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0-5 years of experience
Managed the 24/7, day-to-day operational functions of the global IT support and customer-facing product support teams. Examined existing processes to discover opportunities to increase effectiveness and raise service levels in a dynamic environment.
- Implemented a globalized ITIL V2, which improved all 75 Tier 1 Services availability, and met all business SLAs through creation of a Known Error database.
- Facilitated troubleshooting by mapping architecture of applications used in a system of multiple operating silos, resulting in SLA and BCP planning improvements.
- Cut data center cooling costs by 50% through server virtualization and SAN implementation.
- Migrated Trading rooms, Exchange Floor locations, Mergers, and Data Center, consistently coming in under budget and on time; managed budget for all capital and operating expenses for IT infrastructure-related projects.
- Directed all IT infrastructure personnel through high-severity, mission-critical outages.
- Managed the deployment of a new HP SAN, moving all file server data and all SQL and Oracle databases from local disk, which improved uptime and availability.
0-5 years of experience
Led operations team and groups from product development in post-incident problem resolution utilizing the ITIL service delivery model.
- Developed and implemented ITIL best practices processes and procedures.
- Conducted initial site incident investigation, collected essential information across all technical disciplines, identified root causes, determined tasks to prevent recurrence and drove their execution.
- Played an integral role in the process of determining causes for impact to availability and their ultimate resolution. Drove project implementation plans that enhanced system reliability.
- Conducted critical reviews of changes to the PayPal site through technical review, prioritization, scheduling and implementation.
- Successfully drove the largest data center move in PayPal history, as a member of the tiger team, while minimizing impacts on site availability.
- Achieved a seamless merger of half.com with eBay operations; as a member of a team of three key people, planned and implemented project, operations procedures and operations team training.
0-5 years of experience
Analyzed technical issues within clients’ systems and assessed subsequent business impacts
- Liaised with [company name] development teams in the effective implementation of solutions to meet clients’ business
- Identified and recommended proactive measures to improve clients’ existing infrastructure (50% reduction in the number of incidents in three months)
- Led multiple teams and held responsibility for team members’ adherence to contractual requirements and timelines
- Reported team progress to senior management
- Rated Top Performer in first eight months; received recognition from senior managers in Denmark
- Appointed to lead a client account within 9 months of joining [company name]
- Personally requested by senior management to lead a deteriorating client account, and successfully turned it around within a month
0-5 years of experience
Hired and trained customer service representatives to answer and resolve incoming calls. Documented all procedures and created manuals for training all internal and external staff. Supervised team of thirteen support desk technicians remotely assisting more than 4,500 users with call volumes of approximately 7,000 per month. Created yearly and quarterly reviews to ensure staff development. Managed information systems operational activities including assignment of tasks and evaluation of resource priorities. Utilized ACD Concerto/Aspect reports to assess call volume and adjusted staffing accordingly. Analyzed trending data to create knowledgebase for help desk. Hired, motivated, and managed a support team to accomplish the company’s business needs.
- Created customer service measurement tool, analyzing and distributing to all information technology managers to assure customer satisfaction.
- Developed online self-serve tool to assist customers in resolving technical problems.
- Established service-level agreements by negotiating with business units and information technology managers.
- Participated as change control approval board member.
- Implemented problem management process involving complete root-cause analysis. Coordinated and ran meetings to determine root-cause of issues by analyzing incidents and trends.
0-5 years of experience
Supervised over 35 people supporting U.S. Central Command, CCJ6 Service Desk, PC Maintenance, Reprographics, and Training sections.
- Coordinated all areas of customer service support for over 3000 users located in Tampa and throughout U.S. Central Commands Area of Responsibility.
- Managed Incidents and Change Requests utilizing CA Unicenter Service Desk.
- Created Operating Level Agreements between Customer Service and various other support sections and wrote the Standard Operating Procedure for CCJ6 Incident Management.
- Consolidated Walk-In Customer Service Section and Help Desk allowing for cross training of personnel in support of CENTCOM’s mandated 33% manpower reduction.
- Provided high level management of CENTCOM’s Desktop Upgrade Project consisting of the upgrades to over 6,000 computers in Tampa and Qatar.
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Problem Manager
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
