Sam Smilie, Customer Service Manager

CUSTOMER SUPPORT MANAGEMENT and PROCESS MANAGEMENT

I am an experienced help desk supervisor and technical support provider.  I supervise two teams help desk professionals providing 24x7 Tier 3 and below technical support for e-mail and web applications.

KEY SKILL SUMMARY

Strategic Problem Solving
Technical Support Management
Cross Functional Communications
Project Development
Procedure Analysis & Development
Operational Planning & Tactical Execution
Re-Engineering Business Processes
Report Analysis
Software Testing
Organizational Development
Work Force Scheduling

EDUCATION/CERTIFICATIONS

MBA Candidate, Strayer University, anticipated completion Fall, 2010
Bachelor of Science – Computer Information Systems – Strayer University 3.64 GPA
Microsoft Certified Professional

PROFESSIONAL ASSOCIATIONS

Help Desk Institute
Customer Care Institute

PROFESSIONAL EXPERIENCE

Network Solutions                                                                                                                    1999 to Present
Supervisor - Technical Services Delivery
Senior Technical Support Specialist
Technical Support Specialist
Process Analyst
Technical Support Representative

Network Solutions is the largest provider of Internet products and services hosting over 65% of the Fortune 100 companies. Network Solutions currently hosted 7 million domains, 500,000 e-mailboxes and 200,000 website. 

E-mail servers are on Linux servers and web-hosting servers are both Windows 2000 Server and Linux.  Web applications use PHP and ASP web programming languages.  Supported databases are MySQL, and MS SQL.  Also supported are FrontPage and FTP. 

TSD Supervisor, 2005 - Present

  • One of two supervisors managing 16 support agents in a 24/7 environment
  • Personally responsible for the 9 agents on the Afternoon and Overnight shifts
  • Coordinated intra-org service level agreements (SLAs)
  • Provided technical support to tier 3 support community
  • Wrote, reviewed, implemented, and improved help desk processes and procedures
  • Analyzed trends in user incidents / problems to facilitate change management
  • Provided staffing plans and operational reports to management
  • Performed testing of software releases prior to production and immediately following release to ensure that the software works as expected
  • Provided Work Force Scheduling and Analysis
  • Developed Use Cases and Testing Plans for Customer Service Releases
  • Provide Quality Control reviews and analysis of support agents work
  • Key Accomplishments
    • Part of the management team that oversaw from triage group to customer facing technical support group
    • Documented existing standard procedures for repeatability

 Senior Technical Support Specialist, 2004 -2005

  • Provided telephone and e-mail support to customers; primary duty was working with the e-mail service.  Worked with custom GUI tools supporting the e-mail service offering.  E-mail servers were on UNIX servers.
  • Provided report analysis of e-mail related problems and issues
  • Was escalation point for all e-mail related issues
  • Desktop environment was PC based, running Windows XP Professional

Technical Support Specialist, 2003 - 2004

  • Provided telephone and e-mail support to customers; primary duty was working with the e-mail service.  Worked with custom GUI tools supporting the e-mail service offering.  E-mail servers were on UNIX servers.
  • Recorded and track incidents and complaints using Siebel Call Center
  • Informed customers of status and progress of requests
  • Made initial assessment of requests
  • Identified problems
  • Escalated to and coordinate second-line and third-line support
  • Closed incidents and confirmation with customers
  •  Desktop environment was PC based, running Windows 2000 Professional

Process Analyst, 2000 - 2003

  • Documented internal processes for the support of the e-mail product using Microsoft Office and Visio
  • Researched technology trends and potential new revenue streams
  • Wrote and implemented custom SQL scripts supporting website templates using Oracle 8i
  • Provided e-mail, on-line, and telephone support for the website template product
  • Desktop environment was PC based, running Windows 2000 Professional

Technical Support Representative, 1999 - 2000

  • Provided e-mail, chat, and telephone support for customers using the Image Café website builder tool
  • Worked with engineering in a quality assurance role to ensure that new website templates were properly deployed


Image Café                                                                                           September 1999 – November 1999

Technical Support Representative

Image Café was a start-up company which provided a website builder tool with which customers could create websites without having to learn HTML or website development languages.  Network Solutions acquired Image Café in November of 1999.

  • Provided e-mail, chat, and telephone support for customers using the Image Café website builder tool
  • Worked with engineering in a quality assurance role to ensure that new website templates were properly deployed


American Pharmaceutical Association                                                                                         1997 to 1999

Systems Analyst

APhA is a professional association for pharmacists in the United States.

  • Software development and desktop support for the association’s headquarters
  • General desktop and server support
  • Created front-end applications to Microsoft SQL 6.5 databases using Microsoft Access
  • Part of transition team that transitioned APhA from a VAX terminal environment to a client-server environment.
  • Provided procurement duties, including solicitation and awarding of bids for APhA hardware and software requirements.
  • Provided desktop support for Windows 95 and Windows NT 4.0.
  • Provide application support for Microsoft Office and custom software applications
  • Developed Training agenda and formal training sessions for APhA staff
  • Desktop environment was PC based, running a mix of Windows 95 and Windows NT 4.0
    • Server environment was Windows NT Server 4.0 and Microsoft Exchange 5



PRC, Inc           (Now Northrop Grumman)                                                                                   1993 to 1997

Functional Applications Analyst

Product Development Programmer

PRC is a provider of computer systems for the Federal government.  Focusing on an Automated Patent System project, which created an automated retrieval system for the United States Patent and Trademark Office 

  • Performed Change Control of software baselines using IBM’s InfoMan Configuration Management tool
  • Maintained Hardware Management databases using dBase IV and Microsoft Access
  • Provided annual report of tracked hardware changes to the client
  • Converted departmental databases from dBase IV to ACCESS

Non-Paid/Charity Work

Provided website design and maintenance for small non-profit organizations and churches.  Used Dreamweaver 4, FrontPage 2003 (11.5516.5606), PaintShop ver 6, and PhotoShop 6.

  • 2002-Present: Christian Jail Ministry (http://www.christianjailministry.org/)
  • 2003-2008 Heritage Baptist Church (http://www.heritagebaptistchurch.us/)
  • 2001-2003 Covenant Baptist Church (http://www.covenantlife.net/)

CONTINUING EDUCATION

  • Hardware Training: A+ Core Software; A+ Core Hardware
  • MCSE Training: Administering Microsoft Exchange Server 2000; Windows 2000 Migration, Windows 2000 Professional; Windows
  • 2000 Server; Network Infrastructure Administration; Windows 2000 Directory Services Infrastructure
  • General: Microsoft Visual Basic 5.0; Hands-on Microsoft SQL Server 6.5; Administering Windows NT


References Available Upon Mutual Interest

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