Chris Bramlett Email & Phone Number

Jacksonville, Fl, Us

Managed 1,000+ Cloud planned maintenance and release management changes with a 96% success rate of implementation.• Optimized change management through proactive leadership of CAB meetings, reducing duration by 20% and decreasing last-minute change requests. Achieved a high attendance rate by distributing agendas in advance, fostering informed discussions. Demonstrated effective facilitation skills, earning positive verbal and written feedback. Ensured open communications by publishing… Show more Managed 1,000+ Cloud planned maintenance and release management changes with a 96% success rate of implementation.• Optimized change management through proactive leadership of CAB meetings, reducing duration by 20% and decreasing last-minute change requests. Achieved a high attendance rate by distributing agendas in advance, fostering informed discussions. Demonstrated effective facilitation skills, earning positive verbal and written feedback. Ensured open communications by publishing results within 24 hours, promoting transparency and accountability.• Directed all aspects of change by prioritizing change requests, assessing impact, and approving or rejecting changes, resulting in an increase in change request efficiency and a reduction in change-related incidents.• Spearheaded the implementation and management of the Service Now dashboard for the change team, resulting in an increase in efficiency. Reduced weekly query maintenance time by 2 hours, fostering enhanced productivity. Additionally, ensured heightened data accuracy, contributing to a decrease in errors and discrepancies within change processes.• Educated and consulted with diverse teams, driving change management adoption. Implemented successful one on one consultations, increasing change approval rates for individuals. Led workshops to foster a rise in organizational change awareness and a decrease in resistance. Show less

Guided Release Management and Change Management for several of Avaya’s largest customers.• Directed Release and Change Management for key Avaya customers, managing the day-to-day work of support delivery thereby keeping devices current with patches, security updates, and dot upgrades. Oversaw risk and impact of customer change requests and identified service implications.• Coordinated the upgrade of thousands of Avaya devices with a 98%+ success rate, reducing security vulnerabilities… Show more Guided Release Management and Change Management for several of Avaya’s largest customers.• Directed Release and Change Management for key Avaya customers, managing the day-to-day work of support delivery thereby keeping devices current with patches, security updates, and dot upgrades. Oversaw risk and impact of customer change requests and identified service implications.• Coordinated the upgrade of thousands of Avaya devices with a 98%+ success rate, reducing security vulnerabilities and avoiding service impacts of pre-identified issues.• Managed the product lifecycle of Avaya components in the customer’s environment, managing cross-functional relationships between delivery resources, including contractors, site staff, and engineering groups.• Acted as a Subject Matter Expert on Cloud environments and Managed Services support, contributing to the understanding of customer support needs and engaging the appropriate Avaya support team through ServiceNow and ITIL methodologies.• Exercised strong command and control on troubleshooting bridges, consistently maintaining precise timelines, orchestrating resource engagement, and driving towards resolution. Successfully managed diverse global issues, adeptly keeping internal and external stakeholders informed and engaged, and ensured effective communication throughout the service delivery lifecycle.• Skilled in Incident and Problem Management, delivered RCAs, prepared QBRs, provided ad hoc and custom reports, maintained customer runbooks.• Consistently met and exceeded all Service Level Agreements (SLAs) throughout my tenure as a Service Delivery Manager, ensuring seamless service delivery and client satisfaction. Achieved a track record of zero financial penalties for missing SLAs, demonstrating a commitment to meeting contractual obligations effectively. Show less

• Resolved complex and escalated issues from customers and employees through creative thinking.• Provided world class customer service and support to HSN shoppers and representatives.• Troubleshot and assisted with HSN.com activities such as passwords, access, and checking out.

• Transformed the service experience for a major customer after being put in charge of their account, thereby gaining their confidence to sign an $84 million IP Contact Center contract.• Provided the highest level of support for the front-end and Tier II technical staff of the Enhanced Remote Services (ERS) Team.• Managed call-flow and staffing to ensure customer calls are responded to within 20 seconds of receipt on 80% of all calls.• Available 24x7x365 for customer, account team… Show more • Transformed the service experience for a major customer after being put in charge of their account, thereby gaining their confidence to sign an $84 million IP Contact Center contract.• Provided the highest level of support for the front-end and Tier II technical staff of the Enhanced Remote Services (ERS) Team.• Managed call-flow and staffing to ensure customer calls are responded to within 20 seconds of receipt on 80% of all calls.• Available 24x7x365 for customer, account team, and associate escalations and inquires.• Supported a Fortune 500 customer base that is paying premium level maintenance fees for Enhanced and Managed Services.• Motivated, counseled, disciplined, and promoted employees in a union represented environment.• Trained staff on the procedures of assigned customers including Service Level Agreements, Special Handling Information, International Customer Procedures, etc.• Managed accounts to meet variable Service Level Agreements thereby preventing financial penalties as well as cancellation of customer contracts.• Scheduled all team members for 40 hours of strategic training per year. Show less

• Specialized in personalized services and support to our largest clients as a member of the elite ERS SPOC team.• Provided immediate remote diagnostic software and hardware support for customer communications equipment, minimizing the need to dispatch a field technician thereby increasing customer satisfaction.• Specially selected to support Single View Global Service Agreement customers Morgan Stanley and IBM.• Served as Subject Matter Expert for Globalization Process Pilot… Show more • Specialized in personalized services and support to our largest clients as a member of the elite ERS SPOC team.• Provided immediate remote diagnostic software and hardware support for customer communications equipment, minimizing the need to dispatch a field technician thereby increasing customer satisfaction.• Specially selected to support Single View Global Service Agreement customers Morgan Stanley and IBM.• Served as Subject Matter Expert for Globalization Process Pilot providing feedback and process enhancements to improve the procedure before rolling out company wide.• Managed special projects as needed such as updating Special Handling notes and attachments, creating specialized reports, and handling manual time changes for multiple customer sites.• Supported software applications integrated with vendor hardware equipment and voice products via continuous alarm monitoring.• Interpreted error messages to distinguish between application package problems, user problems, and operating system problems.• Instructed customers in the use and set up of equipment, applications, and steps to problem resolution.• Supported or utilized systems including: Definity switch product line (G3 and Converged systems) and phone adjuncts, Microsoft Office, Intuity, Definity Audix, Maestro, Adobe Acrobat, Dynacomm, ASG Guard, and Exceed. Show less