Customer Service Project Manager

J A M E S M. S C O T T

*** ***** ** ********, ** 11216 347-***-**** **********@*****.***

IT P R O F E S S I O N A L

As a dedicated and knowledgeable professional with experience in Information

Technology and Information Technology support, I seek to bring my abilities to add value to your

company. I am a self motivated professional with skills that balance technical knowledge,

administration, and communications to deliver efficient and productive results. Key competencies

include:

Clear and courteous customer service skills, with a positive and professional attitude.

Capacity to master innovative software and tools, implementing cost effective solutions.

Familiarity with IT methodologies and processes as well as their impact on business

objectives.

Ability for effective company intranet maintenance.

A+ and Network+ training as well as MS Office, Adobe, Bizcom, and Vertafore proficiency.

Knowledge with PC and hardware repair, call center support, software support, and support

for phones including Blackberry, Android, and iPhone.

Experience with Lync, Nuance, Active Directory, Airwatch, Websense, Vmware, Faxcom,

Barracuda, Mitel, IP Monitor, Go To Assist, Remote Desktop, Salesforce, and others.

Professional IT Experience

Dewitt Stern Group New York, NY

Help Desk Technician, 2006 – Present

Provide support to users for company approved computer applications and platforms.

Contribute to IT Department insurance and network computer services, including telecommunications,

hardware, and printer support for all offices.

Create, update, and resolve help desk tickets, as well as review details and escalate if necessary.

Recommend and schedule vendor repairs after troubleshooting.

Maintain needed inventory and place equipment orders as needed.

Act as project manager for switching printer leases across three offices.

Oversee project to change cell phone carriers under a new corporate plan, including research, cost

comparisons, equipment trials, and lease negotiations.

Provide one on one problem resolution for users, communicating proactively to solve issues.

Develop user manuals and FAQ materials to support company products.

Perform First Response duties for Agency Management issues.

Additional Experience

Dewitt Stern Group New York, NY

General Services Specialist, 2006 – Present

Merrill Corporation New York, NY

Shipping Supervisor and Mailroom Clerk, 2005

Lloyd Staffing New York, NY

Administrative Clerk, 2004

J A M E S M. S C O T T

Phone: 347-***-**** Page 2

Pitney Bowes Management Service New York, NY

Service Support Specialist, 2004

Education and Training

Installing and Configuring Windows 7 Client, and

Troubleshooting and Supporting Windows 7 Enterprise Certificates

Netcom Learning, New York, NY, 2013

A+ and Network+ Certificates

New Horizons Computer Learning Center, New York, NY, 2010

High School Diploma

Erasmus Hall High School, Brooklyn, NY, 2001

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