Customer Service Manager

Frances Scott

Highland Mills, NY *****

home: 845-***-**** cell 845-***-****

email: *******@*********.***

PROFESSIONAL SUMMARY

Technical Supervisor System Analyst Quality Assurance System & Application Programmer Customer

Service – Root Cause Analysis – Client Support – Strong analytical and interpersonal skills – Excellent written

and oral communication – Ability to remain calm and make decisions in a crisis situation – ability to think on

feet

COMPUTER SKILLS

Microsoft Office Suite Lotus Notes Lotus Notes Same time – IBM – MVS – TSO ISPF VM– ISO 9001 –

Focus – COBOL Windows

PROFESSIAL EXPERIENCE

Verizon Communications, NY 1992 2012

Distinguished Member Technical Staff 2006 – 2012

Supported 32,000 users in over 700 locations including large mission critical call centers and field technicians.

Directed and expedited nationwide recoveries for 498 applications across multiple business units and technologies

• Managed over 2,200 incidents such as code defects, URL not responding, screen not loading, slow

response paging through an application, results in 2012 with only 6% resulting in service interruption to the

user community.

• Exceeded service resolution objectives for Mission Critical and Business Critical applications

• Ensured availability for Mission & Business Critical applications at 99.99% for 2012

• Served as first point of contact for call center and outside technician advocates for service interruptions;

assembled a team of subject matter experts to resolve the issues within critical time frames. expedited customer

restoration

• Identified defects, procedural or technical, resolve issues and put into place a strategy to prevent outage

recurrence

• Led daily health check monitoring meetings to ensure availability of applications throughout the

business day.

• Built and strong and trusted relationship with multiple vendors, including DirecTV, Microsoft & IBM

Verizon Communications, NY Senior Manager Application Production Support Wholesale

2003 – 2006 / 24 x 7 support time sensitive avoid fines

Managed, a diverse team of 25 US & India based technicians; Directed application and system recoveries

• Ensured application releases were deployed timely, error free and within the PSC’s Regulated hours

of availability

• Ensured release had a detailed deployment and back out plan complying with PSC's availability

window

• Investigated missed PSC/PUC metrics for Verizon across multiple states and commissions;

documenting issues identifying causes and recommending remediation.

• Saved Verizon $4.6 M a year by and identifying a billing processing error

• Met compliance deadlines, avoiding regularly fines, by monitoring and ensuring any orders that had

dropped to an error queue were recovered in a timely fashion

• Collaborate closely with Verizon Regulatory department to advise on status of investigations to

minimize exposure to fines

Verizon Communications, NY Senior Manager Data Center Support

1997 – 2003 / 24 x 7 support

Scheduled and coordinated all NY State data center system and application changes; within the scope of

clients Service Level Agreements; supervised 3 technical change managers for over 300 applications.

• Negotiating system down time with external facing client point of contact focusing on lowest impact

for client applications

• Directed problem and stability management on all NY systems, applications and batch processing

• Led Post Mortems for outages documenting root cause analysis and action items to service providers

to avoid reoccurrence

• Documented all processes in compliance with ISO 9000 ;–served as an auditor for internal

organization on ISO 9000 quality processes

• Documented issues resulting from Disaster Recovery Drills ; involved bringing up networks, systems

and applications at sister sites making sure all worked and data content was current

• Led the Data Centers daily executive meeting going over the previous 24 hours issues and software

updates and holding service providers responsible

• Lead multiple teams in the shutdown of systems to avoid spread of the Slammer Virus; recognized

by Senior VP for outstanding technical service

• Recognized for outstanding results in outage avoidance; received award the Service Availability

Manager of the Year

Professional Experience in the Financial Industry

EDUCATION AND TRAINING College of Staten Island

Multiple customer service, technical, programmer and managerial classes

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