Verizon Communications Work Values

Daily Duties at Verizon Communications:

Directed a team of 120 resources to successfully manage Production Support and Testing for Customer Care Application that supported 500K customer database, 5000+ desktops, and several hundred servers. This included managing the Help Desk Team, Production Support Team and providing client site support. • Resolved all production issues with Customer Care Business and Consumer Customers Applications. This included supporting several Front-end and Back-end Systems. • Supported more than 5000 Desktops and several hundred servers in 7 locations across the US. • Ensured server availability to meet customer expectations. • Supervised Service Desk in handling an average of 100 calls daily. Implemented process to address calls more efficiently. • Developed phone ticket escalation and monitoring process which improved interaction with internal and external customers. • Managed the identification and implementation of resolutions. • Coordinated release implementations through Service Desk with Operations applying Endpoint Management. • Developed training documentation for Service Desk, Application Team and End Users. • Provided pre-installation release test/sign. • Managed $10 Million annual staff/consultant budget • Maintained Test and Production Databases. • Managed the Customer Care Help Desk Teamwhich provided real time help to users in the field and worked with network to ensure order flow-thru. • Developed robust ticket process that provided real time ticket information. • Ensured managers provided mid-year and EOY appraisals. • Interviewed and hired new resources. Successfully hired several resources to provide programming and service desk support. * Provided mid-year and end of year apprasials, and input into team members annual bonus. Received the Verizon President's Award for the success of this team. Responsible for managing Contractors Statement of work and negotiating rates. Responsible for Client Management. Which means communicating with clients, understand their requirements and addressing all issues and expectations.

What they like about Verizon Communications:

You highly value a work environment built on a formal structure, rules, and regulations. You do not enjoy the unpredictability of shifting priorities and deadlines that upset your routine. You require and enjoy direction, input and accountability as part of your work environment. You have a strong need to participate in making key decisions and feel left out if your superiors or co-workers do not seek your input when making decisions. You thrive on providing good customer service to both internal or external customers, and doing so makes you feel good.

Tags

Microsoft Office, Project Plans, Project Metrics, Executive Status Report, Client Communication, Management, Appraisals, Billing, Provision, Support

Skills

Communication, Metrics, Executive Status Report, Resource Management, Manage and track hardware, software, and memory, Project Management, Management, Appraisals, Billing, Provision, Support

These are some of the questions we asked our climbers about their experiences with Verizon Communications: