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Global Operation Problem Manager Resume

OBJECTIVE

  • Looking for a full - time opportunity where I can enhance, encourage, strategically implement a cohesive process, which will produce faster response time, lower mean time to resolution and provide a clear root cause to improve the business operation and customer satisfaction/experience.

SUMMARY

  • Years of managing a Technical Support team in a Virtual Service Desk Environment.
  • 16+ years of experience providing global technology solutions for industry leaders in technology outsourcing platforms, consumer products, healthcare, and government environments.
  • 10 years of global management experience in the Service Desk Environment, supporting more than 50,000+ users from distribution and military environment.
  • 8+ years as Stake Holder for Change Management, Major Incident Management, and Problem Management
  • Proven success in turning at-risk account(s) and driving double-digit improvement % in servicing level and customer satisfaction reports as part of the continuous improvement process.
  • Excellent communicator, self-motivated, responsible and tenacious
  • Responsible for 24-hour customer service hotline for the production, distribution and government clients, visionary with proven ability to inspire individuals to work toward common goals and accomplish desired results

TECHNICAL SKILLS

Software: Microsoft Office 2010/13/16/365 ; Word, Excel, Power-Point; Access; Outlook, Project; Desk Top Publisher; Lotus Notes R4 & R5; Google Mail, Google Docs, Adobe Flash Player, Adobe Acrobat 11.0; Print Shop; Norton Anti-Virus; McAfee Virus Scan; Schedule Plus; Eudora Pro; NT 4.0; Kodak Scanner; Visio Solution, Internet Explorer 8 - 11, WinZip, 7Zip, OKTA, SalesforceHardware Lenovo, Dell, HP, Scanners, Copiers; Printers; CPUs; Laptops; Blackberry; IOS devices, Android Devices;

OS: Windows NT 4.0/95/98/XP/Vista/Windows 7/8/10

NT Application: BMC Remedy Salesforce; Clarify ; Apropos; Heat; Foot-Prints; NetMeeting; Ultra VNC Viewer; SMS Remote;

Mainframe: TSO, CICS, UNIX, IBM iSeries (ERP), SAP

PROFESSIONAL EXPERIENCE

Confidential

Global Operation Problem Manager

Responsibilities:

  • Problem Management, Incident Management, Change Management protocol and ensure all documentation is imported of Knowledge Management process.
  • Coordinate with Operation Manage and User Advocacy Director on all aspects of peer verification and quality assurance of created test plans, test cases/scenarios, and training documents. Inform the client of best practices concerning the priority of Assigned Queue and Tech to Customer Ratio. Oversee during multiple contract extensions to ensure success.
  • As part of (BPKM) Best practices knowledge Management, I ensure that the Service Management structure includes a knowledge center support approach that includes utilizing knowledge base to its full extent, stored in the Ticketing Tool, SNOW.
  • Provide stakeholders a clear recommendation for any additional recourses for any special project stemming from an observed gap in the process, day to day operation. Including any cross-training opportunities within the department or across towers.
  • Due to multiple time zones, ensure all the tools and SLA reflect the headquarter office in the US office on the EAST coast, including all maintenance windows.
  • Manage the Incident Managers & Problem Management to ensure all SLA, ETA, RCA, CRCA, and ERCA are communicated and executed.
  • Active DST and Email Communication protocol.
  • Deliver weekly, monthly & quarterly reports on all MIMs and present to the fellow stakeholders
  • Ensure each tower-heads are aware of any process changes that may affect daily production.
  • Work very closely with the Change & Problem Management team on any Route Cause Analysis to help launch any new SOP and/or KBAs for the Service Support team.
  • Ensure the leads perform OLA (Operation Level Agreement) - Performance Audit on technicians and leads weekly and monthly for internal performance/awards.
  • Provide clients, stakeholders with all internal metric to forecast performance improvement for any additional improvements, training, and growth
  • ServiceNow/SharePoint Liasion for CAB/UAT Tower Lead Administrator for the Service Desk Manager, Administrators, Engineers and local IT Managers for country offices
  • Coordinate with the department heads to ensure that all SOPs and Run-Books are part of the Knowledge Management and part of the KB Articles, stored in a central depository like SharePoint, ServiceNow Ticketing Tool under the KM module.
  • Prepare the cross-training and ensure it includes cross-department training for any new processes according to any changes to an SOP and/or Run-Book. Including any changes to the ServiceNow Tool, which would affect the end-user experience.
  • Coordinate with ServiceNow Administrators of any new process that will change how the tool will behave concerning SLA, Metric, Trends, response time, AHT, resolutions within the following modules:
  • Incident, Service Catalogue, CMDB, Problem as well as Service Portfolio/Project Portfolio for any financial functions/tracking

Confidential

Global Project Lead/Knowledge Manager

Responsibilities:

  • 365 & Windows 10 Implementation, and creating an outline for the Service Desk, IT Managers, Desktop Support to handle the new responsibility as part of the shift left knowledge sharing to include knowledge to less experience front office colleagues, which will help them answer more difficult computer facing questions. Better known as a KBA or Runbook
  • Coordinate with Operation Manage and User Advocacy Director on all aspects of peer verification and quality assurance of created test plans, test cases/scenarios, and training documents. Inform the client of best practices concerning the priority of Assigned Queue and Tech to Customer Ratio. Oversee during multiple contract extensions to ensure success.
  • Project Lead for Incident Management, Problem Management, and Coordinator of Knowledge Management.
  • Work with the Sales Team to ensure the Solutioning Advisory Services (SAS) Managed Services Sales Leads by attending sales meetings as New Signature’s authority Managed Services solutions, participating in pre-sales activity, and providing clear managed services delivery leadership for any new RFPs as part of the SOW. I have as acted as the Delivery Approver in the New Signature sales proposal approval process for all NA sales regions for all Service Management and Service Delivery.
  • Manage the Incident Managers to ensure all SLA, ETA, and RCAs are communicated and executed within the agreed SOW.
  • Active DST and Email Communication protocol
  • Deliver weekly, monthly & quarterly reports on all MIMs and present to the fellow stakeholders, which include all postmortems and determine any chronic issues for the Problem Management team to analyze.
  • Ensure each leadership is aware of any process changes that may affect daily production.
  • Work very closely with the Change & Problem Management team on any Route Cause Analysis to help launch any new SOP and/or KBAs for the Service Support team.
  • Implement a new ticketing system and coordinated with Associate Queue Manager (ServiceNow) to ensure any assign tickets assign to the staff accordingly, create, and implement correct ticketing health according to the Statement of Work (SOW) and Standard Operation Procedures (SOP).
  • Outline a clear State Implementation Plan (SIP) and the Continuous Improvement Process (CIP) provided to the stakeholders
  • Ensure the leads perform OLA (Operation Level Agreement) - Performance Audit on technicians and leads weekly and monthly for internal performance/awards.
  • Provide clients, stakeholders with all internal metric to forecast performance improvement for any additional improvements, training, and growth
  • Determine RLS (Resource Load Schedule) based on the current structure, operation and budget planned activities and preset milestone
  • ServiceNow/SharePoint Liasion for CAB/UAT Tower Lead Administrator for the Service Desk Manager, Administrators, Engineers and local IT Managers for country offices
  • Coordinate with the department heads to ensure that all SOPs and Run-Books are part of the Knowledge Management and part of the KB Articles, stored in a central depository like SharePoint, ServiceNow Ticketing Tool under the KM module.
  • Prepare the cross-training and ensure it includes cross-department training for any new processes according to any changes to an SOP and/or Run-Book. Including any changes to the ServiceNow Tool, which would affect the end-user experience.
  • Coordinate with ServiceNow Administrators of any new process that will change how the tool will behave concerning SLA, Metric, Trends, response time, AHT, resolutions within the following modules:
  • Incident, Service Catalogue, CMDB, Problem as well as Service Portfolio/Project Portfolio for any financial functions/tracking
  • As part of (BPKM) Best practices knowledge Management, I ensure that the Service Management structure includes a knowledge center support approach that includes utilizing knowledge base to its full extent, stored in the Ticketing Tool, SNOW.

Confidential

Project Lead Manager/Knowledge Manager

Responsibilities:

  • Project Lead for Incident Management, Change Management, and Problem Management and Coordinator of Knowledge Management.
  • Work with the Sales Team to ensure the Solutioning Advisory Services (SAS) Managed Services Sales Leads by attending sales meetings, participating in pre-sales activity, and providing clear managed services delivery leadership for any new RFPs as part of the SOW. I have as acted as the Delivery
  • Able to analyze business performance data and effectively determines the key issues on which to focus for the department.

    Is data-rationale and able to quantify problems and objectively develop and implement appropriate solutions

  • Defines problems and supports recommendations through appropriate analysis
  • Cuts through multiple sources of information to understand the real issue. Asks
  • End-User Customer Satisfaction Average - SOW SLA 4.5 - Achieved 4.7
  • Priority-Based Support Resolution - SOW SLA 95% - Achieved 100%
  • Complexity-Based Application Packing - SOW SLA 95% - Achieved 100%
  • ACD Abandon Rate - SOW SLA <5.00% - Achieved 2%
  • Monitor ticket queue, assign tickets to staff accordingly, create, and implement correct ticketing health according to the Statement of Work (SOW) and Standard Operation Procedures (SOP). Keeps a level of knowledge consistently up to date to ensure advice is reflective of the latest thinking/legislation.
  • Ensure a clear State Implementation Plan (SIP) and the Continuous Improvement Process (CIP) provided to the stakeholders
  • Inspires influence and motivates individuals and teams across the organization.
  • Effectively manages change within and across its department.
  • Gains buy into strategic and operational plans
  • Influences direction and implements change effectively with colleagues working locallyand remotely, taking people with them
  • Coaches and develops team members and colleagues and Influences leadership directionacross multiple functions and inspires motivation and team working
  • Proactively manage, motivate, monitor and mentor direct and indirect reports
  • Lead with a solution-driven mentality, rather than a problem the only mentality andencourage staff to adopt this mindset
  • Ensure the leads perform OLA (Operation Level Agreement) - Performance Audit on technicians and leads weekly and monthly for internal performance/awards.
  • Provide clients, stakeholders with all internal metric to forecast performance improvement for any additional improvements, training, and growth
  • Determine RLS (Resource Load Schedule) based on the current structure, operation and budget planned activities and preset milestone
  • Implementation of ACD/IVR/CTI call flow, call routing, call prompts, announcements, and scripts. Including working with the vendor to determine TFN ownership and transfer of ownership, creation, and launch of international call functionality if required.
  • Provide clients/stakeholders on any projection of a project with a visual representation of how available project resources allocated to scheduled activities
  • ServiceNow CAB/UAT Tower Lead Administrator for the Service Desk, End User Support, End-User Computing, and Field Support.
  • Coordinate with the department heads to ensure that all SOPs and Run-Books are part of the Knowledge Management and part of the KB Articles, stored in a central depository like SharePoint, ServiceNow Ticketing Tool under the KM module.
  • Prepare the cross-training and ensure it includes cross-department training for any new processes according to any changes to an SOP and/or Run-Book. Include any changes to the ServiceNow Tool, which would affect the end-user experience.
  • Coordinate with SNOW Administrators of any new process that will change how the tool will behave concerning SLA, Metric, Trends, response time, AHT, resolutions within the following modules:
  • Incident, Service Catalogue, CMDB, Problem as well as Service Portfolio/Project Portfolio for any financial functions/tracking
  • Ensure that all Tower-Leads are part of any Change Management (UAT) within ServiceNow to ensure quality and reduce any risk to SLAs before changes moved to DEV/PROD
  • Coordinated with the QA Team with the development process and maintain the current and/or new products; this would include any existing products and/or vendor/3rd Party operating system and devices.
  • Ensure that BPKM was utilized as a part of the ITIL for knowledge management.
  • Including any documentation required to assist the user/customer to a resolution known as KBA or Runbook stored in a central repository ticketing system (SNOW) with a retention period to ensure all documentation is consistently updated or retired when the business no longer uses the service or application.
  • Manage all aspects of peer verification and quality assurance of created test plans, test cases/scenarios, and training documents. Inform the client of best practices concerning the priority of Assigned Queue and Tech to Customer Ratio. Oversee during multiple contract extensions to ensure the success

Confidential

Global Service Desk Manager

Responsibilities:

  • Manage all aspects of peer verification and quality assurance of created test plans, test cases/scenarios, and training documents. Inform the client of best practices concerning the priority of Assigned Queue and Tech to Customer Ratio. Oversee during multiple contract extensions to ensure the success of all deliverables globally. Monitor the Call Handle Rate, First Call Resolution Rate, Abandonment Percentage, and Customer Satisfaction.
  • Manage relationships and (POC) point of contact for all external technical support and vendors
  • Supervise the network administrators that configure and maintain the back-end and front-end systems, as well as LAN and WAN connection at remote sites.
  • Created new bonus metrics for Tier 2/3 and onsite field engineers; that align with customer service standards for Call Handle Rate, First Call Resolution Rate, Abandonment Percentage, and Customer Satisfaction.
  • Actively coach staff during the day-to-day interactions with customer calls and requests — coach staff on managing issues, including how to prioritize and when to escalate.
  • They have slashed turnaround time for incident and SRs by as much as two ½ months by introducing incidents ticketing process and tracking/documenting on recurring technical issues.
  • Confirmed deliverables and costs every month and provide information to upper management.
  • Improved the deployment and delivery process by 40% for the production floor and any new hires equipment with 48 hours noticed.

Confidential

Help Desk Manager

Responsibilities:

  • Managed relationships with serve as a liaison with external technical support and vendors
  • AHT, (FCR) First Call Resolution Rate, (FCR) First Contact Resolution, Abandonment Percentage, and (CSAT) Customer Satisfaction.
  • Actively coach staff during the day-to-day interactions with customer calls and requests. Coach staff on how to manage issues, including prioritizing; when to escalate events to other assignment groups. They have slashed turnaround time for helpdesk support issues by as much as two weeks by introducing the work order ticketing process and tracking/documenting recurring technology issues.
  • Confirm deliverable and costs every month and provide information to upper management.
  • Coordinate project activities as they relate to the help desk staff.
  • Coordinate the installation and updating of software, as well as the setup and troubleshooting of all equipment.
  • Monitor ticket queue, assign tickets to staff accordingly, create, and implement correct ticketing health according to the Statement of Work (SOW) and Standard Operation Procedures (SOP).

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