Service Technical Support
Resume:
TECHNICAL SUPPORT MANAGER
IT Management – ITILv* Compliance - Service Delivery
LILLIAN ALLSBROOKS
Arlington, Texas 76001
<817-***-**** *********@*****.***
CAREER PROFILE
Technical support center manager with a career demonstrating expertise and outstanding performance in financial and operational management. Managed budgeted expectations for global delivery services which consisted up to 20,000 + headcount globally. Human Resources, communication, problem solving, and decision-making skills. Success in optimizing efficiency and reducing costs through delivery of value added systems, programs, and procedures. Results-oriented individual with an exemplary track record of strategic planning, revenue enhancement, and financial reporting. 12 years with current company progressing in multiple roles to include IT Outsourcing, hospitality and retail organizations. Team player recognized for propensity to establish and maintain solid relationships with employees, co-workers, management, and key internal / external stakeholders.
CORE COMPETENCIES & SKILL AREAS
Budget Management P&L responsibility Compensation Analysis Expense & Cost Control
Human Resources & Training Forecasting / Reporting / Analysis Information Technology SLA Analysis & Management
Presentation Delivery Contract Review & Negotiation Project Management Cost Model Development
Quality Assurance KPI Development & Analysis Vendor Relations New Business Development Service Delivery
Account Management MS Office Suite ITIL Incident Management ITIL Change Management
ITIL Knowledge Management
CAREER PROGRESSION
TECHNICAL SUPPORT MANAGER I
Atos North America – Lewisville, TX
IT Outsourcing Global Service Delivery, Technical Service Desk Operations 8/2010 – Current
Key Initiatives Included: Managing client relationships and excelling in account development. Accountable for overall responsibility in departmental relations within EUC and client organizations. Single point of contact for escalation of high severity issues.
Responsible for managing yearly budget for services, workforce management and service level achievements.
Currently responsible for support center operations with 11 service delivery agents. Provide management oversight of operations in Texas and where services are delivered from.
Attend high-level client-facing meetings as required
Assisted in developing global baseline for service models using operational metrics and trend analysis
Manage budgets, service delivery models, and financial analysis to improve quality, service delivery and profitability of the service desk service delivery.
Manage day-to-day activities of the service desk, HR, training, project management, and reporting and trend analysis.
Reviewing Statements of Work for all high level projects that specifically reflect my organization directly or by Cross Functional means.
Work with lines of business to Extract, Transform and Load data when projects require platform or enhancement changes.
Provides strategic direction to Direct Service Operations team
TEAM LEAD – SERVICE DESK SPECIALIST
Affiliated Computer Services, Inc. – Dallas, Texas 6/2003 – 8/2010
Key Initiatives Included: Provide first-level technical support for global IT infrastructure for a US and International based client consisting of over 35,000 employees. In this capacity, I analyze hardware, software and connectivity issues for multiple environments including UNIX, Windows NT/2000 and first level mainframe support.
Earned solid reputation for resolving complex issues and providing exceptional customer service.
Escalating issues as needed and maintained communication with customer and Technical teams through resolution.
Extensively utilized Service Center to record and track issues previous and ongoing issues.
Challenged to provide timely resolutions to support mission-critical application users.
Promoted to assume additional responsibilities as Technical Advisor utilizing experience to provide guidance to Help Desk staff.
Additional responsibilities include entering and maintaining payroll information and the development and distribution of Service Desk statistical reports.
COMPUTER OPERATOR
Atos Origin - Arlington, Texas 12/2001 – 1/2003
Key Initiatives Included:
Monitored all master hardware and performance consoles.
Optimized system performance and spool unitization.
Responded to system hardware/software error messages, storage and hardware configuration problems.
Ensured that critical JES links were active Output and NDM queues were operational.
Independently resolved recurrent system lockup issue through diligent research.
IPL Mainframe Systems.
Mounted tapes.
Pulled scratch tapes.
Developed and documented computer system procedure and user manuals.
PROFESSIONAL DEVELOPMENT
ITILv3 Foundations
ISO 20000 - Incident Management S
ISO 20000 - Knowledge Management Process Owner
TECHNICAL SKILLS
Operating Systems
Windows OS -Advance
Software
Microsoft Office Suite (graphs, formulas, functions), MS Windows desktop/workstation operating systems, Wireless Networking, Business Objects, Avaya CMS, Replicon, Peregrine Service Center, LogMeIn Rescue, Citrix, BMC Remedy, Android OS, iOS, Service Manager 9.0
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