Customer Service Manager
Resume:
Jeffrey Lambert
********@*******.***
Desktop or Helpdesk or Customer Support Specialist
Profile More than ten years successful experience in customer
service and support with recognized strengths in
account maintenance, problem-solving and
trouble-shooting, staff support, and
planning/implementing proactive procedures and
systems to avoid problems from escalating.
Excellent working knowledge using Windows, Vista, XP,
7, Exchange 2003 and BES Server, Active directory
Ability to train, and direct customers through
troubled situations.
A team player, acknowledged as "Total Quality
Customer Service Professional."
Developed plan, conduct audits and variance analyses
for complex Windows software license manager and
hardware inventories.
Synopsis of Increased customer retention by 19%, from 72% to 91%.
Achievements
Assisted with the conversion from PC docs, I Manage
database Documents.
Did proactive planning led implementation of hardware
database in asset management
Created a customer satisfaction survey, drastically
reducing potential problems.
Employment Special Tees and Hobbies 8/10 to
Customer Service and electronics repairs Current
and Inventory control
Erickson Retirement
Desktop Support Service Representative/out 6/10-8/10
sourced through TEK Systems
Working with Resident and Staff computers
on all issues from networking and virus
removal,OS installation
Fixed printing and all networking remote
connections in firewall and domain
connection issues.
Reset Nortel phone connections and
administration
Ran all Software updates and reimaging.
Shearman and Sterling LLP NY, New York 08/07 to 4/09
Desktop Support Service Representative/ Williams Lea
I worked with five hundred legal and support professionals covering United
States Worldwide offices), responsible for more than 3,800 individual and
Active directory accounts.
Supported Legal applications and used Group Policy administration for new
hires and drive shares.
Helped users with in Office 2007 formatting also Imanage Document
administration.
I Ran Image deployment and software updates via Altiris server.
Did Blackberry administration and deployment via BES server?
Sidley Austin LLP NY New York 07/07 8/07
Desktop Support Service Representative/Williams Lea Outsoared
Worked with one thousand legal professionals administered
Active directory accounts.
Assisted all customers with black berry password resets
instruction and data retrieval using Bes administrator console.
Made corrections to accounts for passwords and moves also voice
mail with Cisco call manager.
Assisted customers in Citrix environment with logon and freeze
up problems and document retrieval.
Resolved firewall and remote connection problems.
Consulting Engagements 1/07 - 7/07
(6/07-7/07) Desktop Support for Firmenich Perfumery Inc.
(Robert Half Technology) / Maternity Leave coverage
5/07-6/07) Proskauer and Rose LLP (Tek Systems) Desktop
Support 2nd level Direct contact / Maternity Leave coverage
(4/07-5/07) DDB Worldwide Agency (Cyber Expedient) Desktop
Support Direct contact / Maternity Leave coverage
(1/07-4/07) White & Case LLP (Cyber Expedient) Helpdesk
Analyst Total Phones / Maternity Leave coverage Legal Help Desk
Support Analyst/Out Sourced
Clifford Chance LLP NY New York 09/00 1/07
Desktop Support Service Representative
Working with nine hundred legal
professionals administered Active
directory accounts. And Novell Console
One
Assisted all customers with black berry
password resets instruction and data
retrieval using Bes administrator console.
Setup all Video Conferences using bridge
software also TCP IP for direct
connections, also of setup Cisco polycom
for voice conferencing
Wired all network connections for moves in
data closet
Did all Password resets and Cisco call
manager and phone extensions moves.
Assisted customers in Citrix environment
with logon and freeze up problems and
document retrieval.
Resolved firewall and remote connection
problems.
Helped outlook data synchronization and
all offline files synchronization from
remote connections.
Did Server Care by rotating tapes and
stopping processes and reboots.
Remotely assisted login and connection
problems and blackberry issues
Did All repairs of HP Printer, IBM
workstations and laptops
Education Star technical Institute Lawrenceville NJ 1996-1998
Certificate an PC studies Digital
Electronics along with A+ Certification
References Furnished Upon Request
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