Escalation Manager Resume

SUMMARY

Over 24 years of increasing responsibility in operations management and information technology.
My Particular strengths are in Project Management, People Management, Communication, Customer service, and improving / developing and streamlining business Process.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Escalation Manager

Responsibilities:

Cloud Computing Developer Support team, developed and implemented support strategy globally
Hired and developed Windows Azure Global Developer Support Team.
Solutions based Support Model Developer Support team encompassing Windows Azure, SQL Azure, Application Fabric, and Data Market product support.
Developed Global collaboration process for Cloud operations team.
Drove Supportability improvements with Windows Azure Product Groups
Created standard collaboration procedures between Support teams and Operations teams to drive faster solutions back to customers.
Delivered Monthly Business reviews to report business trends and identify areas of improvements.
Drove Monthly Global Manager meetings to identify global readiness needs and deliver business results and actions items.
Partnered with business groups to drive enhancements in product support offerings.
Managed 24x7 Global Support team that included support for 10 local languages.
Drove Global technical readiness training creation and delivery for products releasing new features on a 90 day release cycle.
Provide training and career guidance to Escalation Engineers and Global Team Managers.
Developed and drove case escalation process to improve Customer Satisfaction goals across the Organization.
Responsible for driving and budgeting Organizational goals.

Confidential

Team Manager

Responsibilities:

Managed several technical support businesses with approximately 15 Support Engineers.
Responsible for providing resolution / solutions for escalated technical customer issues.
Provide training and career guidance to Support Engineers.
Drove team to reach DTS and Customer satisfaction goals.
Drove improvements and established a direct product group relationship for each business.
Drove supportability improvements with Product groups.
Managed ASP.NET, IIS, FORPRO, VSS, JSHARP, JAVA, and WINDOWS MEDIA Technologies
Managed Global MSJVM remediation project.
POC for DSV participation in DSREACH India
Drove Units process improvements for handling Virus / emergency situations.

Confidential

HSB Technical Support Manager

Responsibilities:

Managed technical support call center with approximately 20 technicians
Responsible for providing resolution for escalated technical problems for customers.
Provide training and career guidance to technicians.
Drove team to reach AHT and Applied time goals.
Conducted quality audits and provided feedback to technicians
Created performance plans and merit recognition.

Confidential

Office Systems Technical Analyst

Responsibilities:

Support approximately 1200 users installing and using Microsoft Office Products and Right Fax administration.
Coordinated Project team for Office 97 file conversions from Lotus Suite involving 350,000 files.
Assisted sub - contractors in troubleshooting software, application and file conversion problems.
Tested and made recommendations for the standardization of the PC model.
Managed assembly operations with approximately 30 technicians.
Assuring uninterrupted operation of an assembly line that produces approximately 5000 units a month valued at $75,000,000.
Improved overall quality of units by creating and implementing countermeasures, refining assembly processes, and tracking technician’s performance.
Re-balanced assembly lines and assembly processes in order to respond to market demands.
Created and implemented training programs for technicians in order to secure the successful launch of new products.
Reduced cost per unit by budgeting manpower application, implementing quality improvements and the design, creation, and implementation of ergonomic job improvements.
Maintained time and attendance records, performance appraisals, and enforced company policy.
Coordinated the design and installation of assembly line expansion and relocation with suppliers and maintenance personnel.