Customer Service Manager
Resume:
Christine Sereika
Dallas Texas 75287
Phone: 469-***-****
*****************@*****.***.
www.linkedin.com/pub/christine-sereika/75/805/ba5
EMPLOYMENT HISTORY:
Goodman Networks 2014 – 2016
Helpdesk Manager
Led transition to outsourced model including implementation of all reporting, SLA and systems issues.
Designated relationship manager between out-sourcer and company including:
oEscalation mgt
oBilling Disputes
oReporting
Directly manage daily operations associated with the services delivered to ensure staffing and assignments match operational targets and forecasts. Provided data and reporting of KPI’s and trends to IT department and others in, weekly, monthly and as needed operational reports quantifying the performance of the team and ensuring all SLA’s are being meet or exceeded.
Oversee, reviewed and monitored 100% of the requests, incidents and problems ensuring proper troubleshooting was performed and all information for future review exists, also ensuring proper close out of the ticket.
Monitored and managed phone and ticket queues (participating in escalated calls as needed).
Managed process for communicating outage/emergency activities to the organization.
Initiated outage bridge and ensured all needed participants attended to quickly restore services.
Managed Knowledge Base repository ensuring all documents are up to date and correct.
Reviewed survey feedback to improve services and support experience.
Ensured staffs are meeting and exceeding expectations in regards to performance, meeting defined metrics, and that standards and processes are followed to provide effective customer service and meet requirements.
Responsible for Change Management ensuring changes to the IT Environment are processed via a defined process to ensure the stability of the environment after IT changes are implemented. Reviewed all changes prior to implementation to ensure needed documentation is present according to SOX requirements. Communicated all changes to the business ensuring a successful or non-successful outcome.
Participated in numerous business meeting to ensure collaboration and understanding of needs and changes in our business/project plans.
Track dispatches to ensure timely delivery of any parts required and the restore of service.
Technology supported includes; network infrastructure, desktop technologies, telephony, printing, MS 2000 – 2008 Servers, MS Office 365, (support Approx. 2,000 users).
Reduced ticket counts by 20% by identifying and resolving system generated duplicate tickets, resulting in a 10% reduction in costs to the company.
Implemented and created multiple ticket templates used to improve the quality of the information in escalated tickets.
Identified times of the day of higher call volumes and adjusted helpdesk hours and staffing to meet client satisfaction needs, improving customer satisfaction by 30%, as well as increasing productivity.
Responsible for ensuring all SOX policies and procedures are adhered to for the IT department as a whole by coordinating and/or performing internal audits.
Morgan Stanley/CITIGROUP-Smith Barney Joint Venture Dallas, TX 2010 – 2013
Helpdesk Manager
Directly managed daily operations and vendors associated with the services delivered to ensure staffing and assignments matched operational targets and forecasts. Provided numerous operational reports quantifying the performance of the team.
Participated in numerous business meeting to ensure collaboration and understanding of needs and changes in our business/project plans.
Project oversight and management of support resource in delivery and support of major global initiatives.
Tracked dispatches to ensure timely delivery of any parts required and the restore of service.
Technology supported included; network infrastructure, desktop technologies, telephony, printing, web based and thick client applications, MS 2000 – 2008 Servers, MS Exchange, SQL, and Vmware (support 3500 users).
Assisted with projects that supported the move of the Smith Barney organization from Citigroup infrastructure to Morgan Stanley infrastructure including Email migration (citigroup.com to morganstanleysmithbarney.com)
Hardware refresh of approximately 40,000 workstations with dual monitors.
New operating platform development and implementation (Windows 7).
Vendor Management (IBM/HP) ensuring SLA, cost reduction, performance improvement
Morgan Stanley/CITIGROUP-Smith Barney Joint Venture Dallas, TX
Helpdesk Team Lead 2009 – 2010
Developed performance measurements framework (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
Resolved daily issues that impacted the team and overall business objectives.
Prepared the support team for new product/service releases.
Assisted in the professional and technical development of the team enabling them to set technical goals, monitor, mentor, and coaches well as assist team members to deliver quality support.
Ensured all relevant helpdesk policies and procedures are documented, maintained and adhered to.
Ensured that users are kept informed and up-to-date on the status of tickets and issues and that expectations are appropriately managed at all times.
Provided on site and off site desk side support to end users when necessary, such as diagnosing end user system failures and implementing repair solutions, diagnosing printer failures and implementing repair solutions and troubleshooting network devices in order to ensure connectivity from the PC to the network.
Morgan Stanley/CITIGROUP-Smith Barney Joint Venture Dallas, TX
Tier 2 Desktop Support 2007 – 2009
Electronic Data Systems, Plano, TX 2001 – 2007
Systems Administrator – Server Team
Southwest Airlines Dallas, TX 1988 – 2001
Technical Support Specialist (1999-2001)
Printing Services Graphic Coordinator (1998-1999)
TECHNICAL SKILLS:
DOS, Windows 3.X, Windows 95/98 Desktop, Windows NT 4.0 Desktop, Windows 2000 Desktop, Novell 4.X, Windows NT Server, Windows 2000 Server, Windows 2003 Server
Windows Server (2003, 2008, and 2008 R2)
Windows XP/Vista/Windows 7
Operating system imaging and deployment technologies.
Active Directory 2003/2008/2008 R2
Exchange 2003/2007
Microsoft Office product knowledge (2003, 2007)
Blackberry Enterprise Server, v4./v5
EDUCATION / CERTIFICATION:
Brookhaven Community College Dallas, TX 1998-2000
TCP-IP
Novell Administration
Richland Community College Dallas, TX 1997-2000
70-058 Networking Essentials
70-073 Administering Microsoft Windows NT 4.0
70-067 Supporting NT 4.0 Core Technologies
70-068 Supporting NT 4.0 In The Enterprise
Certification:
Microsoft Certified Professional
ITIL – ITIL Foundation
HDI certified Support Center Manager (currently working on)
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