Help Desk Manager, Technical Support Analyst, FootPrints Service Core

JEFFREY E. HONIG

Phone: 908-***-****

*******.*.*****@*****.***

CAREER SUMMARY

Detail oriented Manager & Help Desk Analyst with over fourteen years of call center experience. Involved in all phases of the

Customer Relationship Management (CRM). Possess excellent team leader and customer relationship skills.

PROFESSIONAL EXPERIENCE

BMC Software Inc., Woodbridge, NJ 2008 2016

Staff Technical Support Analyst

Technically savvy, customer focused, communication orientated Technical Support Analyst for Footprints Service Core.

Responsible for working with customers to diagnose, troubleshoot, debug and resolve product issues of moderate to complex

scope.

Take ownership of and exercise judgment within defined procedures and practices to determine appropriate actions to resolve

customer issues.

Ensure customer success and satisfaction by providing solutions to technical problems remotely via web, email and

phone support.

Manage product problems through support analysis sessions.

Triage team member, responsible for reviewing and distributing incoming tickets to the team based on skill and difficulty.

Escalate and work directly with senior technicians to resolve complex support problems

Provide Introductory Training to customers when called upon.

Validates, documents and escalates maintenance problems or bugs.

Build and maintain appropriate test environments.

Prepare for and support new products within technical area, including product installation and documentation review.

Work on customer support related projects as assigned.

Test resolutions provided by development and package for release to customers.

C3i Incorporated, Morristown, NJ 2002 2008

Help Desk Manager/Supervisor/Team Lead/Analyst

Strategic Accounts Help Desk Manager 2007 2008

Manage help desk personnel, staffing levels and performance reviews.

Protect service levels and quality scores with inbound call load.

Manage quality assurance and Just-In-Time remediation process.

Identify workflow in Horizon to improve cycle times and proactively manage support environment.

Key escalation point for client field sales management.

Administer performance evaluations and provide continuous performance coaching.

Establish and implement standard operating procedures for the help desk.

Ensure effective call routing based on employee work load and skill sets.

Strategic Accounts Help Desk Supervisor/Team Lead 2004 2007

Supervise an average of 25 - 50 Help Desk technicians, supporting over 9,000 outside sales representatives of

18 separate Pharmaceutical and Non-Pharmaceutical companies under Strategic Accounts.

Analyze daily, weekly and monthly reports, including but not limited to call management analysis and activity.

Ensure proper coverage for all shifts at all times to meet service levels.

Monitor Resource Manager at all times to ensure service levels are tracked at regular intervals.

Review call logs and perform Live Service Observe to ensure quality of services delivered by technicians.

Review all escalations on a daily basis to ensure open issues are resolved.

Communicate and reinforce daily client and C3i information to the Help Desk.

Coach, monitor and train to ensure help desk technicians growth and compliance with all policies and

procedures as required.

Ensure as adhoc events occur, minimize negative impact and their effect on C3i and clients.

Johnson & Johnson, Non-Pharmaceutical Level II Help Desk Analyst 2003 2004

Initial point of contact for Level I technicians as Subject Matter Expert for client specific applications, hardware

and processes.

Act as escalation point for Level I technicians to assist with issue resolution or further escalate to Home Office

or Third Party support services.

Backup for Technical Account Supervisors and assume responsibilities in their absence.

Provide laptop and software support and training for over 2,500 outside sales representatives of 8 separate

Johnson & Johnson Non-Pharmaceutical companies.

Mentor Level I technicians in awareness of current technical information and breaking issues.

Consult with Technical Account Supervisors to identify developing problems and bring about solutions.

Strategic Accounts Superstar Award Q1, 2004.

Johnson & Johnson, Pharmaceutical Level I Help Desk Analyst 2002 2003

Provide laptop and software support and training to over 8,000 outside sales representatives of 5 separate

Johnson & Johnson Pharmaceutical companies.

Troubleshoot issues regarding operation of Microsoft Windows products, customized Siebel applications, IBIS

dialer, VPN (Virtual Private network) connectivity and software.

Supply quick resolution of issues and enable end-users to stay focused through use of CRM processes.

Educate new and temporary hires in use of Horizon issue tracking system, issue troubleshooting, call logging

and use of Apropos Agent phone system through on the job POD training.

Electronic Data Systems Corporation, Bedminster, NJ 1999 2002

Information Analyst

ACCCS Project, AT&T Corporation 2000 2002

The ACCCS (AT&T Corporate Calling Card Services) system provides ordering and provisioning capabilities for AT&T

Corporate Calling Cards for over 2,500 customers and 6 million cardholders. These customers are served through the

client/server based and web based systems. Development occurred in a Level 2 CMM (Capability Maturity Model)

environment. Promoted from Information Associate to Information Analyst in November 2001.

System and Inter-System Test Coordinator

Performed environment and database maintenance, build processing and source code propagation within the

system and inter-system testing environments.

Facilitated daily status meetings with customer and downstream system coordinators.

Created, managed and updated work schedule for system and inter-system testing and regulate workflow

between systems.

Interfaced with client, manage customer expectations, reviewed expected and actual results, and ensured

delivery of service excellence.

Software System Applications Tester

Performed and supported testing activities throughout the software development life cycle following SLC

(Software Life Cycle) methodologies.

Planned, documented, executed and validated test case scenarios for Quality Assurance, Conversion, System

and Inter-System Testing.

Coordinated testing strategy and acted as a test case approver.

Analyzed, documented and maintained testing impacts that enhancements have for a release.

Facilitated test case walkthroughs with Requirements Management, Developers, Testing and SQA (Software

Quality Assurance) sub-team members.

BLISS-ADL Project, AT&T Corporation 1999 2000

The BLISS-ADL (Business Local Integrated Support System for AT&T Digital Link) system provided automated ordering and

provisioning capabilities for local service offers for business customers with dedicated T1 lines.

Software System Tester

Provided first-level support to the customer by working on-site at AT&T Corporation.

Led testing effort for release-specific features and regression testing.

Analyzed system and feature requirements to develop test strategy and test cases.

Created test data in the form of customer orders using an order entry simulator.

EDS Communications Industry Group Teamwork Award July, 1999

EDUCATION, TRAINING & CERTIFICATIONS

Certified Help Desk Team Lead, Help Desk Institute

UNIX Client/Server Top Gun Certification, Chubb Computer Services, Iselin, NJ

Bachelor of Arts, Graphic Design, State University College of New York, Buffalo, NY

Associate of Applied Sciences, Commercial Art, Sullivan County Community College, Loch Sheldrake, NY

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