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Customer Service Manager

Location:
San Francisco, CA
Posted:
January 29, 2015

Contact this candidate

Resume:

William Valdez

317-***-****

acn24i@r.postjobfree.com

Professional Experience:

CurriculumLoft/CIM Educational Technology: April 2014 - Present

Technical Specialist

• Performing tier 1 troubleshooting for website, infrastructure, and end user computing issues

• Taking ownership of service problems, following up on the status of issues and communicating progress in a timely

manner.

• Assigning degrees of urgency to system and service issues

• Escalating unresolved issues to other team members or teams

• Perform routine services such as rebooting servers or networks

• Receive, log and manage calls from internal staff and external clients via telephone, email and support tickets

• Maintain a high degree of customer service during all support interactions, adhere and implement all service management

principals

• Support International educational Cloud content for desktops and mobile devices through an administrative portal

supporting over 64K users - team member

• Proactively testing software to ensure stable compatibility with customer environments, implementations, and new

software rollouts

• Develop and write procedural and instructional documentation

• Testing software compatibility for various platforms and generating bug reports for software developers to resolve issues

• Managing customer accounts and building client relationships through high quality Technical Support

• Performing customer intervention by communicating effectively and evaluating client satisfaction, account progress or

problems hindering successful educationalenvironments

• Communicating with customers, employees andsenior executives while translating IT solutions into easy to understand

discussions

• Obtaining pricing quotesfor customer sales inquiries

• Responsible for the management of shipping up to $12 Million of product (Including Software)

• Entrusted with depositing high value customer expenditure (Up to $300,000/deposits)

• Internal database and ticketing administration- following up with technicians on the status of open tickets and authorizing

escalations when needed

• Returned Merchandise Authorization management by maintaining an organized and fluid process

• Managing the fulfillment of customer insurance replacements

• Creating customer training material and processes for Windows, IOS, Android

Hewlett Packard & Eli Lilly and Company: Contract June 2013 – April 2014

Desk side Deployment/ Field Service Technician

• Team member of a Windows XP to 7 Migration of 37K international clients

• Performing Active Directory and administrative tasks when needed

• Windows XP to 7 desk side client upgrades, hardware installations and content backups

• Using Active directory to ensure proper domain authentication

• Performing group policy updates

• Troubleshooting Certificate Services to ensure client contains proper certificates for domain and VPN access.

• Installing BitLocker Drive Encryption Tools on Windows 7 and external drives to ensure sensitive data security

• Managing company assets via the merchandise portal for Hewlett Packard

• Windows SystemImagingand Windows Easy Transfer

PLV LLC: September 2012-April 2013

General Manager

• Operating Sierra Point of Sale Systems

• Financial plan management - $3million annually

• Organizing community events, local fundraisers and marketing events

• Developing long term financial goals

• Creating weekly employee and management schedules

• Managing employee reviews and administering corrective actions when needed

• Inventory Management of $10k weekly budget

• Developing and implementing employee policies and handbooks for up to 20 employees

• Payroll Administration and Scheduling

Information Technology Specialist - Independent: 2006-Current

PC Repair and Networks Technician

• Reimaging

• Virus removal

• Audio Video Installation

• Service calls

• Network configuration

• Email configuration

• Software installation and removal

• Hardware and software upgrades

• Home network setup

• Computer optimization

• Mac, IOS, Windows and android troubleshooting

Skills and Qualifications:

• Proficiently Bilingual-English / Spanish

• Ability to perform in high pressure situations

• Able to meet deadlines with consistency

• Capable of working both independently and collaboratively

• Strong organizational proficiency

• Software Installation

• Employee Management

• Project Implementations

• Windows OS 2003, 2007, 2010, XP, Vista, 8.1

• Skilled In Microsoft Word, Outlook, Excel Power Point

• 4+ years in Business Management

• 5+ years of Information Systems Technical Support

• Mobile Device Support

• Network troubleshooting

Education Training:

• CCNA Network+ Training

• Ivy Tech Community College – Information Systems Technology Management & General Courses

• Warren Central High School

References:

• Joshua Kennedy- National Technical Account Manager 317-***-****

• Matthew Alford- System Engineer 317-***-****

• Andrew Bolis- Network Admin-Technical Account Manager 317-***-****



Contact this candidate