Resume of CUSTOMER SERVICE / TECHNICAL SUPPORT

Title
CUSTOMER SERVICE / TECHNICAL SUPPORT

Primary Skills
9+ years of experience in IBM customer service and support with recognized strengths in problem-solving, troubleshooting

Location
US-WA-Seattle

Posted
Jan-08-08


CUSTOMER SERVICE / TECHNICAL SUPPORT PROFESSIONAL
Profile
More than nine years of experience in IBM customer service and support with recognized strengths in problem-solving, troubleshooting, cost reduction, planning/implementing proactive procedures and systems to improve customer service and meet budget
Solid computer skills
Strong language skills
Nine years of experience in services project management / program management
Nine years of experience in PC/Server Hardware Services Delivery
Seven years experience in Electronics manufacturing / engineering / design

Synopsis of Achievements
Attained $500k in Warranty cost savings
Improved Customer Satisfaction by 5 percentage points
Improved warranty service coverage by 25%

Employment

Lenovo/IBM Latin America, Boca Raton, FL 1998 - Present
Regional Service Channels Program Manager
Program Manager for 420 Service Partners and 10 regional Rep's
Directed PC/Server Hardware Services Delivery
Formulated Analytical Business Cases to support Service initiatives (cost/benefit etc.)
Active management of problem escalations
Project Manager for electronic tools used by Service Centers, including claim submission software and web-based certification application. Coordinated web migration, release updates and change requests for mentioned tools.
Provided regular operational and success indicators, develop action plans to address areas that fall below
Developed project plans, schedules including requirements, tasks, work assignments, resources, milestones and review points and reporting of project status
Implemented operational process improvements
Developed interdepartmental communication initiatives
Performed Warranty claim analysis and reports (statistical, budget, financial etc.)
Responsible for Business Controls and process documentation
Developed Web/email-based Customer Satisfaction surveys

Trinova Computers, Quito, Ecuador 1997 - 1998
Service Manager
Supervised assembly and technical departments
Designed and wrote users' manuals for all models of computers
Provided technical support regarding hardware and software applications
Direction and management of Miami office
Researched and procured product boxes and packaging materials
Price research and purchasing from Miami-based component providers
Exporting computer components to Ecuador

B&B Electronics, Ottawa, IL 1990- 1997
Engineering Technician
Provided technical support regarding use and applications of products
Made schematics and pc boards per engineering designs
Performed Bill of Material research and price quotes for standard and custom products
Built prototypes and modified standard products per customer specifications
Performed production tests. Made necessary hardware and adapters
Documented test procedures
Repaired equipment that failed production test or returned from field
Operated AMISTAR Surface Mount Machine

Education Illinois Valley Community College, Oglesby, IL
Associate in Applied Science: Electronics Technology

Languages
Spanish: Completely bilingual in all aspects of the language
Portuguese: Intermediate conversational skills. Reading ability 90%

Computer Skills
Microsoft Office (Word, Excel and PowerPoint)
Lotus Smart Suite
Lotus Notes
Schematic/PCB Design software
SQL queries
IBM DB2 Personal Edition
BRIO Query Explorer
Audio/video editing software (Adobe Audition, Nero)
Adobe Photoshop

Certifications
See above


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