Eric Green600 Outlook WayAtlanta, GA 30349

Egreen504@gmail.comwww.linkedin.com/in/ericgreen504

SUMMARY

Team leader with a proven ability to train, supervise, motivate, and evaluate customer service representatives. People oriented; enjoy working directly with customers and the general public. Excellent end-user support experience. Incident Management, Change Man-agement and Administration. Experienced with remote log-in and troubleshooting. Experience with multiple incident management ticketing systems. Knowledge and experienced with networking. Self-starter; can be depended on to complete a task under minimal supervision. Knowledgeable of the following products including: Credit Card Services, Banking, Mortgage, Wireless phone, Land based phone, DSL Internet, Quality Assurance, Production, Digital Distribution, Film and Video Edit, Ticketing, Database Adminis-tration, Help Desk Support, Service Desk Support, Computer Hardware and Software installation, Active Directory, End User En-cryption, IProcurement, ChangePoint, Workflow Infrastructure, Corporate Script Writing, Training and Development.

EDUCATION

BA Business Management University of New Orleans, LA 2004

PROFESSIONAL SKILLS

Active Directory Administration, DNIS, ITIL V 1-3, Unix, DRA Administration, Various Remote Monitoring Applications, SAP, Kronos Time Management, SQL, Linux, Siebel, Remedy Ticketing System, ServiceNow, Cisco RC, Avaya CMS Supervisor, Verint Witness System for Real time and historical monitoring, E-Commerce, Websphere, Sharefile, Icloud, Dropbox, All Adobe CS, Oracle IProcurement, Oracle Change Management, Oracle Incident Management, Server Monitoring, NOC Monitoring, CRM, RSM, ACT, ADP, Salesforce.com, Centrify, CyberArk, SailPoint Data Loader, Chatter, OMS Operating Systems, Beta, Blue Pumpkin Scheduling Tool, Big Hammer Word Perfect 5.0, 6.0, 6.1, 7.0 * Lotus 1-2-3 * Microsoft Office 6.0, 7.0 Excel, Word, Power Point, One Note, Outlook* Windows 95, 96, 97, ME, XP, 7, 3.11, All Window Applications* Excel * Database* Quattro Pro 1, 2, 3

PROFESSIONAL EXPERIENCE

CareerBuilder.com

Helpdesk Manager (Contract) October 2014 - Present

• Manage, motivate, train and coach Help Desk associates provide escalated troubleshooting, repair and

escalation of issues affecting the EMEA (England, Middle Europe and Australia) regions IT Services in line

with agreed SLA's.

• Expert knowledge of implementing ITIL v3 framework

• 24x7 On Call Support provided (Remote VPN)

• Incident Management Application Support SME, Documenting best practices for IT Operations

• IT support in an enterprise operation with formal SLA’s, and part of NOC

• Help provide reporting on performance to SLA’s, OLA’s, KPI’s and coordinate implementation of changes

to ITSM to improve performance of associated metrics.

• IT support in an enterprise operation with formal SLA’s, and part of NOC

• Extensive knowledge of Linux, Windows, networking, troubleshooting systems and applications

• Extensive knowledge of incident management ticketing systems, network management systems

• Produce concise reporting on SLA’s, incidents and performance

Verizon Telematics, Inc. 01/2014-6/2014 Information Security Analyst III (Contract)

Work Internal Associate calls through resolution or escalation including ticket creation, system and application monitoring, trou-bleshooting issues, and case management. 

Help provide reporting on performance to SLA’s, OLA’s, KPI’s and coordinate implementation of changes to ITSM to improve performance of associated metrics.

IT support in an enterprise operation with formal SLA’s, and part of NOC Extensive knowledge of Linux, Windows, networking, troubleshooting systems and applications  Extensive knowledge of incident management ticketing systems, network management systems  Produce concise reporting on SLA’s, incidents and performance Expert knowledge of implementing ITIL v3 framework

SunTrust Corporation 07/2013-2/2014 Information Security Analyst (Contract)

Processes batch requests generated from Identity Management Suite or security access requests based on user primary job function and on non-priority function. Processes incident/request tickets from ITL framework. Ensures work is completed within defined Service Level Agreements

Proficient in security administration with Active Directory (AD), ITIL, UNIX & Windows environments, as well as Process IDs. Reporting of performance of SLA’s, OLA’s, and KPI. Knowledgeable of end client applications managed by ETRM. Knowledge and/or experience with technical tool sets such as Centrify, CyberArk and SailPoint

Assist customers with user ID related problems, process requests for access to application transactions and other resources, including Internet Security tables

Support site administrators with daily security issues. Assist Solution Center Analysts with questions and resetting of passwords. Setup new user IDs and groups. Review Problem Management type systems to troubleshoot and resolve security related issues

LendLease USA - GA 11/2012-03/2013EMEA Information Security Analyst II (Contract)

Provided escalated troubleshooting, repair and escalation of issues affecting the EMEA (England, Middle Europe and Australia) regions IT Services and NOC in line with agreed SLA's.

Resolved issues on tickets submitted by SLA including IProcurement, Salesforce.com, Data Loader, Chatter, Change Management, General Ledger, Reporting and End to End user, Dell KACE Renewal, Active Directory Administration, Server Troubleshooting, Remote Monitoring, DNIS collection for Marketing etc.

Logged all calls in the Service Desk Call Logging system using Incident Management Protocol (Remedy and Oracle) Provided intranet support and database admin, internal website update Provided application support to end users using E-Commerce Platform, WebSphere and ITIL, (Var Systems and POS)  test

customizations, extend business logic, change the look and feel of the store and tools, and create a new logic to meet business requirements WebSphere Commerce Developer Express, WebSphere Commerce Developer Professional, and WebSphere Commerce Developer Enterprise

Provided desktop support to end users and network firewall team. Reported performance of SLA’s, OLA’s, and KPI Acted as a third tier of contact for phone calls and emails from staff regarding IT issues and queries Took ownership of every call and see that each customer is satisfied with the result of the call. Continued to expand knowledge of

the processing industry by attending classroom training and completing on-line courses. Served as 1st line support of IT related problems from in-house software to hardware, such as MS Outlook, BlackBerry’s,

Laptops, PCs and Printers, Servers, Sharefile Requests, Cloud Requests, Dropbox, etc Developed Service Desk Support Scripts to ensure a high level of 1st time fix is maintained

WorldPay Inc UK - GA 07/2012- 11/2012Service Desk Analyst I

Provided troubleshooting, repair and escalation of issues affecting the WorldPay IT Services in line with agreed SAP SLA's. Primarily in NOC

Maintained security database, documentation and ledger. Resolved issues on tickets submitted by SLA including IProcurement , Salesforce.com, Data Loader, Chatter, Change Management, General Ledger, Reporting and End to End user, DNIS collection for satisfaction survey

Provided application support to end users using E-Commerce Platform and WebSphere V 7.1 (Var Systems and POS) Dell KACE Support , test customizations, extend business logic, change the look and feel of the store and tools, and create a new logic to meet business requirements

Logged all calls in the Service Desk Call Logging system using Incident Management Protocol (Remedy) POS Provided desktop support to end users and network firewall team Acted as a single point of contact for phone calls and emails from staff regarding IT issues and queries Took ownership of every call and see that each customer is satisfied with the result of the call. Continued to expand knowledge of

the processing industry by attending classroom training and completing on-line courses. Served as 1st line support of IT related problems from in-house software to hardware, such as MS Outlook, BlackBerry’s,

Laptops, PCs and Printers Developed Service Desk Support Scripts to ensure a high level of 1st time fix is maintained

WorldPay Inc, GA 05/2011- 07/2012

POS Help Desk Specialist II

Provided ongoing support to merchant base clients concerning POS Terminals and technical support around our Terminal Product Line on a 3rd Tier of Support. Responsible for the customer’s overall satisfaction by providing quality POS account management Incident Management Protocol (Salesforce.com and Remedy). Provided support to NOC technicians for internal issues supporting ITIL, SLA’s and KPI.

Promptly answered telephone calls, e-mail, and Web inquiries as a technical support agent in an ACD call center environment. DNIS collection for satisfaction survey

Provided support for all VAR systems on the E-Commerce Platform and Websphere platform Assisted merchants and other departments as needed with any merchant problem related to a merchant’s account. Adhered to the

Customer Principles, Customer Service Operating Guidelines and maintain the Customer Service Culture set forth by management.

Took ownership of every call and see that each customer is satisfied with the result of the call. Continued to expand knowledge of the processing industry by attending classroom training and completing on-line courses.

YesVideo - Norcross, GA 05/2010- 05/2011

Customer Service Escalations Manger

Managed, trained and motivated team of customer service associates in various aspects of the customer service department in a full production environment including, Escalations, Mix/Lost Escalation, Redo Escalations and Quality Assurance

Served as the day-to-day contact for business partners and retailers including Costco, Walgreens, Ritz Camera, CVS, Fuji Film and Wal-Mart One Hour Photo.

Resolved escalated issues by consulting with executives, District and Regional Managers of these retail chains to resolve complex customer issues including troubleshooting equipment at Various 3rd party locations using Salesforce.com.

Remained within compliance of the metrics of Customer Service as determined by the Director of Customer Service Reconciled metadata deliveries across all digital partners Assisted in the delivery of priority eReleases to digital partners Researched and resolved client issues/inquiries Back-up digital partner contact for Director of Customer Service Supported Label Production / Sales / New Media Departments with eCommerce related questions / concerns.

Comcast Cable Corporation - Norcross, GA 06/2009- 03/2010

Retention Manager

Increased customer retention rate by 18%, variance over the prior year. Maintained 110% of quota using sales techniques and strategies implemented by Retention Agents. DNIS collection for satisfaction survey.

Attained customers by providing promotional offers and excellent customer service to attain customer database 4 direct reports trained in advance transactional and consultative selling techniques, adhering to daily success metrics in contacts,

value propositions, and customer service. Recruited, hired, and trained the best- a key skill set in building a successful sales force. Trained in SAP and ACT contact management systems.

The Home Depot SSC - Atlanta, GA 09/2008 – 05/2009

Internal Resolution Expediter Team Lead

Provided rd Tier Internal Customer Care. Received escalated calls from ongoing issues stemming from 3 months or greater in the Internal Infrastructure including, unresolved corporate issues, Active Directory Administration and Network and Software issues.

Provided excellent customer service via active listening and professional communication, and identifying root causes of customer issues. (Causes usually were user error in store - would assist by providing end user support to store personnel).

Resolved issues that fell within predetermined parameters and guidelines. Provided follow-up communication to the customer regarding the resolution of the issue. Made decisions and manages cases within guidelines to resolve customer issues expeditiously.

Bellsouth Telecom (AT&T) – Atlanta, GA    09/2004 – 10/2008 Sales and Support Specialist Team Lead

Handled a high influx of inbound calls within a dynamic call center environment. Troubleshot on all DSL and networking equipment to ensure functionality for customers and/or merchants. DNIS collection for

satisfaction survey weekly Managed multiple priorities and maintained effective results in a quota driven workplace. Assisted wireless and landline customers with items such as account management, troubleshooting, wireless network

configuration, LAN network configuration, Remote Monitoring and testing connections for signal strength. Responded to customer inquiries and requests and resolved issues efficiently and professionally while effectively cross and up

selling Bellsouth Products. Exercised strong interpersonal communication skills with customers and department personnel. 

LinkedIn Endorsements:

"Eric Green demonstrates a determined, persistent passion for technology and business, and the ability to addimmediate measurable value to an organization through his knowledge, experience, and skills. Eric isenergetic and charismatic, bringing excitement , pride and professionalism to his work and projects."— Don Thomas, Sr. Corporate Talent Acquisition Partner, WorldPay, worked with Eric at WorldPay"Eric is a very intelligent, dedicated, ambitious, and hard working person. He goes beyond the call of duty toget the job done. I am very please and blessed to have him apart of my dynamic team."— Kimberly Smalls, Global Service Desk Team Lead/ Manager, WorldPay, managed Eric at WorldPay"To whom it may concern: I would like to recommend Eric as a candidate for a position with yourorganization. In his position as Information Security Analyst I, Eric does an excellent job in this position andwas an asset to our organization during his tenure with the office. He has excellent written and verbalcommunication skills, is extremely organized, can work independently and is able to follow through to ensurethat the job gets done. Eric was always willing to offer his assistance and had an excellent rapport with themany constituents served by our office including clients, employers, and other professional organizations. Hewould be an asset to any employer and I recommend him for any endeavor he chooses to pursue. Yours truly,Shelton Barnes"— Shelton Barnes, Information Security Analyst I, WorldPay, worked directly with Eric at WorldPay"Eric has a great work ethic and a positive attitude. He is a team player who is willing to go above andbeyond to get the job done. He strives for excellence in any task that he is given."— Annette Orange, Compliance Clerk, Amerisave Mortgage Corporation, worked with Eric at AmericanSolution Provider"Eric did well in our environment. Respected by Management and fellow associates. Eric was punctual,attentive and consistantly met his objectives. He will be an asset to your organization."— Michael Conyers, Sales Manager, AT&T, managed Eric indirectly at Comcast Cable"Eric is one of the few people that I have worked with who is truly well rounded. He is smart, talented andfull of life. He was consistantly a top producer as a refinance specialist. Blessed with the ability to motivateothers into action and eloquent speach, Eric will be successful anywhere he goes. He will be an asset to anycorporation."— Morika Nolan, Loan Advisor, Amerisave Mortgage, was with another company when working with Ericat Amerisave Mortgage Corporation