Customer Service Manager
Resume:
Miriam Arocho
** ******* ***** ******** *****, N.Y. 10930
Email: ****@***********.***
TECHNOLOGY LEADER
Technology Management Strategic Planning & Analysis Team Building
Staff Training Customer Service Commitment and Reliability Problem
Solving IT Consulting
Over 15 years of solid contributions and blended background in technology
management and strong technical troubleshooting and analysis skills
balanced with strength in communication, teamwork, and leadership. Proven
expertise in project management from outset to completion, driving process
improvements at all levels with forward-thinking, strategic-planning
attitude to surpass expectations and goals.
Areas of Strength & Expertise
Technology Management Strategic Planning Technology Training
Team Leadership Technical Support Service Evaluation & Testing
Team Building New Product Development On-line Technology
Networking Hardware & Software Customer Service
TECHNICAL SKILLS
Highly skilled in troubleshooting, system upgrades, software conversions,
software and hardware installations, end-user training, policies and
procedures and new technology launch.
Software: Novell Client, Novell GroupWise, DNS Manager, Cisco/VPN Wireless,
Windows XP, Windows 2000, Windows 98/95/3.1, MSOffice2000/XP, MSOutlook,
Internet Explorer, Netscape, Norton Utilites & Anti-Virus, McAfee Anti-
Virus, HelpStar 7.0, Data General AOS/VS, Lotus Spreadsheets, WordPerfect,
Pagemaker
Hardware: Dell PC's (Optiplex) & Laptops, Toshiba Laptops, IBM ThinkPads,
Sony Vaio Laptops, Dell Pentiums 333, 200M, 100XPS, 486, 386 PC's, Dell,
NEC, TI and Toshiba Laptops, IBM PS2 Model 25-80, IBM XT's, Hewlett Packard
LaserJet Series 4050/4100, 5, 4, II, IIP, IIIP, IIID, DeskJet 1600c and
500. Colorado T3000, 1000 Tape Drives, Iomega Jazz/Zip Drives, MACII,
MACIICX, UMAX Scanner and Microtek 600Z scanner, Syquest 44MB External
Drive, DaynaFile External Drive, AppleLaser Writer IINT, Maynard 60MB Tape
Drives, DataGeneral MV4000, DataGeneral Tape Drive, Genicom 4440 printer.
PROFESSIONAL EXPERIENCE
Emerging Health Information Technology 2012 - 2013
Team Lead
Supplied technical expertise and business systems guidance to Manager
and team.
Participated in day-to-day execution of advanced level technical
activities.
Provided direction to the Service Desk Specialists.
Oversee assignments and the work of Team members.
Participated in delegating effectively and following up with staff to
provide support and guidance.
Assisted Manager with project planning.
Provided high level customer support and service.
Mitigated escalations of client incidents and issues. Assessed issues
and provided enhancements to existing systems.
Proactively analyzed systems to identify potential issues and
identify solutions.
NYU School of Law 1999-2007
Asst. Mgr of User Services
Provided timely support, service, and communication to the Law School
User community consisting of 500 faculty and staff, and 1500 students.
Oversee day to day operations of Help Desk to ensure all calls and
requests were met in a timely and professional manner.
Supervised and developed high level technical staff, including
hiring, training, and evaluating performance. Identified, categorized
and monitored assignments to ensure deadlines were met.
Worked closely with technical staff to ensure quality installation of
hardware equipment, operating systems and software programs; reviewed
work for thoroughness and accuracy.
Prioritized calls and requests; ensured proper follow-up, created and
maintained a Helpdesk knowledge base which logs and tracks all service
requests.
Established new and effective policies and procedures; and provided
computer troubleshooting for faculty and staff members and executive
personnel.
Supported and trained faculty and staff on software and hardware
equipment.
Collaborated with the Training Coordinator to ensure proper guidance
and assistance was provided via end user documentation and equipment.
Collaborated with faculty and staff members to track project progress
and ensure fulfillment of IT service calls, requests and goals.
Analyzed user feedback and Helpdesk knowledge-base, identified areas
of needed improvement and assisted ITS Director in implementing
solutions.
Evaluated new technology developments and trends in the computing
field including reviewing trade publications, attended conferences and
seminars on relevant topics, and consulted with vendor representatives.
Achievement Highlights:
Rollout of a more user responsive and robust Help Desk system.
Ordered hardware and software and trained faculty and staff
members.
Coordination and completion of 300+ faculty and staff move into new
building on schedule.
Coordination and completion of 500 faculty and staff relocation
site on schedule.
Coordinated and completed wireless installation and configuration
on more than 1,500 student laptops.
Coordinated and completed wireless installation and configuration
in student smart classrooms.
Consistently planned and completed projects on schedule.
Jim Henson Productions 1989-1998
Manager of PC Operations
Provided guidance and solutions to users concerning software and
hardware related issues. Installed new software/hardware and upgraded
existing software and hardware.
Supported and trained users on software programs and hardware
equipment.
Demonstrated and trained on software features. Performed hardware and
software diagnostics, hardware and software repairs, and determined
service repairs.
Collaborated with service technicians regarding software and hardware
related problems. Maintained a telephone accounting database on a
mainframe system; performed daily and monthly tape backups on
mainframe system.
Ordered and tracked computer hardware, software and supplies through
vendors. Installed and replaced computer supplies such as toner and
inkjet cartridges.
Researched and recommended new software programs and hardware
equipment. Maintained contact with service dealers and vendors
regarding software and hardware equipment.
Evaluated new developments in PC and MAC technology for future
company use, e.g., evaluated new software, attended Trade shows, seminars
and reviews trade publications.
Achievement Highlights:
Coordinated and completed software transition from MSDOS and Win3.1
to Windows95.
Coordinated and completed software transition from WordPerfect to
MSOffice.
Coordinated and completed user training on MSOffice and Windows 95.
Designed and maintained relational database program for various
departments.
Implemented monthly PC Newsletter and created documentation for
user manuals regarding software and hardware equipment.
EDUCATION & TRAINING
Associate's in Computer Science - Borough of Manhattan College
Professional Development
LAN Administration for Windows 2000, Microsoft Certified Professional
Implementing and Supporting Windows NT Workstation 4,
Introduction to MSAccess 7.0,
Windows 95,
Advanced Word for Windows,
Windows 3.1, Windows Support,
Networking PC's with Novell,
Dbase IV,
Pagemaker
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