Thank you for coming to my website; allow me to introduce myself. I am a computer and customer service professional, currently working in the Internet industry as a Supervisor of Tier 3 Customer Support. I have worked a variety of roles with the computer industry, including IT, Configuration Management, and Customer Service.

In my current role, I supervise two shifts of help desk professionals providing 24x7 Tier 3 and below technical support for e-mail and web applications. Technical support management includes:

• Supervise support services for a multi-location environment with 500 thousand email boxes and 200 thousand web sites
• Coordinate intra-org service level agreements (SLAs) and negotiate with vendors • Provide technical support to tier 3 support community
• Write, review, implement, and improve help desk processes and procedures • Analyze trends in user incidents / problems to facilitate change management
• Provide staffing plans and operational reports to management
• Perform testing of software releases prior to production and immediately following release to ensure that the software works as expected

Professional Certifications

• Microsoft Certified Professional (Windows 2000 Professional)

Please review my resume here and contact me should you have any questions. You can go to my Feedback page to contact me directly.