Manager, Client Support Resume

SUMMARY:

Seeking a full - time employment opportunity in the field of Information Technology/Telecommunicationswhere my leadership and analytical skills will have a valuable application in business and process improvement.
I bring to the table a decade of customer service, developed through retail and corporate IT level experience.
I have built my reputation as a leader who can jump into any project and get the job done from my time as a technician, to a team lead, and most recently as a manager.
I look forward to highlighting these skills/assets and bringing my experience to the table for the benefit of the support team and senior leadership.

SKILLS:

ADP - Concur - Wireshark - HPBX Administration Software and Call Center Tools - Vmware Vsphere - Microsoft Office Suite - IBM Service Desk Ticketing System - Unified Communication Software - Broadworks - Cisco/Polycom Handsets - Cisco Routers & Switches - Quality Assurance/Call Recording Tools - Nagios (Circuit Management) - Oracle Communications Operations Monitor - Equinox Fraud Management – Zerto (Disaster Recovery)

WORK EXPERIENCE:

Confidential

Manager, Client Support

Responsibilities:

As support manager I had worked closely with Senior Leadership from all other functional areas (Prod Dev, Org Dev, Bus Dev, Voice Engineering, Service Delivery, and Application Development) to improve business processes and application functionality.
Acted as liaison between Project Managers and New Customers to ensure a smooth transition to support.
Managed a team of 20+ techs and leads.

Confidential

Team Lead, Client Support

Responsibilities:

I acted as a point of escalation for our Account Managers, Technicians, and Senior Management.
Monitored agent performance by way of call center reporting and quality assurance management tools.
Acted as lead for UCaaS and Cloud teams.

Confidential

NSOC Technician

Responsibilities:

Acted as front-line agent, working directly with private label partners and customers.
Services supported included VoIP, Cloud Services, Managed Circuits, Managed Networks, UCaaS, and DRaaS.

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