Customer Service Management

Ü Qualifications Profile

Dynamic, results-driven, and highly analytical professional with extensive experience in delivering outstanding technical support and service delivery solutions, driving company growth and advancement.

Expert at anticipating the needs of clients and staff, from scopes of work to timely completion of projects and customer services. Accomplished at developing and implementing strategic plans, in accordance with project goals. Exceptional communication and collaboration skills, with a proven ability in creative problem resolution and prevention. Technically proficient in leading and engaging staff with focus on analytical thinking methods and promoting teamwork. Equipped with keen attention to detail in formulating operational policies, business documentations and reports.

Ü Areas of Expertise

Service Delivery

Strategic Planning and Implementation

Continuous Process Improvement

Cross-functional Collaboration

Leadership, Mentoring and Training

Problem Resolution and Prevention

Customer and Client Relations

Helpdesk and Support

Project Management

Regulatory Compliance

Ü Relevant Experience

Computer Science Corporation (Estee Lauder Companies Account) New York, NY

Global Manager, Macintosh and Mobile Devices/ Team Lead NYC Desktop Jun 2009–Jun 2015

Capitalized for the management, planning and service delivery performance of IT management services to 3,000 NYC staff and 2,500 Macintosh users globally. Managed 12 NYC Desktop teams and 12 Global Macintosh technicians

Managed, tested and implemented process-oriented work streams for service delivery to Estee Lauder Companies, including SOE development and innovation for Macintosh and mobile devices deployment

Spearheaded excellent customer service and aptitude in understanding the IT needs of clients, collaboration with stakeholders and management of expectations while maintaining service standards and achieving optimal results.

Promoted and successfully executed change and risk management processes, exercising partnership with stakeholders and strict compliance with guidelines, procedures and policies, such as the Group of Conduct

Interfaced with corporate and client management to maximize success of partnership cultivated between NYC Desktop and Global Management teams and stakeholders in attaining objectives

Strategically led Macintosh Global team members by sharing expertise and lessons learned, instituting objectives, utilizing case management system and resource management, determining requirements for development, testing and training, managing performance through regular data reviews to safeguard correct tracking, and mentoring team to develop morale in a fast paced/high volume, multiple-project environment

Served as the single point of contact for escalations and issue resolution, ensuring project deliverables were met or exceeded and a first class service delivered to clients

Handled the recruitment of staff, including human resource performance appraisals, hiring and terminations

Provided critical technical aptitude and oversight in software deployment, troubleshooting hardware, software and network challenges to resolution and the planning, testing and implementation processes of OS software fixes and upgrades ensuring compatibility prior to purchase

Notable Accomplishments:

Exceeded SLA requirements with consistent ticket closure rate of 200 weekly tickets at 87% of target ensuring quality of customer service

Ensured level of deficient cases maintained at no more than 1% level within any 60 day period and meeting client expectation, as per SLA requirements.

Resolved customer complaints and achieved increased customer satisfaction score to 98%, as validated in satisfaction surveys.

Conceptualized and collaborated with training team to deliver in-house PC-Macintosh documentation training to C-level executives.

Successfully implemented document training and “how to” documents for clients database in layman terms for non-IT staff

Deployed software using AbMan and ARD for Macintosh and SCCM for PC users without disruption to services

Estee Lauder Companies New York, NY (Jan 1996–Present)

Manager, IS Technical Support New York and DC Oct 2005–Jun 2009

Implemented and deployed Absolute Manage, a system used to image, update, asset track and interact with every Mac Estee Lauder has in service globally (over 2000 systems).

Created standards for the Mac OS X environment as a global baseline for Estee Lauder’s Macs, documented standards and mentored global techs on adherence to standards.

Experience in OSX integration and troubleshooting in a Microsoft Active Directory Enterprise network environment, including file sharing & Printing protocols, (SMB, AFP, Apple talk, Bonjour, CUPS, TCPIP)

Mac hardware, software, OSX troubleshooting, imaging, installation and deployment

Kept current on new versions of software used by the Creative staff. Ensured proper licensing of software used by Creative staff (Extensis Universal Type Font, Vectorworks, & CAD, Adobe Suite)

Enterprise-wide rollouts of new operating systems and software (PC & Mac)

Ran diagnostic tests to isolate system problems and make recommendations for potential solutions (PC & Mac)

Knowledge of Adobe Creative Suite CS and CS6 deployment and troubleshooting

Strong customer service skills, with the ability to support novice through advanced users (PC & MAC)

Liaise with cross-functional teams, such as Helpdesk, Network Ops, Security, Wintel & Security to resolve issues

Planned rollout of new Macintosh/PC computers and transitioned existing computers to Mac OS X and Windows 7 using 3 year lifecycle agreement.

Supports Outlook 2010-13/365 for Exchange and mobile devices such as the iPhone, iPad, and Androids

Subject matter expert who worked with internal customers to design and implement solutions on the desktop (PC& MAC)

Facilitated meetings with staff from Creative, LAN, and Service Desk departments to ensure challenge resolution and project follow-up

Call resolution and escalation of issues related to: Account access using Active Directory, VPN, Citrix, computer requests, system access setup, network connectivity, and remote access challenges (PC & MAC)

Tested and rolled out mobile encryption across Macintosh and PC platforms to ensure data security for company.

Tested and reconfigured all NYC onsite desktop systems (Mac & PC) when Network Backbone was upgraded – assisted with resolution for all unforeseen challenges – printing, internet, network access, vpn and FTP access.

Lead Support Specialist Oct 2003–Oct 2005

Instituted and implemented IT infrastructure to ensure compliance with the company specifications for East Coast

Designated help desk tickets to appropriate technicians for resolution

Mentored junior level staff hands-on in technical complexities of assigned work

Rendered support to the Corporate Office in New York City, nationwide institutes and stores, and 30 remote locations

Assumed full responsibility with the creation and distribution of new notebooks across 120 clients, as well as the execution of client policies

Functioned as Aveda Lead for handheld technology, as well as lead projects for IS team on the East Coast

Strictly adhered to Sarbanes Oxley standards and document procedures

Earlier Positions Held:

Estee Lauder Companies New York, NY (Oct 1999–October 2003) Senior Support Specialist

Estee Lauder Companies New York, NY (Oct 1996–October 1999) System Support Specialist

Ü Other Experience

Estee Lauder Companies New York, NY Human Resources Representative (October 1995-October 1996)

Ü Education

Dublin City College of Marketing and Design Dublin, Ireland

City & Guilds - Data Processing

Ü Professional Development

Information Technology Infrastructure Library (ITIL) Foundation Training

Mobile & Macintosh Devices Training

Mactintosh OS Installation and Troubleshooting

Ü Technical Acumen

Software

Microsoft Windows Professional NT, XP Server, Workstation Microsoft Office 2007 and 365 Microsoft Office 2011 Macintosh OS X PC Anywhere McAfee Anti-Virus Norton Anti-Virus Ghost Imaging Software Carbon Copy Cloner Pocket PC Blackberry Software Windows Mobile Software Microsoft Suite Exchange Apple Remote Desktop Absolute Manage Adobe Suite Extensis Font Software

Hardware

Handheld Devices (Palm Pilots, Blackberry and Idevices) Notebooks (Toshiba, Dell, Sony, Compaq, Gateway, Apple) Hubs and Switches (Cisco, HP, Cisco, and Netgear) Video Conference Equipment

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