Manager Customer Service

Garry A. Wolfe

**** ***** **. ****** ** *****

Home 585-***-****

Cell 585-***-****

E mail: abipll@r.postjobfree.com

Objective: To continue my career in IT providing Superior Customer Support Services.

EXPERIENCE

Vanguard International Inc – Issaquah WA 8/2007 – 2/2008

Desktop Support

General Systems Administration/Helpdesk for a small Microsoft Windows Network including:

• Customer Support for 15 remote offices and 15 local office users, Dell Laptop Support,

AD Administration, Phone/Skype Support, Remote Desktop Support, Office 2003/2007

Support and Systems Operations

Bridge Consulting Group – Bellevue WA (Contract at Votehere) 6/2006 – 7/2007

Technical Support Analyst

• Provide customer application phone support for VoteHere’s customers. Install, configure,

train and troubleshoot 26 Washington State counties support issues using Ballot Tracker

(Ballot management software).

Volt Services Group – Redmond WA (Contract at Microsoft) 2/2006 – 6/2006

New Hire Advisor

Joined the Microsoft Sales, Marketing and Services group to help MS new hires get up to speed

with the Microsoft Culture, Business Strategy and Success Factors.

Duties:

• Schedule phone meetings to mentor new MS employees through the MS New Hire

Readiness Academy – an on boarding program

• Schedule 26 new employees weekly phone meetings

• Training classes – Building a network of MS contacts, Manager expectations, Planning for

success, MS reviews and On the Job Training and graduate New Hires based on a set of

criteria

Siemens – Issaquah WA (Contract at Microsoft) 11/2005 – 1/2006

Customer Product Feedback Analyst

Duties:

• Analyze Microsoft retail support issues, Classify Windows Update and Security/Safety

issues

Cobalt Group – Austin TX 6/2005 – 11/2005

Sr. Help Desk Support for 40+ users.

Help Desk Duties:

• Desktop/Laptop maintenance, tuning and support, Virus cleaning and logging, data

recovery and backups, Software application support for MS Office

Harland Financial Services Bellevue WA 3/2003 – 5/2004

Technical Support Analyst

• Call Center Telephone Support for HFS Mortgage Solutions Group

• Answer incoming technical support calls for 15+ mortgage applications

• Supporting:

o NT 4.0, Windows 2000 Server and Pro

o Windows XP, Windows Server 2003

o Web support IE and Firefox

o DOS, Windows 95 98SE

• Troubleshoot Server, Workstation, Network, Printing issues as needed

• Webex to customer sites to upgrade, install and support all applications

• Use case testing for the latest builds of the Harland’ suite of applications

Adaptis Inc. – Seattle WA 5/2001 9/2002

IS Support Services Manager

• Hiring manager for Adaptis IS support

Prepared and managed the IT budget. This included negotiating contracts for services,

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evaluating outsourcing vs. in house service options and recommending hardware and

software solutions

Presented IT architecture and structure to senior management

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Worked with vendors to line up evaluation equipment, troubleshoot problems and arrange

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pricing

Designed and managed Windows 2000 deployment for the upgrade of the data center to

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Oracle 8i

Managed several large projects – Disaster Recovery/Business Continuation – IP

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Infrastructure upgrade – Windows NT 4.0 to Windows 2000 upgrade

Microsoft – Redmond WA 7/1996 – 5/2001

OEM Technical Account Manager (1997 2001)

• Managed Premier Support Contracts for Microsoft’s large OEM partners. (Gateway

Computers, Micron PC and Toshiba)

• Responsible for opening issues in Clarify (CRM), documenting the request, finding the

solution then following up with customers

• Produced weekly, monthly and yearly reports for the CSM (Customer Service Manager)

• Tracked major bug and stop ship issues and was the escalation point for my customers

• Consistently received high customer satisfaction results with daily follow up phone calls to

my customers

• Negotiated the yearly renewal and up sale of the support contract

Tech Lead/Premier Support Engineer (1996 1997)

• Call center support issues, opened and maintained SRX’s, (Service Requests) resolved

and closed escalated issues and provided follow up

• Escalation point for Support Engineers

• Microsoft’s Premier Support Setup team’s specialty was hardware,

installation/configuration of NT Server/Workstation, registry maintenance, NT backup,

clustering, Terminal Server, SQL Server, and blue screen debugging

• Alpha Beta testing of Windows OS’s and MS Office

Education:

• Pursued a BA of Music Education at West Chester University, PA

Certifications:

• CNE, MCP, MCSE

Training:

SQL 2000, ITIL, MS Project

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