Jeff M. Byrnes
Mt. Juliet
Summary
Efficient and effective decision maker while respectful of both corporate policies/procedures and teammates. My performance record exceeds expectations by taking ownership of responsibility and then a willingness to challenge beyond.
Overview
18
18
years of professional experience
Work History
Lead IT Procurement Specialist
Deloitte
12.2017 - Current
- Day to day manager of the AT&T Wireless account for Deloitte
- Responsible for managing over 31,000 corporate wireless accounts that include smartphones, iPads, wearables, and mobile hotspots
- I work hand in hand with our AT&T account team overseeing plan implementations, complex billing inquiries related to domestic and international usage, the conversion from an individual pay system to a centralized billing system and all the intricacies that were included
- I.e., creation of new ordering sites, duplication of plans, testing to ensure there were no disruption to our customers, etc
- Completed numerous large projects from new plan implementations and testing, updating corporate card payment details with AT&T, and converting from an individual pay system to a central bill
- Work with our AT&T account teams to reconcile account balances and for adjustments due to overbilling of equipment orders or overbilling from incorrect plans provisioned on accounts
- Work closely with various departments in the firm to assist the end user with their smartphone account
- I work directly with the Expense Compliance group when reconciling customers expense reports, billing adjustments, and researching erroneous expenses
- Also, the communication team for ordering instructions, rollout of new device models, and any firm communication related to AT&T
- Purchasing mobile equipment for our practitioners and for testing
- This also includes working with AT&T on price adjustments for equipment and service plans
Analyst, Incident Resolution Team (IRT)
Deloitte
05.2016 - Current
- Provide second level support for firm support tools including DPS, Deloitte Survey Tool and EDRMS 2
- Assist users with resolving application errors, provide step by step How-to instruction and work closely with the application teams to resolve issues as well as, identify problems
- Proactively monitor and manage the incident tracking and escalation system (Service Now) to ensure clients incidents are acknowledged, updated, and resolved within the Service Level Agreement
- Worked with the Deloitte Survey tool upgrade team to provide CallCenter insight, feedback, assist with running test scripts prior to deployment and assisted the Knowledge Management team with transitioning knowledge documents from Service Desk to Service Now
- Maintain 100% on target for Ownership, Communication, Documentation and Resolution
Officer, Coach II, Loan Service
SunTrust
08.2013 - 05.2016
- Formed individual Development Plans for each team member to focus on areas of improvement and to emphasize areas of success
- Perform bi-weekly follow –up meetings with teammates to review performance
- Provide constant feedback to team members on their Financial Solutions performance, Service Quality and Accuracy scores
- Manage team metrics i.e., Adherence, ACW, Sales, Process Quality, and Clients Overall Satisfaction
- Improve the teams’ overall performance thru Coaching Sessions, Side X Side observation, and Call evaluation
- Educate teammates on policy and procedure updates / changes
- Coach teammates to provide one call resolution by educating the client on products and services that meet their current financial need as well as any future need
- Manage a team that averaged 187% to goal for Sales, 104% for Process Quality and 114% for Client Satisfaction over the last 2 years
Bank Support Specialist
SunTrust
11.2006 - 08.2013
- Provided help-desk support to bank staff on operational policies/processes, product knowledge/support, and problem diagnoses
- Assisted support staff with arduous questions from branch representatives’ and resolve escalated branch issues
- Serviced Retail, Commercial, and Private Wealth & Investment accounts
- Utilize multiple systems to analyze, identify, and resolve client inquires/transactional errors
- Educated (trained) /assisted bank staff on new promotions, procedures, products, and system tools
- Special manager projects: Supervisor/Assistance queue, Web form cases, Facilities help desk, Escalated SunTrust rewards & Delta SkyMiles issues
- Helped develop testing scripts for the Channel Link pilot system
- Appointed to supervise/advise new hires during their training period
- Assisting them with product knowledge, Operational processes, and navigating multiple systems
Education
Bachelor of Science - Sport Management, Business minor
The University of Tennessee
Knoxville, TN05.2006
Skills
- Supplier contracts
- Effective communication
- Purchasing processes
- Order placement
Timeline
Lead IT Procurement Specialist
Deloitte
12.2017 - Current
Analyst, Incident Resolution Team (IRT)
Deloitte
05.2016 - Current
Officer, Coach II, Loan Service
SunTrust
08.2013 - 05.2016
Bank Support Specialist
SunTrust
11.2006 - 08.2013
Bachelor of Science - Sport Management, Business minor
The University of Tennessee
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