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• Created billing reports including invoices, purchase orders and profit and loss analysis• Assigned qualified technicians to projects by assisting the HR team with the recruitment processes• Built monthly progress reports for all projects to be presented to the management team for successfuldecision making and business development

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