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customer service management profile

A distinguished Information Technology Manager with extensive experience in Task Management and Projects Management.  Expertise in managing projects/ tasks within Information Systems, Communications and Customer service.  Solid background in directing programs to implement Enterprise Resource Planning (ERP) and web based applications.   Proven ability to bridge technology, business goals and people to provide productive solutions.  Demonstrated success leading and mentoring cross-functional teams in multi-facility environments in order to maximize levels of productivity.

Excellent communicator, with emphasis on building strong relationships, capable of making professional presentations. I am a self motivated, customer centric and detail oriented professional with exceptional follow-through abilities and the ability to plan and provide oversight. Quick learner that rapidly adapts to emerging technologies.

Qualification Highlights

Information Technology

Project Management

Task Management

Enterprise Resource Planning

Quality Assurance

Strategy Development

Process Improvement

Team Building

Client Relationships

professional experience

 

Team Lead/Manager-Helpdesk/Special Projects Washington Metro Transit Authority (WMATA) with I.S.S.

09/2009-06/2011

• Manage the Tier I/II/III Help Desk that consist of (9) Tier I technicians, (5) Tier II technicians and (3) Tier III technicians. Provide Help Desk support to 10,000 customers located throughout Washington D.C., Maryland and Virginia.
• Responsible for ensuring all tickets have been entered, resolved, closed using Maximo. Prior to closure, ensuring all of the tickets has been documented to outline the resolution.
• Serve as the Escalation Manager (EM) between Network, Applications, Security and Account Administration support groups, when tickets have been assigned. Follow-up with team leaders within the departments ensuring the tickets are closed in a timely manner or updated daily.
• Responsible for Managing projects such as workstation deployments, Operating System deployment, Network printer deployment and VOIP cutovers. 
• Provide Tier I/II /III support during our peak times, which includes working onsite, offsite, and answering incoming calls. Responsible for all weekend projects when completing hardware or software refreshes.
• Liaison to the General Manager’s executive assistant and top level executives.
• Presented reports to direct and executive management.
• Established Service Level Agreements (SLA) for Tier I/II/III.
• Managed hardware and software refresh plan including management of the Microsoft Volume License Database, Hardware Inventory Database, and Software Version Control Database.
• Managed one of three teams responsible for the AVAYA VOP phone system rollout to multiple locations through the entire metro system and responsible for some system administration.
• Installed, setup and managed Avaya Call Manager system.
• Software Avaya Call Manager , Avaya Modular Messaging , Avaya Definity, Avaya Call Management System
• Maintained the ISO 9000 certification and managed the modification and accuracy of all processes related to the Help Desk and Customer Support services.
• Developed, executed and maintained process and procedures, prepared test plan and executed on any new hardware targeted for deployment.
• Prepared customer service training material for the technicians and end user’s. Conducted training session for team and one-on-one training.
• Responsible for monitoring all live calls, e-mails, and voice mail calls to ensure tickets were being created within the thirty (30) minute SLA required.
• Developed the necessary work instruction to support the task and monitored the workflow between the dispatcher and the Tier II technicians ensuring tickets were being resolved within the metric.
• Performed random customer satisfaction surveys, followed-up on all customer satisfaction surveys rated below “fair” and provided the final survey results to the Deputy Chief daily.
• Managed vendor relationship as the primary point of contact with the customer service and front office products.
• Technical expert on escalation calls for 1^st 2^nd and 3^rd  level technicians.
• Project manager for projects, developing project plans, creating and managing the resources and met an eight five percent (90%) early delivery metric.
• Created the Desktop Triage position, was responsible for hiring, training, and writing the process workflow for the position which increased first call resolution within scope to 97%.
• Managed the customer service and user inventory management.
• Performed daily, monthly, and yearly trend analysis, providing guidance and recommendation for improvement.
• Approved time sheets, budget proposals, performance reviews and operational expenditure statements.

Asst. Project Manager/Team Lead Washington Metro Transit Authority (WMATA) with Telecommunications Development Corporation

12/2008-8/2009

·         Responsible for leading multiple groups of tier II/III technicians toward the goals, System Development Life Cycle (SDLC) laid out by client and senior  project manager

·         Managed staff with the installation, configuration, deployment and ongoing usability of desktop computers, peripheral equipment.

·         Managed vendor support contacts to resolve technical issues surrounding the deployment of workstations network printers and software.

·         Managed the team to insure all tasks flowed seamlessly with the many diverse systems and high demands of the project manager while meeting all projected deadlines.

·         Work with procurement staff in acquiring the hardware and software necessary for the deployment and assessed the functional needs of the client.

·         Provided support to nine hundred (400) customers onsite and approximately fifty (9,600) offsite.

·         Presented reports to direct and executive management.

 

Consultant/ Senior Project manager, Envision Consulting LLC.

02/2004-11/2008

·         Managed Tier I/II / III Help Desk that consisted of twelve (10) regional technicians.

·         Established Service Level Agreements (SLA) for Tier I/II/III.

·         Provided recommendation on process improvement, metrics, proper escalations, and proper security protocols.

·         Managed team responsible for the Cysco VOP phone system rollout to multiple clients through the entire metro system and responsible for some system administration.

·         Managed projects, maintenance and relocating PBX phone systems for multiple clients thought Virginia and Washington DC.

·         Monitored incoming tickets by phone, email and voicemail ensuring accuracy and timeliness.

·         Conducted various technical sessions with Tier I/II/III staff, gathering current process and redesigning new process and procedures which align with security protocols and best practices.

·         Responsible for leading multiple groups of tier II/III technicians toward the goals, System Development Life Cycle (SDLC) laid out by client and senior  project manager

·         Managed staff with the installation, configuration, deployment and ongoing usability of desktop computers, peripheral equipment.

·         Managed vendor support contacts to resolve technical issues surrounding the deployment of workstations network printers and software.

·         Managed the team to insure all tasks flowed seamlessly with the many diverse systems and high demands of the project manager while meeting all projected deadlines.

·         Work with procurement staff in acquiring the hardware and software necessary for the deployment and assessed the functional needs of the client.

·         Provided support to  (79) clients, approximately (1,200) users.

·         Presented reports to direct and executive management.

·         Responsible for recommending, developing, and implementing end user training programs to increase computer literacy and self-sufficiency. 

·         Prepared and presented to senior management, Track-It reports, service level agreement metrics, priority customer request and first call closure reports daily.

 

Consultant, Credit Suisse First Boston (CSFB) with Can Am

6/2004-04/2005

• Manage user expectation on IMAC tasks performs
• Performs Asset Inventory after any work is completed at desktop (installation, move, add or change)
• Preparation and Scheduling with Users (for Software and Hardware add/changes)
• Testing and Certification of any Desktop work
• New systems, hardware upgrades and software upgrades
• IP Address assignment and updating of host table working with admin groups from UNIX /NT groups
•  Printer installs – setup , network configuration and certification
• Physical installation, desk top configuration, and desk top certification
• Implementation of PC/UNIX hardware moves (includes preparation, disconnection, reconnection, certification, required IP admin work, and weekend user check-in if necessary)
• Software Adds/Change specific
• Loading and configuring software at desktop
• Hardware Adds/Change specific
• Installation & Configuration of hardware (including any necessary software drivers) at desktop or peripheral location
• Inventory of all systems under scope of work ( pre-existing at CAD, decommissioned units, printers being used etc.) 
• Decommissioning of any existing hardware that has been replaced (including disconnection of components & removal of equipment to designated disposal space)
• Customer Satisfaction follow-up ( desk side visit, or item defined)

Instructor, Great Neck North Public School

8/2001-6/2004

• Substitute and assist teachers in technical education including Adobe Photoshop, Adobe Acrobat and Microsoft Suite.
• Assist in the maintenance of approximately 300 machines including personal computers, printers and audiovisual equipment.
• Organized and lead faculty and staff in a year-long project involving the renovation of student’s TV Studio, IT customer service.

·         Provided Tier I/II support for 800 Windows users.

·         Performed hardware/software troubleshooting, repaired non-functional machines, configured and deployed new machines, and upgraded old machines when required for the tech refresh cycle.

·         Performed Move/Add/Changes for catalog orders, customer software configuration and excess of machines.

·         Troubleshoot and repair HP and Xerox printers.

·           

Computer Consultant, Computer Dynamics

11/1999 – present

• Established Computer Dynamics that currently has 65 clients including small businesses and home users.
• Create and implement multi-protocol environments and design and construct LAN/Wan, Ethernet, Cable and DSL network architectures for small businesses.
• Configure and maintain Cisco Routers, dial and dedicated remote communications, local and Network printers and personal computers.
• Tutor children, adults and elderly in use of personal computers and software, IT customer service analyst.
• Provide small companies with software training for their employees.
• Design web site for Nelson D’ Leon New York (bridal designer)
• Managed and completed the design layout of a 230 page book for small publishing company.
• Subcontracting with Micropath Inc.; Computer Inventory for CBS/MTV/Viacom Corporation.  Included accounting for the detailed inventory of both hardware and software.

·         Provided LAN Administration, Software, Hardware and End User support for 65 of my own clients.

·         System Administrator for LAN Servers (hardware/software), troubleshooting, configuration and installation.

·         Provided administration of all LAN configuration Management activities including definition, archival and tracking of all asset/system configuration information.

·         Provided Tier I/II /III support for software and hardware installation, setup and access of new Windows systems.

·         Performed daily, nightly and weekly back-ups, and performed data restore upon customer’s request.

·         Performed necessary upgrades for hardware and software for Y2K compliance.

·         Ordered hardware, software, warranties and necessary office supplies utilized by customers on a weekly basis.

technical proficiencies

Systems:                MS Windows (9X, NT, 2000, ME, XP,  Vista, 7, Server 200, 2003, 2008)

 

Software:               Acrobat,  FileMaker Pro, Ghost,  Internet Explorer,  Mozilla, Netscape, Works, WordPerfect, MS Office Professional Suites 200-2010,  Bryce, CAD, Visio, Project, Photoshop,  Telnet,  Dreamweaver, HTML,  HEAT,  HP admin console, PeopleSoft admin , Cisco Technician software, Oracle Calendar, SMS Administrator Console, Trapeze, Maximo, Heat, VERITAS, Symantec enterprise, exchange server 2000-2008, Ghost, Norton, Acronis and  Kaseya

Hardware:              POI Switches, Cisco IP  Phone System (ACD), Avaya Phone System (ACD), APC Battery backup system for 1-15 servers, Dell, HP, Sony, Panasonic, Toshiba, IBM workstations/ laptops.; HP, Xerox, Ricoh network printers;

education and credentials

                                DeVry Institute Of Technology    Long Island City, New York

                                                Bachelor Degree                                                                   2004

                                                Electronic & Computer Technology

                                                State University of New York   Old Westbury, New York

                                           Bachelor Degree       

                                                Management Information Systems                                   2001-2003

                                             

                                                The Chubb Institute                              New York, New York

                                                Certification

                                                Network Engineering & Data Communication             2000-2001

High School Diploma – Ellenville High School New York

Certificate, MCP—Chubb Institute, New York

Certificate, CNE---- Chubb Institute, New York

A+ Certification, September 1999 – Great Neck, long island, NY

Management Information System ,—Old Westbury New York

Computer managements,------ DeVry university, New York

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