Customer Service It Support
Resume:
Anna, TX ***** 469-***-**** ************@*****.***
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GREGORY LECHNER
PROFESSIONAL SUMMARY
Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
SKILLS
Project Management
Contract Law
Cross-Functional Collaboration
Corporate Social Responsibility
Customer Service
Set Organizational Policies
Information Confidentiality
Train Employees
Event Planning and Management
Assist Customers
WORK HISTORY
SECURITY SYSTEMS SENIOR MANAGER 08/2016 to 12/2022
NTT DATA Services, Plano, TX
Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
Identified cost improvement changes and cost savings plans to increase company savings.
Ordered new equipment and inventory and scheduled repairs for damaged equipment.
Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
Held monthly meetings to create business plans and workshops to drive successful business.
Implemented and developed operational standards, policies and procedures.
Provided strong leadership to enhance team productivity and morale.
Evaluated hiring, firing, and promotions requests.
Manage a team of 19 on 8 different accounts.
Create/Change/Delete AD / Outlook accounts. In Addition to 15 other applications specific to Hospital Accounts that we managed.
Identity and access management via AD/Novel and custom applications like PeopleSoft and RSA.
TEAM LEAD/PROJECT MANAGEMENT 12/2012 to 08/2016
NTTDATA Services, Plano, TX
Audited team performance and compliance with Daily/Monthly numbers against customer SLAs.
Adjusted equipment to meet different productivity levels.
Trained new team members by relaying information on company procedures and safety requirements.
Audited team performance and compliance with Monthly Reports against customer SLA standards.
Held weekly team meetings to inform team members on company news and updates.
Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Directed and supervised team of 6 engaged in User access administration for healthcare applications.
Developed monthly and daily production output plans to deliver on customer service and financial metrics.
Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
Supervised team members to confirm compliance with set procedures and quality requirements.
Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Worked with team to identify areas of improvement and devised solutions based on findings.
Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
Managed schedules, accepted time off requests and found coverage for short shifts.
Established open and professional relationships with team members to achieve quick resolutions for various issues.
Coached team members in techniques necessary to complete job tasks.
Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
USER ACCESS ADMINISTRATION/SAP CONSULTANT 08/2010 to 11/2012
NTT DATA Formerly Dell Services, Plano, TX
Investigated new and emerging software applications to select and implement administrative information systems.
Configured and customized SAP access levels to align to the customers job functions.
Multitasked and managed multiple deliverables and projects concurrently and facilitated use of SAP for enterprise resource planning.
Create and amend roles within SAP.
Monitor Remedy/OPAS Queue to ensure user problems are resolved.
Attend meetings with Client on a regular basis.
USER ACCOUNT ADMINISTRATION 01/2000 to 08/2010
Dell Formerly Perot Systems, Plano, TX
Developed and documented network policies, procedures and standards.
Attended meetings to deliver status reports to key stakeholders.
Maintained flexible schedule and responded to after-hours and weekend emergencies.
Implemented internet and intranet applications on multiple platforms.
Researched and recommended new technologies and strategies for improving system performance.
Mentored employees and offered constructive feedback for performance improvement.
Create/Change/Delete Novell/NT/AD ID's along with Outlook Accounts.
Create/Change/Delete application Specific IDs to match what was requested.
Monitor Remedy/OPAS when new work comes I into the queue for new requests.
Maintained. HIPPA compliancy.
Audit Accounts on a regular basis and report back to customer
LEVEL 1 HELPDESK AGENT TEAM LEAD 08/1995 to 01/2000
Dell Services Formerly Perot Systems, Richards, TX
Performed tests of functionality, security, and performance of different workstations and devices.
Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve AS400/Mainframe issues.
Trained and supported end-users with software, hardware, and network standards and use processes.
Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Researched product and issue resolution tactics to address customer concerns.
Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
EDUCATION
National Education Center, Dallas
Associate of Arts, Business Administration, 08/1991
LICENSES & CERTIFICATIONS
ITIL v3 Training - 2010
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