Zo R. Email & Phone Number

United States

• Ensure ticket SLAs are met by maintaining engineer calendars for proper dispatch, coordination and scheduling
• Keep customers informed of any scheduling adjustments and engineer statuses in real time

United States

• Provided excellent customer support by assigning the best fit technicians to handle customers’ requests
• Created and submitted billing reports to the finance and client services team
• Managed new and renewal SOWs as well as change requests

United States

• Ensured clients’ satisfaction by effectively reviewing their business priorities and objective
• Facilitated delivery of IT services to ensure success
• Achieved cost saving and revenue growth by effectively managing budget
• Performed financial negotiations with customers and third party companies
• Led and provided daily management and direction for the service delivery team in the America region
• Managed resource sharing to ensure that service level agreements are met

Antananarivo, Analamanga, Madagascar

• Successfully managed IT support projects in the EMEA region in order to guarantee customer satisfaction and retention
• Ensured smooth onboarding of new clients by assisting the transition team in setting up new projects
• Created various types of reports such as pre-billing, progress reports to be presented to the management team and the clients
• Provided quotes for short term projects and special requests

Antananarivo, Analamanga, Madagascar

• Implemented efficient ticketing management processes in order to effectively manage customers’ requests
• Constantly updated tickets until their resolution through multiple ticketing tools such as Service NOW,Manage Engine, Field View and OmniTracker.
• Escalated cases to the appropriate team and assigned them to the allocated technicians in charge whenever an in person visit is required
• Run daily, weekly and monthly reports to assist management team and clients with decision making andservice improvement

Antananarivo, Analamanga, Madagascar

• Provided step by step instructions through the phone to resolve customers’ issues on the company’splatform
• Logged the details of the issues and the work around in the ticketing system
• Escalated the issue to the proper team in charge if not resolved during the call
• Carefully reviewed contents published on the platform to make sure that they comply with the company’s policies

Murfreesboro, Tennessee, United States

• Collected student data using online surveys and stored them in databases for further analysis
• Provided reports to the University’s Senior Management Team by interpreting and analyzing the collected data using various queries and statistical methods

Nashville, Tennessee, United States

• Designed, developed and maintained the TNCC’s website

Nashville, Tennessee, United States

• Offered excellent customer services to all university staff, faculty and students in assisting them withsending and receiving mail and packages
• Created daily financial report to be sent to the USPS office, listing all the postage sold, money orders issued and the remaining inventory of the stam

Nashville, Tennessee, United States

• Assisted with grading tests and homework in programming and web development courses
• Enhanced the curriculum by performing some research on relevant IT topics and latest updates

Master Of Science - Ms, Computer And Information Systems Security/Information Assurance

Bachelor Of Science - Bs, Information Technology

Activities and Societies: Alpha Chi Honor Society