Project Manager Customer Service

Jean Theard

** *********** **** ******, ** ***** Phone: 786-***-**** *******@*****.***

Seeking position in…

Call Center Supervisor

Call Center Manager / Renewable Energy Project Management / Call Center Supervisor / WorkForce Manager / Network Administrator/ UNIX Administrator / Network Support Analyst / Project Manager / Data Center Supervisor/ Computer Operations Technician / Computer Consultant / Team Leader / Customer Support/

“Proactive Leader and Problem Solver”

Over ten years of experience in technical, managerial positions. Expertise in team building, revitalizing, and optimizing a company’s organizational infrastructure. Executing the delivery of programs, processes, measurement systems and providing outstanding customer service and experiences.

AREAS OF EXPERTISE

Lead by example, adaptable & innovative

Hardware, Application & Network Support

Renewable Energy project Development to increase ROI

Delivering Value-Added Customer Experience

KEY CAREER ACCOMPLISHMENTS AND MILESTONES

DELIVERY OF PROGRAMS AND SERVICES

Managed several customer service, specialized teams, within a 153 + seats at the Contact Center

Project Manager, development and implementation of the Nortel Hosted IP Solution reduced ABA to 9%

Produced high level documents, developed agent and application reports and real-time billboards and displays

Implemented best practice strategies to reduce ABA, AHT, Hold Time & to increase First Call Resolution 92%

Developed and implemented a Quality Improvement Process, Call Calibrations, and integrated customers into the Oracle / CRM Application, established a Rapid Improvement process to streamline agency deliverable

Produced Performance Management Reports and interviewed, hired staff for the Contact Center

Experienced in Renewable Energy project development and building business plans

TECHNICAL SUPPORT EXPERIENCES AND MANAGEMENT DELIVERALBLES

Experienced in VOIP Hosted Solution rollout, knowledgeable of Mitel, Nortel voip systems

Experienced in web content management, project management, IVR, CTI, change management

Network Administrator Analyst supported company infrastructure, including hardware, software, internet, intranet, customer support and vendor management in an co-location environment

Unix Administrator deploying Dell, HP, IBM, Sun, Compaq, Cisco, Desktops, Servers, Firewalls, VPN

Data Center Supervisor, managed various technical and professional teams in a heterogeneous environment Including MVS/ESA, VM, Sco Unix, Linux, Novell, W9x, NT2K, NT4.0, W2K, AD, OS/2, VMWARE, VPN, Sniffer, LAN/WAN, Metro-e, MPLS circuits, Delivered Technical Support to internal and external clients to include, DNS, Outlook, IE, Remedy, DCHP, Apache, Linux, Mac, Sendmail, imap, pop3,IIS, Witness, FTP, FrontPage, Fireworks, Photoshop. UltraDev, flash, html, Grep,VI, Perl, Sed, Awk, SQL, Siebel, SSI, JavaScript, python, SSL, CMS, CRM, Sybase, Oracle, Db2, tracert, ping, telnet

CAREER HISTORY

Manager, Renewable projects Pure Sustainable Power 2011- present

Call Center Supervisor GTECH Call Center Atlanta, GA, 2010- 2011

Call Center Manager DFCS Call Center Atlanta, GA, 2007-2009

Call Center Supervisor First Data Corp Coral Springs FL 2006-2006

Call Center Supervisor The Answer Group Tamarac, Fl, 2004-2006

Network Administrator E-lysiun Tran Sys. Hollywood, Fl 2001-2003

Network Administrator E-lysium Tran Sys. Hollywood, Fl 1999-2000

Network Analyst Republic / PeroSystems Broward, FL 1998-1999

Computer Consultant Contractor Network Support 1997-1998

Analyst UNIX Admin SAIC Inc, Wall St., NY 1993-1997

Data Center Supervisor AMF Inc Westbury, NY 1987-1993

EDUCATION

Barry University Information Technology Miami Shores, Fl

Herzing College Computer Programming Montreal, PQ

IBM Management Systems, New York

Data Processing Certificate, New York

MVS/XA for operations Certificate, New York

Omegamon / Netview for operations Certificate, New York

Metropolitan Institute Tech, New Jersey

Interconnects Networks LAN/WAN Certificate, New Jersey

SNA, TCP/IP protocols, Designed and installed networks including routers (CISCO & 3Com, Fiber, Token Ring, bridges and 3172 controllers

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