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Provided day-to-day operations management to the technical support team Hired two level 2/3 technical support engineers - Acted as senior level management contact for several visible technical escalations - Project managed the following projects: o 2Wire Insight configuration and deployment processes o 2Wire instructor-led and e-learning training courses o Internal RMA process improvement and service entitlement - Developed and presented initial technical support case metrics to the executive staff Developed strong knowledge of Salesforce.com CRM Client - MCC Construction Corporation July 04 - July 05 Business Plan Consultant Millennium Construction Corporation is a start-up company in the residential remodeling and home improvement space.. AREAS OF EXPERTISE r Technical Support Delivery Outsourcing Customer Satisfaction Retention Strategic Planning Organizational Development Cross-functional Leadership Analytical Conceptual Problem Solving Aft e Change Management Human Resources Process Redesign Performance Improvement Budgeting TECHNICAL COMPETENCIES Network Interface Cards PCs Laptops Bridges, Hubs, Routers Network Servers LAN WAN Wi-Fi OSI Protocol Model Clarify Siebel Salesforce ADP MS Office MS Visio Windows XP SELECTED CAREER HIGHLIGHTS 3 Spearheaded the implementation of Cisco System’s first customer service outsourcing model in the US, alleviating hold times of 45+ minutes and increasing customer satisfaction scores to “exceeds expectations”.. CISCO SYSTEMS, San Jose, CA Director, Global Response Center (1997 – 1999) Group Manager, LAN and Volume Services (1995 – 1997) Technical Support Manager, NIC Team (1993 – 1995) Technical Support Manager, NOS Team (1992 – 1993) First Call Manager, Level 1 Support Team (1991 – 1992) 1991 – 1999 Fast track advancement based on consistent contributions to organization’s customer service and technical support operations..
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