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Nataly Woo
309 Los Altos
Drive, Burlingame, CA 94001
650-347-9876 · woo_nataly@earthlink.net
CUSTOMER-FOCUSED
IT SUPPORT LEADER ACHIEVES WORLD-CLASS RESULTS
Customer focused
global IT support and customer relationship professional with proven leadership
in analyzing client needs to create technology and process solutions that drive
productivity, performance, world-class service and customer satisfaction.
Extensive
experience in global desktop support and service desk leadership, outsourced
vendor support services, incident, problem and event management, standards,
deployments, image loads, tech refreshes, office moves, inventory management,
self-service portal, knowledgebase, resource scheduling and Service Level
Agreements.
Passionate customer
and IT advocate with talent for building and maintaining credible, positive
working relationships between customers and IT by focusing on listening,
frequent two-way communications, timely issue resolution, needs and gap
analysis, and setting of mutual expectations. Educating customers on IT services
and leveraging IT teams for new demand initiatives.
Global Service Operations Management ·Outsourced Vendor Management · Service Delivery· Customer Advocacy
· Communications ·Strategic Planning · Project & Risk Management ·Demand
Management
· Change Management · Team Building, Leadership & Development ·Processes, Policies & Procedures
PROFESSIONAL
EXPERIENCE
Booz Allen Hamilton 2008-2012
Senior Account Manager - Field Services/Help Desk/Core Services
Lead
Field Services Help Desk program for US operations managing 5 Regional Managers
and 43 outsourced technicians.
Coordinate and manage field dispatch tickets working in concert with
outsourced Help Desk. Regular analysis for trending of problems and taking
proactive approach to updating field services teams on latest process for
fixing technical issues. Account management also developed and presented change
management strategies, focused communications and necessary resources for
deployments. Lead complex technical deployments in the field including software
refresh, network configuration and security initiatives.
Additional
responsibilities includedspare pool management, software and hardware
procurement, desktop engineering, asset lifecycle management, software
standards and collaboration services. Developed field staff and team leads to
support high growth period over the last five years. Manage multiple budgets
including outsourced Help Desk totaling $12M.
.
·
Developed international support
processes and enhancementsto augment US support model positively increasing staff
billability. As firm moved outside of US, developed international office
template (facilities, network, telephony, wireless and imaging services) to
ensure consistent support while accommodating local business requirements.
Leveraged new remote control toolset (Bomgar) as well as implemented Connected
Backup tool to secure client data. Quickly integrated Help Desk services by
developing support for Macintosh platform and wireless mobility platforms such
as I-Phone, Droids, I-Pads.
·
Implemented
multiple large scale infrastructure, software and security changes – Phase 1 Imaging Strategy – US field deployment to 58
domestic offices replacing all printers, copiers, scanners with single vendor
solution. Included change management,
holding leadership meetings, delivering firm-wide communications and resource
coordination. Removal of over 2100
devices and replaced with 1300 multi-function devices resulting in $9.8M
savings over 5 years. Windows 7 rollout
project – conversion of 18,000 laptops using combination of remote delivery,
self-installation kits and coordinated after hours/weekend support. Resulted in
upgraded OS for enterprise in less than seven months and lowered implementation
cost per employee. Security initiatives include pushing Network Access Control
(NAC) and encryption as well as implementing PIV-I/SmartCard for dual factor
authentication securing enterprise network.
·
Transformed IT Help
Desk to Shared Services Help Desk (Core Services) by partnering with outsourced vendor for Tier 1
support of common transactional support questions lowering number of FT
hires. Integrated additional Help Desk
services for Finance, Facilities, HR, Travel, Security and Benefits creating a
“one-stop” shopping for staff using Core Services Help Desk. Drive to first
call resolution by creating proper categorization of problems and enhancement
of knowledgebase to assist Tier 1 analysts. Drive toward high customer
satisfaction rate as monthly metrics continuously averaged 4.5 out of 5.0.
· Implemented
hoteling infrastructure to multiple large offices by creating a shared office environment for staff
to use on a daily basis. Target reduction of leased office space to create cost
savings yet deliver services for staff (network, desktop and telephony). Able
to hotel at a ratio of 3 to 1 for specific type of staff reducing unused office
space for offsite staff.
Nataly
Woo· Page Two
Booz Allen Hamilton 2005-2008
IT Manager Facilities/Network/Desktop Support, US West
IT
desktop support manager and POC between IT and business units. Led hybrid internal and outsourced technical support
services team to identify and quickly resolve technical issues for 15,000+
customers with world-class results. Devised and executed strategic and
tactical-level plans to surpass enterprise targets for service performance and
improving customer satisfaction. Managed issue escalations and customer
expectations, and engaged
with customers and IT to identify solutions and process improvement
opportunities for continuous improvement mandate.Marketed and educated
customers on IT products, services, policies, and service levels, and was voice
of customer to IT. Negotiated service
levels and directed activities to facilitate compliance with SLAs. Established,
managed positive relationships with customers, IT and vendors.Coordinated full
lifecycle IT projects, deployments and refreshes. Core member of projects,
Change Control and SET engineering teams.
·
Orchestrated highly
successful on-demand disaster recovery and business continuation initiatives to provide emergency technical capabilities,
equipment, network access, and support during extended San Diego network outage,
allowing the business to function offsite, with minimal disruption to normal
operations. Efforts were highly praised by senior business leadership.
·
Established
stringent guidelines and practices for transitioning projects to operations and customers, which were
adopted into core project management methodology template to improve service
design and transition to service operations.
·
Implemented and marketed 1st
phase of PC asset management program for the government
business. Goal is to bring 22,000+ assets under full asset/PC lifecycle
management in 2008 to improve support, reduce costs & reduce data theft
risks.
Booz Allen Hamilton 2001-2004
Group Manager End User Technology – US West Region
Supported desktop and laptop computers through break-fix and
software reinstallation. Provided Tier 2 desktop support for staff on software
and hardware. Management and administration of mail servers account, remote
access servers, FTP services, voicemail and telephony systems. Developed partnership with outsource vendor
for Tier 1 support calls. Marketed IT
products, services and policies to customers, and advocated for customer to IT
to help ensure business and IT alignment.
·
Salvaged Project
Mercury, leading deployment crisis retooling effort to quickly identify and resolve customer issues,
concerns and training gaps to gain customer acceptanceforthe firm’s
largest-ever infrastructure & desktop change initiative.
·
Recognized for
outstanding contributions to Blackberry/Secure VPN enterprise project for focusing team on
customer and support requirements, training, expectations and documentation.
Recognizing potential political impact, drafted and championed proposal to
include non-standard Macintosh customers, which was approved by senior
leadership.
Booz Allen Hamilton 1994-2001
Customer Support Engineer – West Coast
Promoted to IT Manager from Customer Support Engineer in 1996
to oversee customer support team. Experienced in remote and desk side support
for Macintosh and PC systems. Performed upgrades and pro-active virus
detection. Administered Novell Netware
servers, Netscape Mail Services, and Avaya and ATT Definity switches. Configured and repaired routers, printers,
wireless access points. Managed senior staff home support program. Negotiated
with technology vendors and business process outsourcers to look at options for
service desk, desktop support, break/fix, IT procurement and network
operations.
·
Y2K preparation included patching computers, servers, switches and
network equipment. Prepared for cutover by creating lab environment to simulate
date cutover and look at impact.
·
All-Hands Meeting –
Deployed IT team in
multiple foreign locations in six week period to support client staff and
management
ADDITIONAL EXPERIENCE
Desktop/IT Support Manager – Wells Fargo Nikko Investment Advisors
Network Administrator – Diversified
Corporate Loans
Network Administrator – Technical
Support – DiGiorgio Corporation
EDUCATION/CREDENTIALS
Bachelor of Arts in Sociology–San Francisco State University
~
Booz Allen Hamilton, Managing Staff for Peak Performance
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