in many areas. Adept at providing technical support and developing new processes through ongoing work, defect resolution and enhancement solutions. Expert in completing demanding assignments within crucial timelines. Highly articulate, demonstrating excellent interpersonal skills. Strong management skills and methodical aptitude with an innate ability in decision-making, coordinating and synthesize data.

IT and Numeracy

Proficient in MS Office

Efficient in analytical and numerical problem-solving techniques.

CAREER SPECIFICS

CTG/IBM (Tech) 2016-2018

Help Desk Smyrna, GA.

Job responsibilities include taking inbound calls from customers. Troubleshooting IBM servers. Opening and updating problem tickets to resolution. Tickets are opened for faulty equipment to configuration of the server. Dispatching IBM techs to locations.

Personal Skills

Entrepreneurial spirit

Persuasive & articulate

Relationship development

Influencing skills

CAREER CONTINUED

United Parcel Service OCC (Operations Command Center) 2010-2015

OCC Supervisor Alpharetta, GA.

Responsibilities include, but are not limited, to act as the primary resource for all information regarding the health of UPS production sites around the globe and to communicate the status of the business by means of technical writing skills via the I.S. Notification System; to respond to incidents which are, or have the potential of, impacting business functionality and services and drive problem resolutions to ensure support groups take the swiftest path to business restoration; to write technical, chronological updates and provide notifications in a timely manner for the global UPS community identifying the root cause, impact, actions taken and by whom toward restoration and any contingencies invoked to keep impact at a minimum during the troubleshooting process; facilitates tabletop exercises to anticipate and avoid incidents and identify business risks; to assist in the creation and deployment of standard operating procedures and escalations internally; to identify process improvements across multiple platforms to meet the changing business needs; to work independently and as a team on assigned projects to meet and support the project objectives; to inform and provide necessary details outlining items which require additional follow up for adherence to incident and problem management disciplines; to continue to improve and develop new skills via technical training in a directional and goal oriented perspective with regards to our current and developing business environment and with regards to our personal career development; to be engaged in monitoring, managing and improving the alerting process with the BCC support team and the documented alert procedures for the Business Command Center(BCC) application tool to understand and manage the health of the business for UPS production and customer facing problems: to assess and implement IS Change Management processes; to assess and identify business risks and apply internal systems knowledge to develop a clear and effective solution for system development; coaches and mentors team members on the utilization of change management tools and the development of scripting skills to increase knowledge base and to improve team effectiveness.

Skills

Leadership

Problem solving

Teamwork

Responsibilities Organizing Planning Management

CAREER CONTINUED

United Parcel Service NOC (Network Operations Control) 1999-2010

NOC Supervisor Alpharetta, GA.

Responsibilities include overseeing, scheduling, providing performance evaluations for, and keeping the technical skills up-to-date for 20 technical employees during an 8-10 hour rotational shift which includes the network connectivity throughout the UPS and SCS global infrastructure which consists of 2100 international and domestic UPS managed WAN locations, 300 international and domestic Sprint wan locations, 250 AT&T Negate VPN locations, 3 sets of UPS Managed firewalls, 2 domestic data centers. managing, escalating and attending service level agreement meetings with our multiple vendors; reporting the weekly activities/resolutions to the IS global community; assisting in the creation of standard operating procedures and escalations internally; to work independently on assigned projects; interface and be a point of contact between our department and other telecom groups and vendors for problem resolution; provide direct interface or escalation contact to customers or related problems; keep managers informed of all major problems; propose business plans including the objectives, benefits, time frames, analysis, cost and outcomes to better the current business strategies; provide turnover and be on-call for any technical assistance for problem resolution.

CAREER CONTINUED

United Parcel Service GTRACC 1996-1999

(Global Telecommunications Resolution Automated Control Center) Alpharetta GA

Communications Analyst Tech II

United Parcel Service 1991 -1996

Loss Prevention Clerk/Tracing Clerk Atlanta GA

Sony Music 1982 -1991

Warehouse Associate Carrollton GA

EDUCATION

Villa Rica High Honor Graduate

University of West Georgia

Computer Science

Certificates and Training:

Lanier Technical Institute: Cisco Router Certificate course

IBM Boot camp certificate

Supervisor Leadership School certificate

Communication

Dealing professionally with a wide range of people including senior management, senior engineers, executives, etc.

Employed appropriate and often innovative solutions to increase communication while using time efficiently to track progress and meet goals.

Fluency in written and spoken English.

LEADERSHIP, PROBLEM SOLVING & RESPONSIBILITY

Effectively sorted out each issue and coordinated/organized to get the solutions into customers effectively.

Commercial awareness & business acumen.

Able to identify cost-effective technical solutions that meet business needs.

Excellent analytical, data manipulation and interrogation skills.

Ensuring that all IT changes are managed so that they minimize downtime and risk of any inconvenience.

Developing and maintaining the infrastructure and IT systems.

Negotiating IT service contracts with partners and suppliers.

Cultivating the companies’ reputation in the market & with customers & suppliers.

Effectively planning and executing all IT related projects.

Ensuring all IT systems, infrastructures, server, networks and securities are running to an efficient level.

Recommending and implementing technological improvements and efficiencies.

Good conflict management and prioritization skills.

Manage technical process and resolve technical issues.

Prepared and implemented strategies streamlining existing work-flows in order to increase efficiency

Ability to manage multiple projects simultaneously and under pressure.

Strong attention to detail and focus on task completion.

Provided a stabilizing influence and promoted an excellent environment conducive to increasing efficiency, enhancing quality and strengthening financial results.

TEAM-WORK

Participated and contributed equally while working in a group for projects at work.

Understanding the entire project from every group member’s point of view, explaining my thoughts on the project to the entire group making sure all of them understand it. Co-writing the report and then co-presenting it making sure to convey the idea of my group effectively to the audience

Ability to get on with all levels of people and possess strong relationship building skills.

Built effective personal relationships and networks within the team, which contributed towards achieving organizational and team successes.

Expertise

Project management

IT management

Managing crisis situations

Resource vendor management

Business analysis

Financial control

Project Delivery

Integration

Application development

ORGANIZING, PLANNING & MANAGEMENT

Able to continuously meet targets and surpass expectations.

Able to develop, coordinate, delegate and plan work activities.

Planning each stages of an IT project in detail, and investigating how it can affect a business.

Improving margins and maintaining a high-quality service to clients.

Articulate and well presented.

Having the necessary drive and enthusiasm required for a tough competitive industry.

Quick learner, possess a broad range of experience, highly motivated, and have the ability to work in structured and unstructured environments and Initiating career awareness and self-monitoring on my overall progress.

he above details are true and accurate to the best of my knowledge. Given the opportunity, I will discharge my services to the best of your satisfaction.

D e...N e...e...n K e n d r i..x

Contact this candidate