Sr. Client Services Manager Resume

SUMMARY

Senior IT Service Delivery and Support manager with the ability to drive both the tactical and strategic efforts related to creating and managing a well - constructed support process for issues and problems that arise from the infrastructure and business application environments .
Skilled professional in all aspects of the SDLC (service delivery lifecycle ) from initial concept analysis through implementation and continuous improvement.
Effective at building culturally diverse teams with solid business processes and strategic business objectives.
Customer-centric focus with the ability to form profitable charters with domestic and global vendors.

AREAS OF EXPERTISE

Cost Reduction through process improvement
Application Support
Situation-based outsourcing models - Domestic and Offshore
IT Skills Gap Analysis & Performance o ptimization
Incident Management, lpHelp Service Desk/Help Desk Planning, Asset Management and Optimization
Change Management
Customer Relationship Management
Asset Management
Establish cultural and behavioral excellence across all teams.
Improvement of first call closure and reduction of wait times.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Sr. Client Services Manager

Responsibilities:

Shared Services liaison with the Security department to select and implement new security applications to protect the GPC environment.
Assist in developing business and staffing plans and is ultimately responsible for the success of all departmental projects. Right-sizing departments to reduce costs and maximize production.
Review and manage key performance metrics to proactively identify issues and trends within the GPC environment.
Responsible for department’s hardware/software budget - 2.5 million per year.
Working with internal shared services departments and management to ensure client priorities are understood and resources are executing on commitments.
Implementation of CMDB, CI’s and the creation and upkeep of the Service Now Service Catalog

Confidential

Sr. Service Desk Manager

Responsibilities:

Maintain a strong focus on staff development through training and self-paced learning to ensure team member's career goals are prioritized and aligned with the business goals and opportunities.
Creation of metrics for both teams to ensure submitted tickets are addressed and closed promptly. Implementation of a “customer satisfaction” monthly rating for the teams.
Continuously working on process improvement to not only improve first call closure on incoming tickets but process improvement for call handling and escalation to internal teams.
Effective client account management, developing and maintaining relationships with internal teams and external vendors, ensuring projects and issues are addressed promptly and correctly on the first touch.
Management of vendor relationships (after-hour support), reviewing/renewing vendor contracts and developing process escalation plans and metrics to assure proper support is being provided to our customer base.
Managed critical outages and escalations, and served as client liaison, providing timely summary updates and feedback.

Confidential

Help Desk Manager

Responsibilities:

Developed a staffing process that helped reduced call queue wait time by 70 percent while handling over 2,500 calls per week and averaging 250+ calls per day,
Data from repeated issues used to improve the quality of technical services provided as well as reducing repeat incidents by identifying single points of failure or lack of redundancy.
Administration over Cisco routers and switches, email and web hosting and customer-facing DNS and authentication.
. Escalation of issues as needed and maintaining communication with customers and technical teams to shepherd incidents to 100% resolution.
Implementation of standards, processes, and systems required to deliver high quality and consistent support for external customers.