Customer Service North America

Neal W. Long

*** ****** ***** ***** • Knoxville, TN 37934

Phone: 865-***-****

Email: ad5px0@r.postjobfree.com

Profile of Qualifications

** ***** **/**. ****** Helpdesk/Incident Manager, with 35 years of experience in- networking, hardware & software installations, purchasing, statistical reporting, and employee development; Strong ability to solve problems & troubleshoot requests for end users; Possess excellent customer service & relationship management skills. Q-Cleared DOE – Inactive

Education- Naval training – RMA Communications, Technical Crypto, HP Mini Frame, & Novell Certified Admin.

Professional Experience

2019-2021

Knox County Government

Improve the infrastructure by implementing strong availability, patching, and configuration management practices along with an appropriate capacity planning strategy.

Ensure a resilient Business Continuity Plan anchored in a strong Disaster Recovery solution combined with a robust backup strategy.

Work with both IT and non-IT teams in support of projects & tasks that are dependent on the Infrastructure maintenance & management.

Maintain and manage vendor relationships for hardware, software and service provider partners of the Infrastructure Team.

Manage and maintain logical & physical inventory of the servers.

2001-2018

U.S. Bank/Elavon - Tennessee

Grew a Helpdesk/Desktop Support Group from 2 to 27 global employees throughout North America, Mexico, Brazil, Ireland and Poland.

Manage and monitor call center & customer service tracking tools such as ADP/ETime & Remedy/Service Desk/Service Now.

Worked with the Telecom team to build a global 24/7phone support team with a strategy of automatic rollover from east to west coast in North America and rolling over to Europe.

Maintained 70k softphone calls annually, thus meeting KPI’s yearly with an abandon rate of 5%, and an average speed of answer of 45 seconds.

Used RDP allowing the Helpdesk team to remotely access the end user’s device in order to troubleshoot issues and minimize downtime.

Completed 100k service tickets annually thus meeting or exceeding business SLAs.

Used a VPN mesh topology network via encrypted tunnels, creating a secure and resilient communication system installing hard and soft RSA tokens across North America and 4 International countries.

Managed the implementation of methodologies to improve first call resolution, customer perceptions, & foster strong client relationships.

Maintained numerous SQL databases by approving application-access and installing applications allowing end-users to communicate and perform tasks, such as creating, updating manually, and deleting items.

Managed Daily/Weekly/Monthly incident management issues and implemented best practice ITIL frameworks, working primarily through Cisco and Microsoft infrastructure dashboards and IT Operations Analytics tools.

Utilized Incident Management to reduce outages by improving Helpdesk productivity; also managed the completion and maintained the completion of the life cycle of tickets.

Worked with Change Management by streamlining & planning the implementation of automatic workflows by using asset management; thus optimizing assets of hardware/software while ensuring license compliance.

Showcased available service to end users, with custom SLA’s and multi-stage approvals.

Maintained 100% approval rate from internal and external auditors such as SOX.

Used trends to control room visualization by flagging possible issues and avoiding prolonged outages.

Analyzed root causes to reduce repeat incident that boosted Helpdesk productivity.

Develop processes to monitor trends based on customer calls, issues, queries & recommend ways to improve the quality of technical service as well as reducing repeat incidents.

Created SOP’s and placed on cloud using Azure methodologies for Helpdesk to use while assisting end users.

Maintain up-to-date contract/licensing agreements to ensure compliance and monthly budgeting & purchasing goals.

Performed data analysis to forecast and track life cycles and utilization of asset management with both hardware and software.

Present trends and status updates & develops strategic planning sessions with executive management for the assent management program.

Develop & Implement standards, processes, & systems required to deliver high quality & consistent support.

Monitored Helpdesk team with Quality Monitoring service using a backend Genesys System.

Used quality monitoring to mentor and coach each Helpdesk staff member with one on one meetings; helping to alleviate end user wait times and issues.

Achieved 98 percent first call resolution and reduced wait times by 75 percent; all while handling over 1,000 calls per week and averaging 200+ calls daily.

Expanded Help Desk service to support remote offices across the United States & 4 International countries which increased the number of supported customers to over 5000.

1987-2001

Boeing Commercial Airplane Group

Maintained Local Area Network (LAN) & managed Network and Email Accounts

Controlled File and Share Security, Installed Windows NT and Windows 2000, & Cloned and Customized PC images.

support for four hundred end users

Authorized workstation and peripheral equipment upgrades

Provided customer service as primary helpdesk support for six hundred users

Managed inventory and surplus of all computing hardware

1982-1986

U.S. Navy

Communications Specialist USS CONSTELLATION (Top Secret Security Clearance) inactive

Setup and maintained ship to ship, ship to air and ship to land communications.

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