SUMMARY:

• 20 years of Telecommunication/Implementation/Management/Technical experience.
• Accomplished professional with extensive experience in providing organizations with Process Improvement Solutions, Client Relationship Management & Service, and Team Leadership.
• Highly experienced with Incident/Problem Management and proficient in activation of new services, cancellation of existing service, change of carrier and security policy/emails.
• Expertise in implementing technology for improving efficiency, enhancing service utilization, reducing costs, and increasing revenues.
• Experience with Multiple Compliance Regulations(Federal/State/Local)

TECHNICAL SKILLS:

• Windows(All Formats including 8),MS Office, People Soft, Word 2010, Lotus, Quark, Adobe, NETI, CSM, IDEN, CDMA, GSM,OMA, Citrix, Siebel(7.8), VPN, Cherwell Service Management Software, Billing Software(CRM), Cherwell Service Management, PowerShell, Amdocs, Accounts Receivable, Accounts Payable, Madea 13.1, 50 WPM, Excel (VLookups, Pivottables),, DataEntry, Remedy, AirWatch Software,Salesforce, AAM, FDT, Clarify,Analog, Digital Technology, LooTool, IQmetrix, Change/Incident Management Practices(ITIL format), GoToAssist, GoToMeeting CRM(Billing), SafeNet
• Working knowledge of SQL to run reports. All Technical Support on Confidential & Confidential units and Platforms. CRM, SAP, SharePoint and associated infrastructures.
• Scripts, Provisioning (Network/Blackberry); TCP/IP, DNS

PROFESSIONAL EXPERIENCE:

Confidential, Alpharetta, GA

HelpDesk Support Services

Responsibilities:

• Analyze and evaluate Incident reports and makes recommendations to reduce help desk Incident rate to increase employee productivity.
• Active Directory - domain user account creation/modification/termination, computer account creation/resets, password resets, Computer Management tool Telecom - Confidential & Confidential and Verizon, setup new lines of service, asset management, troubleshooting SharePoint - user account creations, page design, workflow edits VPN - 2 factor authentication - domain user credentials/RSA Secure ID w/token Exchange - Microsoft Office365 hosted environment, email account administration, troubleshooting issues with Outlook email profile/missing .pst archives/ calendar issues/ Outlook connection issues.
• Remote Support - WebEx, MS Lync, Go-To-Meeting, over the phone, text messaging Asset Management - Fulfilling hardware/software requests, Replacement of defective under warranty laptops, desktops, mobile phones, mifi devices, software license management. General Duties - Software/Hardware troubleshooting, connectivity issues - VPN, LAN, WiFi, hardware deployment, troubleshooting cross domain credential/federation issues, triage of issues that required greater access to switches, servers, firewall, intranet pages, databases, pbx switches and ticket escalation to appropriate support teams On-call duties - immediate response to critical outages - internet/intranet, power, Telecom Ticketing system - GLITCH (in-house proprietary)

Confidential, Jonesboro, GA

Help Desk/Incident/Disaster Recovery Manager

Responsibilities:

• The Help Desk/Change Manager's role is to oversee all Help Desk and Desktop Support staff and ensure that end-users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Help Desk functions. I am responsible for planning, designing, and analyzing the organization's Help Desk according to best practices that are consistent with our business processes. The Help Desk processes must ensure high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Help Desk Manager is also responsible for staffing capacity planning, performance analysis, and developing proactive resolution plans. The Help Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end-users when necessary.
• Manage the help desk staff (6-10 Techs) including defining and establishing help desk staff schedules, setting priorities and providing support/direction.
• Manage the help desk ticket queue (Kace System) to ensure that all help desk tickets are completed on a timely basis.
• Analyze help desk performance through various statistical and reporting methods; oversee help desk support problems and resolutions to determine trouble trends or problem support areas.
• Providing Service & Support Management of Confidential Computers, Images and Software to over 5000 users of Confidential .
• Create, develop, implement and manage operational standards and escalation procedures to ensure service levels are maintained Confidential a consistent level
• Act as tier II support for help desk support tickets; handles sensitive, high profile issues.
• The objective of Problem/Incident Management is to minimize the impact of problems on the organization.
• Problem Management plays an important role in the detection and providing solutions to problems (work around & known errors) and prevents their re-occurrence.

Confidential, Alpharetta, GA

Incident and Problem Manager/Desktop Support Liaison Management

Responsibilities:

• Working in multiple departments in a Management/Lead role involving Incident/Problem Management, Also supporting (Tier III Support), Code Defect management, Vendor Management, and Network monitoring. Post Helpdesk high level issues with stores or customers such as Activation, payment, and billing errors. Using ITIL practices. Key Performance Indicators (KPIs)
• Code Defects in production- work with development to resolve the solution.
• Does not have to do hands on coding. Vendor Management- work with and push back on the several vendors we work with to ensure they are doing their jobs within SLA. Network Monitoring- Working with various network teams to ensure the network stays up and running as a whole.
• Change Management, monitoring dashboards and outages. Experience in supporting 24x7 IT operations.
• Also served as a First Point Desktop Support Liaison, working with Dealers Confidential Nationwide Cricket/AIO stores, to assist with setting up printers, software, scanners, modems, and cameras/imaging on Confidential desktop/laptop computers Confidential all locations.
• On a daily basis, handled over stores with AIO/Cricket and calls/emails/chats daily between 4 Desktop Support Liaisons.

Confidential, Atlanta, GA

Technical Incident Manager/Desktop Engineer

Responsibilities:

• Configure Confidential Core for initial and ongoing customer setups (VOIP) including creating extensions, IVR’s, queues, etc.
• Troubleshoot basic call flow and sound quality issues
• Password assignment & recovery
• Provisioning phones for service
• Respond to customer requests via email and telephone/chat.
• Escalate issues within department accordingly
• Meet or exceed established metrics monthly
• Participate in the On Call rotation
• Other duties/projects as required

Confidential, Atlanta, GA

Ticket Support Manager/ Problem Management

Responsibilities:

• Creates and manages tickets from Confidential vendor, provide support to Network Operations.
• Field Operations, review data base ticket issues, and interface with various departments within Confidential & Confidential regarding created tickets.(75-100/daily)
• Possess an ability to manage multiple tasks, work in a team environment, and have a desire to work in a fast paced environment.
• Opens, updates, and closes tickets as required to track progress of mobility cell site trouble resolution.
• Assists and supports Field Operations as well as Confidential and outside vendors such as Confidential .
• Maintains documentation of daily operations.

Confidential, Alpharetta, GA

Technical Support/Active Directory/Implementation Manager

Responsibilities:

• Provided Customer Support, technical support and management to High End users of Confidential products and services (Center for Disease Control, Delta Airlines, and United States Military).
• My role as a Manager to supply that single point of contact to these users and resolve all issues with phone, data, mobility services.
• Direct contact to White Glove Customers and creating trouble tickets and closing tickets within SLA timeframe.

Confidential, Norcross, GA

Technical Support Level Supervisor/QA/Incident Support Manager

Responsibilities:

• Technical Support Management Tier 3 is responsible for troubleshooting and resolving all customer issues, including identifying user errors, unit issues, RF abnormalities & network related problems.
• Responsible for maintaining the troubleshooting process for customers (internal & external) reported outages and incident issues.
• Handled all technical support for customers with Blackberry/IDEN/GSM support. That includes Pin/Password resets on modems, desktops, using Cell phone devices as a Modem, assisting with T1 services.
• Provided support for customers with DNS services.
• Regular use with SQL to run reports.
• Synced modem and mobile devices using TCP/IP (ping).
• Acts as a liaison between Engineering, Operations, Sales, Marketing, Customer Care, Corporate Engineering and our customers.
• Coordinates Technical Support Field Engineers customer visits & field testing activities.
• Performs 1st line diagnostics on subscriber network trouble/outages tickets. Also Providing 3rd Line Support and assistance to all Blackberry units (CDMA, GSM (Ericsson), IDEN) networks Blackberry Enterprise Server Software 10.

Confidential, Orlando, FL

Customer Operations Problem Manager/ Tier 2 Tech Support/ QA

Responsibilities:

• Providing all aspects of customer service for customers with cell services. (10-15 Managers: Tier 1 Reps)
• Assisting customer with billing (payments, collections) troubleshooting (Digital/Analog (2G Network), (GSM, Data) as well as service issues (Escalations, Quality Assurance, AMDOCS).
• Advanced Network Services/GSM Support (Ericsson) with UMTS (Nortel and RAN).
• Providing Confidential customers with billing questions, technical assistance (2G), taking payments over the phone and also explaining first bill questions to customers as well.
• Also took escalated calls/emails from users when the Tier 2 reps could not resolve their issues and needed to speak to someone in a Supervisory position.
• Manage and handled Call Center experience (Sick time, QA, daily/weekly stats, SLA)
• Manage and oversee Project teams (Ports, WLNP Process, and Blackberry Support).
• Employee coaching, QA and mentoring.(Hiring/Training)