, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Focused Director with demonstrated talent in organizing work, establishing priorities and delegating tasks to meet service delivery requirements. Skilled in communicating to meet performance and productivity requirements while ensuring compliance with policies and regulations. Proven expertise in BPO and corporate structure.
Skills
Knowledgeable and approachable with demonstrated ability to drive to clear action and ownership
Ability to apply detailed knowledge of organizational procedures to make independent decisions and serve as credible resource for executive management team
Strong leadership skills, able to influence and drive results through organization and stakeholder management
Ability to apply detailed knowledge of organizations procedures to make independent decisions and serve as credible resource for all stakeholders involved
Broad technical knowledge of all IT scope (Infrastructure, DevOp's, End User Support, Omni-Channel)
Strong ability to project manage using ITIL strategy and AGILE processes
Knowledgeable in Corporate Budgeting and Forecasting with focus on cost saving strategy
Assumes full accountability for performance and profitability of all areas of department
Strong analytical ability, judgement, and problem analysis techniques
Pro-active self learner
Work History
07/2020 to CurrentGlobal Director, Omni-Channel SolutionsCambium Learning Group | Concord, MA,
Oversees overall daily operations of Omni-Channel Department. Provides strategic direction and oversight in areas of Telephony and Digital Channels.
Planned and arranged meetings with external organizations and individuals, enabling all parties to meet and discuss project progress.
Gathered requirements, defined scopes, allocated resources and established schedules meeting or exceeding project demands.
Collaborated with project owners and team members to set ambitious but achievable goals, while keeping members on-task and productive.
Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
04/2019 to 07/2020Global Helpdesk Manager Chenega Mios | Washington, DC,
Managed help desk of 3 global regions and conducted performance evaluations.
Identified and solved technical issues using variety of diagnostic tools and tactics.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Performed tests of functionality, security and performance of different workstations and devices.
Devised solutions to operations issues, working closely via phone, email, live chat and web teleconference.
Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Oversight on ticketing system to manage and process support actions and requests.
Developed and tested new product offerings prior to release to assist development team in bug identification.
Monitored problem management database and followed up with assigned personnel.
Assisted customers with product selection based on stated needs, proposed use and budget.
Transitioned company from helpdesk model, to service desk model allowing more proactive approach to client needs and issues as well as effectively reducing workforce resulting in better KPI's with less overhead
01/2017 to 04/2019Senior Helpdesk TechnicianPCCWTeleservices | City, STATE,
Recruited, trained and supported help desk technicians and representatives.
Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Patched software and installed new versions to eliminate security problems and protect data.
Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Conducted in-depth product and issue resolution research to address customer concerns.
Provided on-call support for critical issues
Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
06/2015 to 01/2017Helpdesk TechnicianPCCWTeleservices | City, STATE,
Analyzed issues to identify troubleshooting methods needed for quick remediation.
Configured hardware, devices and software to set up work stations for employees.
Provided Tier 1 IT support in clear terms to non-technical internal users through desk side support services.
Monitored systems in operation and input commands to troubleshoot areas.
Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
Performed tests of functionality, security and performance of different workstations and devices.
Education
Expected in 05/2002High School Diploma | Harrison Central Jr./Senior High School, Cadiz, OHGPA:
Accomplishments
Winner of the 2015 Service Excellence Award
Certifications
Google Cloud Certified Administrator, Google - 2019
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.