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Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Summary
Versatile, self-motivated, hands-on Operations and Customer Technical Support Manager with an Engineering caliber technical background, client facing and people management skills including 15 years of experience leading diverse Technical Operations and Managed Service Support Teams.
Skills
Expert Remote Troubleshooter Custom Tools Development C, Visual Basic, Assembler Requirements Writing Technical Writing MS Office & VBA Automation Database (Access, MySQL) UNIX, Microsoft Windows WEB (HTML, JSP) VOIP, TCP/IP, SIP, LNP, DNS Ticket System Design and Admin Hardware Design
Education and Training
Monmouth University , Expected in 1988 Masters of Computer Science : - GPA :
Rochester Institute of Technology , Expected in 1981 CCNA training 1997 - George Washington University - Masters Certificate in Project Management : Bachelors of Electrical Engineering Technology - GPA : Bachelors of Electrical Engineering Technology
Certifications
Recruiting, Training, Team Building Process/Workflow Development Global Team Management 24X7 Incident Management Liaison to Major Accounts Oversight of Outsourced Teams Liaison to Business and Tech Teams Reporting of KPIs vs. SLAs Saas Operations On-Boarding Employee Issue Resolution Performance/Salary Appraisal
Accomplishments
  • Created and marketed HW and SW for the first IBM compatible color Slow Scan Television System.
  • Created and marketed a novel device and SW to add computer control to police scanners.
  • Developed a program used by food sensitivity testing labs to create a customized rotation diet based on a patient's test results.
  • The VBA program utilizes Microsoft Office (Excel, Access, and Word) automation.
Experience
Hyatt Hotels Corp. - Manager
Cambridge, MD, 01/2003 - 01/2015
  • IDT/Net2Phone's Network Cable Telephony Division Service Ops Team Management - Recruited and trained a 9-person team to support a managed VOIP service platform and a shared Operations Support System delivered as Saas.
  • Resolved fallout from our clients' PacketCable device provisioning, number porting, and service order processing.
  • Resolved call quality, call feature and billing issues.
  • Maintained a high level of customer satisfaction over a 10-year period that directly contributed to our largest clients renewing their long-term contracts twice so far.
  • Technical Ops Team Management - Additionally managed a 9-person 24 X 7 Network Technical Operations team.
  • Established infrastructure and application monitoring and follow-up procedures.
  • Instilled discipline that ensured the high availability of our platform that was required to meet our contracted SLAs.
  • Wholesale Carrier Inbound Call Center Management - Overhauled a 23-person, 24 X 7 Wholesale Carrier Call Center with agents located in 5 countries to resolve call quality issues that were reported in trouble tickets, emails and phone calls.
  • Created ticket system workflows that assured better communication with clients.
  • Raised the team's technical competency and communications skill level to among the best in class by documenting procedures, training, monitoring and making corrections.
  • Specified and tested tools that reduced investigation time by more than 25%.
General Dynamics - Distinguished Member of Technical Staff
Fort Bliss, TX, 01/1981 - 01/2002
  • Contributed to the development of novel and leading edge HW and SW projects as an Architect, Designer, Team Lead, and Project Manager.
  • Managed a Customer Technical Support Team for the Lucent's VOIP gateway products.
  • Project Manager for the development of Lucent's VOIP Gateways.
  • Project Management responsibilities for a 32-person technical team working on multiple projects that included - Interactive TV set-top-box, CATV interdiction system, cable modem receiver, Internet Kiosks, Ship-to-shore email, home automation, VOIP outsourcing and graphical screen telephones.
  • Lead Architect and Project Manager for the development of a CATV based consumer video conferencing system.
  • Coordinated design efforts of engineers in multiple AT&T locations and at contract houses.
  • Presented project status updates to senior Managers for whom this project was an important strategic initiative leading to AT&T's entry into the CATV business.
  • Designed novel, complex, state-of-the-art circuit boards for teleconferencing systems, 3D graphics computers and Medical Image Archival and Communications systems (PACS).
  • Presented at trade shows.
Skills
3D, Architect, art, Automation, billing, C, Cable, Call Center, CCNA, contracts, clients, customer satisfaction, Database, DNS, edge, email, Gateways, gateway, graphics, Hardware Design, HTML, Image, JSP, Team Building, Team Lead, MANAGEMENT SKILLS, Access, MS Office, Microsoft Windows, modem, MySQL, Network, novel, PACS, Project Management, quality, Recruiting, Reporting, strategic, System Design, TCP/IP, Team Management, Technical Support, Technical Writing, Telephony, telephones, Phone, TV, trade shows, UNIX, video conferencing, Visual Basic, VBA, VOIP, Workflow

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Resume Overview

School Attended

  • Monmouth University
  • Rochester Institute of Technology

Job Titles Held:

  • Manager
  • Distinguished Member of Technical Staff

Degrees

  • Masters of Computer Science
  • CCNA training 1997 - George Washington University - Masters Certificate in Project Management

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