Customer Service Manager

SUDCHAI SWANGPHOLKRANG

***** *. ******** *****, ** MIRAGE, AZ

********@*******.*** 602-***-****

Objective:

Energetic, result driven with extensive experience in Help Desk

Support and strategies through

educational channels to private and public organizations. Solid

background in managing complex technology

delivery projects with cross functional teams. I excel in maximizing

the potential of existing technology options. I

am dedicated to delivering a superior end user experience by

balancing technical expertise with rapport

building skills. I am looking forward to join an organization that

will utilize my experience and challenge my

abilities.

Summary of Qualifications:

Over 15 years of progressive Information Technology, project management,

curriculum development, training

and administration experience Effective in classroom/web based

facilitation and individual instructions.

Excellent Written and oral Presentation Skills Strong background in

curriculum development and computer

system, networking hardware and software Strong leadership skills, able

to empower and make decisions.

SYSTEMS EXPERIENCE/EXPERTISE

- Customer Service & Relations - AIX Unix / Linux

- Troubleshooting & Configurations - VMware

- MCSA / CCNA

- Problem-Solver / Helpdesk - Project Management

Solutions - Active Directory Management

- Remedy, Track-IT - SQL queries / Crystal Report

- Disaster Recovery - Cisco call Manager

- Window XP/ 7

- Share Point / Exchange

EMPLOYMENT BACKGROUND/TRANSFERRABLE ACCOMPLISHMENTS

Anthem College - Phoenix, AZ

2010 - Present

Technical Instructor

By providing our students with resources to help perform tasks

associated with installing, upgrading and maintaining computer network

systems in typical LAN/WAN environments. This program explores a

number of networking and internetworking technologies. Additional

curriculum topics, investigated through classroom and laboratory

experiences which includes:

< Developed and maintained technical curriculum for Computer Network

Security.(WAN/LAN, CISCO switches and routers, etc.)

< Managed the creation and maintenance of the exams associated with

assigned curriculum.

< Developed various on-line techlabs that were used by a student body of

900 and 15 instructors.

Managed feedback and direct e-mail sent from instructors and students.

< Created and maintained course guides, Instructor guides and reference

manuals associated with assigned curriculum.

< Maintained a 24 hours respond time to student postings and inquiries

on the discussion board for my specific courses.

< Monitored and assessed student progress and communicates the same on a

regular basis to students and their parents.

< Diagnosed, instructed and evaluated specific student needs and seeks

assistance of district specialists as required.

TransCore - Dover, DE

8/2008 - 12/2008

Customer Service Lead

Planned for strategy changed, established team support, and used

methodical approach for planning and implementing for successful

customer support.

< Supervised over 15 employees in fast pace environment.

< Provided first level solutions to all services and technical

questions, troubleshooting & diagnosed

products and helped setup accounts via internet.

< Reviewed and monitored all incoming and outgoing communication in

order to ensure that telephone

Representatives were performing and meeting customer service

standards.

< Coached and mentored employees performance and conducting performance

reviews in order to

improve productivity.

< Maintained a focus on team building and motivating all staff towards

providing quality customer service

internally and externally.

< Researched and resolved customer account issues on timely basis which

increase customer retention

by over 80%.

Program Software Computer Inc. - Dover, DE

4/2007 - 9/2007

Application Support

Reviewed, analyzed, and evaluated business systems and user needs and

formulates systems to parallel overall business strategies. Prepared

detailed description of user needs, system functions, and steps

required to develop or modify systems.

< Provided technical support and resolved software issues on timely

manner.

< Designed and implemented systems, network configurations, and network

architecture, including hardware and software technology, site

locations, and integration of technologies.

< Assisted users to diagnose and solve data communication problems.

< Monitored system performance and provided security measures,

troubleshooting and maintenance as needed.

< Worked with other engineers, systems analysts, programmers,

technicians, and top-level managers in the design, testing and

evaluation of systems.

Affiliated Computer Services - Dover, DE

1/2006 - 2/2007

Desktop/Help Desk Support

Provided efficient, high quality technical support services to ensure

timely response to queries, resolution of problems, and

reporting/escalation of service requests (SLA). Provide the proper

tracking of issues and resolutions for end user support.

< Planned for infrastructure and business Critical. (Disaster Recovery)

< Worked on window server migration preparation on the source server,

updated the AD DS schema, and configured Exchange Server to support

migration. Utilized answer file to automate the installation, and run

setup in migration mode source server.

< Completed re-home redirection folders to the destination server,

enabling folders redirection for source server. Mapped permitted

computers to user accounts, enabled folder redirection, configured

POP3 connections or updated mailbox quotas onto new destination

server.

< Provided customer support, performed installation, troubleshooting,

support network equipment (routers, switches), Windows 2007/2008

Server, Active Directory, VMware, remote access, protection against

data loss using backup and recovery systems and VOIP network utilizing

Cisco Call Manager.

< Deployed, Configured over 300 PCs, Laptops, printers and created

network connections for local and remote users.

< Performed regular preventive maintenance and necessary repairs on

files servers, operating systems, sub-systems, applications and

security plan for all servers.

Career Success High School - Phoenix, AZ

4/2002 - 7/2004

Technical Teacher

Provides students with the knowledge and skills required to design,

deliver, and manage learning in a variety of environments in order to

apply theory, research, creativity, and problem-solving skills to a

variety of technology applications in order to improve performance.

< Established clear objectives for all lessons, units, and projects and

communicate those objectives to students.

< Planned and conducted activities for a balanced program of

instruction, demonstration, and work time that provides students with

opportunities to observe, question, and investigate.

< Instructed students in the knowledge and skills required in a specific

occupation (computers), using a systematic plan of lectures,

discussions, audio-visual presentations, and hands-on techniques.

OTHER EXPERIENCE/HONOR/VOLUNTEER

2009 - 2010 Attended, DeVry/Keller University School of Management

3 years' as Technical Project Lead, Integration Project Lead and Change

Analyst at Bank of America

6 months as Project Coordinator at Pegasus Solutions

Worked with Microsoft Office applications, Anti-virus Software's,

Security, Networks, Windows 95/98/2000/ME/NT/XP/Vista/7, Windows 2003/2008

Server, Active Directory, Outlook and AIX UNIX.

5 + years' experience in IT environment by providing first level

solutions to all services and technical questions, troubleshooting and

diagnosed products and helped setup accounts via internet.

Exhibited quality interpersonal, communication and problem solving

skills, served as a liaison between business partners and technical

department for computer systems issues.

3 + years' experience in customer service by providing information in

response to inquiries about products, services and resolved complaints.

EDUCATION/CERTIFICATES/EXPOSURE

Keller Graduate of Management, Master of Project Management (MPM)

University of Phoenix, Master of Arts, Organizational Management

DeVry Institute of Technology, Bachelor of Science Degree in Computer

Information Systems.

Microsoft Certified MCSA, MCP, A+, Security+, Network+ and pending CCNA.

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