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<pre>Array ( [var] => cut_url ) </pre> Resume for Jeff J. for IT / Technical Support / Computer & IT Services in St. Paul, Minnesota. Search More Resumes for IT / Technical Support on #867LA1ZN8

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Resume for Jeff J. for IT / Technical Support / Computer & IT Services in St. Paul, Minnesota

Occupation: IT / Technical Support Industry: Computer & IT Services
Country: United States City: St. Paul
State: Minnesota ZIP: 55116

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Jeff J.

Juno Avenue

St. Paul, MN 

Cell:  ..   

Qualification Summary 

Dedicated technical Support Specialist and IT Consultant recognized as a resource for technical solutions in data management, system troubleshooting, and leadership.  Fourteen years in computer support and customer service roles.  Excel in managing many aspects of incident, problem, and change operations.  Provided leadership in process development and execution in crisis situations.  Succeed at bringing people together to resolve issues.  Experience in the following: 

  • Information Technology IT
  • Process Improvement
  • Project Management
  • Incident Management
  • Technical Writer
  • Operations Management

    Professional Experience 

    IBM Global Services, St. Paul, MN  –

    Availability Manager  –

    Provided service excellence in the areas of problem, change, rca, P&C SLA/Metrics, and customer support for IBM’s customer, Allianz Life.

  • Improved the IT Delivery employee experience by initiating an ongoing dialogue with employees.
  • Developed and deployed a communication cadence involving all levels of leadership by delivering key messages consistently and receiving employee feedback.
  • Utilized best practices by bringing peer teams and direct team members together to share Best Practices which can be used across Sectors/customer accounts, resulting in continuous improvement, increased productivity, and positive working relationships.
  • Directed and was responsible for driving resolutions to issues resulting in a % reduction in Severity incidents.
  • Received recognition from the customer for exceptional leadership during crisis events.
  • Improved Quality and Client References by addressing systemic root causes via a robust endtoend quality management system.
  • Drove improvements in service delivery quality and reference ability by focusing on employee climate, attrition management, and organizational skills and capabilities.
  • Customer Service Representative / Technical Writer  –

    Provided remote call center analyst technical support for IBM’s customer, Forest Service.  Directed all aspects of possible WAN/LAN or application issues to appropriate nd support within Forest Service.  Provided support of Knowledge Management documents for the Forest Service.

  • Increased productivity by quickly becoming knowledgeable on the Forest Service systems and all software/hardware systems.

    Jeff J. Page Two 

    IBM Global Services continued

  • Demonstrated professional verbal/written communication skills that increased service level agreements.
  • Initiated consistency by the formatting of level one knowledge documents.
  • Managed coordination with subject matter experts to create, document, and simplify problem management procedures that improved analyst’s service level agreements.
  • Managed a growing an integrated knowledge system for a large strategic outsourcing customer.
  • Incident Manager / Crisis Manager  –

    Provided remote and onsite technical consulting support for IBM’s customer, United HealthGroup.  Specialized in the IT daily operations including the handling of major network outages and reports of critical applications becoming unavailable or responding slowly.

  • Accountable the restoration of services involving Severity & incidents while maintaining committed service level agreements with the customer.
  • Identified and implemented improvements to the processes and tools used in all stages of recovery, which reduced costs to the business.
  • Received recognition from the customer for exceptional leadership during crisis events.
  • Developed and implemented a lasting rapport and loyal customer base with technical support organizations throughout the customer’s enterprise and within IBM management.

    United HealthGroup, Golden Valley, MN  –

    Availability Operations Analyst

    Served as main focal point for control of problems, communications, and postmortem activities for any application or network issues at United HealthGroup.

  • Managed daytoday activities for United HeathGroup identifying and then coordinating the restoration and communications of Severity & incidents.
  • Developed and implemented policies and procedures and technical/business specifications with nd level support and management, which reduced turnaround times during critical instances.
  • Proficient in multitasking various problems at one time resulting in resolving critical issues.
  • Developed outstanding leadership abilities to coordinate and direct all support efforts until resolution of issues.
  • Developed mentoring skills with service desk analysts.
  • Met deadline for conversion of software requirements by being a member of the YK compliant project team.

    Education / Professional Development 

    AAS, Engineering, Hawkeye Community College, Waterloo, IA

    Various IBM Technical and Professional Training Courses

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