Customer Service Software

Location:

Inver Grove Heights, MN

Posted:

October 02, 2013

Contact this candidate

Resume:

James E. Jacobsen

507-***-**** Mobile **************@*******.***

Profile

Motivated, personable technical training/project management professional with a successful track record of small business leadership.

Talented and skilled at quickly mastering new technology and complex proprietary software platforms and a demonstrated history of proven

customer satisfaction on multiple levels. Authored and co authored numerous technical manuals designed to make use of software easier for

customers and clients. Highly skilled and competent in both help desk/customer service center environments and training/project

management development fields.

Skills Summary

Technical Support/Help System Administration Upgrades/updates

Desk Customer Service Staff/Customer

Software Testing Software/Hardware Education

Project Management configuration Technical writing

PC/MAC Expert Business consultation/ Graphic/Web Design

Proficiency level Multiple Development

platforms

Professional Experience

ADMINISTRATIVE: SUPERVISORY/TRAINING/COORDINATING

Supervise daily operations of 30+ hourly employees assuring smooth operation solving issues as they arose.

Completed weekly scheduling using approved matrix methodology to stay within approved hours.

Conducted performance reviews and evaluations on staff to assure compliance with company policy addressing both positive

performance and areas that need improvement using positive reinforcement methodology to achieve results.

Conducted interviews and hiring practices achieving 85%+ retention on hourly employees and 90%+ retention on

management personnel.

Design and deliver training for employees and clients. Used actual customer.employee experiences to aid in

training to achieve top level results for all staff. Developed and implemented various training materials,

conducted formal classroom sessions as well as virtual classrooms and one on one classes and virtual sessions.

Project Leader: supervise crew of 5 10 during PC upgrade of 2500 units for Mayo Clinic Health Systems. Provided

knowledge, guidance and insight, performed multiple site assessments, made educated contributions to managing entities,

trained new staff on best practices.

Customer Service/TECHNICAL

Learned proprietary software platforms quickly and overtook Technical support section providing impeccable customer

service:

Created technical instruction manuals to be used by clientele with proprietary software.

Full product line support for all customers with varied issues solving each quickly and decisively, with a near

perfect customer satisfaction ratio.

Provided customer training on said software platforms to alleviate future issues and provide the customer with

confidence.

Disassemble customer damaged files and repair them by replacing the XML platform and inserting the data to

recereate a complete functioning file with a very high success rate.

Familiarity with Cisco Routers and Switches, telecom and system administration procedures and roles.

Developed and implemented a software testing protocol:

Setup multiple testing stations both on and off site to test and reveal both program limitations and site limitations as

well as potential bugs forwarding the results to the programming department for resolution.

Notate software performance at various points of the creation process to assure proper operation.

Worked closely with development team to resolve issues and verify results.

Notated and assisted in resolution of long term issues relating to software issues:

Page 1

James E. Jacobsen

507-***-**** Mobile **************@*******.***

Found issues in code relating to newer versions of windows, specifically Vista platform.

Logged the problems in the code copying them to the programmers for rewriting.

Assisted in the confirmation of resolutions.

Previous Consultation Positions

Mayo Clinic Health Systems 2012 2013

Project Leader

Supervise installation crews for the Ambulatory Desktop Standardization Project.

Assisted networking and other projects as needed to facilitate timely completion with a high degree of accuracy and

customer satisfaction .

Configured software packages for deployment

Acted as a resource for the ADS Project to assist in coordination and promote timely completion..

Worked with Project Managers/Senior Project Coordinators to come up with solutions to deployment issues.

Worked in multiple areas and markets.

The pro companies 2001 present

Owner/Contractor

Manage all aspects of day to day operations as multi company owner and contractor

Scheduling.

Disciplined to self employment needs and responsibilities.

Finances: accounts payable/receivable, invoicing, insurance billing, budgeting.

Supervision of an average of fifteen subcontractors.

Training of Staff and clientele on software and hardware use

Configured and implemented multiple software platforms on various operating systems.

Created “ease of use” manuals for customers less experienced in computer technology.

Affinity Plus Credit Union 2011 2012

System administration/Help Desk

Assist department in maintaining structure and validity of server and user equipment and software:

Oversee new Commvault backup system, assuring proper configuration and operation fine tuning where needed.

Install new workstations and assisted operators in use and issues.

Work with other department members to come up with solutions to complex issues.

Assist with critical issues concerning the server system.

Worked directly on staff computers via remote desktop software.

Worked remotely as needed to achieve continuous 24/7 operation.

Marathon multimedia 2008 2009

Technical Support/Technical writing/Software Testing

Provided customer service and technical support to various doctors and medical societies:

Oversaw Technical Support Department, assuring issue resolution and smooth operation.

Learned and mastered multiple software platforms and instructed customers on use.

Manned helpdesk functions providing a high level of customer satisfaction.

Tested new beta software platforms noting issues and worked with development team to correct bugs and issues.

Configured operation systems as needed to achieve desired results.

Co authored several technical manuals to assist clients in software use.

Conducted various classes on customer service techniques, proper chain of command usage, phone etiquete.

Worked directly on customers computers via goto meeting as well as trained them in product usage.

walters publishing 2007 2008

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James E. Jacobsen

507-***-**** Mobile **************@*******.***

Technical Support/Software testing

Provided technical support and customer service to schools and teachers in creation of yearbooks and more.

Mastered Walters Publishings proprietary “EZBook” software platform, then taught it’s use to customers.

Manned helpdesk functions providing a high level of customer satisfaction.

Created and configured testing platform to test and debug new software.

Worked with developers to come up with solutions to program issues and limitations.

Rebuild corrupt customer files and return to customer.

Worked directly on customers computers via webex meeting.

Education

riverland community college – austin, MN

Associate’s in Applied Science, Computer Technology/Hardware 2010

GPA: 3.8/4.0