PROFESSIONAL EXPERIENCE:

Confidential, Herndon, VA

Senior Manager

Responsibilities:

• Serve as senior manager over a team of client service managers and analysts as the customer advocate establishing solid customer relationships and manage all customer expectations.
• Responsible for overall customer health; inclusive of revenue, retention, account growth, order and churn management.
• Managed and developed a cohesive account team who in addition to being the customer advocate, built partnerships with Strategic Account Managers, pre and post - sale technical teams, billing liaisons, and regional contacts.
• Established solid customer relationships; acting as customer communicator, advocate and understood all facets of customer’s business.
• Managed complex customer concerns and escalations.
• Solve problems related to internal processes that affected customer satisfaction. Required creativity and individual ownership.
• Act as facilitator between account team members while maintaining ownership of all customer issues.
• Participate in strategic business planning sessions with account team members and/or customers.
• Attend customer meetings with account team members and client service managers.
• Prepare, analyze, and deliver monthly, quarterly, semi-annual and/or annual business reviews in coordination with Strategic Account Manager.
• Establish internal working relationships within various levels of the organization and act as steering committee to solve problems.
• Participate in preparation and presentation of contract renewals as required.
• Responsible and accountable for understanding customer’s revenue base, inclusive of churn.
• Responsible for overall growth of Strategic revenue base.
• Suggest business opportunities to both customer and Strategic Account Manager to improve customer’s use of current products installed and those products also available.
• Create, maintain and prepare customer inventories.
• Assist overall management of sales process as needed to improve or resolve customer issues.
• Provide responses as requested for RFP’s and RFQ’s.
• Work with Legal Department to understand customer’s contracts and company obligations.
• Analyze call center performance metrics and trends. Suggest internal improvement opportunities. Help customers understand the meaning of the metrics as they relate to their business.
• Create customer facing documentation to help customers troubleshoot and understand the products and specific configurations.

Senior Manager

Confidential

Responsibilities:

• Created award winning new concierge support department for largest national customers.
• Responsible for establishing best practices within support center.
• Conduct regular meetings with regional TWC resources ensuring proper access levels and customer commitments were being met.
• Provide quarterly business review reports to national customers on performance and SLA’s.
• Created policies and procedures in support of team mission
• Develop and implement strategic direction for support practices in support of overall TWC growth plans.
• Manage national customer care project initiatives.
• Own chronic customer issues and successful resolution.
• Provide command and control services for all advanced product outages.

Customer Support Manager

Confidential, Fairfax, VA

Responsibilities:

• Managed the day to day activities of 7x24 Support Organization including monitoring, tracking, and coordination of all Help Desk functions.
• Provided on-call, after-hours escalations support for customers
• Provided both in-person and hands-on support 7x24
• Individually monitored and resolved the most trouble-tickets related to Confidential application, PC issues, UNIX servers, Clarity application and basic user administration
• Assigned and managed trouble-ticketing system including processing of all incoming voicemail and web-based trouble-tickets.
• Trained all new customers on web-based ticketing system and reporting
• Designed and enforced ticket handling and escalation process.
• Oversaw development and delivery of Confidential ’s, release notes, and self-help documentation
• Met with customer weekly/bi-weekly to review all tickets, trends and open issues.
• Tracked and documented all incidents for reporting (customer, analyst, and management)
• Informally followed ITIL Support Practices related to incident management, problem management and change management.
• Participated in monthly meeting with every customer simultaneously to improve customer experience
• Conducted yearly customer satisfaction surveys
• Developed and implemented functional policies and procedures
• Represented the “Voice” of the customer to all groups within Confidential
• Identified gaps in technical expertise and worked cross-functionally to eliminate those gaps
• Conducted performance appraisals, disciplinary action, raises and bonuses, and training plans
• Isolated problems and coordinate the fix with Tier 3 engineers required to maintain maximum system uptime and application availability.
• Weekly meetings with individual customers as needed to discuss production issues and improvement plans.
• Monitored problem escalations through analysis of problem tickets and post mortems to ascertain trends and identify corrective steps that can be taken proactively.
• Responsible for all completing all upgrades and system maintenance in both development and production environments.
• Work with a remote team of engineers, Implementation and Managed Services Groups.
• Responsible for coordinating and communicating all customer application and infrastructure projects.
• Document, track and analyze all change management activities.

Tools Used: Confidential Application, Microstrategy - Clarity, SQL, Unix

Telecom and Help Desk Manager

Confidential, Mclean, VA

Responsibilities:

• Managed the day to day activities of 7x24 Support Organization for Help Desk, Telecom, Asset Management, and Network support operations including monitoring, tracking, and coordination of all Help Desk functions.
• Provided on-call, after-hours escalations support for customers
• Provided both in-person and hands-on support 7x24
• Individually monitored, resolved and followed up on trouble-tickets related to ATS applications, PC issues, network file/print and email servers, Microsoft Applications, XP, Vista, personal and network printers, remote access, intranet, purchased out-of-the-box applications
• Designed and enforced ticket handling and escalation process.
• Oversaw development and delivery of Confidential ’s and self-help documentation
• Tracked and documented all incidents for reporting (customer, analyst, and management)
• Assigned and managed trouble-ticketing system including processing of all incoming voicemail, email and web-based trouble-tickets
• Informally followed ITIL Support Practices related to incident management, problem management and change management.
• Developed and implemented functional policies and procedures
• Conducted performance appraisals, disciplinary action, raises and bonuses, and training plans
• Researched, tested and rolled out new software, computers, wireless telephone services and accessories
• Responsible for all phases of IT Asset Management.
• Served as a vendor liaison for all desktops, laptops, printers, peripherals, telephones and telephone systems, UPS systems, Computer Room and Network closing HVAC cooling systems
• Responsible for procurement of hardware and software purchases for the organization including analyzing, testing, recommending, testing and deployment.
• Lead all IT project implementations
• Managed Microsoft Licensing through Gold Partnership and MSDN
• Created database to manage all warranties and service agreements
• Deployed Canon Multifunction Printers throughout the organization, eliminating stand-alone printers
• Implemented Ghost to create standard images for each PC model based on departmental needs and disaster recovery planning
• Primary point of contact for all after-hours emergency situations
• Core member of Disaster Recovery Team
• Core member of Sarbanes Oxley Team
• Developed, implemented, and monitored SLA’s and customer satisfaction
• Created standard operating procedures, processes and documentation
• Created a New Employee Guide to introduce IT services

Human Resources Assistant

Confidential, Sterling, VA

Responsibilities:

• Responsible for hiring 85 seasonal employees for the 2005 holiday season
• Provide personnel services to all employees
• Conduct recruiting through use of local media including store advertisements, local employment agencies, and referrals
• Conduct phone, one-on-one, and group interviews
• Complete new-hire paperwork including written media, enter data into online Peoplesoft application
• Conduct background checks through EQuest
• Schedule orientation and new-hire training
• Create training schedule utilizing Aspen Learning Management System and on-the-job training
• Participate in weekly Human Resource conference calls

Faculty Member

Confidential

Responsibilities:

• Teacher for students working on MBA programs.
• Taught both on-campus and online students
• Taught courses in Project Management, Operations Management, Human Resources, Strategic Management and 11 other related IT courses

Technical Support Manager

Confidential, Toledo, OH

Responsibilities:

• Manage Problem Management Team responsible for all IT project implementations within the organization
• Followed ITIL Support and Delivery practices within the group to formalize processes, develop measurements of success, problem prevention, and formal delivery of methods to improve organization knowledge.
• Managed the following projects:
• Managed upgrade of computer systems from 98 to XP
• Managed process to create standard images for each PC based on departmental needs.
• Managed project to outsource all Level 1 and 2 problems to external vendor. Then managed ongoing relationship and continuous need to transition areas as necessary.
• Managed project to implement test wireless environment at corporate facility.
• Developed a new employee orientation program.
• Managed project to re-evaluate intranet content and redesign website for more efficient handling of data.
• Managed project to implement web portal to store all technical support notes. This included creating categories to make data visible only to those who needed the data. E.g. customers were not able to see the same data as technical support.
• Managed project to upgrade MS Outlook from 98 to 200 0, and then to Active Directory environment including communications to customers.
• Managed implementation to enterprise wide antivirus software solution.
• Manage project to implement new technology to improve efficiency among clinical staff through use of palm pilots.
• Manage project to develop processes to maintain facility servers, backups and disaster recovery planning.
• Core member of the Disaster Recovery Team
• Core member of the Sarbanes-Oxley Team reporting requirements
• Develop, implement, and monitor SLA’s and customer satisfaction

Manager of Customer Services

Confidential, Bridgeville, PA

Responsibilities:

• Manage Response Center, Project Office, Telecommunications Groups
• Appointed as manager of newly formed Project Office Group. Established methodology, implementation, managing daily activities and reporting for Project Managers.
• Implemented a supplemental Access Database to track individual progress, lessons learned, and individual and group reporting capabilities.
• Managed project to create CRM in 2000, then subsequently converted to a Data Warehouse to enhance capabilities.
• Installed SQL cluster with front-end web access for external customers to access web-based services.
• Installed web portal for web-based training directly from Internet.
• Managed project to allow access to internal mail directly from Internet.
• Managed project to upgrade laptops from Confidential to Micron
• Managed project to upgrade desktop computers to newer versions of Confidential
• Upgraded Fore Systems Networking equipment
• Managed project to moved Network center to new location.
• Managed project to outsource ASP portion of the business to external location in downtown Pittsburgh.
• Managed project to upgrade Help Desk Trouble-ticketing system twice. First to client/server version, then to web-based version.
• Analyzed, tested, and implemented all new computer technologies (PCs, Laptops, Palms, printers, all-in-one devices, and telephone systems.)
• Created documentation and training from internal and external employees as needed.
• Implemented intranet and self-help programs for associates.
• Managed upgrade to Oracle financial systems
• Managed project to create online registration of employee benefits.
• Managed installation of company-wide antivirus software.
• Managed projects to upgrade all PBX equipment.
• Managed projects when new facilities were being opened or moved to new locations

Systems Business Manager

Confidential, Pittsburgh, PA

Responsibilities:

• Responsible for directing the daily activities of programmers, system administrators and database administrators for 12 sites in the US and Canada to provide optimal system performance, database construction, script and report development
• Hardware and software troubleshooting.
• Manage client/server applications in both Windows 3.11 and NT 3.51 environments.
• Maintain resources for 7x24 operational support
• Establish Operational policies and procedures
• Conduct service meetings to review and manage vendor performance- Develop databases, scripts and reports based on client contract requirements
• Project Manager for departmental initiatives

Manager of Telecommunications

Confidential, Portsmouth, NH

Responsibilities:

• Responsible for directing the daily activities of a 7x24 hour, in-bound call center to maintain the operational effectiveness of the company’s telecommunications hardware, software, and network services in the voice, data, and video environments.
• Establish performance standards for service level agreements and maintenance contracts to render a superior level of customer service.
• Administer security policies- Administer problem management systems to track problem tickets and other tracking systems.
• Responsible for monitoring the effectiveness of the Confidential ’s element managers
• Directing, testing, and analysis of all elements of the network facilities, including software, power, lines, modems, and terminals.
• RISE Committee Member - research, analyze, and evaluate information systems excellence