Customer Service Manager
Resume:
Daniel Hofstedt
Maplewood, MN 55109
**************@*****.***
Objective: To obtain a challenging IT position with an organization where I can use my education,
certifications earned, and customer service skills to improve the company’s productivity.
Technical Certifications
• CompTIA (FCO-U41): Strata IT Fundamentals
• MTA (98-366): Networking Fundamentals
• SDP: Service Desk Professional
• MTA (98-349): Windows Operating System Fundamentals
• MTA (98-365): Windows Server Fundamentals
Currently Pursuing:
• MCTS (70-680): Windows 7 Configuration
• CompTIA (HIT-001): Healthcare IT Technician
• BCMT: Brensten Education Certified Mac OS X Support Technician
Technical skills
• Experience with adding/removing computer hardware
• Knowledge of basic computer hardware support and trouble shooting
• Knowledge of configuring and troubleshooting Microsoft Office 2010 applications
• Experience with connecting Microsoft Office Outlook 2010 to Microsoft Exchange
• Understanding of help desk metrics, prioritizing issues, and methods of providing support
• Experience with Windows operating system networking
• Experience with TCP/IP
• Experience with IPv4 and IPv6 configurations and troubleshooting
• Knowledge of networking hardware and devices, including switches and routers
• Experience with VPN configurations and tunneling protocols on Windows operating systems
• Experience with supporting and configuring Windows 7 in an Active Directory environment
• Knowledge of capturing and deploying Windows 7 images using Microsoft imaging and deployment
technologies
• Experience with troubleshooting network connectivity on Windows 7
• Experience with supporting application compatibility on Windows 7
• Experience with configuring and troubleshooting NTFS and Share permissions
• Experience with configuring Windows 7 AppLocker and BitLocker security features
• Experience with supporting, configuring, and basic troubleshooting of Mac OS X Lion
• Knowledge of basic support roles for IT staff in a healthcare organization
• Knowledge of HIPAA Privacy and Security rules
• Experience with installing and configuring Windows Server 2008
• Experience with installing and supporting Active Directory
• Experience with configuring and deploying Group Policy
• Experience with Microsoft DNS and DHCP
• Knowledge of data backup and restoration procedures
• Experience with installing and configuring WSUS and IIS for support of client updates
• Experience with configuring and supporting security of shared folders and printers
• Knowledge of configuring IIS for web site hosting and authentication
Experience
IHOP, Oakdale, MN May 2012 –
Current
Server
• Responsible for excellent customer service, food order fulfillment, and point of sale transactions that met
or exceeded the company quality guideline requirements to ensure customer satisfaction
• Successfully assisted customers with complaints by listening, identifying the issue, and creating a
solution that satisfied the customers to increase the probability of customers returning
• Maintained a positive working environment with managers and co-workers while safely and accurately
performing my numerous job duties in a high paced workplace
Safe USA, Cannon Falls, MN January 2006 –
January 2011
Assistant
• Fabricated Power lifting Belts and various weight equipment
• Facilitated customer calls and orders
• Load and unload various raw materials and equipment; delivered and assembled ordered equipment
CMI (mailing Center), Lakeville, MN June 2008 –
December 2010
Floor Manager
• Configured software / equipment to prepare for job to run using a line printer, auto-inserter and
industrial printers
• Motivate and support floor workers to provide quality products in the allotted time frame
• Learned to preform basic and intermediate repairs on mailing machines through study of the user
manuals
• Prepared job reports
• Delivered finished jobs to post office
Blockbuster Video,
West St. Paul (Robert Street) – St. Paul (Grand & Lexington) – Maplewood (White Bear Avenue), MN
January 2002 – January 2006
Assistant Manager
• Maintained a high level of customer service while fielding customer complaints and concerns
• Responsible for point of sales terminal
• Created work schedule for employees ensuring all shifts and job duties were fulfilled
• Completed nightly paperwork
Education
Brensten Education: Hopkins, MN Graduation: July,
2013
• Earned Microsoft and CompTIA certifications
• Attained job-ready experience through accelerated and comprehensive hands-on laboratories
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