Andrew Martin
Austin,TX
Summary
Experienced professional dedicated to providing high quality services and positive results. Proven ability to leverage experience, excellent verbal and written communication skills, innovative problem solving, and thought leadership to achieve organizational objectives. Experience coordinating with large global teams of varying skill sets. Strong background in internal and customer facing roles with focus on building relationships and providing timely resolution of issues by utilizing patience, attentiveness, emotional intelligence, creativity, and tenacity. Expertise in all levels of service desk delivery. Well versed in cost analysis and service desk solution design.
Overview
21
21
years of professional experience
Work History
Global Service Desk Cost Analyst
Dell/ NTT Data
01.2009 - 07.2023
- Primary point of contact for pre-sales questions pertaining to service desk operations, including confirming languages supported and seat capacity available at 10+ global sites
- Responsible for providing pre-sales validation for prospective service desk deals
- Ensure that proper assumptions are used for factors that drive cost: queue type, hours of operation, service level agreements, site, and average handle time
- Provide cost analysis for change management team
- Show cost impact of changes to environment due to volume or handle time changes, changes in coverage hours, and changes in scope.
Performance Analyst
Dell
01.2006 - 01.2009
- Managed service desk delivery quality and program performance for Allstate, EDS, GM, Honeywell, Northwestern Mutual Life, and PG&E
- Reported on daily, weekly, monthly, and quarterly program performance to executive teams; acted as consultant to delivery teams to drive increases in SLA attainment
- Managed tactical operations including root cause analysis of SLA misses, end-user escalations, case management, group mailboxes, and provided level-2 support to phone agents.
Technical Support Advisor
Dell Round Rock TX
01.2004 - 01.2006
- Delivered exceptional service by empathizing with customers'' concerns and resolving their problems quickly and accurately.
- Assisted clients with general support for hardware, peripherals, network connections, and external software
- CompTIA A+ Certified
Executive Escalation Representative
Dell
01.2003 - 01.2004
- Provided timely resolutions to customer complaints that were escalated to the highest level within the organization
- Coordinated with product/service providers to research and determine validity of complaints and evaluate remedies
- Exhibited a thorough knowledge of products/services offered, well developed customer service skills, and a clear understanding of company policy regard complaints
- Exercised a large degree of individual discretion and judgement.
Education
No Degree - Communications
Stephen F. Austin University
Nacogdoches, TXSkills
- Active listening, Written communication, Editing, Teaching, Negotiating, Open-mindedness, Inquiring, Customer service, Presenting, Summarizing, Documenting, Reporting, Patience, Positivity, Conflict management, Coaching, Mediating, Motivating, Compassion, Networking, Inspiring, Flexibility, Collaboration, Sourcing feedback, Reliability, Empathy, Observing, Problem-solving, Inferring, Simplifying, Conceptual thinking, Evaluating, Streamlining, Creative thinking, Brainstorming, Cost-benefit analyzing, Deductive reasoning, Inductive reasoning, Assessing, Evidence collecting, Troubleshooting, Mentoring, Envisioning, Goal-setting, Planning, Supervising, Training, Earning trust, Influencing, Adapting, Crisis management, Accounting, Word processing, Spreadsheet building, Speaking, Writing, Public speaking, Following etiquette, Explaining, Respecting, Proofreading, Representing, Rephrasing, Researching, Interpreting, Information processing, Organizing, Calculating, Modeling, Extrapolating, Predicting, Forecasting, Investigating, Statistical analysis, Call Center Operations, Cost Accounting, Data Analysis & Reporting, International New Site Startups, Global Program Management, Technical Services Operations Management, Metrics Design & Implementation, Authoring Technical Documentation, Knowledge Base Management, Product Support, Device Deployment, Vendor and Partner Management
Timeline
Global Service Desk Cost Analyst
Dell/ NTT Data
01.2009 - 07.2023
Performance Analyst
Dell
01.2006 - 01.2009
Technical Support Advisor
Dell Round Rock TX
01.2004 - 01.2006
Executive Escalation Representative
Dell
01.2003 - 01.2004
No Degree - Communications
Stephen F. Austin University
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