PROFESSIONAL SUMMARY:

• A dynamic IT professional with over 5 years of experience in project management, strategic planning, product and business development, budgeting and forecasting.
• Managed call centers and IT projects with small to large head counts.
• Developed Enterprise wide IT change management process to streamline communication between IT, Development and Testing.
• Organizing and leading IT change management meeting, training sessions for IT processes and implementation.
• Organizing Team events. Familiarity with Myers and Briggs Personality concepts.
• Strong organizer, motivator, team player and a decisive leader with successful track record in directing from original concept through implementation to handle diverse business dynamics
• Proficient in implementing effective solutions to the business needs, with an aim to improve customer contentment, service delivery and consequently customer loyalty, repeat and referral business.
• Strategic business management leveraging distributed teams and ability to build executive relationships.
• An effective communicator with good presentation, negotiation, relationship management and leadership skills.
• Excellent record in conceptualizing plans and solutions to assure the achievement of the agreed objectives.
• Project Management Professional (PMP) with strong leadership background in establishing the program inception charter.
• Proficient in collaborating on setup, recruitment, on - boarding, training, knowledge transfer and overall enablement and success of business onsite operations.
• Defining customer focused needs development, ensuring quality through proven methodologies, and managing to budget.
• Experienced in operations, process development, System deployment, financial modeling and sales support.
• Understanding customer’s current and future needs to help craft solution with highest success probability.
• Proficient in providing project tracking, monitoring and risk management planning
• Developed IT On-boarding and Off-boarding process.

TECHNICAL SKILLS:

IT Concepts: Change Management, IT Project Management, SLA, Server Patch Management, Automation using open stack, IT testing, Critical IT alerts, Server Maintenance, OSI Layers, Data Center Management, Quality Monitoring and IT Trouble shooting best practices.

OS: Windows 7, 8, Server 2008, Server 2012, and Linux (Ubuntu)

Software: JIRA, Siebel, Dell Kace, MS SQL Server Client, VMware vSphere Hypervisor, MS Visio, MS Project, Salesforce, MS Office suite, Google Docs

Email Clients: Exchange, Thunderbird and Gmail Enterprise

PROFESSIONAL EXPERIENCE:

IT Analyst Supervisor

Confidential

• Team Lead IT projects
• Developed and implemented IT processes.
• Performed Content management and development of enterprise IT documentation.
• Analyzing IT best practices to improve service delivery.
• Applying ITIL CSI to IT processes.

System Administration

Confidential

• Supporting and Maintaining IT infrastructure.
• Provide IT Helpdesk support.
• Support Marketing shows and conference.
• Provided support for Facilities projects.

Quality analyst

Confidential

• Monitored and audit Confidential Support Engineer calls and tickets.
• Provided coaching and feed back to Confidential Support Engineers.
• Created, developed and implemented performance improvement plans
• Developed Calibrate QA goals with management ( Confidential and Confidential )
• Provided input to the design and implementation of call flow forms, monitoring forms, and other documents to further the cause of quality improvement.

Confidential

• Provided Trouble Shooting Outlook and OWA for Mail Box setup, restoration, mail delivery and permissions.
• Provided Access Confidential Shell and Console to assign permissions and modified user attributes.
• Performed Trouble shoot Active directory.
• Performed Trouble shoots Blackberry Server Issues.
• Provided Trouble shoot SharePoint
• Provided Support Office Communicator Issues
• Provided Support Exchange 2003, 2007 issues

Team manager - temp project

Confidential

• Managed and setup call center for business process outsourcing.
• Managed Support Team for health and welfare enrollment for multi clients including Confidential Bank, Confidential, Confidential and Confidential .
• Recruited and Interviewed phone associates.
• Planned and implemented customer service and client specific training.
• Managed all activities associated with HCMS (Human Capital Management System).
• Managed team members and supervised performance.

Supervisor

Confidential

• Directed call center operations between clients and employees.
• Managed Server-based ACD through call allocation and call routing.
• Managed manual call allocation between multi-sites.
• Provided IVR support for customers.
• Performed report service levels and call flow impacts.
• Provided Planning and implemented ACD or server outage.
• Managed email correspondence for customer fulfillment.
• Administered performance management by identifying areas of opportunities, providing timely feedback, coaching, training and corrective action plans.
• Performed quality checks through performance reports, call monitors and surveys.

member services

Confidential

• Managed SLA for high call volume call center.
• Managed sale quotas for high-end Hotel rooms.
• Performed and modified hotels and resort reservations
• Processed an extensive amount of data using a computerized reservations system.
• Performed quality standards for call handling guidelines.
• Performed high quality sales and enrollment goals for various revenue programs.
• Performed extensive performance improvement techniques through training programs and company meetings.
• Developed high quality listening and probing skills to satisfy the caller’s needs.
• Facilitated and defused escalated customer service issues.

supervisor

Confidential

• Supervised and Facilitated customer service associates supporting Confidential customers.
• Managed customer service representative’s performance and adherence to telecommunication guidelines.
• Provided high quality training, coaching and guidance to customer service representative in compliance with company and industry standards.
• Ensured excellent service performance via call monitoring, training, corrective actions, coaching
• Monitored and Recorded calls for Quality purposes.