Customer Service Manager

Kay Sarracino

Fort Collins, CO -- 310-***-**** -- ************@*****.***

IT, customer service and business focused manager with eighteen years of consistent professional growth. Proven track record building, restructuring, integrating and motivating infrastructure support teams.

Procedures and Standards Development

Project Management and Administration

Weekly / Monthly Progress Reports

Office 365 migration and support

Knowledge Base article creation and maintenance

Project Cost and Scheduling

Budgets

Contract Negotiation and Management

Presentations and Seminars

Leadership Skills

IT Service Management (ITIL)

Technical Instruction Delivery / Training

Management of Personnel Resources

Education:

2016 Project Management Professional certificate – in progress

2015 Business Relationship Management certificate

2013-2015 Bachelor’s Degree in Organizational Management from University of La Verne

2011 ITIL v3 Certified

2003 Microsoft Certified Systems Engineer - obtained in 1996, renewed 12/2003 - #338823

1996 Microsoft Certified Trainer – obtained in 1996

Experience:

2015 – Current IT Manager, Client Computing (Endpoint Management & Application Virtualization)

Agrium, Inc., through TEK Systems, Inc. – 14,000 seat environment

Endpoint Management & Application Virtualization leader participates in the development of client management and application virtualization roadmaps, service design, and service transition, as well as provides ongoing support and management of IT services within Agrium’s enterprise infrastructure.

Working collaboratively across the organization to participate in the development, implementation and execution of strategic goals and roadmaps

Managing the team’s capacity working through demand, project, and service management processes

Being accountable for the team’s performance and service delivery outcomes

Maintaining staff by working with HR to recruit, select, and onboard employees

Managing budget and working with manager to approve and resolve variances

Communicating job expectations through performance planning, management and appraisal

Manages employee career development through formal and informal career planning, mentoring and training

Managing financial objectives by participating in the development of and managing annual P&L and capital investment budgets for your team

Maintains quality of service by participating in the development and management of team processes, KPIs and customer service standards

Effectively manage vendor partners including addressing issues/concerns and providing solutions with favorable outcomes for Agrium

Develop technology strategies that support long-term growth and sustainability. Develop an operational plan that is flexible in a changing environment

Continually seek and consider innovative solutions to business problems and apply as relevant in support of the organization’s mission, culture and philosophy

Develop best practices and drive the process of creative thinking and solutions. Lead change and adoption of new processes and technologies

Being a point of escalation to manage the resolution of incidents, quality or customer service related problems, identifying trends, and recommending people, process and technology improvements

Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, and establishing professional networks

2005 – 2013 Technical Account Manager

Microsoft, Inc.

A Technical Account Manager (TAM) is a trusted business advisor to Microsoft's Premier Support customers providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management. By maintaining a long-term relationship with their customers a TAM gains an understanding of their customers' IT organizations' impact on overall business, their IT goals, and their pain points.

Customer satisfaction monitored through regular survey delivery

Customer health through consistent Service Delivery Planning & Execution

Weekly and Monthly Reporting on metrics achieved

Emphasis on prevention and consultative advice (ITIL)

Management of support services to Enterprise Services customers

Manages a diverse and complex scope of support issues

Works with customer management to ensure quality delivery

Works with internal management only when necessary to resolve sensitive issues

Solves complex support issues effectively. Escalates as necessary for confirmation of solutions

Assesses customers’ risks and needs and recommends appropriate service offerings to proactively address

Documents recommendations formally via service delivery plan and presents to customer and virtual account team

Manages the delivery of services to achieve high customer satisfaction and trust

Makes good, timely and financially sound decisions with moderate uncertainty and time pressure on a consistent basis

Decisions impact immediate group and other related groups

Determines most effective method of problem resolution by utilizing appropriate internal resources

Consistently demonstrates concise and effective communication with customers and employees

Occasionally leads sharing of best practices with team community

Consistently establishes and maintains working relationships with internal support delivery teams, customer support teams, customer contracts and materiel representatives

Frequently establishes and maintains relationships with Field Sales and MCS to execute on a service account/delivery plan

Position relies internally upon GTSC/CSS Support Professionals, Premier Field Engineers, and their management, MCS Services (Engagement Managers/Project Managers), and Services Account Managers (Services Executives), EPG Account Executives, and Premier/Services regional and worldwide HQs

2000 - 2005: Management of Helpdesk, Desktop, Server teams, Technical Trainers

Cable and Wireless, Formerly Exodus, Formerly Digital Island, Inc.

Cable and Wireless had a presence in North America running a global communication company during these years. My responsibilities encompassed management of the helpdesk, desktop support team, server engineers and technical trainers during this time from coast to coast. 4,000 seats approximately before DI/Exodus merged with C&W.

Management of three teams of employees of varying skill sets. Total of 35 employees across all teams.

Review project plans to plan and coordinate project activity.

Develop and interpret organizational goals, policies and procedures

Consult with users, management, vendor and technicians to assess computing needs and system requirements.

Stay abreast of advances in technology.

Meet with department heads, managers, supervisors, vendors and others to solicit cooperation and resolve problems.

Provide users with technical support for computer problems.

Recruit, hire, train and supervise staff, or participate in staffing decisions.

Evaluate proposals to assess project feasibility and requirements.

Control operational budget and expenditures.

Review and approve all systems charts and programs prior to their implementation.

Direct daily operations of department, analyzing workflow, establishing priorities, developing standards and setting deadlines.

Assign and review the work of all engineers, desktop support staff and helpdesk staff

Evaluate the organization’s technology use and needs and recommend improvements, such as hardware and software upgrades.

Prepare and review operational reports or project progress reports.

Purchase necessary equipment.

1995-2000: IT Manager, Manager of Technical Instruction

New Horizons Computer Learning Centers

Startup software training company located in Westlake Village, California. Responsible for development and procurement as well as production management for all telephony, networking, computer hardware and software in all offices.

Prepare training budget for department or organization.

Evaluate instructor performance and the effectiveness of training programs, providing recommendations for improvements.

Analyze training needs to develop new training programs or modify and improve existing programs.

Conduct or arrange for ongoing technical training and personal development classes for staff members.

Plan, develop and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences and workshops.

Conduct orientation sessions and arrange on-the-job training for new hires.

Confer with management and conduct surveys to identify training needs based on projected production processes, changes and other factors.

Review and evaluate training programs for compliance with government standards.

Train instructors and supervisors in techniques and skills for training and dealing with employees.

Develop and organize training manuals, multimedia visual aids and other educational materials.

Develop testing and evaluation procedures.

Coordinate established courses with technical and professional courses provided by community schools and designate training procedures.

Additional Certs:

Certified Novell Administrator – obtained in 2000 Comptia’s A+ certification

Citrix Certified Administrator – obtained in 2000 Comptia’s Network+ certification

Contact this candidate