Technical Support Professional
Leading Teams of Hardware Support with Focus on Targeted Metrics and Client Satisfaction
Detail oriented expert leveraging leadership, organizational and communication skills to achieve uncompromised customer service and business objectives. Critical thinking skills used to resolve client or employee issues. Dedicated to accomplishing projects before deadlines while working in high-pressure situations. Areas of Expertise:
Team Lead Test Case Writing & Executing Technical Support Staff Scheduling Metrics Analysis Microsoft Office Microsoft OS
IBM, Atlanta, GA 1998 – Present
SystemX Team Lead, UAT Project Team, ISAT Level 1 Support
Maintained schedule for 100+ call center agents across 5 teams. Created reports using Microsoft Office applications. Tested proprietary resources for quality assurance on UAT Project Team. Go-to person for questions regarding company processing tools.
Created plan improving team service call clear rate 30%.
Developed plan enhancing client satisfaction 25%.
Wrote test cases on new contract offerings ensuring test objectives are met.
Assured client satisfaction by addressing problem issues.
Monitored agent calls ensuring company processes are followed.
Executed test cases on new contract offerings securing offerings provide expected results in ISAT.
Received IBM Bravo Award in 2008.
TECH DATA, Suwanee, GA
Lead, Bill of lading shipping
STURM EUROPEAN MILITARY SURPLUS, Cartersville, GA
THE FINISH LINE, Decatur, GA
A+ Certification – expected renewal date by 7/31/2016