Customer Service Management

Mark E. Deloy

**** ********* **** ********, ** **401 615-***-**** ************@*****.***

MOTIVATED PROFESSIONAL

Skilled in technical writing and have a high level of proficiency with building and managing a knowledge-centric system for both IT personnel and non-technical users.

Project Management Technical Writing Root Cause Analysis Training/Development Customer Service Continuous Improvement Focused ITIL Remedy Service Now Site Maintenance

PROFESSIONAL EXPERIENCE

Davita Inc. Brentwood, TN

Knowledge Base Analyst (current position) 12/2006-present

Tasked with administrative tasks of Davita’s IT and customer facing Knowledge bases. Gather, analyze and store technical and process documents for the organization. Manage new document submissions and existing document feedback. Develop relationships with new teams that request additional knowledge bases. Train teammates on the creation and management of their own personal knowledge bases. Determine structure and design changes within existing documents as well as facilitate design changes for new document projects.

Data Analyst/Trend Analyst – Analyzed IT helpdesk tickets. Identified and reported on trends. Developed action plans for discovered problems and worked with the teammates to address the issue.

QA Analyst/trainer- Tasked with listening to and grading calls for the IT helpdesk. Developed coaching plans for analyst improvement. Used call data for developing customized helpdesk training programs. Trained helpdesk analysts on call improvement. Developed new hire training plans and facilitated trainings. Trained analysts on Help Desk Institute (HDI) Training.

Helpdesk Team Lead- Analyzed call reporting metrics and developed actions plans for call improvement. Facilitated teammate coaching. Fostered and encouraged teammate growth. Performance managed teammates as needed.

Helpdesk Analyst – Worked with clinicians to resolve IT issues, developed troubleshooting techniques, wrote Knowledgebase articles to develop additional resources.

Menlo -3Com Smyrna, TN

Receiving Manager 12/2005-12/2006

Received and processed 3Com servers and equipment into the warehouse. Maintained accurate records for incoming and outgoing computer hardware. Ensured inventory integrity and accurate data entry into inventory management system. Developed additional time saving receiving processes.

Famous Footwear Lebanon, TN

IT Support Lead 09/01-12/2005

Managed second shift IT support for the TN and Wisconsin Famous Footwear distribution warehouses. Responsible for all computer maintenance including conveyor belt management systems. Maintained the bulk labeling application. Ran backup system checks. Ran all nightly reports for both the IT and Management teams.

EDUCATION

Associates of Applied Science, Criminal Justice – San Diego State University

1995-1997

High Honors Diploma – Gilbert High School

Other skills, leadership, and/or professional development training:

DaVita Sailing Ship Leadership Graduate - DaVita, Inc. (40 Hour Course)

Technical Writing Level 1 – Learning Tree

HTML 5 and XHTML – New Horizons

ITIL Foundations Certified

Proficient in Microsoft Excel, Word, & PowerPoint

Knowledge and experience working with Service Now, ITIL, Moxiesoft, NGenera Knowledge Management System, Remedy

AWARDS

IT Teammate of the Year at Famous Footwear 2013 Team Core Value Award Recipient, 2015 Shining Star Award Recipient

Published 2 novels with major publishers

References available upon request

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