Customer Service Software

James. A. Wilkinson

*** ********* ***** ? Old Hickory, Tennessee 37138

Home: 615-***-**** ? Cell 615-***-**** ? Email: abhytg@r.postjobfree.com

Versatile Technical Support Specialist/Fulfillment Manager

Installation & Maintenance/Troubleshooting/Relationship

Management/Production Control/Customer Service

Professional Profile

A multifaceted, results-driven, and client-focused technical support,

fulfillment and production control manager contributing 20+ years of

increasing responsibilities, documented achievements, and diverse

experience working in the prepress printing industry. Quick learner

demonstrating a high-level of accuracy and thoroughness recognized for

ability to thrive in both independent and collaborative work environments,

manage multiple responsibilities simultaneously, direct all types of

personalities, and easily grasp, apply, and present new ideas, concepts,

methods, and technologies. Innate ability to combine time/resource-

management skills and implement strategic administrative and operational

initiatives to meet established goals and objectives and enhance

productivity, quality, client service, and overall bottom-line performance.

Strong leader and effective trainer with a "hands-on" management style and

superior interpersonal, organizational, analytical, and trouble-shooting

skills. Team-player with a propensity to establish and maintain solid

relationships with clients, employees, and management. Exceptional written

and oral aptitude.

Core Competencies

Technical/Software Support Client/Vendor Relations Software/Hardware

Installation

Production Control Personnel Management Quality Assurance

Team Training/Development Customer Service/Support Preventative

Maintenance/Repair

Research & Analysis Testing & Troubleshooting Key Account Management

Performance Improvement Curriculum Development Collections/Account

Project/Program Management Budgeting/Cost Containment Receivables

Scheduling & Staffing Report Generation &

Color Correction/Image Tracking

Editing Mac/PC/Server Set-Up &

Support

Key Qualifications

Performed temporary, onsite technical support of software and hardware for

key client accounts; ensured optimal performance.

Evaluated and diagnosed hardware/software issues; maintained NT Servers,

Firewall, Router, Switch, and Printers.

Installed and maintained all computers, servers, and networking equipment

facility-wide; monitored server applications and services; analyzed and

resolved user, software, and server errors.

Implemented data backup systems.

Retrieved and archived local image databases; edited and color corrected as

necessary.

Assisted in the testing, rollout, and training of software updates;

assessed customer needs and identified enhancements opportunities.

Utilized Real basic Programming language to create Applescripts and coding

applications; automation resulted in improved internal process for

customers.

Developed and facilitated instructional documentation and materials;

trained employees on software.

Supervised the Technical Service, Maintenance, and Customer Service

departments; planned staff schedules to ensure adequate manpower coverage.

Cultivated and directed a staff of three (3) shift supervisors and

approximately fifty (50) employees; initiated recruitment of new staff,

developed and implemented training, and provided ongoing direction and

support.

Examined contracts, determined missing documentation, completed forms, and

requested information from Legal, Credit, and Risk Management departments;

acted as liaison between all units and submitted weekly updates to

executive management.

Identified equipment needs; researched, developed, and proposed equipment-

based capitol expenditures.

Scheduled and monitored progress of all production jobs; modified

assignments and priorities accordingly.

Assisted sales and accounting department; identified and collected

delinquent/outstanding accounts.

James. A. Wilkinson

Detailed Work Experience

Vertis Communications 1998 - 2009

Onsite Technical Software Support

April 2009 - Aug 2009

Account: Kroger

Location: Denver, CO

Responsibilities included but not limited to working onsite at a Vertis

Facility Management Account. While onsite, my main responsibility was to

support, admin, and maintain the Vertis suite of applications used at the

sight. Provide 1st level support for Windows 2003 Servers and software.

Additional responsibilities included backing up the Servers,

troubleshooting, training, customer service, image production, and

photography. Performed the setup, maintenance, and installation of

Macintosh computers. Served as liaison between the customer, the prepress

support group, and the printer. I coordinated the weekly file releases and

maintained an open line of communication with the printer during the

printing process.

Senior Business Development Manager

June 2008- Feb 2009

Accounts: PetSmart, Dick's Sporting Goods

Location: Nashville, TN

Responsibilities included but not limited to identifying, organizing, and

verifying work performed on unpaid invoices. This task required an

extensive amount of research, investigation, and the production of

paperwork due to lack of documentation. I was also tasked with assisting in

the collection of delinquent invoices from multiple accounts. I had to

identify the requirements from all General Contractors by examining

Contracts and agreements. After establishing requirements, I would gather

the paperwork from our Legal Department, Credit Department, and Risk

Management.

Onsite Technical Software Support

2003- June 2008

Account: Lowe's

Location: Mooresville, NC

For approximately 5 years, I worked on location at the corporate offices of

Lowe's in North Carolina in the capacity of Onsite Technical Software

Support for the Advertising Department. It was my responsibility to assure

that the software developed and implemented by Vertis operated smoothly and

with minimal interruption to the customer. Some of my daily activities

included, but were not limited to, troubleshooting user errors, the

monitoring of our applications and services residing on the server, the

creation of training documentation, the training of new employees, and

assisting internal processes used by Lowe's by automating repetitive task

with the use of Applescript and Real Basic. Additional responsibilities

included assisting in the testing, rollout, and training of new software

upgrades.

Traveling Technical Software Support

2001-2003

Account: Kroger

Location: Multiple States

Responsibilities included but not limited to traveling to Facility

Management Accounts serviced by Vertis. While onsite, my responsibilities

included software support, the setup, maintenance, and installation of

Macintosh computers, Windows Servers, firewalls, routers, switches, and

software. Other responsibilities included troubleshooting, training,

customer service, image production, and photography. As liaison between the

customer, the prepress support group, and the printer. I coordinated the

weekly file releases and maintained an open line of communication with the

printer during the printing process.

Onsite Technical Software Support

1998-2001

Account : Kroger

Location: Tennessee

Responsibilities included but not limited to software support, the

installation, setup, and maintenance of the computer systems used by the

advertising department of this Nashville customer. The equipment that I was

responsible for included several Macintosh Workstations, several

Administration PC computers, Windows Server, Windows Workstation, Firewall,

Router, Switch, and Printers. Additional responsibilities included software

installation and administration. It was my responsibility to troubleshoot

any hardware or software issues, administer data backup systems, retrieve

and archive local image databases, photograph product, color correct, and

edit images. As liaison between the customer, the prepress support group,

and the printer. I coordinated the weekly file releases and maintained an

open line of communication with the printer during the printing process. I

was also responsible for tracking the billable services provided to the

customer on behalf of Vertis.

James. A. Wilkinson

References

Ed Lloyd

Current: Vice President, Sales / Account Management - MyWebGrocer

Formerly: Director, Business Acquisition - Vertis Communications

Office: 972-***-****

Email: abhytg@r.postjobfree.com

Jeff Robison

Current: Vice President, eCommerce Solutions & Corporate Accounts -

InnerWorkings, Inc.

Formerly: Vice President, Retail Solutions - Vertis Communications

Office: 312-***-****

Email: abhytg@r.postjobfree.com

Drew K. Jones

Current: Vice President, Packaging Group - Vertis Communications

Office: 314-***-****

Email: abhytg@r.postjobfree.com

Dave Tyler

Current: Director, Client Relations - GA Communications

Formerly: Vice President, Advertising - Lowe's

Office: 704-***-****

Email: abhytg@r.postjobfree.com

James. A. Wilkinson

Certifications / Continuing Education

Certification Status

Proposed Completion Date

CompTIA A+ Certification Completed

Certified

CompTIA Network+ Certification Working

February 2011

CompTIA Security+ Certification Working

March 2011

220 Hollywood Dr

Old Hickory, TN 37138

Home: 615-***-**** Cell: 615-***-****

Contact this candidate