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Project Manager focused on Learning Management Systems or Customer Service Resume
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| Desired Industry: Customer Service/Technical Support |
SpiderID: 19754 |
| Desired Job Location: Lawrenceville, Georgia |
Date Posted: 3/8/2008 |
| Type of Position: Full-Time Permanent |
Availability Date: 3/17/08 |
| Desired Wage: |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: High School/Equivalent |
Willing to Relocate: Undecided |
Objective:
Award-winning highly accomplished and motivated Certified Call Center Professional with proven track record of leadership, rapport-building, resourceful problem-solving, and communication skills.
Experience:
9/2007 - Present
Learning Management Administrator
IBM (Spherion) Atlanta, GA
* Provide third level support for IBM Learning Management System which included but was not limited to testing and troubleshooting technical and/or content related issues for web based training, Notes based courses, and self paced offerings.
* Perform administrative functions for Centra Virtual Classroom sessions. Completed Centra Instructor training and possess skills needed to administer Centra sessions to learners.
* Act as SME on multiple projects to ensure support team's effectiveness in quality, knowledge, and meeting required SLAs.
* Responsible for reviewing pending and closed issues to completion and ensuring the team's resolution time meets or exceeds expectations set by SLA.
1/2003 - 9/2007
Senior Network Service Coordinator
Convergent Media Systems (Technicolor, A Thomson Company) Alpharetta, GA
* Served as senior team leader and second-level support to first-level technical support team. Mentored and provided support to leaders of other teams within the Client Services division. Managed day-to-day operational activities for assigned accounts and the Client Services division.
* Point of contact for escalation of broadcast issues, and general problems associated with business television, virtual classrooms, and learning management system support. Regularly scheduled and booked elements of client transmissions.
* Created and processed client invoices for transmissions paths. Reconciled and approved broadcast, vendor, and temporary agency invoices.
* Used Microsoft Solution Framework or Six Sigma techniques for project organization and served as Project Manager for creation of new applications and processes.
* Hired new call center agents. Worked closely with staffing agencies. Developed processes and training for new helpdesk divisions. From successful implementation of new division withing the Client Services team, more new contracts were earned that resulted in significant increase of revenue generation.
* Created reports of upgrades, market changes, and developed action plans to ensure core customer satisfaction. Maintained systemic database associated with cost revenue to confirm correct billing and eliminated erroneous cost. Reported to and provided analysis to Vice President of Client Services. Provided monthly statistical reporting directly to CFO and VP of Human Resources.
* Attended weekly Account Management staff meetings. Required to participate in client meetings/conference calls scheduled by the Account Manager for assigned accounts.
9/2000 - 1/2003
Technical Service Coordinator
Convergent Media Systems Alpharetta, GA
* Developed and maintained knowledge of all equipment and configurations utilized within the Client Services satellite network.
Equipment knowledge included but was not limited to various Scientific Atlanta Powervu IRD models, GI 2200 and 4200, KU/C band steerable satellite dish receivers, set top boxes, convenors, and VOIP configurations used for Interactive Distance Learning.
* Acted as an expert contact for all customer trouble calls. Maintained a 90% first contact resolution rate.
* Monitored and followed-up all trouble calls for the Client Services satellite network. Provided input into department’s short/long-term servicing strategy.
* Ensured that all site-specific data in Clarify CRM was accurate and complete.
* Assisted in monitoring and tracking of all inventory used in the network. Dispatched technicians and equipment for the problem if the sites experience situation that can not be resolved over the telephone.
* Conducted training sessions on satellite equipment used in each network for staff and clients.
* Held primary responsibility as administrator of internal support for the internal portal site used for employee communications and online access to company database programs.
6/2000 - 9/2000
Technical Support Specialist
Compaq (contractor) Alpharetta, GA
* Duties included researching customer accounts to deliver accurate data and resolution to minor and major PC problems via a telephone and E-mail interface.
* Assisted with connectivity problems and assigned technicians to a particular location for direct assistance if normal telephone procedures were not successful.
* Responsibilities also include updating passwords and adjusting e-mail settings for POP-3 accounts and normal home delivery based e-mails.
* Participated in personal web page support- provided necessary technical support to ensure callers could connect to the File Transfer Protocol Server, this included assisting with FTP clients, providing addresses and support for newsgroups and browsers.
Education:
Tallwood High School, Virginia Beach, VA.
Computer Science, Norfolk State University
Norfolk, VA.
Affiliations:
Certified Helpdesk Professional, STI
Reference:
Linda Trapp
VW Corp
Auburn, MI
Work (248)761-4288
Alnisa Faiz
190 Bluegrass Valley Parkway
Alpharetta, GA 30005
Work (770) 369-9308
Cherise Burton
190 Bluegrass Valley Parkway
Alpharetta, GA 30005
Work (770) 369-9420
Candidate Contact Information:
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