SUMMARY Experienced Global Call Center/ Help Desk/ Technical Support and Service Managerwith increasing responsibilities in implementing company objectives. Skilled in Project Management, Root Cause Analysis and Problem Determination. Hands-on motivator who developed time management and growth paths for direct reports, resulting in improved profitability within the department. Previously managed Technical Service and Helpdesk personnel in support of 300 to 3500 users locally and globally for banks, medical device companies, financial corporations, and legal firms.

EXPERIENCE
10/11 3/12 Confidential,
MANAGER TECHNICAL SUPPORT GROUP
Manage the day to day operations of the Technical Support Group, consisting of 4 fulltime and 1 part time Help Desk technicians in multiple locations supporting 500 users.

• Developed processes and procedures to decrease response and resolution times for end user issues.
• Developed reports to aid in staffing, problem elimination, customer satisfaction, and asset management.
• Worked with senior level managers to provide improvements to systems both at the network level and the workstation level.
• Provided feedback, mentoring, training, and escalation point for Technical Support Group technicians.
• Researched and recommended solutions for hardware upgrades, call tracking system, workstation upgrade process, and imaging for deployment of multiple systems.

3/07 9/11 Confidential,
MANAGER GLOBAL ASSISTANCE CENTER
Oversee the day-to-day activities of the GlobalAssistance Center of 8 person Help Desk and 12 field offices in multiple countries nationally and globally (UK, France, Germany, Asia, Australia, Puerto Rico) in support of resolving users’ issues using a world-class support philosophy and methodology.Worked closely on projects impacting Global initiatives of Oracle ERP with Telecom, Systems, and Network Engineering departments to correct issues reported and improve systems availability.

• Established operational objectives and work plans, set priorities, and delegated assignments.
• Monitored performance metrics and made improvements based on data.
• Provided 24x7 technician coverage as needed.
• Worked toward implementing “follow the sun” global support.
• Implemented new call tracking system (BMC Service Desk Express) for global technician use.
• Implemented SOX and ITIL standards for processes and procedures used by IT department for audit control.
• Increased first call resolution rate to 90% immediate or same day.
• Responsible for hiring, mentoring, training, and disciplining technical staff.
• Worked with various business units to provide new or improved tools for their use.
• Worked to deploy Surgisoft (consignment inventory product) and Salesforce.com applications for sales force as they interfaced with Oracle ERP system.
• Acted as technical support for complex and difficult issues.

12/05 3/07 Confidential,
INSIDE SALES CONSULTANT
Worked with outside sales team and Solutions Architects to create hardware and software solutions for clients.

• Created quotes for hardware, software, and services based on client needs.
• Provided alternate solutions based on product availability.
• Resolved any issues that would prevent deliverables from being met.
• Tracked and monitored order status to ensure 100% customer satisfaction.
• Stayed abreast of all trends in Information Technology and attended training on various product lines.

5/02 10/05 Confidential,
IT HELPDESK MANAGER AND FIELD SUPPORT MANAGER
Managed Technical team of 10 field support and 5 helpdesk technicians to support 800 users in 45 branch offices nationally.

• Implemented call tracking system (Track-It!) to ensure timely resolution of users’ issues.
• Reported to Chief Technology Officer on a daily basis for all activities of the helpdesk and field support teams.
• Maintained all inventory (hardware and software licensing) for corporate and branch offices.
• Implemented Video Teleconferencing capabilities in 45 offices across several regions.
• Acted as technical support for complex and difficult issues.

9/00 11/01 Confidential,
LEVEL 2 HELP DESK MANAGER
Managed staff of 8 Level 2 helpdesk technicians in support of company’s tax product applications to 35000 end users globally.

• Reduced ACD call abandon rate from 11% to less than 4%.
• Utilized Microsoft products, root cause analysis and Crystal Reports to determine call volume, specific issues, staffing levels needed, forecasting, and SLA performance.
• Provided guidance, training, and career path goals for direct reports.
• Worked with other business units to provide best possible support of their new products.
• Established and enforced Best Practice solutions for resolving issues and conflicts as well as establishing escalation paths in the event of application issues.
• Managed expansion and accuracy of Tax Product Support knowledge database.
• Presented reports to the Director of Tax Product Support Services on a daily basis to update progress and performance of our support of new and existing products.

ADDITIONAL RELATED EXPERIENCE

8/99 6/00 OPERATIONS AND TECHNICAL PROJECT MANAGER INACOM INFORMATION SYSTEMS

1/94 7/99 TECHNICAL FIELD SERVICE SUPERVISOR ENTEX INFORMATION SYSTEMS

4/88 1/94 SENIOR FIELD SERVICE ENGINEER BUSINESSLAND

1/87 4/88 TECHNICAL INSTRUCTOR/DEALER TECH SUPPORT BROTHER INTERNATIONAL

CERTIFICATIONS

• Certified Help Desk Manager STI Knowledge
• A+ Certified Technician 9BGDTT1091
• Association for Services Management International 82410
• Project Management SkillPath MS Project
• Supervising Off-Site Employees American Management Association Int’l
• Inventory Control Management American Management Association Int’l
• Additional Management courses: Facilitating Change, Conflict Management in the Workplace, Project Management, Managing Resources and Time for Change Management, ITIL Framework
• Vendor certification: IBM, Dell, HP, Compaq, Toshiba
• IBM Problem Determination and Warranty Procedures

TECHNICAL SKILLS

Hardware IBM, Dell, HP/Compaq PCs, printers, and servers Software MS Office Suite 97 thru 2010, Windows XP thru 7, Avaya CMS and BCMS Vu (ACD Call tracking), BMC Service Desk Express, Remedy, and Track-It!call tracking systems, PeopleSoft, Oracle

EDUCATION: Confidential