Manage daily change schedules and facilitate change review meetings.Manage problem tickets to insure complete problem resolution and documentation and root cause analysis is performed and action plan put in place as necessary to prevent future occurrence.Perform a review of change records to insure audit readiness. Making sure each change record follows process compliance.Act as a liaison between customer and IBM delivery teams as questions arise about P & C processes. Worked as a liaison between our manager and the teamManaged day-to-day activities, schedules (vacation requests, appointments, training, and holiday coverage) to insure teams were in place to cover workload.Addressed any conflicts between customer and support personnel as necessary.Conducted team meetings and encouraged all to participate. Meetings were used for communication, and to gather and distribute information to everyone.Work with each team member to address issues with attendance, job performance, procedural questions, and problem escalation questions. Managed orders for customers.Applied payments, and managed customer accounts. Assisted sales to insure customers were getting competitive pricing.Worked with customers to make sure they were able to get what they needed when they needed it.Assisted customers with tracking their shipments and assuring on-time deliveries. Additional Training and Certification:Effective Presentation SkillsAchieve Global(AG) Team AdvantageAG Managing your PrioritiesAG Caring for CustomersAG Guiding Customer ConversationsAG Reaching for Stellar ServiceAG Healing Customer RelationshipsAG Dazzling your CustomersThe Universal Troubleshooting ProcessITIL CertificationSpecialties: Computer Networking