Workforce Manager Resume Profile

EMPLOYMENT HISTORY

Confidential

Workforce Manager / Process Improvement

Create Workforce Management strategy to meet the requirements of a global 24/7/365 service
Manage Workforce through NICE IEX Totalview Workforce Management version 3.12.6, Snap Schedule Premium, Excel 2010, and Avaya Call Management Supervisor CMS
Resource Management through time, expense, headcount, and performance tracking
Reporting and Analytics the use of Excel, IGRAFX, IEX, ITSM 7 Remedy, CMS Supervisor, and Visokio Omniscope,
Develop, document, and implement all Workforce Management processes to meet the needs of Leadership, HR, and Legal Compliance
Identify inefficiencies and streamline process through Six Sigma methodology
Designed the structure and database for NICE IEX Totalview Workforce Management v3.12.6
Forecasting arrival patterns for contacts to include seasonal drift, new service onboarding, and anticipated changes in IT infrastructure
Forecasting arrival patterns for contacts to include seasonal drift, new service onboarding, and anticipated changes in IT infrastructure
Maintain BCP disaster recovery plan
Technology Team Lead for User Acceptance Testing UAT

Confidential

Support Specialist Global Support Center

Assist in onboarding the Global Support Center. Act as lead for the User Acceptance Testing team. Developed and tested many processes for GSD still used today
Troubleshoot Windows XP / 7 Workstation issues
Manage Ticket Queues with the Ticketing Software - ITSM 7 Remedy
Develop eLearning training material

Confidential

Desktop Support Engineer

Manage Ticket Queues with the Ticketing Software Unicenter Service Desk
Provide Technical Support for Local Desktops/Laptops
Image Windows 2000/XP/Vista Workstations with Proprietary Scripts
Troubleshoot Windows 2000/XP/Vista Workstation problems
Troubleshoot Windows Server 2003 and 2008
Set up Windows Media Servers for Streaming Videos and Live Streams
Administer Tape Backups with Computer Associates ARCServe 12.5
Provide Support for external VPN with Cisco Secure ACS v3.3
Monitor Routers, Circuits, Switches, and Servers with SolarWinds Orion Network Monitor
Provide First Level Troubleshooting for Cisco Routers
Administer Cisco Phones through the use of Cisco Call Manager and Cisco Unity
Managed User and Computer Objects through the use of Active Directory
Provide Audio and Video Support through the use of Projectors and Sound Equipment
Troubleshooting All Microsoft Office 2000/2003/2007 Products including Word, Excel, Powerpoint, Exchange, Outlook, Access, and Publisher
Support ActiveSync on Cell Phones for Microsoft Exchange

Confidential

Support Engineer Team Lead

Provide Remote and Local Technical Support for Desktops/Laptops
Create SMS Query Reports
Image Windows 2000/XP/Vista Workstations through the use of RIS, Ghost, and BDD
Manage Ticket Queues with the Ticketing Software - Infra
Manage the Print Servers for all US locations and Printer Support
Provide Audio and Video Support through the use of Projectors and Sound Equipment
Managed User and Computer Objects through the use of Active Directory
Optimized Computer Function to like New Condition through the use of Spyware Removal, Virus Removal, Temporary File Removal and Configuring Registry

Confidential

Network Support Technician Team Lead

Desktop/Network Support for 700 employees
Imaged Windows NT/95/98/2000/XP workstations
Troubleshoot from a large assortment of software including Microsoft Office 2003, Auto CADD 2002/2004, Trace 700, Topps, Power Suite, Adobe Reader/Writer/Photoshop, Quark, VScan
Create scripts using Visual Basic for deployment/installations/troubleshooting.
Provide Software and Hardware Printer Support