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Leadership Development Associate Resume Example

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LEADERSHIP DEVELOPMENT ASSOCIATE
Professional Summary

Proven team leader and motivator with 25 years of network, telecommunications, and technical support center experience with an uncompromising commitment to operational excellence seeking a Senior Management position at Capital One. Committed to a high level of customer service leading multi-tiered teams across multiple locations to maintain the stability and availability of technical platforms for both internal and external customers.

Work History
Company Name- Leadership Development Associate
City, State10/2013 - Current
  • Provides leadership and direction to solution development and delivery teams leveraging Agile principles to model solutions to architectural best practices and guidelines.
  • Works with the product team to plan sprints, develop features and prioritizes product team backlog.
  • Conducts performance reviews and coaching.
  • Engaged in daily standups and planning initiatives to constantly evaluate opportunities for improvement.
  • Develops infrastructure strategy and operational policies, standards, and processes tailored to agency and department missions.
  • Drives to achieve Service Level Objectives, restoring service in the event of service failure, identifying root cause, and implementing recommended actions to prevent future service interruptions.
  • Develops training plan and coordinates training activities for new team members.
  • Leads staff in daily operations, monitors intake of work and service requests, assigns work as needed for continual service and support.
  • Maintains network and Unified Communications hardware and software.
  • Performs troubleshooting to isolate, diagnose and correct telephony, Unified Communication technologies and network problems for over 18K agent offices and 300 operation centers.
  • Analyzes problems, tests new solutions and monitors networks to ensure availability to Systems users.
  • Facilitates resolution of escalated issues and serves as a point of contact for business-facing leads, providing direction on a variety of technical related issues for the Voice and Network teams.
  • Leads component planning, business continuity, while serving as a mentor for technical analysts and engineers.

Company Name- Information Technology Support
City, State11/2011 - 10/2013
  • Services Team Lead at State Farm.
  • Served as a point of contact for telephony and network related issues, escalating to Tier 3 teams and managed vendor dispatches.
  • Served as triage and escalation point for agent office network and telephony outages.
  • Monitored daily team workload, prioritized incidents based on severity and made necessary scheduling adjustments to provide sufficient staff coverage.
  • Reviewed incident tickets, provided constructive feedback and guidance to team members when appropriate to improve ticket documentation, troubleshooting, closure times and customer satisfaction.
  • Collaborated with 2nd and 3rd level teams to create, update, and approve knowledge items.
  • Retired outdated and duplicate knowledge items to improve reliability of knowledge base.
Company Name- End User Support
City, State06/2011 - 11/2011
  • At Verizon Wireless (contractual).
  • Managed installation projects for retail stores and networking telephony sites.
  • Served as primary contact with outside cable vendors.
  • Performed moves, adds, and changes for retail stores and internal staff on enterprise Cisco Unified Communications Manager and Cisco Unity platforms.
  • Provided system support and troubleshooting on Cisco enterprise platform and Aspect Call Center for five regions.
Company Name- AZNet IPT Team Lead
City, State09/2007 - 06/2011
  • Coordinated and administered moves, adds, and changes for the State of Arizona government agencies on Cisco CallManager, Unity, and IPCC platforms within strict SLA requirements.
  • Implemented solutions for state agency users migrating to the Cisco IPT platform from Nortel TDM.
  • Resolved agency billing issues and questions utilizing call management tools.
  • Oversaw state government escalations for network related issues.
Additional Information
  • Managed the migration to new data centers for over 300K endpoints, and 2K call routing scripts from 42 Cisco clusters to 9 Cisco mega clusters with minimal downtime for customers. Developed staffing plans and migration schedules, including training, and mentoring for a team of 20 analysts, software developers and engineers. Increased efficiency of migrations by leveraging automation, Splunk dashboards and reporting which to replace manual discovery work across 300 locations by 90% which reduced the migration schedule from 18 months to 8. Led work to create, analyze and resolve system configuration audits utilizing Splunk against legacy Unified Communications (UC) environments. The result of the work reduced ongoing work for Support and Migration Teams by decommissioning over 10K user endpoints, 125 network devices/voice gateways, and disconnected thousands of carrier direct lines and circuits, for a cost avoidance over $200K. Drove all aspects of the Phoenix Hub location strategy including job postings, technical questions library, talent reviews, interviews, onboarding, and mentoring for a 3rd level support team of 11 new employees.
Skills
  • Strong Customer Service, Leadership, Communication, and Interpersonal Skills. Problem Resolution, Vendor Management, Team Management, Service Delivery and Technical Recovery.
  • SYSTEMS KNOWLEDGE
  • Splunk, Acme Packet/Oracle Session Border Controllers, AWS Connect, Cisco IOS, Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Intelligent Contact Manager Enterprise, Avaya, HP Service Manager, Big Panda.
  • Agile, Oracle
  • Agency, Performance reviews
  • Automation, Policies
  • Avaya, Problem Resolution
  • Billing, Processes
  • Cable, Reporting
  • Call Center, Retail
  • Cisco, Routing
  • Cisco IOS, Scheduling
  • Coaching, Scripts
  • Interpersonal Skills, SLA
  • Hardware, Staffing
  • Customer satisfaction, Strategy
  • Customer Service, System configuration
  • Delivery, TDM
  • Direction, Team Management
  • Documentation, Telephony
  • Features, Troubleshooting
  • Gateways, Vendor Management
  • Government
  • HP
  • Hub
  • Communications Manager
  • Team Lead
  • Leadership
  • Mentoring
  • Mentor
  • Office
  • 2K
  • Works
  • Migration
  • Monitors
  • Enterprise
  • Networks
  • Networking
  • Network
  • Nortel
  • Self-motivated professional
  • Relationship-Building
Education
DeVry UniversityCity, StateBachelor's Degree: Technical Management
DeVry Institute of TechnologyCity, State1993Associate Degree: Electronics Technology
Certifications
Cisco Certified Network Professional Voice Cisco Certified Network Associate ITILv3 Foundations
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Resume Overview

School Attended

  • DeVry University
  • DeVry Institute of Technology

Job Titles Held:

  • Leadership Development Associate
  • Information Technology Support
  • End User Support
  • AZNet IPT Team Lead

Degrees

  • Bachelor's Degree : Technical Management
    Associate Degree : Electronics Technology

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