ITSM Services Manager Resume Brewer, ME - Hire IT People

SUMMARY:

To obtain a dynamic position within IT Service Management - Willing to relocate

EXPERIENCE:

Confidential, Brewer, ME

ITSM Services Manager

Responsibilities:

I am responsible for the overall training, execution and ongoing improvement of the Information Technology Infrastructure Library (ITIL) processes within the Confidential Information Services department.
I am responsible for coordinating structured processes used by the IS departments to provide and manage information services within the organization.
I am also responsible for execution and improvement of Change Management and Release Management functions to ensure changes to production IS systems are implemented in a manner that minimizes the potential for unplanned service interruptions.
I oversee execution and improvement of ServiceNow education program, including documentation development.
I support development, implementation, and improvement of Service Level Agreements (SLA) and Operating Level Agreements (OLA).
Additionally, I am lead administrator and internal process architect for our instance of ServiceNow SMS, PPM and Asset Management modules.
I previously administered HP Service Manager Instances.

Confidential, Brewer, ME

IS Customer Support Services Manager

Responsibilities:

I managed both the IS Help Desk and the Software Support teams for Confidential IS.
In this role, I established productivity and quality control standards to monitor and improve team performance.
My responsibilities included interviewing, hiring, and educating employees; planning, assigning, and directing work; appraising performance, rewarding and disciplining employees; addressing issues and resolving problems.
I was responsible for developing departmental budgets and ensuring that actual financial performance complies with the approved budget.
I promoted and marketed departments’ services, where appropriate.
Additionally, I developed both internal staff education programs as well as developed self-service education for a variety of applications.

Confidential, Brewer, ME

Senior Support Specialist, IS Help Desk

Responsibilities:

As a part of the Confidential IS Help Desk, my primary function was to respond to phone calls arriving at the Support Center as a single point of contact, with a focus on providing great customer service and well as educational support.
I responded to inbound email and web requests.
I logged all requests in the Help Desk ticket tracking system.
I was required to apply appropriate categorization and prioritization to all reported issues, apply advanced troubleshooting techniques, including educating customers on the use of a wide variety of applications.
When appropriate I was responsible for routing support requests to the correct escalation team.
This position required shift rotation which included evening, night, weekend and holiday shifts. Also participated in Clinical Systems monitoring, EMR, and responding to Clinical Systems work requests.

Confidential, Bangor, ME

Senior Customer Service Representative

Responsibilities:

I answered incoming calls for cellular service, billing, and equipment support.
I researched requested information using available resources, managed and resolved customer complaints, provided customers with product and service information, device education, and identified and escalated priority issues.
I also followed up customer calls where necessary and documented all call information according to operating procedures.

Confidential, Leonardtown, MD

Patient Registrar

Responsibilities:

I was required to effectively interact with patients and family members visiting the emergency room for treatment or care and have the ability to deal with patients who are anxious about their treatment or ability to pay and ensure patients were appropriately banded.
Also required to prepare charts and discharge patient from registration and billing system.

Confidential, Rapid City, SD

Team Supervisor

Responsibilities:

I ensured CSR’s responded to incoming calls for assistance with frequent flyer plans and mileage accounts using available resources to manage and resolve customer complaints.
I ensured my team had up to date materials to provide customers with product and service information.
I also developed educational materials for my team.
I responded to escalated priority issues.
I also followed up customer calls where necessary and ensured CSR’s documented all call information according to operating procedures.
I was also responsible for quality control.