Manager Customer Service
Resume:
CHRIS FEEHAN
Mineola, NY 11501
*****.*.******@*****.***
Business Relationship Manager
Innovative manager with a record of developing and supporting successful projects and solutions incorporating a wide range of applications and technologies. Consistently recognized and tasked by executive management to improve organizational efficiency by adopting creative development and analysis strategies. Exceptional leadership that aligns identified needs with project scope, while mitigating risk. Diverse ability to manage project lifecycle from inception through scoping and final release, focusing on elevating organizational productivity, efficiency, and software quality. Hands-on involvement with clients in research, process development, and ongoing improvement.
Areas of Expertise
Project Management
Process Improvement
Strategic Planning
Data Analysis
Client Relationship Management
Training and Development
Performance Optimization
Resource Management
System Support
Help Desk Support
Forecast Management
Risk Mitigation Planning
Professional Experience
EC Infosystems, Uniondale, NY 2014 - Present
Client Services Manager / Project Manager
Lead various teams in software development, ticket management, and support for billing and EDI applications in the deregulated energy market. Develop business requirement documents and change controls with business partners. Perform crisis management for various critical issues and assisted in routing tickets and closure. Create presentations and present them to both existing and potential clients. Manage new market entry projects, and ensure milestones are being met. Measure and analyze data to determine new and innovative ways to improve our overall performance and set best practices for standard operating procedures. Manage a staff of subject matter experts, support technicians, and developers servicing the largest client of the company, who accounts for over 25% of our total annual revenue.
Highly developed interpersonal skills dealing with both customers and internal organizations.
Develop new and exciting ways to better serve our customers and reduce support incidents.
Develop business requirement documents and change controls with our business partners.
Project manage SIT & UAT testing cycles for application improvements being developed.
Crisis management for deployed applications, assisting with ticket routing and closure.
Leader in our customer service organization, mentoring new client service managers.
Run multiple multi-phase projects, over long periods of time, simultaneously.
Manage internal teams both on and offsite, directing work activities.
Manage a staff of 5 and conducted annual performance reviews.
Verizon Communications, Manhattan & Orangeburg, NY 1994 - 2013
Project Manager and Business Analyst for PeopleSoft applications 2009 - 2013
Led offsite team in software development, ticket management, and support for PeopleSoft applications in the training, human resources, absence, labor, and safety areas. Developed business requirement documents and change controls with business partners. Manage relationship with both our internal and external business partners, ensuring their needs were being met. Performed crisis management for various critical applications and assisted in routing tickets and closure. Provided tier II help desk support, serving in an onsite and remote capacity. Trained field technicians and documented a variety of policies and procedures.
CHRIS FEEHAN
55 Violet Avenue 516-***-**** / 516-***-****
Mineola, NY 11501 *****.*.******@*****.***
Professional Experience (Continued)
System and Help Desk Administrator for Verizon FIOS Labs & TELS Training 1994 - 2009
Provided 2nd tier help desk phone, remote, and on-site support as needed using ticketing system.
Developed corporate wide naming conventions for computer and user accounts on our Domain.
Created and maintained network shares, including special permissions and granting access.
Developed and delivered training for field technicians and coworkers on various systems.
Documented procedures for field technicians to follow for hardware and software installs.
Installed operating systems, software, and courseware for both workstations and servers.
Created and supported VMware virtual environments in FiOS Labs.
Evaluated new applications, courseware, and hardware.
Consolidated Edison, College Point, NY 1988 – 1993
Summer Employment Program Unit Assistant / Summer Management Intern Program
Performed work at customer information desk for bill inquiry center, troubleshooting mainframes and PCs. Performed various types of data entry and managed administration of all aspects of hardware and software.
Summer Management Intern Program, Overhead Department 1991 – 1993
Digitized and converted mains and services plates for use on the mainframe.
Troubleshot the digitizing framer used to do the conversions.
Performed various management responsibilities.
Summer Employment Program Unit Assistant, Customer Service Department 1988 – 1990
Worked at customer information desk at the bill inquiry center.
Performed data entry on mainframes and PCs.
Education
Bachelor of Science, Computer Science (Minor in Communication Arts)
New York Institute of Technology, Old Westbury, NY
Honors & Awards
Honor & Challenge Scholarship ~ Con Edison Scholarship ~ Deans List
Verizon OneHR Award ~ Verizon Team Awards ~ Merit Award
Technical Expertise
Windows (All versions) ~ Windows Server ~ Symantec Ghost ~ HEAT / CMIS Call Logging ~ Outlook
HP Quality Center ~ VMware Workstation ~ Microsoft Office Suite ~ Various Graphics Packages
Hobbies & Interests
Volunteer work with the Verizon Foundation
NY Event Coordinator for the 501st Legion's Empire City Garrison
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