Resume of Manager

Title
Manager

Primary Skills
Account Management, Financial Management, Operations Management, Relationship Management, and Project Management

Location
US-PA-Westminster

Posted
May-08-07

EMPLOYMENT
Service Delivery Manager - Jul. 2005 - Apr. 2007
CDI IT Solutions, Phillidelphia PA
Areas or responsibility include: Account Management, Financial Management, Operations Management, Personal Management, Relationship Management, Scope Management, and Project Management for a call center environment
* Personal Management of 17 Direct reports to include 1 Site Supervisor Give work direction to staff
* Develop account strategies
* Responsible for cost control processes
* Collect and analyze metrics
* Make continuous improvement of the internal operations process and procedure
* Report operations performance
* Communicate policy, technical and personnel changes to employees
* Perform and maintain hiring process
* Allocate resources to projects within scope of support
* Perform impact analysis of current operations
* Process customer requests for additional work
* Support the development and maintenance of the project control process
* Responsible for customer strategic planning and alignment

Service Delivery Manager - Apr. 2005 - Apr. 2007
CDI IT Solutions, Boulder CO
Areas or responsibility include: Account Management, Financial Management, Operations Management, Personal Management, Relationship Management, Scope Management, and Project Management for a level 1 console monitoring help desk
* Personal Management of 33 Direct reports to include 4 Team Leads and 1 Site Supervisor
* Give work direction to staff
* Develop account strategies
* Responsible for cost control processes
* Collect and analyze metrics
* Make continuous improvement of the internal operations process and procedure
* Report operations performance
* Communicate policy, technical and personnel changes to employees
* Perform and maintain hiring process
* Allocate resources to projects within scope of support
* Perform impact analysis of current operations
* Process customer requests for additional work
* Support the development and maintenance of the project control process
* Responsible for customer strategic planning and alignment

Site Supervisor - Apr. 2005 - Apr. 2007
CDI IT Solutions, Boulder CO
Areas of responsibility include: Project Management, Scope Management, Operations Management, Financial Management?
* Personal Management of 25 direct reports to include 4 team leads
* Give work direction to staff
* Collect, analyze and report team performance metrics
* Develop and submit for approval staffing plans to ensure proper staffing, operator system architecture, training, and continual business improvement
* Create and implement training plans
* On Call 24/7 to deal with any employee issue, emergency or system issue
* Handle any coverage issues
* Review and approve employee timesheets weekly
* Interview and select candidates for hire per established process
* Directly deal with customer management for daily issues
* Coordinate any customer requests
* Responsible for employee performance reviews
* Create coaching and development plans for employees

CSR - Feb. 2005 - Mar. 2005
Alpine Access Golden CO
Take incoming calls for service and ordering Handle customer service issues such as payments and order complication

Technical Support Representative - Nov. 2004 - Jan. 2005
Echostar Englewood CO
Receive incoming calls for technical support issues including password resets to dish alignment
* Walked customers through steps to take over the phone to troubleshoot and solve problems
* Worked with a wide variety of tools to include standard operating procedures, an intranet system, Windows operating systems, etc.

Logistics Specialist - Sep. 1997 - Mar. 2004
Colorado Army National Guard, Englewood CO
Supported 3,400 soldiers, in 49 units at 23 locations dispersed over a 103,766 square mile area
* Maintained records for property
* Researched supply actions, document history, timelines and status
* Maintain inventory count
* Issue and collect supplies from Soldiers, maintain records to account for items
* Establishes lead times to order and stage material, and track and adjusts inventory levels
* Manage continuing balance systems and other supply program acquisition, receipt, inventory, issues, and maintenance systems reports and equipment accountability and readiness controls
* Made decisions about priorities and allocation of resources.

Logistics Specialist - 01/01/-1 - Present
Maintained records for property
* Researched supply actions, document history, timelines and status
* Maintain inventory count
* Issue and collect supplies from Soldiers, maintain records to account for items
* Establishes lead times to order and stage material, and track and adjusts inventory levels
* Manage continuing balance systems and other supply program acquisition, receipt, inventory, issues, and maintenance systems reports and equipment accountability and readiness controls
* Made decisions about priorities and allocation of resources
* Dispatched vehicles
* Maintained maintenance records

Certifications
See above


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