Demonstrable skills and experience in both Enterprise and SME (MSP Clients) Project and Programme Management, based on the principles and methodologies of industry standards such as PRINCE 2 and PMP. With further demonstrable experience of managing teams in excess of 30 members including local hire and remote resources, together with all aspects of annual performance appraisals, and contractor negotiation, with an excellent understanding of the latest ITIL methodologies for ITSM. This specific experience has been gained from over 10 years of managing distributed teams and environments across multiple time zones and cultural forums, through Application and Infrastructure Support and Project and Change Management to have a complete understanding of the both SDLC and ITSM and how to make them successfully coexist. I have developed and managed enterprise grad SLA’s, OLA’s, UC’s and KPI’s framework, for both internal IT staff and external supplier resources to meet with industry and global regulatory requirements. Responsible for ALL Sarbanes Oxley (SOX) reporting and owner of ALL SOX controls for UK. I have a professional, adaptable, and competent approach to both Resource and Stakeholder management. I am more than comfortable with working in an integrated IT environment or as a consultant. I have a strong mix of corporate enterprise, SME and entrepreneurial experience, and to expand on that, my experience has afforded me the ability to learn the complex matrix management structures and business models which predominantly gained within Global Financial Services Industries (Investment Banking and Global, Corporate and Specialty Insurance). Where conversely some of my most recent and earlier career experience was based in one of the most competitive customer service industries, and to achieve success in this, I had to be flexible to market conditions, so that I could maintain strategic focus so as to continually meet my financial targets. The combination of my career experience has provided me with the opportunities of working in USA, Belgium, France, Spain, Gibraltar, Abu Dhabi and secondments to Brazil, Mexico and APAC, for projects that I was either managing or transferring to local piers and latterly I had responsibilities for USA, Germany, Italy, Switzerland and Denmark. I am confident that I have a strong comprehension of global business environments and managing diverse IT Departments across a multicultural platform. I feel that I am confident and excellent communicator and am completely at ease with interacting and influencing piers, partners, subordinates and executive management, both internally and externally to my working environment. Throughout my career, I have remained technically competent, complemented by my training and experience with Prince 2 and ITIL methodologies. I am a strong communicator, who is confident and experienced in influencing business and IT stakeholders-up to and including-CIO/Managing Director Level.
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technical analysis oDesk freelancers typically receive a client rating of 4.58.
To generate unique services to the business technological sector through the process of implementing strategic procedures and solutions, thus lowering business cost and maximizing on deadlines.
With 8 years of experience in a call center industry, focusing on Technical support, Billing and Customer Service, my end goal is to provide the highest quality interaction to my clients. My expertise involves providing online support through extensive research, data entry, email support, customer service, technical support, hiring, training, data mining and analysis.
Extremely competent with all aspects of web hosting, server administration (Linux) and IT security. I've been in the hosting industry for 7 years, 6 of those founding and running a highly respected UK company exposing me to most control panels, LAMP, monitoring, hardware replacements etc etc. Additionally I have substantial experience in operations management, online marketing, leading customer support and online payments (notably: increasing conversions, simplifying the order process and reducing chargebacks). I can work with you for short or long-term adhoc projects for both startups and larger enterprises for tasks such as website/server migrations without downtime, increasing server security & performance, setup of servers/networks etc and automation/monitoring. I can also give advice on the day-to-day running of IT (specifically eCommerce), assistance combatting chargebacks to reduce the risk of lost processing and help you provide better customer support. Please review my oDesk freelance work history.
My Experience began on 2003 by providing Technical Support for Microsoft's Internet Service (MSN). It was a great jump start to my technical career by providing high quality technical support and great customer service to U.S. Customers. In 2005 I had the opportunity to begin working for Dell Computer's - Technical Support. I've been an Resolution Specialist from 2005 up to June 2012 managing the technical aspect of the teams and providing support to the agents that take calls. I am CompTIA A+ Certified - Remote Support Technician (COMP001006357057). Developed various Web-based Tools utilized by Dell Technicians for the departments I've worked on. My duties as a Resolution Specialists range from Technical Knowledge on the Software and Hardware end. Troubleshooting know-how, Knowledge on dispatching & shipping parts through FedEx, USPS, Unisys, Bantec & Qualexserv, Call auditing & quality assurance, Trained on irate caller deescalation process. An experience I think that has great value is being Manager on Duty on the department's (SMB - Small & Medium Business) floor. Which meant that my duty was to manage all the calls coming in to our group and make sure the process would meet all the goals set by Dell's Global CCO (Call Forecast Dept.). This were I learned the call center aspect of the job such as metrics like AHT (Average Handle Time), ORR (Offer Run Rate), Measuring Inbound calls vs Intervals. Staffing vs Breaks & Lunches. From June up to know I have been working on the Process Engineering department as a Process analyst providing various reports on Call Handling, Staffing, RDR (Repeat Dispatch Rate) Metric. Have Advanced Excel & Intermediate MS Access skills. On the relationship & teamwork side of my work experience. I’ve been able to succeed with my teams by establishing great relationships with my teammates and this way, drive to influence them in a positive way, so they can visualize a goal in a manner they can reach and exceed the business’s expectations. My main focus has been to learn as much of the business and understand the best way at approaching the role I’ve had the opportunity of undertaking. Also, I’ve taken the task at analyzing and determine the most efficient path to reach the goals on the teams I have been a part of, and have definitely been successful at making the teams reach top spots in group rankings.
BP Singh Agency Contractor
ITechServ is a company with expertise in IT infrastructure management and has certified people having expertise in their skills. A MCSE certified guy handles Microsoft systems and CCNA Tech handles Cisco firewalls, routers and switches. So we believe in that every task/issue/work needs to be handled by a resource having expertise in his area. We work as a team to complete IT infrastructure project. Provide tier 1, 2 and 3 level supports as a team and provide the Best services so that the delivery of the work has a quality and is done in the minimal time. We provide IT services with a difference.
I am Young focused and hardworking person a holder of Bachelor of Science in Computer Engineering with 5000+ Odesk working hours in Customer and Technical Support in great online software companies and video design Integrations. I have Over 6 Cumulative years in as Customer/Technical support having worked in ISP based on VSAT Communication (KU-band and C-Band of Various Dish Capacities), Hub/NOC Planning & Design, Monitoring for (iDirect, Hughes & NewTec) using Various Management & Monitoring Software (Hughes NMS, iMonitor, NewTec, Packeteer etc) based in ISP’s NMC and Customer Support Departments. In Mobile Telecommunication Experience as a Core Network Integration Engineer for Multinational Telecommunication Vendor (Huawei) CS Products (MSOFTX300/UMG8900/HSS/HLR 9860). Also worked before in same vendor as Solution Architect/Pres-sales Engineer (for CS/PS & Carrier Software Products and Solutions) and as Core Network CS Engineer involved in Core Network Planning, Design and Implementation. I have great work experience in Internet Protocols (SS7 / SIGTRAN/MAP / CAP/ TCAP / CAMEL) , 3GPP CN standards and protocols and in particular BSSAP,RANAP/MAP. I have done Integrations with E/// MSC/BSC (TD/BSC)/RNC, Telepins (MFS), Mavenir's (EIR) and other Vendors.
To strive for excellence and help company realize and reach it’s extreme growth potential at its finest. I have 10 years of experience in the business processing outsource and administrative support which makes me a wizard in this business! I have established track record of helping companies yield more businesses and diversify it’s way of doing business! I give you satisfying results, NOT reasons. Hiring me will surely be the next great leap that your company will take!
➨ Objective: Let my 10 years of experience in the Customer service industry help you present your business in the best light. ➲ QUALIFICATIONS & ➲ SKILLS. ➨ Rated by oDesk as one of the TOP FREELANCERS. ➨ Perfect Attendance over the course of my entire 10 year career. ➨ Graduated Bachelor of Science in Communication Arts major in Audio Visual Communication ➨ I’m expert in MS Office, Zoho, Google Drive, Salesforce, Rightnow, Five9, XLITE, Bria, Zendesk, SmartVOIP, VOIP, Mobile phones, RingCentral, Zopim, Basecamp. ➨ Ten years of good experience in the CUSTOMER SERVICE industry. ➨ Organized and Detail Oriented Management Specialist ➨ Expert multi-tasker ➨ My main objective is to provide excellent service, with timely, accurate, and professional results. ➨ I have done many projects like Customer service, Senior Technical Support, Live chat and email support, Telemarketing, Administrative task, Sales, Billing, Outbound support, Team leader, Floorwalker, Coach, Trainer, since 2004. ➨ Enjoy a competitive environment. ➨ Able to work individually or in a team. ➨ Open minded and non-judgemental. ➨ Detail-Oriented, Deadline-Driven Professional AWARDS: ➙ PERFECT ATTENDANCE Awardee (2005-2013) (TELUS International Philippines) ➙ Top Technical support specialist January, February, March, April, June, July 2013 (Ooma VOIP Account) ➙ Top Escalation agent year 2010 (XBOX Account) ➙ Worked before as a TIER 2 support which handled escalation (XBOX LIVE) ➙ Worked before as a Outbound Technical support which labeled as Level 3 Support (XBOX LIVE) ➙ Punctual and well presented. No Absent and late in 8 years with TELUS International Philippines (You can make a background check) ➙ Top Incentives earner 2012, 2013 (Ooma VOIP account) ➙ High Customer satisfaction, First call resolution calls scores from 2007-2013 (XBOX LIVE, SAMSUNG TELCO, Major League Baseball, Ooma VOIP) ➙ TOP FCR for tier 1 Voice in Quarter 1 (OOMA VOIP)
To take on roles in Business - Technology Analysis/Consulting: Business Process, Technology, Strategy, Products & Projects Management; Enterprise Architecture/Engineering, Business Liaison, Service Delivery Management, Operations etc. with the ability to proactively translate customers, users or business requirements/needs into solutions, while leveraging technology for competitive advantage, market leadership and sustainable performance.