Transportation Specialist Customer Service
Resume:
Terri Lee
Bear, DE 19701 *************@*****.***
Summary
Instinctive, detail and process-oriented Business Operations Management Professional with diverse, progressive experience with an industry leading global consulting firm, compliance company and in the health and human services and military sectors. Uses expertise in process improvement, technology and training to support operational priorities and contributing to the company’s financial performance. Engages individuals and teams through leadership and management skills to facilitate responsive organizational transitions. Analytical- minded philosopher, teacher, coach, mentor. Relationship manager across functions, inside and outside of the organization.
Skills
Oracle Applications • ServiceNow • Snow Licensing Manager • Business Process Improvement • Analytical Skills • Software/Hardware Asset Management • Team Leadership • Effective Communication • Customer Service • Relationship Building • Microsoft Office • Customer Service • Multi-tasker
Professional Experience
Global Lifecycle Asset Management Lead
CSC - Mar 2021 – May 2022
Instrumental in developing global asset management program
Assisted in the development, management, and maintenance of the IT Asset Management multi-year roadmap. This included functional scope and financial management of planned and procured hardware assets.
Created and fulfilled IT asset management policy, process and procedures in accordance with the ITIL best practices that fits within the client culture and business practice. Ensured change control on all baseline documentation and maintain the central document repository. Ensured compliance of all Asset Policies and Procedures.
Oversaw mobile device provisioning, deployment, and account management. Coordinated with security, network, and systems engineering teams to ensure solutions are integrated into the enterprise smoothly, and that supported systems are monitored and maintained. Monitored and controlled mobile device inventory and mobile asset management along with metrics that illuminate efficiencies or opportunities for growth.
Assisted in developing solutions with orders unable to meet end-users specifications. Communicated any changes that may impact end-user schedule. Interacted with carrier to resolve delivery issues.
Collected all appropriate documentation to support the completion of requested material or services and process request for payment by utilizing the appropriate system interface.
Provided feedback on supplier performance, requests contract renewals, additional funding and amend contract exhibits and other pertinent information.
Software Asset Management (SaaS Engineer)
CSC - Jun 2018 - May 2022
Processed and managed company desktop application software
Obtained budget lines to place new orders and renewals with Procurement
Provided procurement with approvals
Deployed license keys to end user (via SCCM) or add as subscriptions (via vendor email)
Updated and maintained Snow Software License Manager
Identified savings opportunities for renewals, software licensing, and services
Lead preparations for software audit which successfully saved over $19,000.00
Liaised with Procurement and Finance teams making recommendations for improvements to the software process to determine best practices (Streamline)
Established relationships with vendors to promote support and advice with software asset management
Updated documentation on Supported Software page
Updated and maintain Snow License Manager
Gained information on all application software currently being used in CSC’s environment to achieve full compliance
Worked with Enterprise Architecture to determine duplicate application’s and ultimately minimize costs
Supplied usage reports
Procurement Provisioner
CSC - Jun 2017 - May 2022
Received requests for materials and services and verifies the priority, source and method to ensure end-user needs are met.
Utilized procurements systems to process orders. Reviews and assigns requests to the Provisioning groups.
Assisted in developing solutions with problem orders.
Utilized contract files and procurements systems to review contracts specifications for scope of work, such as costs, terms, and ownership to meet Supplier Management procedures and requirements.
Provides feedback on supplier performance, requests contract renewals, additional funding and amend contract exhibits and other pertinent information.
Generated purchase requisitions (PR's) for scheduled services and other miscellaneous service orders. Interacts with the supplier via phone, fax or email to obtain the price and availability of request and confirm order and follow-up with systems input to fulfill end-user request.
Assisted in developing solutions with orders unable to meet end-users specifications.
Communicated with end-user via phone, fax or email to ensure satisfaction in the delivery date, location, and product received.
Communicated any changes that may impact end-user schedule. Interacted with carrier to resolve delivery issues.
Collected all appropriate documentation to support the completion of requested material or services and process request for payment by utilizing the appropriate system interface.
Collected and maintained procurement records in accordance with Supplier Management policies and procedures and company guidelines.
Adjusted time and material orders to reflect actual costs for auditing purposes.
Input catalogue item descriptions and inventory information into systems for automatic reorder.
Analyzes and forecasts the min/max requirements to ensure availability of products for end-users.
Attended meetings (as needed), to represent the organization and inform end-users with the purchasing request (PR) process.
Mobility and Asset Support Engineer (ITIS)
CSC - Aug 2016 - May 2022
Researched and compared mobile device equipment and recommends products and services to best serve our client needs.
Reviewed, tested and evaluated mobile device equipment for new versions of operating systems and related software
Participated in the planning, implementation, and delivery of new and upgrade equipment.
Coordinated device activation and installation of client device security software programs prior to delivering equipment to customer.
Ensured establishment of and adherence to required documentation and standards
Ensured the security and integrity of all systems and data
Developed and implemented solutions that measurably improve service quality, productivity, and internal customer satisfaction
Reviewed and documented technical issues and system failures; takes corrective action as directed
Researched specific technical device software and related questions and problems from users, management, and systems personnel
Maintained knowledge of evolving device and supporting systems technologies, automation concepts and trends, and products available in the marketplace
Provided user related information on mobile device operation, service carrier rate plans and usage terms, and corporate policies regarding device usage
Recommended policies and procedures for supported mobile devices
Acted as system administrator to push application to internal customers.
Documented application administration procedures
Recommended enhancements, changes, and procedures regarding application development, deployment, and system requirements
Analyzed, monitored, and adjusted service carrier plans to reduce expenses to the client while providing required service to internal customers.
Maintained inventory of all mobile devices and service providers to provide detailed organizational reports.
Mobility Consultant
Convergent Technologies, Inc. (Team CTI) - Jun 2015 – August 2016
Client support
Reviewed, tested and evaluated mobile device equipment for new versions of operating systems and related software
Participated in the planning, implementation, and delivery of new and upgrade equipment.
Coordinated device activation and installation of client device security software programs prior to delivering equipment to customer.
Coordinated correspondence relating to the maintenance for MDM systems or related device software to include installations or new software or equipment, modifications, or system software fixes.
Ensured establishment of and adherence to required documentation and standards
Developed and implemented solutions that measurably improve service quality, productivity, and internal customer satisfaction
Researched specific technical device software and related questions and problems from users, management, and systems personnel
Documented application administration procedures
Recommended enhancements, changes, and procedures regarding application development, deployment, and system requirements
Analyzed, monitored, and adjusted service carrier plans to reduce expenses to the client while providing required service to internal customers.
Maintained inventory of all mobile devices and service providers to provide detailed organizational reports.
TELECOM Mobile Communications Sr. Analyst
Accenture - Feb 2012 - Dec 2014
Project Manager for internal team projects, working closely with Information Technology Project Management Office for the U.S. and Canada. Opened, closely monitored and closed projects. Resolved customer issues, working with vendors and customer. Managed company mobile costs. Worked with wireless vendors on process changes.
Proactively and perpetually improved and streamlined Mobile Communications domestic and international, changing plan process for faster 80% completion times, and cost savings of 5% by consistently researching vendor plans/features, and amending team documentation, then implementing.
Project Manager for Mobile Communications Site Redesign; facilitating status team calls and assisting in the design of the new SharePoint site. Negotiated timelines with stakeholders.
Task Lead for Mobile Communications Revamp Project, leading the international blocking process for mobile devices; researched and compared mobile vendors’ customer plans; prepared comparison charts for team updates.
Education
Remington College
AA, Business Technology
1998 - 2000
3.8 GPA
Other
Air Transportation Specialist
United States Air Force Veteran
Apr 1986 - Apr 1995
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