Customer Service Technician

M. Thomas Dillon

** ***** ****

Mystic, CT *****

Phone: 860-***-****

E-mail: *********@*****.***

OBJECTIVE:

My objective is to obtain a Help Desk or IT Support position which will

benefit from my acquired skills and knowledge as well as provide me with a

challenging environment and an opportunity to grow.

EXPERIENCE:

The Computer Merchant at CSC 1/13 to 6/13

Help Desk Technician

. Provided technical support to users for basic computer related

technical problems.

. Entered tickets into Remedy; ensured information was accurate,

prioritized and assigned to a queue.

. Answered help desk telephones and responded to basic customer

inquiries to ensure customer needs were met.

. Assisted customers in resolving basic technical problems by providing

scripted guidance regarding software and hardware problems.

. Resolved and/or referred more complex technical problems through a

defined escalation process.

. Logged and tracked inquiries using a problem management database and

maintained history records and related problem documentation.

. Identified, evaluated, and prioritized customer problems and

complaints to ensure that inquiries were resolved appropriately.

. Experience with solving computer related problems.

. Experience with company products, operation systems and escalation

policy.

. Good communication, interpersonal and organizational skills.

. Ability to work in a team environment.

. Supported Microsoft Office Applications, Active Directory, LDAP, SAP,

IdM, AS400, Share Point, etc.

Volt Workforce at Schneider Electric 7/2012 to 10/2012

IT Help Desk Technician

. Support of proprietary company desktop systems

. Desktop setup and configuration

. PC hardware and software upgrades

. Responsible for providing diagnosis and status information

. Participated in IS hardware/software projects

. Worked in PC systems networked environment

. Worked with PC productivity tools (MS Office, Lotus Notes, etc.)

. Assessed problems in an analytical manner

. Prioritized and escalated problems

. Explained technical information

. Worked within a team environment

. Other duties as assigned

The Computer Merchant at CSC at Electric Boat 08/11 to 04/12

PC Refresh Technician

. Assembled complete PC package for deployment.

. Removed and replace older PC with new PC package.

. Removed old HDD's and replaced with wiped HDD so older machine could

be donated.

. Assisted in Data Transfer.

. Mapped network printers on new machines.

. Assisted in troubleshooting software and hardware compatibility

issues.

. Assisted in Data Recovery.

Manpower at Pfizer 09/10 to 6/11

Inventory and Data Entry

. Performed tasks following specific workflow SOP; Tasks include reading

information on the culture storage vials, transcribing information

from the vials to printed documents, and entering the information into

Excel spreadsheets. Required proficiency in Excel with accurate data

entry.

. Provided Level 1 support for 5 Clinical Applications

. Acted as Account Access Administrator for 5 Clinical Applications

. Served as a focal point to communicate and resolve interface and

integration issues with other teams

. Granted appropriate access levels in restricted database to new users

on a daily basis, using established guidelines to determine correct

level of access

. Focused on quality output and high performance standards; attentive to

detail

. Accountable for meeting project timelines

KForce at From You Flowers 5/2010

Customer Service

. Answered incoming calls promptly to process orders and help customers

with buying decisions within the perspective of customer service,

offering upgrades and accompaniments. Answered questions regarding a

variety of service issues including but not limited to quality,

billing, accessories, etc.

. Determined appropriate scope of problem resolution and processed

replacements and refunds.

. Met established department goals, i.e.; average handle time, quality

service bench marks and performance targets on a consistent basis.

. Interacted with florists, when necessary to confirm deliveries and

solved any problems that arose.

Dominion Diagnostics 07/08 to 04/10

Client Services Supply Representative

. Maintain supply inventory

. Verify inventory levels

. Receive and store supplies

. Review incoming orders for quantities requested

. Inspect and verify supplies received against invoice and packing slip

. Process paperwork related to supply requests

. Ensure customer satisfaction and positive rapport with vendors

. Ensure proper care in use and maintenance of equipment and supplies

. Perform clerical duties related to maintaining stock inventories

. Print, package and ship client supplies

. Fill all orders requested through Call Center and Fax

. Fill scheduled monthly supply orders

. Create Beta packages for potential new clients

. Create new account Start-Up packages

. Create and adjust scheduled monthly orders according to client request

or account volume

. Update requisitions as needed, including changes in or new testing,

address, phone, fax, physician

. Courier duties as needed

EDUCATION

Culinary Institute of America, New Hyde Park, NY

Associates Degree Occupational Studies 1999

CERTIFICATIONS

Certified Fork Lift Operator 2007

COMPUTER SKILLS/SOFTWARE:

Microsoft Office, Lotus Notes, Active Directory, LDAP, SAP, IdM, AS400,

Share Point, UPS Worldship, FedEx

Enrolled in A+ course

Contact this candidate