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DONALD B.

ROMO
Gilbert, AZ, 85298 | (480) 206-3119 | don.romo@yahoo.com
LinkedIn: www.linkedin.com/in/donaldromo/en

HELP DESK - CUSTOMER CARE / IT PROJECT MANAGER


PROFILE: Consummate professional with a stellar career across service delivery management, process improvement,
customer relationship management, and training/development. Excels in customer service, IT strategy, and
deployment/migrations. Hands-on leader with keen insight into identifying and resolving operational issues to
maximize workflow.
CANDIDATE DIFFERENTIATORS Include a sophisticated understanding in business and technology across outsourcing,
IT infrastructure design, joint ventures, and risk management. Manages complex product/application releases to
ensure smooth transition and optimize operations.
AREAS OF EXCELLENCE

Process Improvement
Relationship Management
Training / Development
Team Supervision
Workflow Scheduling

Network Administration
Call Care Management
IT Infrastructure / Design
Deployment / Migrations
Root Cause Analysis

Project Management
International Business
IT Strategic Planning
Customer Needs Assessment
Quality Assurance / Testing

RECOGNITIONS / ACHIEVEMENTS
BANK OF AMERICA:

Within six months, dramatically improved Service Level Agreement call response from 60 to 30 seconds achieving
customer satisfaction in the 98-percentile range.

Gold Award for exemplary support and collaboration of the enterprise wide release of new product, 2014.

Silver Award for the Investment Management (GWIM) chat support effort, 2013.

Silver Award for efforts in moving 40 service desk agents to home office support environment, 2012.
IBM GLOBAL SERVICES:

Received Certificate of Appreciation for efforts in developing/implementing 6 NT servers and production


applications within 10 days for a priority move with 5000 users resulting in a smooth 7-day transition.

Bravo Award for developing/implementing a new application yielding a cost savings of $1.2M during first 3 years
in production, 2000.

PROFESSIONAL EXPERIENCE
BANK OF AMERICA, Gilbert Arizona
2009 FEB 2015
VICE PRESIDENT / TECHNOLOGY MANAGER
Oversaw new product on boarding, services, and processes to the Premium Service Desk.

Ensured agent training, support documentation, tools, and expected support were aligned with Service Desk/
Service Level Agreements and customer support objectives.

Served as liaison between product owners and operational management to assure a smooth transition of release
and Service Level Agreements functioned without interruption.

Conducted root cause analysis on call type data to identify and resolve issues with specific incoming products
effectively reducing incident volume to 25%.

Managed an average of 15-20 engagements across a 3-year period without impact to Service Level Agreements.

Effectively decreased customer wait time through cultivation and supervision of a 10-agent team supporting users
in a chat environment.

Collaborated with multiple lines of business to establish customized Service Level Agreements, benchmark
baselines, and manage key deliverables.
-Continued-

DONALD B. ROMO

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COUNTRYWIDE FINANCIAL (TRANSITIONED TO BANK OF AMERICA), Chandler Arizona


20042009
CORPORATE HELP DESK MANAGER (20062009)
Advanced with corporate title of Vice President accountable for workflow operations across 50 domestic and 100
offshore agents.

Tracked/modified call flow between U.S. and offshore team to ensure daily Service Level Agreements were met.

Monitored call trending to ensure product or level II support teams were alert to issues or outages that may affect
company SLAs.

Identified high call issues and engaged support teams to address/resolve concerns notably reducing repeat calls.

Ensured team training for new and updated products or services.

Orchestrated staffing with outside vendors on a contract to hire basis.

Interacted with off shore support team in India to maintain service consistency on a daily basis.
APPLICATION SUPPORT MANAGER (20042006)
Exercised oversight across daily operations and assured Service Level Agreements were maintained.

Developed and led an application support team for a new startup campus.

Expanded one team of analysts to three teams within two years.

Coordinated agent training and ensured resources were made available to aptly support company users.

Fostered strong working relationships with product owners, L2 support teams, and escalation managers to
provide top services to users.

Tracked and monitored first call resolution (FCR) and talk time to align agents with appropriate tools/training to
meet Service Level Agreements.
IBM GLOBAL SERVICES, Seal Beach, California
19972002
NETWORK ENGINEER / SYSTEMS MANAGEMENT INTEGRATOR (20002002)
Managed Boeing Corporation primary account including backup support for five additional national accounts.

Designed and implemented 6 NT servers within 10 days for a priority move of a multinational organization with
5000 users.

Ensured 100% uptime through administration and support of NT services comprised of 5000+ desks and 23
servers countrywide

Installed and maintained web based applications and administered technical support.

Developed, configured, and tested new version of IBM ECI server employed as a bridge to transfer hardware
tickets from current Boeing framework to IBM mainframe database.
HELP DESK LEAD / TECHNICAL SUPPORT ANALYST (19972000)
Handled Texaco Oil Corporation primary account and supported Boeing help desk when needed.

Served as help desk technical lead analyst across a call volume of 500-600 daily calls.

Developed and implemented a new Lotus Notes application for help desk personnel.

Monitored, trained, and directed level I help desk analysts in proper coding and method of creating tickets.
TECHNICAL SKILLS
Microsoft Excel, Word, Visio, Lotus Notes, MAS, Windows Workstation OS (XP, 7), Android devices, VPN, VOIP;
RemotePC, Remedy, Maximo, Remote Access, Work Force Management, NICE, ACD/IVR, and Avaya call routing.

EDUCATION
MT SIERRA COLLEGE, Monrovia, California
BACHELOR OF SCIENCE IN TELECOMMUNICATION, 2000
UNIVERSITY OF CALIFORNIA, Long Beach, California
Microsoft Certification Program, 1996