Manager IS/Computer Operations and Technical Support Resume

SUMMARY:

Demonstrated success managing technical support teams and key projects for Confidential .
Extensive experience managing both internal and offshore 24/7 technical support teams.
Adept at identifying obstacles or problems with software releases and systems rollouts and implementing technical solutions to meet project deadlines.
Exceptional analytical, problem - solving and interpersonal communication skills.

EXPERTISE AREA:

CAREER HISTORY:

Confidential

Manager IS/Computer Operations and Technical Support

Responsibilities:

Reduced operating costs by 15% by shifting functions to offshore team. Managed 24/7 team to support daily/weekly billing tasks.
Increased efficiency by 20% and eliminated errors in billing processing through process improvement. Automated manual daily monitoring tasks by automatically sending an alert through the email system when thresholds were exceeded.
Led cross-training project between onshore and off-shore teams to improve team performance and their knowledge basic.
Monitored the trouble ticket report on a weekly basis to determine trends and provided solutions to eliminate the trends to improve the SLA results
Improved work environment atmosphere by providing an open door policy with the team by scheduling weekly one on one meetings with each team member, resulting in open discussions on all aspects of the team and their roles and responsibilities.

Project / Release Manager

Responsibilities:

Promoted to manage the projects for deploying DDP billing software code to the Tandem billing system for Confidential Cable.
Responsible for change management procedures for the Confidential billing team.
Supported Confidential Quality Assurance team on testing the billing software code prior to production deployment.
Organized a weekly status meeting with the QA team for providing root cause analysis.
Provided and presented weekly status reports to the management team.
Developed project plans for the deployment of software release to the Confidential billing production platform.
Increased efficiency rate of success from 95% - 99% by streamlining billing process.
Led the deployment of the billing software code to the Confidential billing platform on a quarterly basis.

Product Interface Manager

Confidential

Responsibilities:

Promoted to manage 17 employees through 24/7 coverage in management of network to activate functions on set-top boxes.
Provided addressable support to all Confidential markets using the Confidential billing system.
Managed team projects with Confidential and Confidential .
Maintained a 99% SLA success rate through the Confidential Ticketing system.
Cross-trained front line support team to ensure tickets have proper information.

Senior Communication Manager / Communication Manager

Confidential

Responsibilities:

Promoted to manage communication team dedicated to 24/7 coverage.
Responsible for Confidential billing system video interface project.
Converted video billing device from an async interface to an IP solution.
Managed project for disaster recovery failover testing from Production to DR systems.
Responsible for third party vendor network connectivity to the Confidential billing system.
Managed and supported the Confidential video box driver Network.
Maintained documentation for all of the team’s job aids.
Managed the Confidential billing system video interface project.
Served as a major contributor in the Data Center move.