Led technical system resolution for Client, ensuring 100% customer satisfaction. Challenged to resolve Sears network issue, after previous engineers were unable to solve problem. Initiated client relationship management techniques, focusing and guiding multiple participant input. Conducted in-depth evaluation, identifying cause of network problem. Implemented complex technical process into clear instruction, quickly resolving problem.
Improved unresolved software efficiencies 35%, reestablishing company standards in three weeks. Selected to reduce unresolved software issues of recently acquired company. Analyzed processes and procedures, developing operational strategies to resolve problem. Trained new technical staff on implementation and maintenance of company requirements, establishing schedules and communication with engineers and clients. Won service award.
Stabilized key account, regaining vendor confidence and fostering growth of revenues. Provided leadership and oversight when ineffective software conversion process and support caused Disney to consider termination of contract. Drove all communication between cross-functional teams and clients, ensuring deadlines and accurate reporting of information. Resolved software issues in timely manner, exceeding customer satisfaction.
Developed case management training program, enhancing skills and project efficiencies. Tasked to create training program for IT support staff, based on history of superior project management and resolution techniques. Developed and implemented procedures, methods and tools, providing in-depth knowledge of effective IT practices. Built accountability, reducing errors and managing work requests more effectively.