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Customer Service Quality Assurance

Location:
Los Angeles, CA
Salary:
90000
Posted:
September 12, 2013

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Resume:

STEPAN JOULFAYAN

*** ****** ***.

Residence: 818-***-****

Glendale, Ca 91202 Cell: 213-***-****

Email: **********@*****.***

Background Summary

Information Technology support management with over 25-years of experience, providing technology solutions

that met time challenges and exceeded expectations. Demonstrated ability to improve efficiency, productivity and

profitability to define timeline, resources and budget requirements from planning through production in business

environment. Proven ability to build and lead highly efficient teams by developing training and communication

concepts in understandable terms. Excellent communication, interpersonal skills & directional delegation skills.

Able to develop leadership talent for the organization.

Areas of Expertise

Technical and Project

Management

Quality Assurance

Standards

Cost Reduction / Budget Control

System Installation, Configuration

OBJECTIVE

To support and coordinate competitive Information Technology teams dedicated to the development, implementation,

operation and maintenance of mission-critical infrastructure and IT systems.

EXPERIENCE

LEONI Jewelry

2002 – present

Los Angeles, CA

IT Manager

Managing and coordinating operations and activities of IT staff; overseeing all development and maintenance support

activities of the IT department; Directing and managing the delivery multiple and complex projects, consulting with

management to analyze computer system needs for departments and functional operations; Managing the development,

identification, implementation, and monitoring of information systems. Duties include evaluating employee

performance providing guidance and feedback to staff; coordinating various activities and projects for IT department

and related systems such as hiring and effective training technical support teams to improve the service and delivery

across the company. Controlling departmental budget and providing input for budget development. Constantly

searching innovative technologies to enhance IT capabilities.

Microtek Lab, Inc.

1996 - 2002 Redondo Beach, CA

Consulting Group Supervisor

Supervised technical support staff of 33 technicians; Managed ACD (Automatic Call Distribution) phone system and

call volumes for Windows and Mac customer support queue. Interviewed, hired and trained new employees.

Supervised Mac, Windows and NT support teams; Handled escalated technical calls and resolved disgruntled customer

issues. Worked with different departments, such as repair, accounting, sales, customer service and marketing to resolve

customer issues. Supported warehouse operation, monitored inventory control and fulfilled shipping procedures.

Installed and used troubleshooting concepts and upgraded computer systems. Tested new hardware and software

releases.

SHL Systemhouse, Inc.

1995 - 1996 El Monte, CA

Senior Computer Operator

Operated mainframe computers and peripheral devices using IBM utilities; Monitored and responded to

various system messages associated with mainframe computers and AS/400. Run daily backups on Novell Netware

system. Installed, upgraded and repaired various types of PC's and software packages.

Litton Computer Services

1992 – 1995 Woodland Hills, CA

Senior Computer Operator

Operated and monitored Master Console for IBM mainframe computer. Responded to various outstanding system

messages. Operated peripherals, such as printers, tape drives, CRT terminals. Trained lower level operators; Provided

assistance to the Communications Support Staff; Directed other operators in the execution of duties as assigned.

Troubleshooting, repairing and diagnoses of Personal Computers and peripherals. Upgraded, installed and operated

new systems.

EDUCATION:

MBA (Master’s in Business Administration) Woodbury University,

2009 Burbank, CA

1992 Diploma ICT (Institute of Computer Technology,) Los Angeles, CA

1989 BS in Computer Science State Engineering University of Armenia, Armenia

TECHNICAL EXPERTISE:

HARDWARE IBM Mainframes, PC and Apple Computers (Desktops, Laptops, Servers), Tape Drives,

SILO,

AS/400, Siemens Printers, scanners and other mainframe related peripherals. Extensive knowledge

in firewalls, routers and modems.

SOFTWARE Operating Systems: Mainframe MVS/VSE, TSO, JCL, JES2, COBOL, PL-1, Assembler,

Fortran, Windows NT/2000/XP (workstations & servers), Windows, MS-DOS, UNIX, Linux, Ubuntu,

Installing, configuring Apache, PHP, Mysql, cPanel/WebHosting manager.

Microsoft Office, HTML, and Visual Basic Script web programming. Knowledgeable in creating

websites and webhosting applications. Proficient in Adobe Master Collection CS5 and other image editing

applications. Quick learner with ability to translate complex ideas and processes into technical facts or

persuasive non-technical presentation. Excellent organizational, communication and interpersonal skills

and ability to prioritize workload. Attention to detail and precision, solid work ethics concerning meeting

deadlines and reliability.

AWARDS and RECOGNITIONS:

“Employee of the Month”

Litton Computer Services

“MBA Special Recognition” Woodbury University

“Outstanding MBAA Student” Woodbury University

Councilmember for AESA (Armenian Engineers and Scientists of America) organization.

LANGUAGES: Fluent in English, Russian and Armenian.

REFERENCES: Available Upon Request



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