Handles customer technical support cases through phone, email, and ticketing submission. Works to improve existing programs by evaluating objectives and specifications, actively tests proposed changes and makes recommendations. Achieving customer resolution management through collecting relevant data, identifying and evaluating options and suggesting a course of action. Maintaining exceptional vendor relationships with our 3rd party partners.

Maintained satisfactory business controls posture within the North America Business Partner Channel Sales organization which marketed equipment and services to end-users. Ensured the team successfully passed all internal audits and Price Waterhouse Cooper engagements, implemented annual self-assessment programs, ensured key accounting controls were executed and developed operational controls where needed, identified areas of weakness and minimized overall controls risk.

Provided controls guidance to line management teams within the Business Partner Support and Fulfillment Organization. Ensured Controls and Accounting rule changes were integrated into our Contracts, Disbursements, and Firm Order Business processes. Worked with Staff process owners to review new processes and directives in order to identify and alleviate any potential high risk exposures. Collaborated with the Global Controls team to guarantee the continuity of Sarbanes Oxley testing for North America within an overall Worldwide construct.

Executed personnel management responsibilities for a team of 20 that processed new and renewal maintenance and service contracts. Also managed the team responsible for extended maintenance quotes/pricing. Responsibility included hiring, employee development, differentiation, motivation, attrition and diversity to drive high performance of team measurement results and high customer satisfaction ratings. Responsible for managing the daily operations of over 30 IBM Business Partner accounts which regularly submitted multi-million dollar maintenance and service contracts.