Customer Service Human Resources

M el Gibbons

** **** **** ******

New York, NY **025

347-***-**** + ************@*****.***

Certifications:

-CompTIA A+ (2010) and CompTIA Network+ (2013) through extensive training from PerScholas

Institute for Technology

Work Experience:

Macy’s Systems & Technology

-Field Services Technician I (April 2012-Currently)

• I troubleshoot and repair POS (Register) equipment for Bloomingdale's Flagship store, including replacing

hardware components and solving software issues.

• In six months I was located to Bloomingdale's corporate offices, troubleshooting PC's, 3rd party software,

Macy’s applications, and hardware. I reimage Windows 7 OS for new hires, inter-office transfers, as well as

current users, to resolve critical issues. I also perform diagnostic testing on printers and multi-function devices

(HP and Lexmark).I respond to and close cases through a ticketing system. I create cases when needed as

well as follow up after I closed cases. With over 1500 users at 2 sites, from the mailroom to executives, and

the CEO, there can be as much as 20 cases a day.

• Through my experience in various customer service positions, technical knowledge and training, I am able to

convey even the most complex problems in simple terms to a diverse range of users.

• I've been assigned numerous projects such as AMI, Macy's hardware tracking system. PC Lifecycle, where

over 500 employees were upgraded with Lenovo Laptops, which each had to be, assigned, imaged and

distributed in less than a month. I was selected to oversee new Pop-up Shops for the Macy’s Thanksgiving

Day Parade, testing wireless registers and resolving any on-site issues.

Bloomingdale’s (SoHo Store)

-Human Resources Administrator (June 2011-March 2012)

• I’ve managed payroll for over 350 employees which included review of clocking errors and making corrections,

approved and input PTO (paid time off), and disability days at a 100% success rate.

• Using PeopleSoft (Oracle) software, I updated employee movement (terms, hires, transfers, wage changes).

• Issued counseling documents named RBP (Responsible Based Performance) tracked compliance and

completion of stipulations.

• Collected scores and input data which was coordinated with Department Managers with the administrative

process for PDR (Professional Development Reviews) and Performing Appraisals.

• Managed and recorded all LOA/FMLA paperwork and data.

• Supervised the HR Clerical duties.

Bloomingdale’s (SoHo Store)

-Human Resource Clerical (October 2008-May 2011)

• Prepared training room and materials for “New Hire: Onboarding” training class, including nametags, locker

room assignments, and creating first week schedules.

• Respond to requests for employment verification.

• Maintained Personnel Files (new hire paperwork, doctor’s notes, letters, etc.)

Education:

-Empire State College (Spring 2013 – Projected Summer 2015)

• Bachelor’s Degree in Business Management in IT

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