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.