Customer Service Manager

hitesh v patel

*** ************ **** ( EGG HARBOR TOWNSHIP, NJ 08234 (

***********@*****.*** 609-***-****

COMPUTER HARDWARE TECH

Solution-oriented, highly analytical, and resourceful candidate with over

eight years of technical troubleshooting, end-user service, and network

development experience. Demonstrated skills in developing and implementing

technological solutions with emphasis on delivering cost-cutting and

productivity improvements. Expertise in software configuration, network

administration, and the testing/repair of various hardware applications.

Proven ability to provide creative and effective issue resolution through

the application of highly developed problem-solving skills. Team player

with a reputation for providing excellent user service and the tenacity to

work with demanding clientele.

TECHNICAL SKILLS

CERTIFICATIONS: A+ Certification, Net+, Dell Certifications

HARDWARE: HDD motherboards, RAM augmentation, processors, video cards. Able

to troubleshoot analog/digital circuits with digital voltmeters, analog

multimeters, dual-trace oscilloscopes, and logic probes.

OPERATING SYSTEMS: MS-DOS 6.22, Windows 3.11/9X/XP, Vista, 7

SOFTWARE: MS Office (Word, Excel, Outlook, PowerPoint)

ADDITIONAL:LAN/WAN development, basic electronics, semiconductor/solid-

state circuitry, digital components.

Professional Experience

Geeks In A Flash, Morganton, NC 2008 - 2009

Field Service Tech

.Provide on-site tech support to include installation, maintenance and

repairs of desk tops, laptops, and peripherals.

.Instruct customers in the operation and maintenance of their equipment as

needed.

.Maintain open lines of communication with assigned Service Delivery

Coordinator (SDC) to ensure customer satisfaction and meet Service Level

Agreements.

.Track and insure return of all parts

.Provide SDC with required call closure documentation and necessary

reporting.

.Resolve customer issues using superior customer service and communication

skills

Networks Inc, Cary, NC 2005 - 2008

Dell Field Tech

*Break/Fix repairs on Dell/Gateway desktop and laptops

*Break/Fix repairs on HP/Lexmark printers

*Manage and Dispatch calls to 2 other techs

*Manage Escalations

*Provides quality customer service and on-site support for designated

equipment

*Escalates problems to appropriate next level of support when necessary

*Brings all customer complaints to a satisfactory closure or escalates as

necessary

*Monitors assigned service calls to ensure timely completion. *Ensures all

time reporting, expense reporting, and other required reports are accurate

and submitted on time

*Provides process improvement suggestions within assigned scope of work

*Meets or exceeds various service levels as established by assignment

(calls per day, ETA's, on-time response, administrative call closure,

customer satisfaction)

*Performs other reasonably related projects or assignments as assigned by

immediate manager and other management staff, as requested

*Swap outs of motherboards, cpu's, cd drives, hard drives on laptops and

desktops

Education and Credentials

A+ & Net+ Certifications

The Academy - West Palm Beach, FL

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