David V.

About David V.

I am a highly adaptable and results driven professional who is passionate about creating…

Experience

1. Manager - IT Product Lead, Customer Operations

   Amerisourcebergen

   Oct 2019 — Present

   Accountable for end to end delivery of Salesforce projects and minor enhancements with regard to budget, risks, constraints and cross-functional dependencies for the customer support organization Manage staffing levels with consideration to required technical skills for upcoming projects and on-going operational support utilizing a variety of on and offshore resources through staff augmentation or full-time employees Own incident resolution process, including triage, recovery, root cause analysis and process improvement in a 24x7 critical application environment Collaborate with internal partners, stakeholders and external vendors to drive continuous improvement across technical and process landscape, identify the value derived from those changes and determine the cost-benefit, ensuring a tangible result is achieved Responsible for building relationships within business and IT to ensure smooth cross-functional collaboration Inspire team members to exceed business goals and strive for continuous personal improvement to meet career goals

Skills

• Customer Relationship Management (Crm)
• Incident Management
• Project Management
• Cisco Ios
• Business Analysis
• Directory Services
• Team Leadership
• Customer Service
• Juniper Technologies
• Business Strategy
• Contact Centers
• Switches
• Broadband
• Start-Ups
• Leadership
• Microsoft Office
• Icoms
• Integration
• Program Management
• Oss/Bss
• Networking
• Salesforce.com Implementation
• Telephony
• Call Centers
• Strategy
• Troubleshooting
• Strategic Planning
• Process Improvement
• Management
• Customer Satisfaction
• 5ess
• Vendor Management
• Marketing Strategy
• Salesforce.com
• Provisioning
• Voip
• Nortel Dms
• Analysis
• Voice Over Ip (Voip)
• Service-Level Agreements (Sla)