Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic
Melissa Austin

Melissa Austin

Kingsport,TN

Summary

Client Relationship Manager with extensive experience in driving strategic initiatives and enhancing operational efficiency by over 30%. Demonstrates strong technical competencies coupled with leadership abilities, excelling in conflict resolution and client support. Proven ability to ensure project success and foster team synergy through effective collaboration.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Client Engagement Manager

CGI
Lebanon, Virginia
07.2024 - Current
  • Responsible for building and maintaining strong relationships with Clients, acting as the primary point of contact, overseeing project delivery, managing expectations, and ensuring client satisfaction throughout the engagement with CGI, while focusing on maximizing revenue and long-term partnership growth within the assigned client portfolio
  • Client Relationship Management: Establishing and nurturing strong relationships with key client stakeholders
  • Understanding client business needs and aligning CGI solutions to meet those needs
  • Proactively communicating with clients to address concerns and manage expectations
  • Internal Collaboration: Working closely with cross-functional teams within CGI including sales, delivery, technical support, and account management to ensure seamless client experience
  • Coordinating resource allocation and effectively managing internal dependencies

Cloud Service Desk Manager

CGI INC.
10.2021 - Current
  • Perform tasks within an infrastructure and enterprise configuration of solutions
  • Apply systems administration and networking experience in Windows operating systems, network routing technologies, enterprise storage solutions, and distributed computing technique
  • Perform tasks within a Cloud environment and work in an integrated working environment regarding Cloud and account management, supporting rapid infrastructure engagement
  • Create, configure and fine tune Client AD accounts to also include provisioning of VPN and Administrator accounts
  • Provide support, troubleshooting and design for our Cloud and Windows environment
  • Train and Onboard new member's that will provide support to the Cloud environment

IT Support Specialist

CGI INC.
06.2020 - Current
  • Track, support, and monitor IT support requests to full resolution in a timely manner
  • Act as the first line of support for end users by taking incoming phone calls, emails and chat
  • Responsible for resolving any issues with end user equipment and systems, which may involve dealing with vendors, end-users, other CGI support groups, and corporate management
  • To have a pro-active approach including recommendations for improvements when necessary and reasonable
  • To complete tasks related to the deployment of end-user computing devices, which may include imaging of workstations, and end -user configuration, which requires the administrative functions of scheduling, ticketing, shipping and receiving, tracking and reporting and problem resolution
  • Manage the physical inventory, which includes mobility devices, desktop and laptop computers, peripherals and other hardware as approved by management
  • Keep full documentation of physical inventory and support procedures

Team Leader/Supervising Manager

CGI
Lebanon, Virginia
06.2022 - 07.2024
  • Supervised teams and individuals, giving feedback on performance and setting goals for improvement
  • Organized schedules and daily assignments for team, leveraging individual knowledge, and strengths to maximize team success
  • Contributed to successful quality control initiatives and implemented new strategies and applications to improve employee work
  • Monitored team operations and workflow during busy periods, making adjustments to improve pace
  • Delivered monthly team and member metrics in a 1on1 basis to ensure member and team growth
  • Escalated quality issues to initiate remedial action
  • Maintained accurate records of completed tasks and projects
  • Implemented strategies to improve overall team efficiency
  • Resolved conflicts between team members professionally and efficiently
  • Fostered positive work environment to encourage productivity
  • Modeled exemplary behavior and standards to inspire staff members
  • Coordinated with other departments to streamline processes
  • Ensured all team members adhered to company policies and procedures
  • Created detailed project plans, including deadlines and resources required
  • Identified areas of improvement and implemented necessary changes
  • Responded to and resolved employee relations issues expressed by team members
  • Reported on team performance to upper management regularly
  • Process Improvements focused on improving metrics
  • Assisted in recruitment efforts by conducting interviews with potential candidates
  • Monitored progress on projects and adjusted timelines as needed
  • Onboarded new hires and mentored each side-by-side to build high-performing team
  • Carried out supervisory activities as outlined in organizational policies
  • Bolstered employee morale and performance of direct reports through clear and transparent communications
  • Facilitated regular meetings to discuss progress, challenges, and solutions
  • Developed strong communication channels within team
  • Collaborated with other team leaders to achieve company goals
  • Identified and addressed business vulnerabilities in areas governing asset protection and physical security

Northrop Grumman Corporation
11.2013 - 08.2017
  • Resolve issues surrounding computer hardware software, network and telecommunications systems while demonstrating expertise in customer service and technical knowledge
  • Receive inbound customer contacts via various channels (phone, email and web)
  • Record, maintain and update records in the Incident Management system, and follow knowledge database for troubleshooting and procedural guidelines
  • Route tickets for issues which cannot be resolved at the service desk (First Call Resolution) to the appropriate resolving group
  • Document and submit problem resolutions to the knowledge database to assist other Help Desk personnel with problem resolutions
  • To write, review and publish knowledge database articles as required
  • Provide support in process improvement initiatives
  • Provided SME (Subject Matter Expert) support to TIERS (Texas Integrated Eligibility Reporting Systems for the state of Texas), also to develop and implement effective training procedures for all new hires
  • Vice President of Northrop Grumman Employee Resource Group -Lebanon Division

CONVERGYS-DIRECT TV
05.2008 - 10.2010
  • To promote, advertise, and sale DIRECTTV branded products
  • To provide inbound and outbound customer service and support with the use and education of DIRECTTV purchased products
  • To provide outstanding customer service to inbound DIRECTTV customers
  • To provide technical support for equipment that needs programming or reset

Legal Secretary

Adkins & Hunnicutt Attorney at Law
Norton, VA
01.2004 - 04.2008
  • TO prepare legal documents, summons, and subpoena's
  • To petition the local courts on behalf of Clients
  • To maintain all incoming/outgoing mail, and accounts receivable
  • To schedule appointments, to meet with clients, to be a mediator with opposing Attorney's
  • Summarizing cases and preparing reports for attorneys
  • Conducting research, investigating facts and developing legal arguments
  • Drafting legal documents such as contracts, depositions and pleadings
  • Preparing and filing documents with courts
  • Organizing and archiving the documents related to completed and ongoing cases
  • Keeping track of changes in legal framework and providing timely updates on these changes

Education

Bachelor of Science -

Information Technology
02.2025

Associates Of Arts -

Information Technology
10.2022

MOUNTAIN EMPIRE COMMUNITY COLLEGE -

06.1996

GRADUATE FROM SAINT PAUL HIGH SCHOOL -

Saint Paul, Virginia
06.1994

Skills

  • Team liaison
  • Self-motivated
  • Persuasive Speech Delivery
  • Conflict resolution
  • Proficient in Negotiation Techniques
  • Detail-Oriented Organizer
  • Strategic Team Development
  • Data Coordination
  • Process implementation
  • Proficient in Client Insights
  • Process Improvement
  • Recruitment and hiring
  • Technical Equipment Troubleshooting
  • Focused Listening Ability
  • Strategic Planning
  • Team Building
  • Strategic Goal Development
  • Performance Management
  • Inspiring Team Performance
  • Team-Based Project Engagement
  • Effective Time Management
  • Strategic Problem Solving
  • Skilled Conflict Resolution Strategies
  • Task Assignment Proficiency
  • Effective Public Speaking
  • Strategic Decision Making
  • Change Management
  • Strategic Resource Distribution
  • Strong Verbal Skills
  • Schedule development
  • Operations Management
  • Inventory Management
  • Data Analysis
  • Team Leadership
  • Strategic Decision Making
  • Advanced Problem-Solving
  • Workplace Conduct Management
  • Staff Development
  • Client Support
  • Training and mentoring
  • Goal-Oriented
  • Performance Assessment
  • Quality Control
  • Technical Competence
  • Sector Expertise
  • Leadership Abilities
  • Operational Enhancement
  • Regulatory Compliance
  • Project Planning
  • Team Collaboration
  • Process Analysis
  • Effective Written Communication
  • Strategic Decision-Making
  • Client Relationship Management

Certification

  • HDI Support Center Analyst, 02/2015
  • ICND1- Interconnecting Cisco Networking Devices, 11/2015
  • ITIL Foundation Certificate in IT Service Management, 07/2015
  • Advanced Networking Certification, 05/2021
  • 1500 Hour Cosmetology Course, 06/2018

References

References available upon request.

Timeline

Client Engagement Manager

CGI
07.2024 - Current

Team Leader/Supervising Manager

CGI
06.2022 - 07.2024

Cloud Service Desk Manager

CGI INC.
10.2021 - Current

IT Support Specialist

CGI INC.
06.2020 - Current

Northrop Grumman Corporation
11.2013 - 08.2017

CONVERGYS-DIRECT TV
05.2008 - 10.2010

Legal Secretary

Adkins & Hunnicutt Attorney at Law
01.2004 - 04.2008

Bachelor of Science -

Information Technology

Associates Of Arts -

Information Technology

MOUNTAIN EMPIRE COMMUNITY COLLEGE -

GRADUATE FROM SAINT PAUL HIGH SCHOOL -

Similar Profiles

CREATE PROFILE
Melissa Austin