Experiences at IBM - Global Business Services

Programmer/Analyst resposible for changes to existing Life+ System. We were the TPA fpr Assurant Life of Canada. once purchased by IBM, we were mainly analyst that defined the changes that were to be made by the Dakash Indian team.

Was employed by Liberty Life Ins which was bought by IBM. Basically, we just transferred over to IBM.

For me it was knowing someone I had worked with in a previous job (at AT&T Information Systems), who had raced with me there up the corporate ladder and then invited me to join him at IBM when they established a new organization to go after the Voice and Data Network Services business. He thought I was one of the few people, aside from himself, who could perform well in both technical and sales oriented roles and who really knew both voice and data systems from the inside out....

I managed a Professional Services practice which focused on business process re-engineering consulting and turnkey voice / data integration solutions for large call centers.

* Trained, coached and mentored Call Service Representatives on using measurements provided by leadership team to make them more successful and productive; resulted in increased individual and team productivity of 5%.
* Promoted to Team Trainer within 6 months of hire date

Business Analyst creating work schedules for helpdesk agents.
* Conducted virtual meetings using teleconference and NetMeeting technologies while working with multi national team involving US, Canada and India. Allowing me to gain international team work experience, and expand on my diversity work place experience.
* Analyzed call volume and arrival patterns to create optimal helpdesk schedules to achieve Service Level commitments, resulting in cost saving due to identification of over staffing.
* Identified leveraging solutions to leadership teams of helpdesk accounts resulting in cost saving through reduction of 4 FTE. Resulting in approximately $240,000 in annual savings.
* Developed team lead training program focused on optimal use of scheduling tools to ensure efficient and knowledgeable supervisory team. Resulting in reduced workload of the leadership teams.
* Redesign and standardize files provided to customers, improving customer satisfaction. This allowed customers to compare information provided by our team and it allowed our team to be better able to back each other up when needed due to standardized forms.
* Initiated department's compliance with ISO 9001 standards within one month of joining team. This allowed our team to gain the value of ISO 9001 compliance....

Team Leader for Federated / Unum Provident / Aventis Helpdesks, up to 60 person helpdesk account.
* Managed turnaround of struggling Unum Provident helpdesk by reorganizing procedure database and supporting helpdesk agents, under adverse conditions. Resulting in achieving our First Time Fix service level agreements.
* "IBM Reference Account" status for Unum Provident helpdesk within 8 months due to customer's satisfaction with helpdesk. This allowed IBM to give Unum Provident names to potential Helpdesk customers as a reference.
* Created and implemented system, where underutilized resources assisted other accounts at risk of missing Service Level Agreements (SLA). Implemented and successful on 6 occasions, resulting in accounts achieving SLA. Financial penalties of up to $20,000 per instance avoided.
* Created, developed, and delivered project, using Computer Based Training to reduce "one-on-one" training costs of helpdesk agents. Return on Investment - $27,700 for training 8 New Hire, Helpdesk agents.
* Implemented Statistical Process Control method across 150 End-User Services Helpdesks. Created and trained managers on Statistical Process Control method resulting in more efficient use of delivery manager's time
* Managed ISO documentation for ISO 9001 for 4 years. Internal and external ISO Audits resulted in no findings or observations. This required attention to detail and a commitment to solid organizational skills.
* Created and implemented accurate procedural documentation which promoted positive customer relationships and led to increased helpdesk staff moral which reduced staff turnover.
* Discovered Business Office reporting problem with ticketing tool which caused IBM to under report data to customer. Resolved issue increased IBM revenue by $50,000....