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Support Manager

Support Manager

Work Experience

2005-Current Hewlett-Packard. Dublin. Ireland
Support-Manager Microsoft Italian Market

Manage a Technical Support team such that they meet and exceed customer expectations and achieve continuous improvement of service levels. Real-time management to ensure utmost customer focus is always maintained.
Provide coaching and guidance on customer case management, response time, and teamwork in providing technical support.
Interview and hire additional staff

Establish and evolve effective business goals, strategies and processes

Develop procedures, proposals, plans, and guidelines and initiate their implementation

Management and planning of resources of the team (development and motivation)

Manage Availability and Utilization of resources

Monitor inbound case volume and ensure that SLA targets are met

Act as a communications point for the helpdesk

Review and measure performance against goals and highlight and action non-performance

Track Training and qualifications & Highlight Analyst training requirements

Monitor Overtime levels

Customer, Client and Employee satisfaction

Act as a key communicator to and from the team ensuring all information is appropriately communicated


2004- 2005 Microsoft Iberica. Madrid and Dublin Offices
Global Team Support Center (GTSC) Developer Support Engineer.

Positively impact customer satisfaction measured by a third party company surveys

Experience working with groups of people across cultures and time zones, including Managers, escalation engineers, field engineers, Technical Account Engineers, Technical Account Managers, etc...

Member of a virtual support team, dealing with EMEA customers.

Manage escalations and sub-cases to ensure timely and high quality resolution of issues.

Deliver timely and high quality incident resolution


2003- 2004 Microsoft Iberica. Madrid Offices
EMEA Global Team Support Center (GTSC). Admin Assistant

Coordination of management tasks. Working at executive levels.

Coordination of team meetings, including weekly meetings, quarterly conference calls and team off sites.

Member of a task force focused on improving customer
satisfaction.

Interaction with EMEA peers to work as an international team.

Management, organization and supervision of events ( training,
EMEA Manager meetings, travels )

Served as a point of contact for my department and the subsidiary

1999-2002 Sun Microsystems Iberia S.A. Madrid
Global Sales Operations(GSO) Presales Admin

Coordination of team meetings, quarterly meetings and team off sites.

Manage and organize events (training, travelling and accommodation)

Served as a point of contact for my department and the subsidiary

Responsible of doing English-Spanish/Spanish-English translations of technical documents and presentations.

Iforce Ready Center, resource assignment responsible.

1998-1999 Briones, Alonso y Mart´ýn-Bureau Francis Lefebvre. Madrid
Legal Support Admin.

Multiple tasks involving assistance to the solicitors of the International department of the film (transcript of tapes, customer documents preparation, incoming calls taking, time tracking, agenda management.



Education

2004 MCP-70206 - Developing Windows Based Applications with Visual Basic. NET and Visual Studio.NET

2004 MCP-70205 - DevelopingWeb Applications with Visual Basic.NET and Visual Studio.NET

1999-2004 Computer Systems Engineering

1997-1999 International Secretary Studies with English and French

1992-1993 First year of Genetics Engineering. University of York. UK


Skills

Computer Systems Related Experience

Development languages
Knowledge of the following development languages
Visual Basic.NET
C#
Java
C
VBScript
Perl
Modula-2

Windows Systems
Installation and configuration of the following Windows versions
Windows XP
Windows 2000 & 2003 Server (Standard & Enterprise)
Unix Systems
Installation, configuration and administration of the following
UNIX systems
Debian GNU/Linux
OpenBSD & FreeBSD
Database Engine
Microsoft Access


Languages

English Five years living in the U.K. High level. Technical, Business.
Spanish Native speaker
CAE Certificate Advance English of Cambridge


Other

Personal Profile

Tenacity for execution and delivery action: Detail oriented,
Self motivated, accomplishing my goals is a reward for me.

Teamwork and social skills: Ability to navigate organizations in order to accomplish my goals. Ability to get what I need from others while working around their own legitimate priorities.

Resourceful: Ability to face many unusual and complex challenges/problems n a successful manner.

Tasks and people coordination: Planning and organizing.

Client facing skills: Able to extract relevant information from customers and offer help and solutions that the customer may not be aware of.

Committed to quality and customer satisfaction.
Highly creative and Innovative: Proposes new initiatives to improve processes and reduce cost of operations.

Initiative: Self-starter that takes ownership of opportunities.

Ability to thrive on in a virtual team environment

Very proactive and quick learner


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