Description
PROFESSIONAL SUMMARY Professional Summary: IT professional focused on Technical Support and the customer experience. I had the drive to achieve the top Technical Support position which was a Principal Support Engineer. It was by request from a VP that I was promoted to a Support Delivery Manager role which I occupied for over 6.5 years. Managing large Mainframe product areas such as Database Management and Access & Compliance. Part of my duties included interfacing with a large customer base spanning multiple industries, monitoring stats, proactive customer calling, handling customer escalations while working with a large network of internal groups. Professional Summary: IT professional focused on Technical Support and the customer experience. I had the drive to achieve the top Technical Support position which was a Principal Support Engineer. It was by request from a VP that I was promoted to a Support Delivery Manager role which I occupied for over 6.5 years. Managing large Mainframe product areas such as Database Management and Access & Compliance. Part of my duties included interfacing with a large customer base spanning multiple industries, monitoring stats, proactive customer calling, handling customer escalations while working with a large network of internal groups. Managed Working as part of the QC staff, I review surveys that have been completed by Merchandisers or Installers for various jobs. The review includes comparing completed work against a Plan-O-Gram (POG) and validating the work submitted. a Mainframe business unit which included large revenue generating products such as Database Management tools and Access & Compliance Interfacing with a large customer base spanning multiple industries. Worked with a large network of different internal groups leveraging knowledge and assistance for the benefit of a quicker customer resolution. Proactively monitored key statistics which assisted in an incentive bonus for the support organization. Escalation issue management. Engaged in cross functional management calls reviewing product development status of products and
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