Customer Service Manager

Location:

Crossville, TN, 38558

Posted:

November 03, 2010

Contact this candidate

Resume:

Professional Objective

Ambitious, educated and experienced Customer Service Professional seeking a

position in which a dedication to providing superior customer service;

possession of a strong work ethic and team building skills; and superior

technical, communication, and organizational skills can be utilized to

further company success.

Employment History

Integrated Information Services, Inc. Troy, MI

IT academy for adult learners / career changers who wish to learn computer

networking utilizing a Microsoft based environment and achieve their

Microsoft Certified IT Professional -Enterprise Administrator

certifications.

Program Manager 11/2008-05/2010

. Produced a custom hands-on based curriculum to educate adult learners in

computer networking utilizing a Microsoft server/client based environment

including the following subject matter:

o Windows, XP, Windows Vista and Windows 7 client operating systems;

Microsoft Server 2003 and Microsoft Server 2008 operating systems

as well as ISA 2004 (Microsoft Internet Security and Acceleration

Server 2004)

o Hard drive and peripheral component installation; RAID; Hubs,

Switches, Routers; Firewalls; Workstation set up and configuration

including scanners, PCs, servers, routers, networking and

troubleshooting printers and projectors, wireless devices and access

points

o Active Directory, DNS, DHCP, RRAS, TCP/IPv4 and IPv6 (including

decimal/binary conversion and custom sub-netting), IPSec, Group

Policy (planning, execution and maintenance), SMTP configuration,

Ethernet- Wired and Wireless configurations, Local Area Networking,

Wide Area Networking.

o Firewall and Proxy Server configuration, Antivirus / Malware

applications, Fault Tolerance and Disaster Recovery practices,

Remote Management, Network Hardening via Intrusion detection /

prevention systems software.

. Designed, constructed, and maintained a network of multiple classrooms

and offices in an educational business environment using multiple subnets

and switches to control student access to company intranet, other

classroom computers and servers, and the internet.

North American Bancard Troy, MI

Lead Merchant Account Manager 01/2008-06/2008

. Evaluation of existing merchant's business needs to supply new credit

card terminals or upgrade or re-program existing terminals to expedite

transaction processing time and accuracy.

. Processed new merchant accounts to assure quality of information.

Assessed business needs for proper terminal selection. Executed software

programming tasks to each terminal to suit individual merchant's needs.

Deployed programmed terminals for installation at the site by sales agent

or merchant, assisting with installation of product as needed.

. Educated internal and external sales staff in proper procedures of

merchant application completion and submittal, account set up, optimal

product selection, timely product shipment, and technical support of

terminals after the arrival of equipment to the merchant location.

. Produced training materials and conducted training seminars to educate

the Technical Support helpdesk staff for proper programming and support

procedures of newly distributed products.

North American Bancard Troy, MI

Credit card terminal retailer providing merchant account set up, terminal

and transaction processing support to small and medium sized merchants.

Technical Support Analyst 11/2007-01/2008

. Provided superior customer service and technical support to nationwide

merchant customers while resolving trouble tickets by troubleshooting

credit card terminals within a call center/ helpdesk environment.

. Educated the customer to prevent future interruption of their business

and expenditure of their time by needing to place calls to the helpdesk

for repeated incidents.

. Produced new and updated training documentation for proper education of

new and existing Technical Support Technician helpdesk employees for all

company supplied and supported products.

ComputerTraining.com Troy, MI

Microsoft IT academy for adult learners / career changers to learn computer

networking utilizing a Microsoft based environment and achieve their

Microsoft Certified Systems Engineer certifications.

Technical Training Internship 01/2007-07/2007

. Imaged desktops with Windows 2003 Server and client operating systems

with Ghostcast server

. Reinforced student understanding of network infrastructure and Active