Customer Service Management

Maria Jackson

**** ********** **., ******, ** ***86 US

*******@*********.***

Primary Phone: 281-***-****

I have a broad background in technology and customer service with strong

interpersonal skills. My flexibility and ability to learn quickly allowed

me to participate in a variety of support roles.

EXPERIENCE:

AIG, Houston, TX 11/1997 - March 1, 2013 Senior

Technical Analyst

. Vendor Management - Procured extended service contracting for servers

out of warranty, and licensing for Citrix and Microsoft Server OS. I

interfaced with providers, coordinating quarterly and annual renewals

and maintaining global device lists exceeding 5000 devices, and

eliminated time & materials charges for devices not covered.

Consistently exceeded performance goals to minimize the number of

retired servers on the renewal, saving internal clients significant

money.

. Enterprise Server Support - Joined the ESS team, with duties including

maintenance of Novell, Windows OS and iSeries platforms, coordinating

trouble ticket queues, and representing changes at the daily change

management meetings. Also helped with Rightfax administration and a

Unix FTP server migration. Continued generating ad-hoc custom reports

from Remedy and later Service Now, when the company switched to the

more robust and customizable system.

. Call Center - Primary focus was coordinating calls for desktop support

and dispatching technicians to end users, where down time impacted

customer experience. I also helped identify custom components for

Call Center IT support in Remedy, and assisted in managing the on-site

Avaya PBX. I generated custom reports from both systems. I was

"smart hands" for Windows OS servers in the Call Center.

. Remedy Administration - A group was formed to administer the Remedy

system due to increased use (expanded from a single Trouble Ticket

module to include Change Management and Inventory tracking). I was

asked to join the group and also lead a project to initiate a Service

Level Agreement.

. Help Desk - IT support to internal clients via phone and desk side

visits. Used and administered Remedy system. Administered Avaya CMS

for routing in-coming calls, and generated custom performance reports.

Liaised with Enterprise Project Management to minimize impact of IT

implementations on projected call volumes. Promoted to team

management.

American Express TRS Houston, TX 5/1992 - 10/1997 Field

Technical Support

. Travel Counselor

. Supervisor

. Operations Management

. Field Technical Support

Continental Airlines Houston, TX 1/1987 - 5/1992

Supervisor

. Airport Customer Service Agent

. OnePass Service Center Customer Representative

. Supervisor

EDUCATION:

8/1986

Trinity University US-TX-San Antonio

Bachelor's Degree

Currently pursuing certifications in Excel and CCNA

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