SUMMARY

• Nine years of increased responsibility and experience in information technology supporting the pharmaceutical and hospital industry
• Four years of experience managing multiple large and small scale projects and programs, ranging from a global service desk expansion, two service desk relocations and ongoing continuous improvement initiatives
• Four years experience managing personnel with proven success mentoring and developing direct reports for promotional opportunities
• Excellent knowledge of all areas of business operations. Excellent time management, communications, decision making, presentation, human relations and organizational skills.
• Proven track record of excellent customer service with a focus on continuous improvement of the customer experience.
• Ability to establish and maintain effective relationships with customers and gain their trust and respect
• Ability to use analytical skills and critical thinking to diagnose issues and incorporate, develop or adjust business plans to achieve results.
• Experience working within a geographically distributed group, including managing offshore resources.

PROFESSIONAL EXPERIENCE

Support Specialist August 2011- Present

• Responsibilites include providing primary technical end user support of personal computer workstations and associated peripherals, including the diagnosis and troubleshooting of all organizational software, hardware and operating systems, remote devices (Blackberry, iPhone, iPad, laptops), printers, Windows XP, server 2008, Outlook/Exchange, MS Office Suite, networking, and Juniper VPN connectivity
• Provide support via phone, email, deskside and remote desktop utilities such as WebEx, LogMeIn and Windows Remote Desktop

Technical Support Supervisor, May 2011 – August 2011
Customer Service Supervisor, January 2011 – May 2011 
Client Account Specialist, October 2007 – January 2011 Client Contact, July 2006 – October 2007 Customer Service Rep 1 & 2,May 2003 - July 2006

• Duties included supervising and mentoring a team in a technical customer support environment on multiple computer applications and platforms, client SFA software and hardware troubleshooting
• Worked closely with the Customer Service Managers (CSM) to ensure day to day operations were maintained, and acted as point of contact for Client and Internal teams when CSM was not available
• Worked closely with Client Home Offices and multiple internal Cegedim departments (Clarify team, Hardware Services, Training , Sales and Account Management) and third party vendors to provide support to clients’ field and home office users
• Assisted in developing and implementing account specific strategies at the Service Desk level of our business. Ensured that account strategies were understood by all Service Desk level personelle involved in the delivery processes.
• Acted as the main point of contact between the Client and the Cegedim Service Desk team on Client business rules, troubleshooting processes, reporting and other upcoming and ongoing events
• Data analysis and report generation of Monthly, Quarterly and Annual stats both internally and for the client. Analysis of call patterns, case metrics, and customer satisfaction based on historical patterns and forecasting to improve based on lessons learned
• Identified opportunities for training, knowledge updates and other areas that would increase First Contact Resolution (FCR) and Customer Satisfaction and decrease talk time and/or time to resolve
• Proactively identified process improvement opportunities and supported continuous improvement initiatives
• Set performance goals for CSR\'s and continuously monitored individual employee adherence to those goals and conducted annual reviews
• Experience with online survey tools: CheckBox, Ultimate Survey and ConfirmIt, the setup, implementation and reporting as well as ongoing maintenance of thoese surveys
• Provided technical support for onsite and offsite client business meetings, product rollouts, and trainings
• Developed and reviewed troubleshooting solutions, documented client specific business rules, and internal SOP’s within KNOVA (Knowledge Management system)

Confidential
Two Service Desk Transitions

• Successfully transitioned Novartis Field Force Service Desk (NFFSD) operations from Atlanta, GA to Chesapeake, VA in Fall of 2006
• Member of the transition team to move Target Software support operations from Bethlehem PA to Chesapeake VA in the Fall of 2004

Confidential

• Successfully implemented a ramp up of global operations at Cegedim India for the Novartis Field Force Service Desk.

Confidential July 2002-April 2003 
Product Service Representative 
Provided technical support and troubleshooting assistance to end users of Canon products.

CERTIFICATIONS
CompTIA, A+ Certified Professional (July 2002)
Microsoft Certified Professional (MCP) (Windows 2000) (September 2002)
Microsoft Certified Technology Specialist (MCTS) (Windows 7)(November 2011) 
Help Desk Institute - Certified Help Desk Analyst (June 2004)
Help Desk Institute - Certified Desktop Support Technician (December 2011)

TECHNICAL SKILLS SUMMARY
Proficient with MS Office (Word, PowerPoint and Excel), Clarify CRM (AmDocs), experience supporting Seibel and Veeva CRM software, knowledge with Avaya CMS, knowledgeable with current network hardware, protocols, and standards, knowledgeable with PC hardware and software, Active Directory management via Active Roles and NetIQ interfaces, remote software installation via SCCM.

EDUCATION
A.A.S. Computer Information Science, ECPI College of Technology 
B. S. Physical Education, Old Dominion