Customer Service Software Development

CYNTHIA

RAGSDALE

***********@*****.***

Denver, CO 80239

CONTACT

SKILLS

• Training and mentoring

• IT infrastructure

• Incident management

• Software development

Dynamic Senior Technical Solutions Manager with over a decade of experience in IT management and infrastructure. Proven track record in leading teams to deliver exceptional customer service while ensuring compliance with corporate standards. Adept at training and mentoring staff, leveraging strong technical skills in software development to drive organizational success. Recognized for staying ahead of industry trends and fostering a collaborative team environment.

PROFESSIONAL SUMMARY

Independent Consultant

IBM, Atlanta, GA

Senior Technical Solutions Manager

IBM, Atlanta, GA

IT Manger

EXPERIENCE

February 2002 - Present

Assessed business processes to identify opportunities for improvement and efficiency gains.

•

Conducted in-depth research on industry trends, competitor analysis, and customer preferences.

•

Provided training sessions for employees on new tools or methods related to

• the project at hand.

February 1997 - February 2002

Responsible for leading a team of IT professionals in implementing recommended solutions for our customers.

•

Ensured compliance with corporate standards when deploying new hardware or software applications.

•

Successfully managed a team of 10+ technical engineers to ensure high-quality

• customer service.

Maintained up-to-date knowledge of industry trends, developments in technology, and competitive landscape.

•

Analyzed system requirements and identified potential solutions for complex problems related to technology infrastructure.

•

Resolved escalated customer complaints quickly and effectively utilizing

• problem solving skills.

Led projects from inception through completion while meeting deadlines and budget constraints.

•

July 1994 - February 1997

Central Health Services, Atlanta, Ga

Instructor AS400

HPR International, Smyrna, GA

IT Systems Manager

Flexel, Atlanta, GA

Supervised and managed day-to-day operations of IT department by overseeing projects and providing technical support to staff.

•

• Provided users with IT support to deliver optimal customer service.

• Performed regular maintenance activities to keep systems running smoothly. Oversaw hiring and training of IT workers to confirm meeting of company objectives.

•

Coordinated and implemented new IT projects or initiatives to meet departmental goals.

•

Cooperated with department heads, managers, and supervisors for creation of

• coherent goals for IT department.

• Implemented security policies and procedures to ensure data safety. Negotiated pricing agreements with vendors for hardware and software purchases.

•

• Provided users with technical support for computer problems. Met with department heads, managers, supervisors, and vendors to solicit cooperation and resolve problems.

•

July 1990 - July 1994

• Taught AS400 classes

• Systems management

• RPG, CL and Cobol programming

• Encouraged active participation from all students through hands-on activities. Prepared class sessions and assignments, helping students grasp course

• content and integrate learning outcomes.

• Monitored student progress and adapted instruction accordingly.

• Facilitated small group instruction sessions focusing on particular areas of need. Conducted daily backups of critical systems to ensure business continuity in the

• event of a disaster.

Developed and implemented system-wide policies, procedures and standards to ensure data security and integrity.

•

Implemented best practices for IT operations such as change control processes and incident response protocols.

•

Provided technical support to users on various network related issues such as

• connectivity problems, software installation or system configuration. Met with department heads, managers, supervisors, and vendors to solicit cooperation and resolve problems.

•

• Provided users with technical support for computer problems. VOLUNTEER EXPERIENCE

Fund Raiser

Red Cross, Gainesville, GA

January 2005 - January 2008

• .

Planned, coordinated and organized fundraising events to increase donation

• programs.

Created and produced online content, direct mail and press releases to promote fundraisers.

•

Contact this candidate