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Customer Manager

Location:
Bentonville, Arkansas, United States
Posted:
October 25, 2016

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Bill Bomar

Bentonville, AR

acw70o@r.postjobfree.com - 479-***-****

WORK EXPERIENCE

Project Technical Team

IBM - Bentonville, AR - January 2016 to September 2016 upgrades Win XP to Win 7 at customer locations and write procedures

• Resolve issues and request tickets

• Order new PC equipment

• Phone hardware and software end user support

• Powershell, Putty, Netop, Remedy, IPAM, Overlord, Office, and Citrix knowledge

• Logistics - Track and locate parts for upgrades

• Perfect attendance and Schedule Flex

• Attention to detail, and Strong Communication skills

• High stress environment working with 10+ technicians at the same time

• Perfect Attendance

• Assignment ended when project was completed

Customer Care Center Manager

NCR - Bentonville, AR - October 2009 to January 2014 First level Point-of-Sale Support

• Second level advanced field support

• Down store/service level agreement support

• 24/7/365 Call Center Support

• Payroll and Overtime approval

• Mentored agents with excessive goals

• Created and maintain daily/weekly/monthly statistical reports

• Point of contact for all customer and field escalations via phone, email and on-site at customer home office

• Interview and hire new employees

• Scheduling and attendance issues

• Performance evaluations based on attendance, customer issues resolved, answer speed, monitored phone evaluations, team support, and hold time

• Disciplinary issues including terminations

• Monitor and escalate to executive NCR management to meet expected service goals

• Attend daily and weekly NCR manager on-site coverage at Walmart ISD

• Managed Director's local area donations fund

• Mentored and coached Team Leaders to lead by example that participated in the knowledge growth of the team

• Helpdesk transition support to Belgrade, Serbia - Spent 26 days working with all helpdesk support functions to achieve a smooth transition from the US and to identify Team Leaders within each of the 5 teams Point of Sale - Supervisor

NCR - Bentonville, AR - July 2007 to October 2009

All functions of the Help Desk Specialist ll position

• Ticket and phone audits, Telephone fire fighter, Give interviews for new prospects, Attendance tracking

• Give agent quarterly reviews

• Lead training classes for new hires and product updates.

• Attend Walmart WAR Room meetings to address down sites caused by natural disasters and multiple hardware failures

• Back up for approving team payroll, vacation, and personal time off/scheduling. Help Desk Specialist

NCR - Bentonville, AR - October 2006 to July 2007

ll

• Remote Resolve Team - Support Walmart Stores with by trouble shooting break/fix hardware issues with store personnel

• Use vendor software to check the current state of their store equipment and using its capabilities to trouble shoot and resolve issues

• Dispatch Customer Engineers to service equipment beyond over the phone fixes

• Create, update, and maintain Remedy service tickets with all information relating to the issue

• Maintain work flow with multiple phone lines/multitasking with dual sites

• Escalate to managers for Customer situations/issues

• POS equipment supported: registers, debit readers, scanner scales, hand held scanners, touch screens

• Point of contact for training new hires, questions and concerns Help Desk Specialist/Project Lead

IBM Store Support/Project Team - Bentonville, AR - January 2006 to October 2006 Support Walmart Stores for break fix issues

• Dispatch Customer Engineers to site and escalate to meet Service Level Agreement

• Equipment supported: Scanner Scale, 7043-140, 7044-170, 7024-E30, 7025-F50-F40, IBM and NCR Blade Chassis, Blades, Power Supplies, IVR, Thin Client, KVM

• Worked under IBM Project Managers for 3 months to upgrade 560 stores to the new Blade Servers

• Directed Walmart Associates to install blades in IBM and NCR Blade Chassis, tested, and addressed any issues

• Work with site mgrs. to set up time and attendance for upgrade scheduling

• Tracked shipments of new and old equipment/replacement parts ruled Out-of-Box failures

• Dispatched Customer Engineers to project sites to assist when needed

• Kept the customer in the loop by updating all information via Remedy

• Participated in weekly status/client meetings with Project Mgrs Account Manager/Team Lead

Technology Service Solutions/IBM - Fayetteville, AR - December 1995 to February 2000 Account Rep. for Walmart, Apollo Travel, Gates, PAR Microsystems-Taco Bell, McDonalds, Burger King

• Use multiline phone system to support customer break/fix concerns

• Kept the customer in the loop by updating all information via Remedy

• Meet with vendor managers to discuss opportunities

• First point of contact for customer escalations

• Attend weekly on-site customer meetings to discuss areas of opportunity

• Performed interviews for new prospects

• Wrote and gave agent evaluations, approved raises Special Accomplishments

• Created training curriculum and served in a "train the trainer" capacity to facilitate program to training managers and saved the company 9 million dollars in revenue in 2012

• Recognized by Senior VP of Services, Regional VP of Customer Services and VP of NCR Services - Walmart,

"Aspire to Delight" a reward given to few individuals for outstanding customer support

• Initiated and implemented an employee recognition program which reduced attrition, hiring and training expenses, elevated morale and allowed 29 agents to be promoted to their goaled positions EDUCATION

Associate in Business, Administration, and Management Bryant University - Rogers, AR

2014 to 2016

SKILLS

Powershell, Putty, Netop, Remedy, IPAM, Overlord, Office, Citrix, Jabber, Yammer, BOX, and ARUG Tool

(2 years)

AWARDS

Aspire to Delight

October 2010

Recognized by Senior VP of Services, Regional VP of Customer Services and VP of NCR Services - Walmart,

"Aspire to Delight" a reward given to few individuals for outstanding customer support Student of the Year

January 2016

Awarded to one student each year based on Attendance, Attitude and GPA. This student is also chosen as the Valedictorian.

CERTIFICATIONS

Insurance License

April 2015 to July 2017

Arkansas Insurance producer license

ADDITIONAL INFORMATION

• Created training curriculum and served in a "train the trainer" capacity to facilitate program to training managers and saved the company 9 million dollars in revenue in 2012

• Initiated and implemented an employee recognition program which reduced attrition, hiring and training expenses, elevated morale and allowed 29 agents to be promoted within



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