Experience

World Wide TechServices

• IT Services and IT Consulting
• 100 - 200 Employee

• Program Manager - ITO Group

  • Nov 2015 - Present

  Tampa/St. Petersburg, Florida Area Responsible for the day to day operations of 14 onsite technicians at 13 PricewaterhouseCoopers (PwC) locations across the US. Manage the business relationship between World Wide TechServices (WWTS) and Tata Consulting Services (TCS). Perform monthly forecasting, accruals and account billing. Responsible for SLA performance for both Customer Satisfaction Surveys (CSat) and Service Metrics. Manage Process Improvement Plans (PIP) for low performers. Onboard and offboard employees to the account… Show more Responsible for the day to day operations of 14 onsite technicians at 13 PricewaterhouseCoopers (PwC) locations across the US. Manage the business relationship between World Wide TechServices (WWTS) and Tata Consulting Services (TCS). Perform monthly forecasting, accruals and account billing. Responsible for SLA performance for both Customer Satisfaction Surveys (CSat) and Service Metrics. Manage Process Improvement Plans (PIP) for low performers. Onboard and offboard employees to the account. Asset management of PCs issued by PwC. Weekly and Monthly account reporting to senior management and partners. Show less



Worldwide TechServices

• United States
• IT Services and IT Consulting
• 500 - 600 Employee

• Technical Support Specialist II

  • Dec 2013 - Nov 2015

  Tampa/St. Petersburg, Florida Area Provide phone support to field technicians - assist in troubleshooting consumer and commercial video display and PC equipment. Place orders for replacement parts. Download schematics and other service literature. Update work orders with diagnosis and troubleshooting steps taken. SME (Subject Matter Expert) for the Pricewaterhouse Coopers Account. Provide internal support to 19 onsite technicians. Track and update changes to SOPs and disseminate the changes to onsite technicians. Travel to… Show more Provide phone support to field technicians - assist in troubleshooting consumer and commercial video display and PC equipment. Place orders for replacement parts. Download schematics and other service literature. Update work orders with diagnosis and troubleshooting steps taken. SME (Subject Matter Expert) for the Pricewaterhouse Coopers Account. Provide internal support to 19 onsite technicians. Track and update changes to SOPs and disseminate the changes to onsite technicians. Travel to onsite locations to provide training.

• Program Manager - CMO Group

  • Feb 2012 - Dec 2013

  Tampa/St. Petersburg, Florida Area Work closely with clients to determine needs and requirements for the account and ensure delivery of those requirements. Develope written documentation for service delivery for each account. Ensure KPIs and Metrix were being met. Develope action plans when challenges were introduced. Travel to client sites to perform quarterly reviews and audits. Develope and implement training documentation.

• District Manager

  • Aug 2009 - Feb 2012

  Tampa/St. Petersburg, Florida Area Remotely managed over 40 technicians across the United States. Monitored daily productivity. Reviewed Quality of Service scores from clients and developed corrective actions as needed. Held weekly conference calls with internal technicians and external clients to review processes. Develope and implement new process and procedures to ensure goals were met. Held interviews with potential new candidates. Personally supervised special projects as needed.



Qualxserv

• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Trainer

  • Jul 2004 - Aug 2009

  Greater Boston Area Developed the course material then held training classes and trained over 200 employees. Wrote and maintained work flow guides and Service Delivery Overviews (SDO). Provided Technical Support to field technicians. Assisted in starting a new division, QServDirect, within Qualxserv.