Resume of TECHNICAL SUPPORT MANAGER

Title
TECHNICAL SUPPORT MANAGER

Primary Skills
TECHNICAL SUPPORT MANAGER / DIRECTOR: Help Desk - Desktops - Networks

Location
US-NJ-Morristown

Posted
Feb-06-08


TECHNICAL SUPPORT MANAGER / DIRECTOR
Help Desk - Desktops - Networks

Highly accomplished professional with a distinguished career building, revitalizing, integrating and optimizing support organizations to achieve results and facilitate growth. Successful in defining and implementing technologies, standards and best practices to enhance average speed to answer, improve first call resolution, minimize abandon rate, and increase overall customer satisfaction. Proven success in establishing and directing teams in providing optimal support to national and global users on all hardware, software and networking issues. Skilled trainer, mentor and project leader; proven ability to build and motivate high-performance and flexible teams focused on customer service. Strategic analyst, planner and problem solver with keen negotiation and communication skills. Interacts effectively with teams, management, users, partners, and people of all levels and multi-cultural backgrounds.

CORE COMPETENCIES
-----------------
Strategic Planning & Organizational Leadership / Budgetary Planning & Control
Product Support Strategies / Best Practices & Continuous Improvement
Vendor Relations / Quality & Performance Improvement
Team Development & Leadership / Process Redesign & Change Management
Project Management / Staffing, Training & Scheduling
Service Level Agreements (SLAs) Design, Monitoring & Reporting



PROFESSIONAL EXPERIENCE
=======================

KRAFT FOODS / CIBER, INC., East Hanover, NJ (2006 to 2007)
BUSINESS ANALYST / PROJECT MANAGER - HELP DESK & DESKTOP SUPPORT OUTSOURCING
Retained through Ciber to oversee the implementation of key initiatives to support $1.7B Technical Support outsourcing strategy.
Collaborated extensively with team members, management and outsourcing partners to plan, track and monitor all aspects of quality control and adherence projects. Documented results, and delivered status reports to management. Coordinated efforts up to 50 User Acceptance Testing (UAT) professionals.
SELECTED ACCOMPLISHMENT:
* Defined testing plans and strategy, and oversaw cross-functional teams in appropriately testing and auditing Help Desk procedures to ensure adherence to established SLAs.

CIT GROUP, Livingston, NJ (1997 to 2006)
Built an impressive record of achievements and advancements through a series of increasingly responsible positions for this leading global finance company with approximately $80B in managed assets.
OUTSOURCED HELP DESK LIAISON / RELATIONSHIP MANAGER (2004 to 2006)
HELP DESK MANAGER (2001 to 2004)
Promoted and given full accountability to introduce new technologies, standards and best practices into Technical Support Organization to support rapid growth and ensure highest quality support. Pivotal role in migrating and monitoring operations of Help Desk Organization to outsourced partner.
Provided vision, leadership and framework to actively identify needs and resolve critical issues. Scope of accountability spanned strategic planning, team building and leadership, project and program management, risk assessment, issue resolution, change management, process improvement, Service Level Agreements (SLAs), and customer and partner relationship management. Researched, evaluated and facilitated the integration of new tools and systems to automate and integrate key support operations. Directed all aspects of multiple, simultaneous projects; and resolved all issues. Held complete accountability for staff of 14 and multiple vendors.
Liaised between internal corporate and outsourced partner to oversee the deployment of new technologies and operating procedures to ensure optimal support of 7,000 users. Trained and mentored outsourced Analysts on key processes and procedures. Single point of contact for internal employees to track, document and resolve Help Desk issues.
SELECTED ACCOMPLISHMENTS:
* Facilitated the successful transition of Help Desk operations to outsourced company, including Service Level Agreements (SLAs), Standard Operating Procedures (SOPs) and resources.
* Introduced Off-hours Oncall Support Rotation Model, increasing responsiveness by 50%.
* Created Technical Troubleshooting Guide for Help Desk Analysts, improving 1st call resolution rate by 65%.
* Completely revamped Hardware Repair operations; evaluated and chose new partner; and developed standard operating procedures and guidelines, resulting in delivering 90% of equipment within same day.
* Managed the rollout of Courion self-directed password reset software across 5,500 employees, eliminating 14,000 annual password reset tickets and capturing $225K in cost savings.
* Oversaw the upgrade of Remedy call tracking system to version 5.1 within 3 months.
* Designed and delivered training to Desktop Analysts on Help Desk processes and Remedy system.
* Pivotal role in evaluating effectiveness of outsourcing Help Desk operations to achieve $100K in cost savings.

ASSISTANT HELP DESK MANAGER / HELP DESK ANALYST (1997 to 2001)
Originally recruited as Help Desk Analyst and promoted out of 6 to Assistant Help Desk Manager within 2 years. Charged with providing dedicated leadership during tremendous acquisition growth.
Full accountability for managing and enhancing operations of the Technical Support Organization to provide Level 1 Help Desk and Desktop support services to more than 7,000 users across North America. Introduced effective team development, process improvement, and standard operating procedures to enhance delivery of services. Trained, mentored, scheduled and directed efforts of 12 Help Desk and Desktop Support Specialists. Defined and monitored budgets.
SELECTED ACCOMPLISHMENTS:
* Spearheaded all efforts to integrate 3 separate Help Desks into a Centralized Support Organization, which was subsequently adopted corporate-wide as best practices for integration.
* Established Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) to ensure unified vision of corporate and support goals.
* Created a Level 1 Desktop Support Organization to provide optimal support to users at Livingston headquarters.
* Instituted Training Program to increase technical competencies as company migrated to a Windows infrastructure.
* Led team in successfully achieving 20 seconds average speed to answer; 2%-4% abandonment call rates, and first call resolution rate of 50%.


** Additional experience as Senior Technical Support Analyst for Alphanet Solutions, Inc.; and
Help Desk / Workstation Support Analyst for Apprise Corporation **




VOLUNTEER EXPERIENCE
====================
MORRISTOWN AMBULANCE SQUAD, Morristown, NJ (1996 to Present)

LIFE MEMBER - EMERGENCY MEDICAL TECHNICIAN, PARAMEDIC ASSISTANT & CPR INSTRUCTOR
CAPTAIN (2005 to Present) / FINANCIAL SECRETARY (2001 to 2004) / PRESIDENT (2000)
VICE PRESIDENT (1998 to 1999) / CORRESPONDING SECRETARY (1997)


EDUCATION & CREDENTIALS
=======================
Courses towards Bachelor of Science Degree in Information Technology - UNIVERSITY OF PHOENIX

Essential Skills for Effective Incoming Call Center Management - INCOMING CALL CENTER INSTITUTE

Administering Remedy AR System 4.0 - ALPHA TECHNOLOGIES
Former Member - HELP DESK INSTITUTE

Certifications
See above


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