Customer Service Manager
Resume:
Nathan B. Schaffner
Phone: 919-***-****
Email: ************@*****.***
Summary
10+ years technical support experience including troubleshooting of workstations, laptops,
printers, software and servers over the phone and remote. Imaging PC’s, password
resets/security logins, fixing connectivity issues, and providing training to end user.
Exceptional customer service and leadership skills.
Technology
Win95/98/ME/NT/2000/XP/VISTA operating systems,SQL/Oracle, Compaq Deskpro EN 800 and
Compaq 5510 LAN/standalones, ccMail/ccMobile, Remedy EPTRS, HP Laser Jet 5/6 and Lexmark Optra
m410/e312/40 printers. VAX systems: VT220, VT320, VT420, VT510, VT520, Hayes-compatible
modems, Lantronix, DEC400/700 terminal servers. NT/2000, Novell, POS ONE-WinNT, VPN, EFT, Active
Directory X/Terminal Server, NWAdmin32 and User Manager for Domains. PCAnywhere v9.2 by
LAN/modem connection, WS_FTP, WS_Ping Propack and Remedy EPTRS (Enterprise Problem Tracking
and Reporting System).
Experience
Flight Systems Industrial Products Carlisle, Pennsylvania
November 2012 – Present
Quality Administrator
Handle all incoming and outgoing warranty paperwork, Answer and route calls to appropriate technicians
for support, Review warranty requests and issue return authorization for warranties. Implemented and
maintained training database for entire plant. Limited Windows support for Plant. Spearheaded and
researched implementing a knowledge base program for the company.
Hershey Entertainment and Resorts Hershey, Pennsylvania
April 2012 – July 2012
IT Support Analyst
Responsible for maintaining the software that ran the admissions ticketing for Hershey Park. Maintained
SQL database, web servers, and front gate hardware. Troubleshooting all issues pertaining to ticketing
system. Interfaced with third party vendors. Updated project managers on ongoing projects.
Lowes Corporate CSC Wilkesboro, North Carolina
April 2011 – April 2012
TDS Inventory Control Specialist
Responsible for tracking IT equipment; making proactive calls to store personnel; recording detail and
providing reporting in Excel. Daily generation of outstanding equipment spreadsheets. Maintain a running
count of all outstanding equipment and reported daily to supervisors. Maintained call logs for all of the
Inventory Control Team. Oversaw communications with vendors and with shipping companies.
Responsible for assigning tasks to other members of the team. Created and maintained weekly inventory
flow spreadsheets for reporting purposes.
Cozumel Mexican Grille Raleigh, North Carolina
January 2010 - February 2011
Bar manager/Server
Management Dynamics Cary, North Carolina
October 2008 – August 2009
Technical Support Technician / Customer On-boarding Specialist
Provided email and phone support for customers. Using SQL/Oracle, Unix, and Salesforce. Help clients
correct EDI messages to maintain accuracy. Key team member on customer implementations. Utilized
the Salesforce Customer service module to track customer trouble tickets, including opening new trouble
tickets within Salesforce and processing open tickets. Also added new contacts and new users to the
Salesforce application. We utilized Salesforce for reporting in our SLA metrics within the company and to
clients of Management Dynamics.
TicketFusion Raleigh, North Carolina
March 2008 - July 2008
Operations Representative
Provided phone support to clients and customers. Provided on-site support for clients if needed. Provided
extensive training to clients both via phone training and on-site training around the country. Responsibility
for every aspect of the client after the sales team had signed them up. Built and maintained their page
within TicketFusion. Administered the security logins for all clients. Built and loaded seating manifests into
the TicketFusion system. Built and maintained most of the events that were submitted to be put on sale.
Worked on ticket order fulfillment and everyday tasks, including printing, packing and sending out orders.
FM:Systems Raleigh, North Carolina
August 2007 - December 2007
Technical Support Technician
Provided frontline telephone, fax, and email support of FM:Systems software. Responded to customer
contact (phone, fax, email, internet); Log issues into web-based database; Troubleshoot customer issues;
Provide follow-up to customers until resolution; Maintain support issues in database; Provide Internal
Support and Development; Internal tech support assistance; Documentation tasks; Test software; and
create weekly backups. Utilized the Salesforce Customer service module to track customer trouble
tickets. This included opening new trouble tickets and working tickets that were opened from customers
emailing the support email address. Also added new contacts and new users to the Salesforce
application.
Etix.com Morrisville, North Carolina
April 2003 - May 2007
Operations Sr. Representative
Provided phone support to Etix.com 2500+ clients. This support was 24/7 via Blackberry pager and
laptop. Provided on-site support for clients when needed. Provided extensive training to clients via phone
training and on-site training around the country. Responsible for every aspect of the client after the sales
team signed them up. Built and maintained their page within Etix. Administered the security logins for all
clients. Built and loaded seating manifests into the Etix system via XML. Built and maintained most of the
events that were submitted to be put on sale. Oversaw Fan Club responsibilities and handled all aspects
of fan clubs sales from contacting promoters to obtaining inventory to actually building and maintaining
the sales.
Red Hot and Blue Raleigh, North Carolina
August 2002 - April 2003
Server/Bartender
EDS Raleigh, North Carolina
May 2001 - August 2002
Senior Help Desk Technician
Providing IT support for over 800,000 United States Postal Service (USPS) employees with questions,
problem determination and resolution with Win95/98/ME/NT/2000 operating systems, Compaq Deskpro
EN 800 and Compaq 5510 LAN/standalones, ccMail/ccMobile, Remedy EPTRS as well as USPS
proprietary applications; Also includes imaging PC’s using Ghost, troubleshooting HP Laser Jet 5/6 and
Lexmark Optra m410/e312/40 printers. Responsible for troubleshooting and configuring VAX systems:
VT220, VT320, VT420, VT510, VT520, Hayes-compatible modems, and Lantronix and DEC400/700
terminal servers.
Deliver simultaneous support of VPN/PPP connectivity issues. Provide staggered rollover support for
users/sites from PPP dial-up to VPN. Perform administrator level password resets for NT/2000, Novell,
POS ONE-WinNT, VPN, EFT and other USPS proprietary applications using Active Directory X/Terminal
Server, NWAdmin32 and User Manager for Domains. Performed password synchronization between
Novell Client32 and WinNT/2000 environments. Authored the troubleshooting processes for Resource
Management Database for submission to the entire National Applications team for efficient employee
troubleshooting and resolution.
Provided training classes on troubleshooting Resource Management Database and its predecessor
Enterprise Resource Management System. Worked closely with the Postal Customer to resolve
escalation procedures for Enterprise Resource Management System. Provided troubleshooting of client
problems and conflict resolution using PCAnywhere v9.2 by LAN/modem connection, WS_FTP, WS_Ping
Propack and Remedy EPTRS (Enterprise Problem Tracking and Reporting System). High end security
clearance required throughout employment.
Contact this candidate