Customer Service Project
Resume:
DANIEL A. STURINO
*** **** ***** *******, ** ****2
********@*********.*** Phone:
CAREER SUMMARY:
I am a highly motivated and customer focus individual who progressed to
various levels of management, support, and operations experiences with
consistently substantial results. I have strong vendor management skills
and a known problem solver with strong analytical skills who works well
under pressure. Consistent performer, who is organized, detail orientated,
completes projects on time and under budget with approved processes. I
have provided highest level of customer service in a fast paced environment
while being a leader, developing people, being flexible and innovative.
Additional strengths include team building, effective oral and written
communication's, follow through skills and preparing and delivering
presentations.
Proficient with AS 400, MoveX, Clarify, MS Word, MS Excel, MS Power Point,
Access, Act 2000, Adobe, Outlook & Lotus Notes. I am Familiar with various
billing systems, P.O. requisitions and software applications.
CORE COMPETENCIES
Project Management Leadership Competencies
Effective Project Team Building / Focus to Managed Vendors /
Management with Exemplary Success Contracts
Skills (schedules, budgets, Lead New I Procurement of Products
direct contractors / initiatives & Service
vendors and close out) Identify / Solve Problems Keeping Parts
Project types - Inventories
Critical /Secure/ Mentor / Coach Staff Customer Values /
Technology Infrastructure / Critical Thinker / Good Satisfaction
Data Center / Audio & Web Judgment Cost Reductions
Conferencing/ New Client Focused / Database Updates
Facilities / Disaster Satisfaction Invoice Processing
Recovery / Database Updates Communication / Training
Professional Skills Documentation
Conflict Resolution
EXPERIENCE:
Tech USA; Schaumburg, IL 9/09 to
present
CSO Software Support Project Administrator (Contract position on site @
Motorola)
> Working with a team of project managers, engineers, software
technicians and organization management to support specific project
tasks and achieve individual goals.
> Work with UOST, engineering and quality management team to record
and communicate quality issues.
> Prioritize, execute and deliver completed software orders for
internal and external customers.
> Procure, receive, stock and keep inventory of all Binder products.
> Generate software orders, fulfill orders and bill orders in Clarify
system..
> Meet cycle time requirements for individual software
deliverables/projects.
ARJO, INC.; ROSELLE, IL
1/08-11/08
Technical Service Analyst
> Provide technical services to field technicians and customers on
their medical equipment (patient lifts and hygiene tubs).
> Set up service calls for customer repair and place replacement
parts orders for technicians and customers.
> Work closely with Quality and OEM Sweden to resolve product issues.
> Evaluate and develop pricing for parts.
> Investigate any discrepancy with orders
> Handle approx. 70 inbound calls daily.
> Maintain monthly sales quota.
AMERICAN IMAGING MANAGEMENT; DEERFIELD, IL 3/05-
12/07
Sr. Telecommunications Administrator
> Manage and support all voice technologies and services for the
corporate headquarters and remote offices. (IP Telephony, Nortel
Option 11C & 81C, Optivity (OTM), Call Pilot/Application Builder,
Symposium 5.0 & Web Server, Symposium Express, Call Accounting,
Blackberry Enterprise Server and 500 Agent Call Center.
> Generate P.O.'s and purchase all telecom equipment and services.
> Coordinate all services (installation, upgrades, maintenance etc.)
with equipment and services vendors..
> Verify and process all telecom related invoices for payment.
> Create, maintain and update all databases for historical reporting
for approx. 500 call center agents.
> Supervised technical staff of daily responsibilities.
> Consult, recommend and implement improvements to existing
technologies and methods or propose new ones, to improve the
quality and timeliness of technical and customer support
> Manage and coordinate all voice communications vendors and service
providers (contracts, new installations, cable infrastructure,
upgrades, purchases, ordering, inventories, invoices, database
updates etc.)
> Negotiate telephone and service cost effectiveness
> Generate and maintain monthly telephone usage reports and process
all telecom invoices for payment.
CHARTER ONE BANK; HINSDALE, IL
7/04-3/05
Telecommunications Regional Specialist
> Manage and support all voice technologies and services for the
Illinois region 13O banks and branch offices. (Nortel Option 61C,
BCM, Norstar MICS, Meridian Mail, Call Pilot and Siemens Voice
Mail).
> Project manages and coordinates all voice communications vendors
and service providers (new installations, cable infrastructure,
upgrades, purchases, ordering, inventories, invoices, database
updates etc.
> Manage and support all SBC local and AT&T long distance services.
(PRI T-1's, BRI, DSL, POT's, DID & CO trunks)
> Generate P.O.'s and purchase all telecom equipment and services.
> Coordinate all services (installation, upgrades, maintenance etc.)
with equipment and services vendors..
> Verify and process all telecom related invoices for payment.
> Oversees and supports all moves, add or changes for Illinois region
telephone systems.
LAWSON PRODUCTS, INC.; DES PLAINES, IL
New Accounts Representative Credit Administration
2/03 - 7/04
> Verify and set up new accounts in corporate billing systems
> Update any changes to accounts in corporate billing system
> Work very closely with Regional Managers to verify S/A accounts
> Release orders to be processed
Merchandise Representative Customer Service
8/02 - 2/03
> Generated all correspondence for over 2000 sales representatives
> Process paperwork for returned merchandise for 9 Distribution
Centers
NAVIGANT CONSULTING, INC.; OAKBROOK, IL 5/05 -
8/02
Sr. Telecommunications Specialist
> Manage and provide technical support for infrastructure and support
technologies by maintaining and enhancing existing technologies and
planning for and implementing new ones for 45 locations nation
wide. (Nortel Option 11 & 61C, Meridian Mail, Octel Voice Mail,
BARS, MAT and Call accounting).
> Project manages and coordinates all voice communications vendors
and service providers (new installations, cable infrastructure,
upgrades, purchases, ordering, inventories, invoices, database
updates etc.)
> Manage and support all local and long distance carrier services.
(PRI T-1's, BRI, DSL, POT's, DID & CO trunks)
> Purchase telecommunications equipment and negotiate agreement with
all telecom vendors.
> Identify and resolve complex technical problems and issues with
assigned hardware, software and work processes.
> Lead projects within specified technical discipline; plan for the
appropriate resources needed.
> Research new technology for possible implementation; make
recommendations based on findings.
> Consult, recommend and implement improvements to existing
technologies and methods or propose new ones, to improve the
quality and timeliness of technical and customer support.
> Maintain state-of-the-art knowledge within area of responsibility.
> development of technical knowledge and performance skills of other
IS technical specialists and Telecomm technicians.
KEMPER INSURANCE; LONG GROVE, IL 11/00 -
2/02
Voice Network Engineer
> Manage and provide technical support for infrastructure and support
technologies by maintaining and enhancing existing technologies and
planning for and implementing new ones for 175 locations nation
wide. (Nortel Option 11 & 61C, Norstar MICS, Meridian Mail,
Symposium, Call Pilot, ACD, BARS, Call Accounting, MAT and Video
Conferencing).
> Manage and coordinate all voice communications vendors and service
providers (new installations, cable infrastructure, upgrades,
purchases, ordering, inventories, invoices, database updates etc.)
> Manage and support all local and long distance carrier services.
(PRI T-1's, BRI, DSL, POT's, DID & CO trunks)
> Consult with external customers on the utilization of
infrastructure and support technologies, to ensure that customers
optimize the value of those technologies.
> Identify and resolve complex technical problems and issues with
assigned hardware, software and work processes.
> Lead projects within specified technical discipline; plan for the
appropriate resources needed.
> Research new technology for possible implementation; make
recommendations based on findings.
> Consult, recommend and implement improvements to existing
technologies and methods or propose new ones, to improve the
quality and timeliness of technical and customer support.
> Maintain state-of-the-art knowledge within area of responsibility.
> Foster the development of technical knowledge and performance
skills of other IS technical specialists and Telecomm technicians.
Education:
Triton College Major: Business
1983 to 1986
Oakton College Management classes
1994
NextIra Communications Meridian Familiarization
1992
Meridian Administration
1992
Meridian Installation and Maintenance
1996
Norstar Administration and Voice Mail
2001
Global Knowledge Introduction to V0IP
2001
Arjo Inc. Phase1 technical training for medial equipment
2008
Former Professional Affiliations: Member of INNMUG Association
PERSONAL
44 years old; married 18 years, 3 children; youth softball/basketball
coach.
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