Experiences at Electronic Data Systems (EDS)

I loved what I did at EDS in this role. I worked with EDS sales groups to develop help desk solutions for potential EDS clients. I developed a solution, the cost model and presented the results to the client. It was a great job.

Actually, I was transitioned into EDS through a Corporate Acquisiton with GMAC in 1985. I liked the company, the opportunities, and the challenges, and decided to stay.

Answered customer inquiries and resolved issues in regards to billing and collections for AT&T residential customers.

-- Processing and dispatching service requests for PC, Printer, and Server issues to appropriate vendors
-- Resolving complex customer support issues with designated product lines
-- Providing customer assistance for inquiries and complaints ensuring vendor adherence to contractual agreements
-- Problem solving concerning network issues, PC's, printers, servers, hubs, routers, and other supported hardware
-- Ensuring timely process flow including recognition, research, documentation, isolation, resolution, and necessary follow-up steps
-- Interacting daily with various helpdesks, customers, and vendors
-- Training new employees on procedures
-- Attention to detail
-- Documentation control and standardization

Other Positions Held Within the VMC:
--Voice Repair Team
--Offshifts Team - 3rd Shift
--Xerox Team...

Various roles for different accounts. Started as Help Desk Agent for Western Union account and was promoted to Help Desk Manager for AlliedSignal Account. Managed Staff and provided statistical reporting, managed to contract SLA, implemented Call Tracking software. Managed tech support department for internal EDS division. Responsible for Help Desk, LAN Admin, Procurement, and Project Management. Oversee Novell Servers and site connectivity....

I was selected for turning around a distressed help desk that was outsourced to EDS. For six months, I flew back and forth from Michigan to Rochester, NY.

I was selected because of my success with being a team leader at a stable help desk. This project severely stretched my capabilities because of the depth of the problems at the help desk and because I did not scale my leadership skills to match the needs of the project.

I made the mistake of failing to delegate responsibilty to the three people who had been assigned to assist me and I got too wound up about the many problems I encountered.

My manager was an excellent leader and she taught me to trust the people I had available by giving them tangible deliverables and she taught me to "Care, but not care too much."

By the time the project ended, I had turned the desk around, and had been recruited by two other EDS managers to join their organizations. I had also grown as a leader and as a person. It was an extraordinarily hard experience but it was one of the best experiences of my professional life. It also led to several other help desk turn around projects (this had become a specialty of mine)....

Technical Infrastructure Sales Support: (March 1997 - February 1999)
Supported customer pursuit efforts by developing help desk outsourcing solutions. Conducted due diligence, developed and cost-modeled potential solutions and presented those solutions to imminent customers. Successful at helping EDS sell profitable deals by ensuring solutions met customer needs as well as EDS profit targets.

Operations Manager: (July 1996 - March 1997)
Hiring/firing manager with salary administration responsibility for 45 to 50 support technicians and three team leaders. Developed 360 degree performance review training for individual performers and managers that generated immediate improvements in the quality of feedback. Several direct reports advanced to other leadership positions within EDS.

Distressed Help Desk Turnarounds: (January 1996 - March 1997)
Successfully led distressed EDS call center recoveries on numerous temporary duty assignments.

Team Leader: (April 1995 - July 1996)
Responsible for 12 to 15 software support technicians. Effectively mentored technicians to improve their soft skills, technical skills and call volume capacity.

Software Support Technician: (August 1994 - April 1995)
Answered end-user software and hardware questions. Developed subject-matter expertise in Excel, Word, Lotus Notes and Project....