Manager Resume Example Verizon Federal Service Desk

MANAGER

Career Overview

Results-driven IT management executive with 23 years of experience in diverse industries, including the United States Navy and Verizon. Expertise includes team leadership, technical architecture, project management, information analysis, and process improvement. Dynamic, resourceful, and extremely driven individual with a deep passion for creating and delivering programs and solutions that empower a team, company, and customer to meet and exceed desired expectations.

Qualifications

• Business process improvement

• Technical support

• Cost reduction

• Client relationship management

• Strong analytical skills

• Project management

• MS Office proficiency

• Strong communications skills

Accomplishments

Reduced customer credits by 12% through implementing ITIL V3 continual Service Improvement
Reduced Mean Time to Repair metric from 5.7 to 3.5 hours
Improved customer satisfaction net promoter score 3%
Avoided $1,325 departmental monthly expenses by strategically staffing resources
Established 32 critical policies and procedures to exceed customer business requirements and expectations

Work Experience

Verizon Federal Service Desk Cary, North Carolina Manager 01/2006 to Current

Ensure projects align with company processes, tactical planning, and strategic vision by reengineering applications and implementing process improvements
Consulted with fellow management team members and developers to determine needs, documenting best practices and reviewing code
Maintain continuous alignment of project scope with business objectives and make modifications to enhance effectiveness toward the intended result
Utilized reoccurring maintenance incidents to up sale or cross sale services in conjunction with the SalesForce Team
Investigated department processes and facilitated company becoming ISO9000-qualified
Solely manages 19 associates in the customer service assurance space
Perform resource allocation and workload assignment to ensure timely repair of customer service
Crafted 3 comprehensive business cases to justify automation and tactical enhancements focusing on strengthening internal support teams
First point of contact for all major technical issues, including power outages, system failures and disaster recovery
Leveraged associates talents to successfully deliver 4 hour Mean Time to Repair 2 consecutive years

Verizon Federal Service Desk Cary, North Carolina Project Engineer 01/2003 to 01/2006

Utilized Microsoft Office Excel, Word, and PowerPoint to create monthly employee schedules, track network outages, and process flow charts
Coached and mentored 13 by offering constructive feedback and taking interest in their long-term career growth
Established and maintained SharePoint knowledge-sharing repository for 52 associates throughout the organization
Developed and managed project plans while providing status updates to management
Built and maintained successful relationships with 3 suppliers and 7 customers to strengthen partnerships
Tracked and managed over 15 chronic service impairments on a monthly basis to ensure progress
Researched operational issues on various applications systems and databases to resolve complaints and answer inquiries
Provided thorough support and problem resolution to customers surrounding mission critical service impairments
Referred executive escalations to upper management while maintaining positive rapport with customer

Verizon Federal Service Desk Cary, North Carolina Network Engineer 01/1991 to 01/2003

Provided base level IT support to over 32 Federal and State agencies surrounding data connectivity
Processed an average of 17 complex circuit impairments daily
Trained new employees and explained troubleshooting protocols clearly and efficiently.
Demonstrated in depth knowledge of DS0, Fractional T1, T1, T3, Frame Relay, Ethernet, and MPLS IT architect solutions
Perform proper trouble ticket entry and management and escalate to vendors and suppliers when appropriate
Engaged Advanced Technical Support and Hardware vendors in resolving reoccurring IT infrastructure anomalies
Utilized Alcatel and Tellabs 5500, 1631, 1671, 532L series DACS to monitor network availability, performance, and to perform preliminary circuit isolation
Performed intermediate Cisco 2600 Router and Cisco 2700 Switch configurations

United States Navy Virginia Beach, Virginia Telecommunications Technician 01/1991 to 01/1999

Performed monthly security audits to ensure classified material was destroyed and handled by personnel in accordance to local instructions
Annotated Reported, and Tracked facility circuit outages, hardware failures, and equipment repairs as well as reported to the appropriate local authority
Established and maintained 12 secure data links between naval ships and shore facilities during heighten national security alerts
Created and maintained automated message routing databases for 49 shipboard subscribers
Scheduled and performed weekly, monthly, quarterly, and annual preventive equipment maintenance

Education and Training

BBA: Business 2013 Strayer University, Morrisville, NC

MBA: Business Management Strayer University, Morrisville, NC

42% Complete

Certifications

ITIL V3 Foundation Certification 2011

Certified Associate in Project Management 2013 - Project Management Institute

CompTIA Network+ 2013

CompTIA Strata 2013

Six Sigma Yellow Belt 2013 - Management Strategy Institute

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Manager Resume Example

Resume Score: 90%