Customer Service Technical Support

Peter G. Abbate

** ******* **** ? Bedminster, NJ 07921 ? 908-***-**** ?

********@*****.***

Profile:

Extensive experience and blended background in technical support, customer

relations, and sales in helpdesk and call center environments. Adept in

building solid customer relationships, utilizing initiative and

interpersonal skills to achieve desired results. Strong technical aptitude,

applying logic, analysis, and sound judgment to proactively resolve

problems. Skilled in providing comprehensive user training and support as

well as conveying technical concepts for non-technical users. Readily adapt

to changing environments and grow with cutting-edge technologies to achieve

beyond expectations in every endeavor with excellent communication skills.

Small business owner from 1995 to 1999.

Core Competencies:

. Workstation support system functionality.

. Troubleshooting customer relations network connectivity problem-solving.

. Network administration documentation user training & technical support.

Software and Platforms:

Windows Vista Microsoft Office Professional

Windows ME,2000/XP/NT Novell Netware

Novell 4.x Lotus Notes

IBM Mainframe SAP

VPN SMS/SCCM

Expert Advisor Outlook 2000

Client/Server Internet/intranet

Norton Anti-virus Network Firewalls

Netview Active Directory

TSO,,JES3,MVS TCP/IP

Remedy Laplink

Professional Experience:

Coretech Consulting Group LLC, Raritan, NJ,

2/2005-12/2009

Service Order Coordinator (Johnson & Johnson Co.)

. Responsible for handling 40+ incoming calls a day.

. I enter data into the computer of 50+ emails a day detailing client

requests.

. Prioritize, coordinate, and process information provided by clients and

submit their requests and tasks to the appropriate parties, thus,

ensuring total client satisfaction.

. Assisted clients with any questions they may have regarding their

requests and our standard operating procedures.

. Directed client and service provider contact.

. Responsibilities governed over Raritan Campus and other Johnson & Johnson

companies locally and for entire North America.

. Use Active Directory to verify client's security credentials and

accounts.

. Familiar with SMS and SCCM software pushes..

PC Refresh Team/Asset Management (Johnson & Johnson Co.)

. Assist in building new Lenovo pc's for replacement of expired warranty

assets for corporate employees.

. Assisted in loading the RMP Imaging on individual pc's.

. Bar-coded each individual pc and recorded in Excel Spreadsheet.

. Assigned a technician to the schedule for each pc deployment at the

clients worksite.

. Once the imaging and builds are complete, the pc is boxed with necessary

peripherals and sent out to the loading dock area for courier pickup to

the required J&J site for deployment to the client.

. Managed all inventory of outgoing equipment and took delivery of new

computer stock.

. Kept Refresh room stocked with computers, docking stations, power

supplies, keyboards, mice and any other related peripherals.

Aventis Pharmaceuticals, Bridgewater, NJ

2004

KnowledgeMail Administrator

. Install and train Chemists, Scientists and other employees how to use

KnowledgeMail, a leading edge software tool.

. Provide ongoing support to clinical trial employees

. Obtain names from spreadsheet database to make appointments and schedule

training and software installs.

. Attend meetings with Director and personal to set goals and discuss

problems/issues.

New York Life insurance co., Lebanon, NJ

1998 - 2003

Helpdesk Analyst

. Provided technical expertise and support for all levels of organization,

domestically and internationally

. Successfully troubleshot and resolved client workstation problems via

remote Laplink tool.

. Assumed control of customers' desktops, speedily correcting systematic

and operational malfunctions

. Addressed, tracked, and documented customer problems in Remedy, closing

out tickets in a timely manner

. Ensured network connectivity, supporting remote dial-up and VPN login

for users.

. Directed support for complex problems to the next-level or specific

group, simultaneously keeping users informed of open call's status.

. Provided superior service to SAP clients, supporting login, password,

application, menu, and procedural issues.

. Support Mainframe clients with various connectivity and password

resets.

. Accurately assessed situational challenges, organizing and prioritizing

customer calls by severity and impact on operations.

. Successfully interacted with customers, easing frustrations and inspiring

confidence via attentive service and efficient problem solving.

. Reduced trouble call time and minimized loss of work productivity by

providing expedient and appropriate responses to incoming inquiries.

. Utilized and shifted fine-tuned multi-tasking capabilities on demand to

promote, expedite, and maximize performance.

. Assumed ownership of problems, demonstrating persistency, tenacity, and

resourcefulness to resolve complex and/or unusual issues.

Bristol Myers Squibb, Plainsboro, NJ

1995 - 1996

Helpdesk Analyst

. Rendered analysis, diagnosis, troubleshooting, and repair services,

ensuring mainframe connectivity using Netview.

. Entered and tracked tickets in Expert Advisor reporting tool. Reset

passwords as needed. Increased user satisfaction by resolving tricky

printer session issues.

BASF Corporation, Parsippany, NJ (19 years)

Operations Supervisor

. Directly accountable for job processing on mainframe computer system.

. Oversaw activities of 4-member team, delegating, prioritizing, and

organizing scheduled processing assignments.

. Trained new hires and evaluated employee performance.

. Worked on special projects assigned by management. Built disaster

recovery scripts.

Certifications:

. CNE Certificate; K&L Micro Group, East Brunswick, NJ

. Helpdesk/Customer Service Certificate; Helpdesk 2000

Contact this candidate