customer success manager
Resume:
Resume Phone: (***) *** – ****
James Spears Email: *************@*****.***
Address: ***** ******* ******, **** *.
Thornton Colorado 80602
Client Success Manager
PROFILE
Experience in Site Management and Incident Management. Being a single point of contact you perform proactive and regularly scheduled check-ins. Introduce the client to new solutions and services, while not losing site of the existing obligations. Address any issue that is impacting the clients and work with support team to engage the client for a faster resolution. Proactively recognizing needs and tasked to improve system effectiveness and efficiency through leadership that aligns the business units’ processes and IT infrastructure to realize cost savings, accelerate performance, and sustain strategic flexibility.
A welcome addition to any team, who will demonstrate the ability to function in any role necessary to ensure project success and on-time project delivery. Results-driven incident manager who has successfully provided leadership across well-defined and homogeneous teams with moderate degrees of complexity.
CORE COMPETENCIES
ITIL Best Practice’s
Project Management
IT Management
Team Leadership
Performance Optimization Process Improvement
IT Strategy
Mentoring
Change/Process Management
Customer Service
Hardware
Software
Software Management
Systems Integration
PROFESSIONAL EXPERIENCE
Intrado West safety services. Longmont Co. 2019 – Present
Incident Commander
Quickly engage Stakeholders and technical teams on a Bridge to mitigate or resolve a major incident.
To understand the (CAN) Condition, Action, and Needs of an incident.
oCondition of the environment or Impact of the client.
oAction of the teams to mitigate or resolve the issue.
oNeeds of the Team or Client to mitigate the issue.
Communicate to Leadership and client updates of status during the incident.
Problem Management to determine root cause
oInvestigate underling issue causing a major incident
oWork with technical team to investigate and collaborate with vendors for root cause.
Longview Systems LLC Denver, CO 2016 -2019
Incident Management – Site Management.
Primary role of Incident Management;
Quickly engage Stakeholders and technical teams on a Bridge to mitigate or resolve a major incident.
To understand the (CAN) Condition, Action, and Needs of an incident.
oCondition of the environment or Impact of the client.
oAction of the teams to mitigate or resolve the issue.
oNeeds of the Team or Client to mitigate the issue.
Communicate to Leadership and client updates of status during the incident.
Site Management;
Direct point of contact for the client.
Committed to building relationships and cultivating the users experience.
Proactive or Attending regular scheduled meeting with the Clients.
Understanding the client’s satisfaction or current condition.
Working with Sales and service teams to identify new features or enhancements of existing applications.
Working with Sales and Program management to introduce new Products and Services.
COMPUCOM SYSTEMS, Inc. Dallas, TX 2008 – 2016
Incident Manager
Primary role to Engage technical support team on Skype bridge.
Identify the full scope of impact.
Identify an action plan to mitigate or resolve issue.
Manage the Major Incident to resolution.
Determine root case during the incident if possible.
Diebold-ISS Houston, TX 2004 – 2008
Senior Technician
Function as systems technician providing excellent customer service for client- and business-impacting problems for both hardware and software issues; provided dedicated service to the Texas Department of Criminal Justice as a result of my excellent customer satisfaction.
SYSTECH Retail Systems, Inc. Hartford, CT 2000 – 2004
Senior Technician
Provided technical support to 7 technicians.
Managed relationship with several retail clients both remotely and onsite to ensure customer satisfaction.
As well maintaining a high level of support and service.
Malloy’s – NCR Dept. Houston, TX 1996 – 2000
Technicians Manager
Responsibilities while Supporting 5 technicians.
Serviced NCR line of POS equipment to include both the hardware and software.
Manage SLA for the team to insure client satisfaction.
Managed 2 clients by phone and onsite to maintain client satisfaction;
Provided technical support for server and computing infrastructures for clients
utilizing Windows NT, O/S 2 Warp, and other Windows workstation operating systems; Facilitate repairs to telephone systems, as well.
Scan Optics Hartford, CT 1987 – 1995
Senior Service Engineer
While maintaining client satisfaction for all IT services. Maintaining and servicing all Hardware and Software.
Responsible
Implementing new hardware and software
supporting network,
computing,
image capture/retrieval infrastructures for small businesses.
Olsten Temporary (Contract) Houston, TX 1985 – 1987
Senior Technician
Contracted to the Compaq Computers assembly plant in Houston TX; Prepared electronic parts for board assembly by hand and machine, as well as, PC boards for assembly in computers.
EDUCATION
ITILv3 best practices. Denver, Co 2018
Compaq Server Class Houston, TX 2002
Compaq Workstation Certification Houston, TX 2002
A+ Certification Houston, TX 2000
NCR Training Scan Master
Hardware & Software Houston, TX 1999
ITT Technical Institute Houston, TX 1987
Associate Degree, Electronic Engineering Technology
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