Resume of IT Professional

Title
IT Professional

Primary Skills
Management, Project Management, Network Administration

Location
US-TX-Allen

Posted
Apr-06-07

SUMMARY
Outstanding leader and manager with proven history of strong problem solving skills and excellent customer service/client relations skills. Currently lead, direct, and manage a Customer Care and Support operations group for a Fortune 500 company. Have improved overall efficiency through use of strong analysis and research skills that include insight on successfully applying technological solutions and best practices to resolve business issues. Leadership experience in Change Management, Team Building, Project Management, Disaster Recovery, Crisis Management, and Service Level Agreements.

EMPLOYMENT
Manager, Customer Support and System Installations - 2000 to Present
ACS Inc, Dallas, TX
Managed and directed four supervisors and 43 personnel. Supported more than 125 customer infrastructure and software implementations and more than 40 ecommerce websites. Responsible for inbound customer service and technical support call center, timely implementation of customer systems and administration of onsite customer infrastructure. Directed $15 million expense budget and met PTP goals. Served as the final escalation point to resolve customer support issues.
Implemented an ACD and IVR to improve inbound service center. Identified metrics to determine staffing levels and measure agent performance. Implemented a knowledge base for storage and retrieval of technical and customer support documentation. Improved first call resolution from 50% to 70%.
Established a project management team to improve the rate and quality of installations of customer systems. The process increased the rate of installations from one to four systems a month.
Established a team to create automated notification of daily backups for remote customer servers. Standardized and consolidated hardware ordering and receiving for customer installs.
Developed support and implementation personnel requirements and competency models to ensure effective staffing.
Created self service automated services IVR and recommended website enhancements for ecommerce customers. Reduced ecommerce monthly call volume 60% from 3000 to 1200 calls per month.
Prepared proposals/worked with Account Representatives to increase monthly billings and obtain new customers.

Manager, System Installations - 2001 to 2003
ACS Inc, Dallas, TX
Managed and directed five personnel. Responsible for the timely implementation of customer systems and system infrastructure design. Served as the primary escalation point for infrastructure and customer support issues.
Created project management processes, organizational knowledge asset library and established implementation quality control procedures. The processes and procedures increased project implementation timeliness and decreased post implementation defects.
Deployed and upgraded more than 200 customer based computer systems in ten states.
Designed infrastructure baselines and system configuration documentation.

Customer Care and Implementations Specialist - 2000 to 2001
ACS Inc, Dallas, TX
Processed inbound customer service and technical support issues. Performed customer system implementations.

Project Manager - 1999 to 2000
Carter & Burgess Inc, Dallas, TX
Managed multi-campus metro fiber backbone implementation project which decreased yearly telecom expenditures by $72,000 per year.
Audited corporate systems for possible Y2K compliance issues resulting in no system or process failures.

Network Administrator - 1998 to 1999
Texas Forest Service,, College Station, TX
Administered and supported 300+ remote users as well as the agency data center.
Increased customer service and decreased mean time to issue resolution by 200% through implementation of a knowledge base, outsourcing of onsite technicians, and implementation of technical support procedures.
Decreased long distance telecom expenditures by replacing remote dial-up infrastructure with VPN technology for off campus users.

EDUCATION AND CREDENTIALS
Bachelor of Arts - 1999
Texas A&M University , College Station, TX

PMP, Project Managment Professional

Microsoft Certified Professional

Certifications
See above


You must be logged in and have a current resume access subscription. Login or Register »

View all resumes in US-TX-Allen »
View all resumes in US-TX »

View other IT Professional resumes, IT Manager resumes