Jeff Watts

Experience

• 

  Transamerica

  Jan 1997 - Sept 2001

  Provided Level 1 desktop support for Transamerica field agents. Troubleshot hardware/software problems, including Windows 95, 98, ME and 2000 issues. Tracked problem/requests from initial contact through final resolution. Coordinated software updates and distribution to our field force. Co-facilitated quarterly Team Building Workshops. Provided an understanding of the critical factors which impact the success of any team effort. Guided the practice and application of team building techniques. Provided a framework for developing action plans to strengthen the overall effectiveness of their team. Researched customer disputes through American Express, in compliance with the Fair Credit Billing Act. Canceled Money Smart certificates issuing cash value. Processed 1035 Exchanges. Prepared detailed customer requests consisting of Summary of Benefits and Service Request Forms.

  • Agent Support Analyst

    Apr 1999 - Sept 2001

  • Team Building Facilitator

    Jul 1998 - Aug 2000

  • Customer Care Consultant

    Jan 1997 - Apr 1999
• 

  Aegon Global Technology

  Sept 2001 - Sept 2021

  Had leadership responsibilities for a 24x7 service desk providing day to day helpdesk services to Aegon's global business partners. Responsible for managing all procedures related to identification, prioritization and resolution of business unit IT requests. Managed incident and problem ticket escalations to ensure customer request are met and service levels are maintained. Documented, tracked and monitored trends. Collaborated with other departments to deliver solutions and enhance quality of servoce to prevent future problems Show less Provided first level support to all Transamerica Regional sites by resolving incidents, logging calls, prioritizing, and escalating problems. Worked directly with the Charlotte, NC and St Petersburg, FL Regional site as a subject matter expert. Attended weekly change management meetings and informed the team of any upcoming changes to the environment. Responsible for handling Severity 1 issues by identifying potential high impact outages, sending the appropriate notifications, and hosting techline calls when the need arises. Show less

  • Manager, Workforce Virtualization

    May 2018 - Sept 2021

  • Level 2 Operations Manager

    May 2011 - May 2018

  • Help Desk Supervisor

    Mar 2004 - May 2017

  • Intermediate Helpdesk Analyst

    Sept 2001 - Mar 2004
• 

  Collins Aerospace

  Nov 2021 - now

  Manager, End User Operations

  Provide leadership and direction in the management and implementation of Collins Aerospace End User Services and Digital Technology ecosystem.