Cindy Nelson

Experience

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  Lucent Technologies

  Aug 1998 - Aug 2000

  Responsible for the design and implementation of policies and procedures to ensure that quality standards were met for calls and tickets.• Served as the quality focal point for support center analysts as well as all support partners.• Worked with the management team to understand support center needs and develop a quality plan to address them.• Monitored and published reports that measured the effectiveness of the Global Support Center’s Quality Strategy. Responded to, investigated, and resolved various technology issues related to software, hardware, connectivity and mobile devices. Served as first point of escalation for other analysts on the shift.• Documented support processes to be included in the knowledgebase.• Provided support to global users for enterprise applications.• Served as first point of contact for support issues and associated escalations on the second shift.

  • Quality Manager

    Aug 1999 - Aug 2000

  • Help Desk Analyst/Shift Supervisor

    Aug 1998 - Sept 1999
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  Agere Systems Inc

  Jul 2000 - Sept 2006

  Operations Manager

  Implemented and insured execution of IT procedures and operations by Service Desk personnel.• Responsible for daily operations of an outsourced Service Desk specifically focused on meeting established Service Level Agreements.• Ensured support procedures were followed created new procedures as necessary, in conjunction with other Service Desk Managers.• Communicated support changes to the Service Desk team and incorporated changes into the knowledgebase.• Coordinated and lead meetings with support groups outside of the Service Desk to work through issues.• Communicated outages to end-user community regarding services and applications that were supported by IT.• Responsible for daily interaction with the outsource supplier ensuring that service expectations were set and subsequently followed. Show less

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  CDS Global

  Feb 2008 - Jun 2009

  Customer Service

  Processed images to ensure that customers got their requested subscriptions and payments were processed in a timely fashion. • Followed documented procedures for image processing that varied based on client request.• Recorded and ensured accuracy of new customer data and verified order information to fulfill customer requests.

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  Ajilon Consulting

  Mar 2009 - Jun 2009

  Technical Support Specialist for Ajilon Consulting at PPL

  Processed incoming requests from end users needing database access to support nuclear outages. Responsible for evaluating requests, implementing permissions and walking customers through the login process.• Established database accounts for contractors involved in activities related to nuclear facility shutdown.• Documented procedures for various activities performed by the DBA team to ensure consistency across the group

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  Maintech, Incorporated

  Jun 2009 - Apr 2013

  Helpdesk Manager for Maintech at Carpenter Technologies

  Responsible for staffing, training and performance analysis of all analysts on the desk. Contributed to escalated problem resolution by giving in-person, hands-on support to end users when necessary.• Responsible for daily operations of a 24 x 7 Help Desk; specifically focused on meeting established Service Level Agreements.• Communicated client support changes to the Help Desk team (on-site and remote); incorporated changes into the knowledge base.• Conducted regular meetings with IT department and various remote sites to ensure open communications and verified that support requirements were fulfilled.• Held quarterly reviews of Service Desk performance with Director and CIO.• Communicated information regarding scheduled and unscheduled IT outages to the user community so they understood impact on their daily activities. Show less

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  Experis Executive France

  Apr 2013 - Jun 2015

  Data Analyst for Experis at PPL

  Supported milestone planning related to infrastructure projects. Gathered and analyzed data related to available capacity across the data center. Provided reports to aid in communication of capacity improvement opportunities. Performed Quality Assurance on all hardware before it was made available to handle upcoming capacity.• Created Quality Center folder structure to be used by the Engineering team for storing test plans.• Wrote test cases to verify accuracy of such tasks as chassis, blade and rack mount configuration.• Manually ran test cases against hardware prior to the equipment being moved into the new Data Center.• Provided reports and analysis regarding storage, server and database capacity for use by managers and executives. Show less

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  Experis India

  Jun 2015 - Sept 2017

  Service Management Analyst for Experis at Talen Energy

  Design and support the implementation of ServiceNow at Talen Energy following their divestiture from PPL. Assists with requirements gathering, design, and testing of new releases. Serves as the primary liaison to the Service Desk provider supplying information related to new areas of support, changes in support and implementation of new operational procedures.• Implemented incident and problem management processes including design, testing, training and operational communications.• Process owner for incident management and problem management; managing the day-to-day activities of the processes and the tool for these disciplines.• Liaison for the Service Desk provider; supplying daily information related to new areas of support, changes in support and implementation of new operational procedures.• Identified and managed multiple projects focused on expanding Service Desk support to multiple locations and enhancing existing support by implementing SLAs and Customer Satisfaction Surveys. Show less