Manager, ITIL, Incident management, escalation management, CSM

Julie A. Friend

Raleigh, NC ***** 919-***-**** *****.*.******@*****.***

www.linkedin.com/in/julie-a-friend-862394137

Service Program Manager l Call Center l Client Success l Incident Management

Known as a go to resource with a strong track record of managing support and development systems, leading teams, mentoring, training co-workers, and working directly with customers and vendors to resolve complex issues. Adept in incident management, root cause analysis, process improvement, and contract governance. Demonstrates exceptional skills in communication, customer service, teamwork, problem-solving, as well as a commitment to excellence and innovation. Leveraging satisfaction and managing major incidents, improving customer satisfaction, and driving revenue growth by analyzing data and providing insight to inform business decisions.

SKILLS

Technical Help Desk Experience Quality Communication Team building Leadership Problem Solver Data Driven Held DHS, USCG, USPS, TSA Security Clearances Implementation Adaptable Vendor/Client Relations

KEY ACHIEVEMENTS

VERIZON, Cary, NC 1999 - 2023

Achievements

Actively mentored, trained, and supervised co-workers on Cisco router commands, troubleshooting.

Acted as first point of contact for all major outages, including power outages, network isolation, and visibility for my named accounts.

Team leader for managed services 600+ customers, over 10,000+ devices supported.

Manager on Duty weekend support.

Performance excellence reward from managing director for recognizing circuit redesign.

Hero award (project participation).

Spotlight award (demonstrating core values, going above and beyond).

Customer Excellence award (high stress situation, lessen customer impact).

Spotlight award (commitment to quality and innovation).

Performance of Excellence (focal point during hurricane Matthew, minimizing customer impact).

Performance of Excellence (service assurance working with sales to drive growth).

Customer Excellence (training sessions with USCG).

Excellence award (bringing customer satisfaction rating to 9.5 out of 10.

PROFESSIONAL EXPERIENCE

VERIZON, Cary, NC 1999-2023

Service Program Manager, 2019 - 2023

Improved the customer experience, through continual service improvement plans.

Attended weekly, bi-weekly, monthly, and quarterly calls with the customer.

Processed all requests for RCA and RFOs are provided to the customer in a timely manner.

Governed contracts to meet or exceed all contractual SLAs.

Maintained an active and current customer Risk Register.

Partnered with sales to drive new revenue, improving revenue attainment.

Provided executive reports, updated, and developed plan of action.

Managed major incidents.

Performed root cause analysis, developed areas of improvement, develop action items.

Julie A. Friend *****.*.******@*****.*** Page 2

Major Incident Manager, 2018 - 2019

Co-ordinate repair efforts with internal and external vendors to reduce outage time.

Escalated to executive leaders to obtain focus and accountability to restore service.

Wrote root cause analysis reports.

Designed, implemented, and managed major incident manager processes.

Audited of Incident Management Process to support Continual Service Improvement.

Supporting Dept. of Homeland Security

Incident/Escalation Manager, 2012 - 2018

Co-ordinated repair efforts with internal and external vendors to reduce outage time for the customer.

Escalated to various levels of management up to executive director to obtain focus and accountability to restore service.

Interacted directly with my named accounts (multi-million-dollar contracts) on all levels of management.

Processed escalations, attended conference calls, and participated in service improvement plans.

Provided front line support, trouble shooting on both the logical and physical layers.

Chronic reviews for troubled circuits.

Conducted employee performance reviews, career goals.

ADDITIONAL RELEVANT EXPERIENCE

VERIZON -

Escalation Manager, Manager on Duty, Account Manager - Supporting multimillion dollar customers,

Network Engineer II, Team Lead Managed Services, Customer Advocate

EDUCATION

Bachelor – Management Information Systems/Business Management

Northwood University, Midland, MI

Associate – Computer Information Systems

Delta College, Saginaw, MI

CERTIFICATIONS

ITIL V4 Foundation

Harvard Manage Mentor

Change Management Leading People Crisis Management Customer Focus Career Management Coaching Delegating Difficult Interactions Managing Your Boss Presentation Skills Team Management Ethics at Work Time Management Process Improvement Goal Setting

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