DEBORAH A.

KENNEY
Cell: 708-337-7714
SUMMARY
A self-motivated Technical Support Professional with expertise in resolving comp
lex situations and delivering solutions that enhance customer relationships. A f
ocused and conscientious person with a meticulous eye for detail. Known as the
go to person who turns around high-profile accounts with a history of syste
m problems with the end result being a very satisfied customer. Proud of my very
strong work ethic.
Technical Proficiencies
Siemens Hipath 8000 VOIP, Hipath 4000, Hipath 3000, Hicom 150E, 9006, 9005, 8000
, Siemens Voicemail (all releases, including Xpressions), LC Win, Lucent/Avaya D
efinity, Audix Voicemail, Octel, Centrigram, Toms Vercuity, SAP, Remedy, Fleximo
ve; Microsoft Excel, Word, PowerPoint, Outlook
PROFESSIONAL EXPERIENCE
SIEMENS ENTERPRISE NETWORKS, Munich, Germany 1999-2008
Siemens AG (Berlin and Munich) is a global powerhouse in electronics, telecommun
ications and electrical engineering, operating in the industry, energy and healt
hcare sectors. Acquired Rolm 2000.
Technical Support Analyst, Hoffman Estates IL (2002 * 2008)
Performed complex remote configuration (MAC) in support of many high profile cus
tomers in the Managed Services Help Desk department.
* Gained the business of new customer, Nissan, by resolving 400 past due work
requests in a one month deadline. Selected by management to head this project.
* Took over several very large IBM accounts with a long history of dissatisfac
tion which had worked with previous analysts. Investigated, identified and resol
ved issues, which eliminated weekly management meetings with IBM. Received lette
r of commendation.
* Increased efficiencies in processing customer requests by providing numerous
initiatives to update and streamline IBM tool documents and policies and proced
ures.
* Trained and mentored less experienced workers which improved customer confid
ence and overall profitability.
* Updated customer site profiles consistently which became the go to pla
ce at a glance which documented all site specific configuration and steps of esc
alations needed when customers called with emergencies.
* Consistently exceeded customer service levels which contributed to revenue b
y resolving work requests in the contracted timeframe for each customer.
* Provided project management on Special Projects.
Account Specialist, Rolling Meadows, IL (2000 * 2002)
Accountable for all special projects out of the realm of routine Moves, Adds, an
d Changes (MAC) for several high-profile accounts: IBM, Siemens Energy and Autom
ation and AT&T.
* Standardized software configuration for hundreds of IBM locations which resu
lted in more efficient processing of orders. Responsible for communicating and d
ocumenting these changes to the IBM team.
* Won over dissatisfied AT&T manager and received letter of commendation for p
roactively escalating several major service issues. My commitment to resolving t
hose issues continued even after my shift had ended. Turned around key account.
DEBORAH A. KENNEY PAGE 2
Installation Specialist, Rolling Meadows, IL (1999 * 2000)
Provided project management and design in cradle-to-grave type installations. Re
sponsible for working remotely with customer contacts to define database for the
Hicom 150E, hiring of sub-contractors for on-site work, subcontractor statement
of work, materials procurement, provisioning of telco and defined system narrat
ives. Required ability to multi-task in a fast paced and demanding environment.
IBM/ROLM, Rolling Meadows, IL 1993 * 1999
Customer Support Center, Technical Consultant (1997 * 1999)
Processed customer calls and provided consultation services for National Account
team customers.
* Selected by management to design and implement Sears ' system configuration
for all Model 30 systems at 104 locations. Researched and implemented system st
andardizations which resulted in quicker turnaround times for each installation,
thereby reducing costs. Communicated with on-site technicians regularly and pro
vided them detailed documentation for each installation. Received award.
Systems Designer (1993 * 1997)
Designed, programmed and implemented complex configuration in a variety of indus
tries. My skill and thoughtful manner in working with inexperienced site contact
s given the assignment of making critical decisions regarding the design of thei
r company 's telecommunication system led to many highly successful installatio
ns. My attention to detail, research, ownership and customer satisfaction gained
me the reputation of providing very high-quality, near flawless design of my sy
stems.
For instance, I was handpicked by upper management to design and implement the f
irst Hicom 9006 in a very high-profile and sensitive hospital environment (Betha
ny Hospital). Researched applications thoroughly and worked closely with subcont
ractors, which reduced overtime usually associated with an installation of this
nature. Received award.
TOP FIVE STRENGTHS AS DETERMINED BY STRENGTH FINDERS:
Developer, Empathy, Responsibility, Harmony and Individualization
PROFESSIONAL DEVELOPMENT
Marketing Skills Workshop; Seven Habits of Highly Effective People
Organization Skills: Time Management; Excellence in Service: Working with Upset
Customers
Project Management: The Fundamentals; Technical Company-Sponsored Courses
EDUCATION
Computer/Business Courses, Illinois School of Commerce, Chicago, IL
Special Education Courses, Triton College, River Grove, IL
AFFILIATIONS
South Park Church; Oak Park Ski Club
Alzheimer 's Association; American Cancer Society
Susan B. Komen Foundation