4508-302 Alexander Valley Drive
Charlotte, NC 28270
DENNIS D. OBRIKAT Primary: 704.804.0826
Accomplished manager with over 16 years of comprehensive knowledge and expertise in all
areas of service delivery and technical support as well as customer service operations.
Successfully implemented key processes for improving performance around service delivery,
readiness, training, knowledge management and incident tracking throughout the enterprise.
Consistently delivered outstanding results, exceeding all performance expectations in customer
satisfaction and operational efficiencies. Exceptional organizational and analytical skills along
with superb leadership abilities and intense passion for delivering world class service.
CORE SKILLS AND ACCOMPLISHMENTS:
IT Customer Service Desk Manager Business Intelligence/Analysis/Reporting
ITIL Certified (Foundation) Call Center KPI Analysis
Service Delivery Quality Assurance Design/Implementation
Service Support Customer Satisfaction/Retention
IT Service Management Transformation Contingent Staffing/Outsourcing
Project Management Vendor/Contractor Relations, Management
Tideway Foundation Application Dependency Mapping
Wachovia, Charlotte, NC (2007)
Analyst: Corporate & Investment Bank Technology
Tideway Foundation deployment team
Business process architect for CIBT Application Integration and Monitoring group. Captured and
documented existing business processes while designing and integrating new workflow
procedures leading to successful rollout of application dependency mapping technology
(Tideway Foundation) throughout Corporate & Investment Bank as well as the entire enterprise.
Captured all relevant processes involving the on-boarding of Tideway Foundation
technology. Integrated current and new procedures into a unified set of repeatable
workflows, effectively establishing a model for data center proximity risk (DCPR) program to
better leverage Tideway Foundation technology.
Developed and implemented service request process leveraging InfoPath/SharePoint
solution to facilitate user ID and appliance access, host scanning, application modeling and
customer reporting requests for Wachovia Corporate & Investment Bank customers.
TIAA-CREF, Charlotte, NC (2005-2006)
Manager: IT Customer Service Desk
Managed all customer service desk operations and resources including staff of 35+ technicians
and team leads delivering technical support and services world wide with daily call volumes
Key contributor in IT transformation effort across entire enterprise. Designed and
implemented 3 tier phone support model, developing all procedures around ‘request for
service,’ incident and problem management processes to coincide with roll-out of new
service management tool.
Achieved significant improvement in key call-handling performance areas including average
handle time, speed of answer and service level.
Developed and implemented comprehensive quality assurance program for IT Customer
Service Desk technicians. Monitored and recorded phone support incidents, providing daily
performance feedback which lead to over 50% improvement in service delivery skills within
MICROSOFT CORPORATION, Charlotte, NC (1990-2005)
Team Manager: Customer Service Division / 2003-2005
Managed resources totaling over $1.5 million and staff of 25+ customer service agents,
including all developer support and technical-routing service operations in NC, with daily call
volumes exceeding 800.
Achieved 98% precision for incident entitlement, preparation and routing accuracy in
developer, platforms, messaging installation and setup issues.
Lead team to successful COPC and ISO 9001:2000 re-certification through strict
compliance with quality management framework and documented systems for consistency
and improvement around key customer related processes.
Designed and implemented customer callback process, establishing highly effective
customer engagement and communications around expected resolutions.
Managed multi-site project to improve performance of ‘grace case’ process, handling and
reporting. Reduced total number of grace cases by over 50% while increasing process
accuracy and precision.
Achieved annual savings of over $500,000 in wages and benefits through effective use of
temporary staffing providers, improving morale, minimizing turnover and reducing need for
Winner of Microsoft Corporation’s ‘Great People Great Performance' award for outstanding
leadership and teamwork during successful start-up of 100+ agent customer service center
in Bangalore India.
Microsoft Team Manager: Enterprise Messaging Support / 1998-2003
Effectively managed 50+ support professionals and technical leads in Microsoft Exchange 2003
‘Admin’, ‘Connectors’ and ‘Client’ specialty queues.
Focused team deliverables and goals around ‘resolve on first contact,’ ‘days to solution’
and ‘days to close’ metrics, significantly reducing incident labor, time/costs while increasing
over-all customer satisfaction to above 80% very satisfied.
Managed 30+ contingent staff, ensuring consistent accusation of top technical talent in the
Managed all department fixed assets from specification and ordering of new hardware to
recovery and disposition of older PC’s, servers and monitors.
Microsoft Support Engineer: Desktop Applications / 1995-1998
Delivered 2nd level technical support on numerous Microsoft Office products including Outlook,
Word, Excel, FrontPage, PowerPoint and Access, providing effective solutions to over 50
Routinely exceeded all service delivery goals by over 100% including daily phone goal,
MPI, call coding, labor reporting and customer satisfaction.
Technical Lead, managing 30+ temporary staff in support of Microsoft Office desktop
applications including Word, Excel, Outlook and Access.
Resolved highly complex and technical issues while effectively handling difficult customer
escalations, leading to improved satisfaction results.
Team Manager: Personal Operating Systems / 1990-1995
Managed Windows O/S and hardware technology support teams, directing 15+ support
engineers in call center environment.
Achieved exceptional team results, exceeding 100% of all service delivery performance
objectives, incoming call, labor metrics and customer satisfaction.
Met monthly call coaching and quality assurance goals, leading to exceptional results in
service delivery performance and satisfaction for Windows customers.
Supervised successful roll-out of technical support for numerous hardware and software
products including Windows, Excel, Word, DOS and ergonomic Mouse and Keyboard
Tideway Foundation Microsoft Exchange (client/server)
Windows O/S (Vista/Server 2008) Microsoft Office System (2007 & earlier)
Microsoft Visio Microsoft Project
Microsoft SharePoint (WSS/Server) Microsoft InfoPath
Microsoft Expression Suite Microsoft Reporting Services
Bachelor of Arts, Criminal Justice
California State University, Fullerton, CA
Tideway Foundation Core Skills Business Application Modeling
ITIL Foundation Certification ITIL IT Service Management Essentials
Workplace Diversity Effective Presentations
Coaching for Success Project Management
Call Center Management Team Leadership, Management Essentials
Captain, United States Marine Corps; Assault Amphibian Tracked Vehicles