SUMMARY:

• IT Call Center Operations Director/Manager with extensive experience providing customer support in a global mission critical L2 and L3 environments.
• Excellent knowledge of iOS and Android devices.
• Strong technical background with large systems and storage solutions
• Excellent escalation, incident management, and budget management skills.
• Highly proficient in leading high performing teams to successfully resolve customer discontent and ensure all customer obligations and Service Level Agreements, scorecards, and KPI’s are met while increasing customer satisfaction and retention.
• Ability to communicate with all levels of management, internal customers, customer facing meetings, and third party vendors. Consistently obtain results through leadership and cohesive team building.

TECHNICAL SKILLS:

• Planning for Client/Server Technology
• ITIL v.3
• IP Telephony
• SaaS iOS
• Android
• Basic User for Confidential - UX
• Linux
• WFM
• CRM
• CMS
• Guardian Concepts and Facilities
• Pathway Systems Management
• Performance Analysis and Tuning
• Viewpoint Operations
• Guardian System Management
• Guardian Principals
• Automating Operations with PNA
• Unix Operations
• Data Communications I and II
• AS/400 Operations
• DST
• Global Trade Screening
• GSE Confidential -UX-Global Technology Forum
• Global Trade Export
• Q basis long-distance Disaster Tolerance: Technology
• Challenges
• Americas Value eCulture
• Global Value Solution Center
• 2HR and 4HR on-site Hardware support
• Call logging 1 and 5
• Records Retention
• TSG Diversity Dialogue
• Trams
• ISEE
• SBC

PROFESSIONAL EXPERIENCE:

Confidential, Marietta, GA

Director Software and Mobile Apps and Testing

Responsibilities:

• Directs and Leads the software and mobile applications testing for Picture and Video Keeper platform
• Installing and updating mobile apps for iOS and Android devices
• Lead Product Managers and Developers in new enhancements
• Managing support call volume, and streamlining process’
• Marketing to improve customer experience
• Direct presentations to the CEO/Senior leadership team
• Development for recommendations for bug fixes

Confidential, Atlanta, GA

Global Systems and Storage Call Center L2 Manager

Responsibilities:

• Led an organization of 63 L1, L2 and L3 Business Recovery Specialists, supporting Confidential ’s highest visibility Mission Critical customers with a 24X7X365 environment. Also, acting as Escalation, Incident, and Duty Manager.
• Managed and multiple groups made up of 35+ engineers and managers from hardware and storage teams with responsibility for maximizing customer loyalty for Confidential ’s Global Mission Critical businesses. .
• Managed processes, trending, knowledge tools, and created process improvements within the call center to maximize the efficiency and effectiveness of call center and associates.
• Managed expense and capital equipment budget of $3.5 Million including salary, administration, e-awards, training, travel, WFR, EER, headcount, ROI’s, P&L, and COB.
• Developed, analyzed, and reported key support metrics for senior management weekly. This included Right part predicted, Kept informed, First time fixed, Technical Ability, D-Sat’s, Diag. Accuracy and efficiency, Turnaround time. In addition, VDN’s, abandon calls, Call volumes and trends, staffing models. Results, the highest in my tower of 90-100% weekly for over 1 year.
• Voice of the work force archiving 100 % and my Results were I was #1 of 75 managers in my BU
• Created a rewards/incentive program that increase morale and productivity with remote engineers. Results came from 58% to 100% in under six months.
• Executed service level agreements, KPI’s, scorecards, and ensured deliverables were met weekly and remained in green status. Results (90-100%)
• Developed and communicated vision and balance scorecard, ensuring technical process implementation and soft skills development. Resulting in a clear understanding of our direction.
• Collaborated between the Superdome, UNIX, Linux, RedHat, Network, CPU, and storage (EVA, Ibrix, 3PAR, SaaS) teams with responsibility for service delivery of CSS, BCS, and Gold CTR. Successfully merged Superdome/Hardware teams. This resulted in 100% customer sat, saving 250,000 in salaries’.
• Managed Project Managers, TAM’s, ASM’s, Escalations,, and CRM’s for all Post Incident Reviews.
• Worked with project managers to ensure deadlines, SLA’s, KPI’s, scorecards, WFM, CMS, deliverable and budgets were being met. Resulting in 100% Customer Satisfaction, and saving over 150,000 dollars in salaries
• Led the Costa Rica Net UX team of 25 Individual Contributor’s for off shoring L0 problems.
• Directed the EMEA, APJ, and Americas in off hour and holiday coverage for Mission Critical support.

Confidential, Alpharetta, GA

Data Center Manager

Responsibilities:

• Managed Data Center Facilities, physical security, daily operations, installs, de-installs and tours.
• Successfully managed a $10 million budget and strict time line during design process/implementation uptime without customer disruptions. Resulting in 99999.7 up time for that year.
• Saved the company time and money for customers and I/C’s for installs working with zero outages. Resulting in four reference accounts in six months from zero for eight years.
• Managed Change Control and Shut Downs.
• Developed infrastructure standards, labeling, worked with Account Service Mangers and third party vendors.

Confidential, Alpharetta, GA

Manager IT Unit Manager/IT Team Manager

Responsibilities:

• Managed day to day operations of a 24x7 operations staff. Including coaching, training, data center security, design, access, performance development, hiring and retaining high potential talent.
• Developed a reactive staff in a cross-functional team-working environment with all levels.
• Designed and implemented Data Center Command Model.
• Managed a two million dollar operating expense budget and five million capitol expense budget.
• Established training on UNIX, LINUX, SRC1, ITO platforms, Cisco, Remedy and customer implementations.
• Developed standard operating procedures for P&D, change management and escalation management.
• Established urgency, teamwork, and proactive/reactive platforms.
• Assisted in Business Fundamental Tables’ and Reporting.
• Developed ASMs for accurate data on SLO/BFTs.
• Implemented SOW and business practices in industry standards.
• Increased reference accounts from 0 to 6 within an eight month period and Total Employee Experience went from 28% to 78% in six months.
• Created a bottom line cost savings of overall $500K by securing and managing contractors for knowledge transfer of FTE.

Confidential, Alpharetta, GA

Managing Director - Systems

Responsibilities:

• Managed a Global team for optical imaging for Confidential Credit card applications.
• Established a US/Mexico outsourced based start up business.
• Managed data payment processing for Confidential in the airport location. This resulted in improving payment processing to go from 300,000 payments to 750,000 per day. Manager, Data Center, Systems, and Integration
• Designed and staffed Data Center and Operations support area to provide superior customer service to clients by:
• Hiring staff with level three technical skills and working knowledge of two or more operating system platforms, Networking, Automation, and Consolidation.
• Conducting prospective and current customer site visits as well as maintaining weekly phone contact with clients to ensure their technical and service requirements are consistently met.
• Consolidating clients onto a single maintenance contract for automation, Resulting in Customer savings on average of fifty to sixty thousand per year in salaries.
• Implemented clients to relocate hardware and operations from 40 different locations to the Alpharetta data center. Cost savings on average of twenty five million dollars per year.
• Responsible for providing, monitoring and reviewing cost/benefit analysis and hardware/software performance reports using Legato Automation tools to present to senior management. Resulting in twenty million in revenue.
• Responsible for seven million on operating budgets and over twenty five million in capital equipment. In addition, managed over fifty Individual Contributors and three managers.
• Implemented third party automation tool (Compuware Legato tools) to provide cost shared savings in the customer operations areas by sharing resources. Savings range from sixty to one hundred thousand per customer site.
• Managed migration and installation of 95 systems consisting of Confidential ’s, SUN’s, RS6000’s, Tandems, AS400, Decs and PC servers.
• Implemented the Data Center consolidation Lift policy and procedures for Confidential . (I.E. Hot, Lease, and upgrades).
• Designed and implemented procedures and forms for use of MEMO and Change Controls
• Control system for Midrange clients to use as a means of communicating Requests for Service to Midrange Services in Alpharetta.
• Organized cross departmental proactive/reactive Operations and IT teams consisting of representatives from Tools, Network, ATS, Facilities, NCC, SLA, Helpdesk, and Tape Library to facilitate knowledge transfer and system integration related projects, such as hardware/software installation, configuration and upgrades, operations/IT tasks such as system monitoring, system management, error handling, communication line and system/application recovery, disaster recovery procedures, tape management procedures, automation, and usage of our N plus one procedures.
• Responsible for 24x7 management of level three tech support and level two Operations team. In addition, responsible for VAX treasury system which encompasses 6-8 billion dollars daily in commercial paper. POS for Mont. Wards (3.5 Billion), Confidential, Service Merchandise
• Managed reconfiguration and installation of patches and PTF’s to SUNOS, Solaris, Confidential -UX, AIX, Guardian, IS400 operating systems, Cisco routers, network closets.
• Responsible for evaluating, recommending and utilizing software for automating operations tasks such as backups, spooler management, OS run level management, troubleshooting and resolving file system and device errors, line recovery, alarm notification and networking.
• Actively participated in evaluation and recommendation of new software and hardware technology as well as act as liaison between vendors, management, operations and clients.
• Provided education training and documentation to end users and operations staff on use of hardware, software, operations procedures, networking, and automation.