dwight cranford

technical support manager

About

Operations Manager with a technical background utilizing Unix and Intel. Currently manage a team of 30 employees providing Operations support to over 300 customers. Provide leadership and guidance to the team, perform career discussions and performance evaluations. Focus on Continual Improvement projects to ensure that we are delivering the best of breed support to our customers.

Country

united states

City

raleigh

Industry

information technology and services

Skill

it service management, it strategy, troubleshooting, service delivery, management, itil, data center, it operations, disaster recovery, change management, sla, project management, ms project, vendor management, integration, it management, cloud computing, system administration, pmp, outsourcing, incident management, leadership, program management, it outsourcing, solution architecture, requirements analysis, enterprise architecture, project delivery, business analysis, process improvement, software documentation, crm, pmo, software project management, team leadership, sdlc, project planning, cross functional team leadership, service management, contract management, requirements gathering, customer satisfaction, supply chain management, telecommunications, six sigma, sharepoint, risk management, testing, product management, global delivery

Experience

operations manager

ibm

2006-2 - 2014-12 · 8 yrs 11 mos

account dpe

ibm

2004-5 - 2006-2 · 1 yr 10 mos

* Delivery Project Executive on a high focused IBM accounts * Oversee the Call Center and act as the single point of contact and escalation point for the customer on a 24x7 basis * Provide problem management and make sure that issues are resolved in a timely manner * Inspect and approve changes within the distributed environment * Provide status and SLA reports to the customer and project office * Ensure that the appropriate Processes and Procedures are in place and kept current

i and t specialist

ibm

1998-7 - 1999-8 · 1 yr 2 mos

* Provided Mainframe support to external customers * Traveled to customer locations to provide support for COBOL, JCL, and Mainframe. * Assisted with the Y2K migration of customer’s Mainframe applications. * Made changes to jobs that produced documents that would be sent out to the end users. * Provided on site support to the customer for four months and assisted with the setup and configuration for remote support.

focal account manager

ibm

2000-1 - 2004-5 · 4 yrs 5 mos

* Account Manager for multiple IBM eBusiness accounts * Provide problem management during issues 24x7 * Act as the escalation point during outages * Responsible for customer accounts; act as an escalation point for issues and outages on a 24X7 basis * Perform troubleshooting and escalation during issues and outages to the customer’s e-Business environment. * Schedule and manage the customer’s change control and ensure that changes are planned and performed successfully. * Create monthly reports for each customer that includes server availability, problem records, change records, and bandwidth utilization. * Help the customers plan for future growth to their environment.

level 2 call analyst

ibm

1999-8 - 2000-1 · 6 mos

* Level 2 call analyst taking external customer calls * Responsible for taking customer calls for the e-Business helpdesk. * Resolved customer issues utilizing Unix, Intel, and SUN Solaris operating system commands * Escalated to the appropriate Level 3 teams when necessary to assist with resolution * Provided feedback to customers to ensure satisfaction * Interfaced with multiple customers on a daily basis