Customer Service Manager
Resume:
Executive Summary
Over ** years of tenure in leadership, management and team development. Customer service, Helpdesk & Service desk within the IT environment. 7 Years of which were supporting hardware and technical teams, Windows, Remote desktop, Active Directory, VPN, LAN/WAN, ITIL, among others. Passionate about quality and customer satisfaction. Record of improving efficiency, productivity via documented processes and procedures. Outstanding interpersonal, motivational and presentation skills. Technical, articulate and diligent
Core Competencies
o Strategic Planning Process Improvement Project Leadership
o Mentorship Development Training Programs Metric Reporting
o Problem management Communications Lead Disaster Recovery
Technical Skills
o Servers & Hardware: HP/Compaq ProLiant DL series, HP-9000 N-Class, Compaq Presario 5000-6500 series. HP PSC Series All-in-One printers, HP Color Jet Laser 4500-5550W series, faxesrouters, switches, modems & Avaya phone systems among others.
o Operating Systems: LAN/WAN, TCP/IP, VPN, Microsoft Windows 95, 98, NT, 2000-2008, XP, Vista and Server 2003, Network Concept, Basic UNIX
o Software: Microsoft Office, HP OpenView, Networker Xcursion, Netbackup and Backup Exec, Norton Symantec, Gems, Active Directory, VMS, Open VMS, Americas Knowledge Management System, Worldwide Operating Procedures Repository, SMTP, Avaya, Numera, Citrix, Remote VPN, Remote Desktop, VOIP, Brio, Poas, Norton, McAfee, Adobe, MS Word Perfect, Netscape, FireFox, various third party softwares.
o Incident Ticketing: Remedy and Service Center, COPS, Open View Service Desk, OVSC, OVSM (web based Americas Service Manager), RADIX WW.
Professional Experience
Hewlett-Packard /EDS – Houston, TX Jan 2005 – Present
RMC Global Delivery Manager
o Day to day operations of a 24X7 global delivery team. Onshore and offshore personnel (Kuala Lumpur, Bangalore, Costa Rica).
o Responsible for the implementation of the SOP’s as dictated by the clients.
o Ensured metric SLA’s compliance via various analytical tools.
o Employee performance reviews, evaluations and development plans.
o Incident management & resolution.
o Team coaching and development.
o Developed mentorship and training programs used during offshore datacenter setup.
o Escalation paths with Tier I and Tier II, client liaison.
o Budget analysis for maximum cost effectiveness.
Hewlett-Packard- Houston, TX Nov 2004 – Jan 2005
Service Delivery Manager (In transition to the Global Delivery position)
o Apply technical knowledge to operate Houston Data Center Support (Unix, CSA, Windows & Network tower support for 12 hour shift nightly)
o Escalation Management to monitor HP internal servers for external global customers and identify system issues and proactively alert management.
o Provide level 1 & 2 support to customers for system backups using HP OpenView, while working a rotating shift in the 24 x 7 Houston Command Center, monitor all Windows system backups & VMS batch jobs for failures & escalated according to service level agreements. When necessary, provided troubleshooting and recovery for any failed system backups. The troubleshooting also ensured that all systems were functioning properly at all times, so that HP and their customers would have quality system backups in the event of a disaster recovery/restore of mission critical data.
o Problem Management to proactively prioritize Customer Service Level Agreements (SLA) and system guidelines to prevent problems from occurring.
o Trained Customer Service Analyst handling a Global Delivery Service Desk.
o Incident Management creating Service Calls, logging and dispatching to the appropriate teams for resolution, working with team members to resolve unusually complex or cross-technology incidents.
o Change Management to review, implement and verify changes and solutions to meet infrastructure needs.
o ITO Specialist III-Littleton, MA & Houston, TX Mar 2001 – Nov 2005
o Monitored and provided support for HP internal servers as well as external global customers.
o Provided call center and helpdesk support to customers for system backups using HP OpenView, while working a rotating shift in the 24 x 7 Houston Command Center.
o Monitored and checked all Windows system backups & VMS batch jobs for failures & escalated according to service level agreements. When necessary, provided troubleshooting and recovery for any failed system backups. The troubleshooting also ensured that all systems were functioning properly at all times, so that HP and their customers would have quality system backups in case of a disaster recovery or restore was needed of mission critical data.
o System backups included but not limited to; Windows NT/2000/XP, Microsoft Exchange, MS SQL and Oracle Databases.
o Generated and distributed Remedy tickets to the proper team for non-responsive systems, network connectivity issues, hardware, software, database, tape drive and robotic tape library issues.
o Prioritized and followed Customer Service Level Agreements (SLA) and system guidelines.
o Trained the new personnel in all areas I covered so they could perform the same tasks, as I expanded to cover new areas.
o Technical Associate III – Nashua, NH Sept 1994 – Mar 2001
o Maintained all systems backup tapes and offsite tape storage.
o Ensured completion of Network, VMS, Legato & Exchange Backups on a nightly basis in a 24X7 engineering site. Special recovery backups as needed.
o Troubleshooting for TL810, 820 & Robotic Tape libraries.
o Basic Tape Drive Hardware Trouble shooting for 9Track, TZ87, & TZ88 backup drives.
o Verified all seismic data, survey coordinates, and cross-referenced
o Modified VMS Sub-Sls backup scheduled as needed to minimize conflicts with backup schedules.
o Completed nightly reports via Netscape online SharePoint.
Education
Advance Business College – Isabela, Puerto Rico - 1988
Associates in Data Processing / Computer Science
New Hampshire Technical College – Nashua, New Hampshire - 1993
Bachelors in Business Administration
American Intercontinental University – Online Classes, Spring, Texas – 2008
Advanced Business Administration w/Project Management
Personal Strengths
Bilingual English and Spanish
Professional attitude promoting the core values of the Company
Ability to interact with all levels of personnel
Excellent time management skills
Strength in identifying and setting priorities
Great organizational skills
Self motivated
Detailed oriented
Problem Management Solving
Leadership with multi-task abilities
Global Traveler
Strong Public Speaker
Trainer / Mentor
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