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| Manager Customer Support | | | Ref. Number: | CRM11303 | | |
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| Personal Information |
| Personal Profile: | Technical and customer support professional with 11 years experience serving talent management, financial information, online recruiting, and internet technology industries.
Adept at resolving high profile client issues and solidifying client relationships
Effective in enhancing the customer support experience through the use of technologies
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| Education: | Bachelor Degree |
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| Date of Availability: | 1 months notice |
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| Current Position |
| Current Job Title: | Manager Customer Support |
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| Current Location: | Arlington, VA |
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| Current Salary: | 60-80,000 $ |
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| Preferred Position |
| Preferred Job: | Manager Support Technologies |
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| Preferred Location: | Sterling, VA |
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| Preferred Salary: | 80-100,000 $ |
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| Education | 1995 George Mason University B.S. Earth Systems Science
2003 Northern Virginia Community College: Java Programming
2001 Learning Tree International Introduction To SQL Server
1998 Tecknowledge Corporation TCP/IP Fundamentals
1998 Orange Technologies
NT 4.0 - Administrating, Supporting Core Technologies,
Enterprise Technologies
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| Working Experience | Tier 1 Support Manager 2007
Lead Customer Support Representative 2006
Tier 2 & Tier 3 Customer Support Representative 2002-2005
Plateau Systems Inc., Arlington VA
Accomplishments:
Developed (technology and offering), priced, and currently manage Tier 1 Support Center
Led implementation and continue to administer new CRM and CTI software
Developed and released eSupport client self-service web site
Responsibilities:
Manage implementation of Tier 1 support processes for federal and commercial clients
Manage two Tier 1 agents
Respond to all Tier 1 customer stake holders providing monthly reports, meetings, and other escalated needs
Point person for Tier 2 and 3 management/support issues and process development
Escalation point for critical issues on high profile customers
Consult with Engineers, Product Management, and Programmers to drive resolution on client issues.
Technical/Customer Support Analyst 2000-2002
CareerBuilder Inc., Reston, Virginia
Accomplishments:
Assisted in sealing a $486K renewal with Careerbuilders largest client, effectively increasing the contract by 33%
Developed and implemented a support and conversion plan from an outsourced vendor to an in-house solution resulting in $500K annual savings
Created and managed new processes for internal department escalations to Technical Support involving design changes to the Customer Relation Management (CRM) software (Pivotal)
Designed and implemented a bug tracking procedure highlighting the revenue impact of outstanding client issues and prioritizing changes to products
Responsibilities:
Provided trend analyses on support issues to upper management
Created procedures and training materials for technical, customer, and account support departments
Supported the process of bringing up new affiliates within the CareerBuilder Network of career sites and acted as primary contact for any technical support related needs
Provided 2nd tier support to CareerBuilder's Account Management, Customer Service, and Technical Support organizations
Senior Support Technician 1998 - 2000
Thomson Financial (formerly Primark, Inc.), Bethesda, MD
Accomplishments:
Managed migration of 300 key clients from legacy product to a new product platform effecting over 60,000 end users
Trained staff on networking fundamentals and TCP/IP
Received nomination for Excellence in Customer Service Award 1997,1998, and 1999
Technical Support Representative 1996 1998
Primary technical contact on Primark's two flagship Internet and database products
Served as second tier technical support on several CD-based financial analysis products
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| Other Skills | LAN/WAN Troubleshooting Oracle 9i and 10g DB Administration
Firewall Configuration HTML
Deploying and supporting WebSphere, Weblogic, and Oracle OAS Java Programming
JavaScript Visio
IIS, Apache, iPlanet Web Server Configuration SMTP
Photoshop ASP
Dreamweaver MX XML
SQL Server 7 Administration Windows 95/98/2000/XP Administration
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