Customer Service Help Desk

George Anderson Contact

** ****** **** ******* ** 06896 Tel: 203-***-****

e-mail: ********@***.***

Profile

Objective

I am seeking a management, administrative, or customer service position with

diversified duties. The ideal position would involve computer work, field work, be

dynamic and challenging.

Availability

Immediate

Key Skills

Dedicated, organized, detail oriented and computer savvy. Familiar with computers,

network hardware, and software. Proficient with Windows XP and Vista, most

Microsoft Office programs, Lotus Notes and SAP.

Work Experience

Technisource, Shelton CT

Optimum Online / Cablevision TSG Rep

May 2009 to September 2009

Temp Technisource contractor to Cablevision Technical Support Group.

Provided technical support to Cablevision internet and VOIP service subscribers

over the telephone.

Used Cablevision's trouble shooting tools and databases such as Remedy to these

ends.

Trouble shot issues with Layer 1 (network to modem), Layer 2 (modem to PC

including wires, connectors, routers, etc), and Layer 3 (PC, operating system, and

software) affecting connectivity to internet.

Directed customers in steps required to restore connectivity, scheduled service

calls as needed, and referred customer to outside vendors for non-Cablevision

issues.

Also assisted customers with webmail and mail client issues.

Educated customers about Cablevision services.

Strategic Publishing Services LLC., Trumbull CT

Regional Field Manager

March 2004 to May 2008

Oversaw subcontracted field managers and service reps merchandising books in CVS

and Rite Aid.

Used data from online store surveys to run reports in Access and Excel to find

patterns that might indicate a problem with a rep or service. Compared things like

store POS for promo displays to service reported to ensure promo displays were in

fact setup and selling. Checked frequency of service reported to scheduled service

as well as the size and frequency of returns per store / service rep.

Conducted periodic store audits to ensure compliance with statement of work.

Worked closely with the SPS customer service office to identify and fix problems

reported by stores.

Worked with IT department to try to improve website and online reporting.

Evaluated competition in other chains to benchmark how SPS was doing in

comparison, to

get ideas for new product and services, and find weaknesses CEO could exploit to

sell our services.

Prepared for and attended CVS vendor trade shows to build good will, identify

issues in stores through face to face discussions with CVS store managers,

district managers, and regional managers, and try to expand in store presence.

IBM, Poughkeepsie NY

Buyer

January 2002 to February 2004

Purchased products and services according to strategies established by senior

buyers.

Primarily purchased network equipment and services (routers, hubs, switches,

wireless cards, and maintenance agreements) for both internal and external IBM

customers.

Periodically assisted other commodity teams (computer equipment,

telecommunications, software, etc).

Used Lotus Notes based databases, IBM intranet, internet, and SAP to process

purchase orders.

Helped design new functions for Lotus Notes procurement databases using script and

formula language.

These functions reduced repetitive data entry, aided in checking procurement

contracts etc via one click lookup, made the job easier, and helped to speed up

the processing of purchase orders.

Work Experience Continued

IBM, Fishkill NY

General Procurement Help Desk

April 1997 to January 2002

Trained on internal requisitions systems; VM based MSREQ and both Lotus Notes and

web based versions of REQCAT.

Used knowledge of CPOPS requisition system and SAP procurement system from

previous positions along with MSREQ and REQCAT training to train reps to establish

a centralized procurement help desk.

Provided 1st and 2nd level support to for IBM requisition systems.

Educated employees (requestors, approvers, and buyers) on IBM procurement

processes, policies, requisitions systems and SAP procurement system.

Worked with various levels of management, financial approvers, buyers, other help

desks, and requisition system programmers to fix problems to expedite approval

process and order fulfillment.

Helped IBM migrate employees from the old VM based requisition systems to the new

web based REQCAT requisition system so the old systems could be phased out.

Self taught Lotus Notes Designer, Lotus Script, and formulas to improve Help Desk

call log database.

CDI / IBM Southbury CT

Contractor

CPOPS Help Desk

October 1995 to April 1997

Provided level 1 and 2 support to internal IBM customers for VM based CPOPS

requisition system.

Educated employees on how to use CPOPS.

Provided telephone support.

Worked with programmers to trouble shoot and fix problems.

Maintained / updated tables with data provided by financial organizations within

each division.

Worked with various levels of IBM management, financial approvers, and IBM CallUp

system help desk to fix problems with, and expedite the approval process.

CDI / IBM Southbury CT & White Plains NY

Contractor

Under 10K Buyer

June 1992 to October 1995

Purchased Tektronix thermal printers, supplies, and service agreements, computer

equipment and supplies, cell phones, pagers, and service. Pitney Bowes equipment

and service agreements, etc.

Processed purchase orders on internal IBM VM based CPS and later SAP based

procurement systems.

Northrop Worldwide Aircraft Services

US Customs Support Division, Jersey City NJ

District Coordinator

June 1987 to August 1990

Worked under government (cost plus) contract to provide support to the US Customs

Service.

Managed seized property including general merchandise, vehicles, vessels, aircraft

and real estate

for USCS until final disposition was determined by the legal system.

Sought out and trained subcontracted property management vendors throughout the

Northeast.

Coordinated transport, storage, maintenance, and final disposition of seized

property as directed by USCS.

Conducted periodic TQM vendor audits / inventories to ensure property was being

stored, secured, maintained, and documented in accordance with statement of work.

Coordinated, Witnessed and documented seizures in person as needed.

Arranged, witnessed, and documented destructions.

Processed remittances and conversion for government use at NWASI operated

warehouse / offices.

Assisted at auctions.

Education

2010

BPI Building Analyst Training / Certification and OSHA10

Northwest Regional Workforce Investment Board

Naugatuck Valley Community College, Waterbury, CT

1984 to 1986

BA Business

Flagler College, St. Augustine Florida

1979 to 1982

AA Business Administration

County College of Morris, Randolph, New Jersey

LinkedIn : http://www.LinkedIn.com\in\gmact

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