Jerry Fraley Email & Phone Number

Nashville, Tn, Us

Nashville, Tennessee, Us

Built and led a team that is responsible for 1st-tier, 2nd-tier and 3rd-tier IT support, staging, and deployment for all end-user hardware and applications, within the organization. Created a Technical Support Operating team to act a group of customer facing System Administrators allowing us to act quickly on urgent customer tickets.Clearly outline Service Level Agreements (SLAs) for response/resolution times and key performance indicators (KPIs) for customer satisfaction, first-call resolution, escalation rates, and resolution accuracy. Act as escalation point for all requests and incidents.

Brentwood, Tn, Us

In my role as Director Technical Support Services at NaviHealth, I continued my work started as Manager . I led a team in providing comprehensive IT support and deployment services, ensuring 24/7 coverage for users across the country. I implemented efficient software deployment processes and upgrades, enhancing overall system performance and user experience.

Brentwood, Tn, Us

-Managing a team that is responsible for 1st-tier and 2nd-tier IT support, staging, and deployment for all end-user hardware and applications, within the organization. -Strict SLA adherence ensuring customer expectations are met or exceeded. -Ensure that staff is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. -Act as escalation point for all requests and incidents.-Train, coach and mentor, including career development. Oversee all staff activities.-Provide data and reporting of KPI’s and trends-Oversee IT support KB repository and ensure top quality solutions are available to the staff-Manage process for communicating outage/emergency activities to the organization-Manage vendor relationships as it depends on daily operational needs-Review survey feedback to improve services, tools and support experience.

Round Rock, Texas, Us

Dell Federal Service DeskArmy Enterprise Service Desk, 7th Signal CommandClient Technical Support Sr. AssociateSeptember 27, 2010 - PresentDell, Nashville, Tennessee•Responsible for providing training to new-hire classes•Deliver vitality training to existing team members for new tools, processes or when gaps are identified•Develop new and vitality training materials base on requirements of customer and staff•Act as mentor and SME (Subject Matter Expert) during the training/ramp up process. •Responsible for ensuring new agents are aware of and meeting Service Level Agreement contract metrics related to problem response and resolution•Conduct weekly call audits on agents to identify opportunities to improve processes, identify training gaps and identify explanatory agents for Rewards and Recognition programs.

Round Rock, Texas, Us

•Responsible for providing training to new-hire classes•Deliver vitality training to existing team members for new tools, processes or when gaps are identified•Develop new and vitality training materials base on requirements of customer and staff•Act as mentor and SME (Subject Matter Expert) during the training/ramp up process. •Responsible for ensuring new agents are aware of and meeting Service Level Agreement contract metrics related to problem response and resolution-Conduct weekly call audits on agents to identify opportunities to improve processes, identify training gaps and identify explanatory agents for Rewards and Recognition programs.

Round Rock, Texas, Us

Glen Allen, Va, Us

Ca

Primary point of interface for technical issues between Global Network Technical Support all Partner & Distribution channels and other Nortel organizations.PRIMARY RESPONSIBILITIES: Provide interface for channels to Global Network Technical Support contributing towards maintaining and improving customer loyalty with distributors. Responsible for conducting regular touch base sessions with distributors to share and discuss operational details and make (and receive) recommendations for improvements. •Co-own customer escalations with technical support and design team members•Responsible for distribution of regular (weekly/monthly) Distributor performance metrics related to problem response and resolution times and for compliance to agreed upon targets.•Escalation trend analysis•Manage and resolve all customer service issues related to technical support and/or billing issues and disputes•Enforcement of TL9000 and TS744.x standards•Meet target of 10% cost reduction and/or cost avoidance each year.•Support directives to reduce case backlog by 50%.•Advise Executive management apprised of situations as they develop through the use of Customer Watch reporting tools. •Major containment activity requires co-operative cross-functional teaming with other organizations and customers for extended periods of time. •Provide regular feedback to GNTS Managers on the performance of GNTS engineers; collaborate on performance improvement objectives where appropriate •Partner with Channel Service Managers to ensure consistent strategies and policy information is delivered to all internal and external customers. •Identify process concerns within NETS / Design support groups that hinder progress and assist those teams in removing those barriers•Facilitate Post-Mortem reviews of all major HW/SW deployments or Incidents to drive continuous improvement changes•Hold regular meetings with NETS, Design and PLM to review outstanding customer issues

Ca

Manager for Technical Support Call Center supporting BCM and Norstar product line. Manager employees in Nashville, TN and assisted with Calgary team in a "act as" capacity during times when the Calgary manager was out of the office or unavalble.

Ca

Technical Support position supporting the distributors of Nortel Network's Norstar/BCM Product Line. Support responsibilities included troubleshooting, creation of maintenance/operating procedures, resolving complex equipment failures, remote training and configuration support. and CTI. Designed training tool / test bed for CTI applications in the Norstar &BCM product line. CAssumed responsibilities for crisis resolution, problem escalation and team leadership. Developed "Tips On Hold" for waiting callers in the ACD queue.Developed technical tip documents and bulletins as required.

Ca

Member of the Targeted Marketing Team whose responsibility was to generate viable sales leads for our partners.Delivery of these sales leads via custom written and downloadable contact databases.Team won the "President’s Award for Innovation" for our efforts and results.

Mass Communiocations

Computer Programming/Programmer, General