Customer Service Manager
Resume:
Joseph Burt
Manager, IT Support Services - Ross Corporate
********@*****.***
Authorized to work in the US for any employer
Work Experience
Manager, IT Support Services
Ross Corporate - Dublin 2008 to Present
Manage IT support professional's onsite/offsite, delivering excellent service/ technical support/project management with a high degree of customer satisfaction and timeliness.
Responsible for IT Technical Support teams (Onshore/Offshore) that provides highly visible customer service support while managing and monitoring all operational issues, conduct weekly issues meetings with all outsourcing partners and management teams.
Responsible for all activities IT management related to client support, coordinate service, desktop support & manage outsourcing contracts and service levels.
Responsible for all desktop 30-day security patching for all stores, corporate and field office environments. Provide ad hoc, metrics and inventory reporting. Coordinate all quarterly related maintenance activities and upgrades.
Preside over Change Management weekly team meetings for nationwide regions comprised of scores of updates, servers, routers, switches, scores of WAN Circuits. Manage the coordination and approval of Change Requests to the infrastructure components for existing sites.
Establish decision-making processes and implemented decisions which had a measurable time and budgeted impact on activities and objectives and projects.
Plan and create input for projects and processes and developed project schedules accordingly. Developed policies and practices to establish and maintain standardization.
Information Systems Support Manager
POWERTEAM SPORTS INC - Walnut Creek, CA 2002 to 2008
Powerteam Sports was a startup company that developed its niche creating an animated sports technology playbook market. Various pro, college, and high school sport teams in various athletic domestic and international facilities use this product.
Responsible for all aspects of IT support:
•Corporate Head Quarters support
•Change Management/Version control
•Customer service support Domestic/International
•Helpdesk Technical Support
•Client Support training
Global Data Center Services, Supervisor
SANMINA-SCI Corporation - San Jose, CA 2000 to 2002
Global Data Center Manager; responsible for shift activities, overseeing support engineers, network, DBA and helpdesk personnel ensuring 24-hour operation of the Global Data Centers, while building the Data Center infrastructure. Directly responsible for coordinating all daily operations of the Global Data Centers.
Manage Data centers worldwide systems, network and performance management divisions. Improved customer satisfaction by negotiating service level agreements.
Improved business processes through development of change management and post-mortem analysis processes.
Supervised all facets of the data center operations.
Assisted internal customers with development of multi-disciplined implementation plans.
Coordinated internal customer participation in Beta test programs for new releases for data centers. Communicated with internal customers to analyze needs, and develop requirements for future data center releases.
Data Center Operations Supervisor
APPLE Computer - Napa, CA 1996 to 2000
•Responsible for managing the Operations team who support Production DataCenter.
•Instituted Data Center IS&T Change Control process set up Change Control meetings to insure that CR's were performed within their allocated timelines.
•Provided overall direction of department, group and projects.
•Provided technical guidance and typically served as project leader on cross-divisional teams and projects.
•Directed and evaluated the activities of group members to ensure timely execution of group and/and project objectives.
•Anticipated problems, and developed and implemented appropriate solutions on complex issues.
•Interfaced with clients and management on project communications for resolution of issues.
•Incorporated general business knowledge and basic understanding of Apple's financial model in goals and objectives for the department or projects managed.
Projects Managed:
Project name: Windows 10 Corporate Roll Out. Project description: Responsible for project managingWindow7 to Windows 10 to over 1200 corporate users. Team Size: 20 techs, team leads and Project coordinators.
Project name: Apple Education Roll Out
Project description: Managed project to roll out Apps for Apple Education for K thru 12 coordinating 35+ person project across multiple groups within the ITS department.
Team Size: 35+
Responsibility: Ensuring successful service launch and workable model for ongoing support. Key Contribution: Established multiple training repository's for Apple Ed.
Project Name: Data Center Relocation Deployment
Project Description: Organized 200+ system data center relocation as project manager of twelve- member team of enterprise UNIX system administrators and managers.
Team Size: 12
Responsibility: Coordinating and acting as liaison with network administrators, hardware team, Network Operations Center staff, Customer Support Center consultants, security team, and all associated groups' directors.
Key Contribution: Reduced operating costs by 20% by implementing over 200 enhancements. Project Name: Process Improvement Initiative
Project Description: Developed internal operations, process and policy documentation for enterprise UNIX team.
Team Size: 8
Responsibility: Coordinated team efforts to ensure project completion, encourage cross training among system administrators, create service and project documentation, and integrate new services into existing business processes.
Key Contribution: Maintained and improved information flow and knowledge capture processes in use by the enterprise UNIX team and associated groups.
Education
High school
Skills
Architecture (Less than 1 year), customer service (10+ years), Excel (Less than 1 year), RECEPTIONIST (10+ years), RETAIL SALES (10+ years), Help Desk, Desktop Support, Active Directory, MAC, Service Desk
Additional Information
Results-oriented IT Support Manager with over 10 years of extensive people/project management, with a track record of strategic management, developing, and supporting enterprise organizations. My work experience shows a true solid foundation of knowledge and experience.
Technical Qualifications
•Knowledge in Windows 7, 10, Apple IOS systems and associated peripherals.
•MS Tools, Microsoft Word, Excel, Access, MS Project.
•IT Architecture Enterprise Data Centers, Network & Telecom Infrastructure with
•Experience in providing elite customer service for white glove support
•Mobile Devices Operating systems to include Apple iOS, Microsoft Windows
•Experience supporting internal and external end-users.
•Able to work independently or as part of a team.
•Self-motivated and career-oriented team player who thrives on challenge and gets the job done.
•Excellent customer, analytical, troubleshooting and problem solving skills.
Contact this candidate