Don Bates Email and Phone Number

Design and configure user interface (UI), list, forms, access controls (ACL), Service Level Agreements (SLAs), business rules etc to meet requirements of Business Process Architect to remedy or enhance system functionality. Migrate update sets from development to test environment.

Deployment Subject Matter Expert for Customer Experience tools, which include ServiceNow, Hitatchi Password Management, and Aptean Self-Service Suite. Development of documentation and procedures for deployment and support.

Provide support, guidance, and escalation for the Self Service deployment team (12-15 individuals). Role involved capacity management in regards to assigning and balancing work between regional and global resources to ensure timely delivery of applications deployed to various external customers. Understanding of the password management, chat, self-service ticket entry, and self-service knowledge tools.

• Created and implemented complex project definitions, project plans, schedules, budgets, and objectives for a large sized projects of high complexity.• Managed costs, schedules and quality by overseeing project deliverables, ensuring schedule and budget were met.• Managed changes to projects as required.• Developed and implemented risk mitigation solutions as appropriate.• Organized project team members to ensure communication and understanding of deadlines, assignments and objectives. Acted as the point of contact to client's project management. Ensured effective communication with project sponsors and stakeholders• Managed client expectations and balanced the needs of company and client to ensure satisfaction for relevant parties. • Lead several projects for development and deployment of new tools• Facilitated knowledge gathering activities and agent training • Deployed ITIL-based Best Practice processes

• Administered and maintained Terminal Server for support of client account.• Provided additional assistance to level 1 Service Desk agents.• Involved in ticket analysis and development of new knowledge articles to increase first call resolution.• Responsible for provisioning RSA tokens for client account.• Managed Service Desk agents.

• Provided expert technical customer service while consistently meeting or exceeding productivity expectations.• Provided superior technical assistance to customers both internal and external in the health, government, finance, and manufacturing technology sectors.

• Assured proper troubleshooting techniques were used to determine parts failure.• Process adherence and documentation review.• Provided assistance to level 1 agents.

• Handled client escalations for level 1 agents. • Assured team of approximately 20 agents met requirements for productivity. • Job functions included developing and running reports, and coaching for improvement.

Supported software and hardware for over eighteen major computer manufacturers including Gateway, HP, Compaq, Packard Bell, and NEC. Scope of troubleshooting included desktops, laptops, and printers.

Responsible for collecting data and test information for successful migration of Prime Co client to Lucent equipment.