Business Analyst / Technical Engineer / Training And Development

Service Development / Workflow and Process Improvement / Customer Service / Training

Crisis Management / Quality Assurance / Needs Assessment / Critical Account Management

KEY QUALIFICATIONSTeam Lead, uncovering and implementing root causes of issues within the teams, and finding solutions to help improve engineer capabilities and customer relations.

Developed and implemented customer support process improvements for large and small companies, ensuring quality assurance for end user.

Trouble shooter and problem solver involved in analyzing and solving multiple simultaneous complex business situations for customers and engineers.

Liaison with IT engineers and business executives, enhancing service delivery and exceeding client expectations.

Drove critical technical support projects to successful completion resulting in high customer satisfaction and retention of loyalty.

Solid technical knowledge with ability to analyze, simplify and communicate complex problems to everyone from customers to executives, junior engineers, marketing teams, etc.

Trained and mentored support staff, enhancing knowledge and skills while meeting corporate objectives.

Natural leader and trainer with the ability to mentor superior performance.

Performs against tight deadlines and remains calm under pressure.

Results oriented professional with attention to detail.

  • Led technical system resolution for Client, ensuring 100% customer satisfaction

  • Improved unresolved software efficiencies 35%, reestablishing company standards in three weeks

  • Stabilized key account, regaining vendor confidence and fostering growth of revenues

  • Developed case management training program, enhancing skills and project efficiencies

Key Skills: Results oriented professional with attention to detail. Solid technical knowledge with ability to simplify and communicate complex problems. Trouble shooter and problem solver. Performs against tight deadlines and remains calm under pressure. Natural leader and trainer, able to mentor superior performance. Wins cooperation at all levels.

Technical Skills: Platforms: UNIX, MacOS, Windows. Networking: Cisco IOS, CatOS TCP/IP, BGP, OSPF, EIGRP, RIP, IGRP, IS-IS, HSRP, VRRP, QoS, DHCP, DNS, SSL, Multicast, PBR, ACNS, WAFS, SSL, IPTV, SLB, HTTP, ARP, GSLB, Caching. Tools: C3, CDETS, Emacs, Metrix SVO, Firefox, Iworks, Mozilla, Netscape, Outlook, PowerPoint, Unified Reporting, Word. Certifications: Cisco Certified Internetwork Expert and Cisco Certified Network Associate.

Selected Accomplishments

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.

Work History

Work History
1994 - 2008

Customer Support Engineer IV

Consistently promoted to levels of increasing responsibility for this $39B global leader in Internet Protocol (IP) based networking technology industry. Provided technical support projects for multiple industries, including financial, manufacturing, communications, airlines, entertainment and pharmaceutical. Led and trained cross-functional teams of engineers and support staff to resolve daily customer issues. Oversaw teams of up to 20 engineers and administrative staff. Received numerous customer service awards.

Jun 1992 - Nov 1994

Associate Customer Support Engineer

SynOptics

Provided technical support for multiple industries, including financial, manufacturing, communications, airlines, entertainment and pharmaceutical.

Earlier: Office Manager, Ms. Carita, Inc. and Micrometrics. Front Desk Clerk, Yosemite Park and Curry Company. Pharmacy Technician, Town and Country Pharmacy.

Certifications

Certifications
Jun 2007 - Present

Cisco Certified Network Associate

Cisco Systems, Inc.
Jun 1997 - Jun 2007

Cisco Certified Internetwork Expert

Cisco Systems, Inc.