Customer Service Software
Resume:
Gail Serdiuk___________________________________________________
*** ********* **** ********, **
07866
*******@*****.***
HELP DESK SPECIALIST
IT Professional with expertise in Desktop Support, Help Desk, Corporate
Training and Supervision. Proficiency in resolving PC application software,
hardware and network problems in an enterprise environment to improve
bottom line. Excellent ability in analyzing processes and making
enhancements to increase efficiencies. Recognized for outstanding customer
service.
TECHNICAL PROFILE
NETWORKING: LAN / WAN, Windows, Novell Netware, Active Directory, TCP/IP,
DHCP, DNS
OPERATING SYSTEMS: Windows 7, XP, Vista, NT, 2000, Novell Netware, DOS
SOFTWARE: Lotus Notes 8, MS Outlook, MS Office Suite, MS Visio, Nortel
VPN, Nortel VOIP, Citrix, Internet Explorer, Mozilla Firefox, SAP, Adobe
Photoshop, Net Meeting, Tight VNC, Clarify CRM
HARDWARE: IBM Desktop and Laptop PCs, Palm & Blackberry PDA's, Iomega
External Drives, Scanners, CDRW's, DVDRW's, Wireless Technology, HP
Business Printers, and Tektronix Printers
TOOLS: Novell DHCP, Novell ConsoleOne, HP Jet Admin, iPrint, F-Secure Anti-
virus, MS-DOS, Norton Ghost, ManageSoft Software Delivery, LanDesk
PROGRAMMING: HTML code and JavaScript
PROFESSIONAL EXPERIENCE
Senior Desktop Technician, Siemens IT Solutions and Services
2003 - 2010
. Recognized top performer who consistently finished in the top 10% of all
NAFTA region Desktop Support Analysts for the number of cases resolved.
. Achieved the distinguished employee award in Customer Service driving and
maintaining the client approval.
. Resolved all cases complying with SLA's 97% of the time with a 45 minute
time on task efficiency rating for level three problems.
. Improved customer support response time by analyzing processes and
increasing efficiencies.
LAN Account Manager, BASF Corporation
2000 - 2003
. Executed a highly standardized desktop-computing environment. Included
configuration of hardware (vendor change from Compaq to Dell), operating
system (upgrade from Windows NT to Windows 2000), and core application
software (upgrade Lotus Notes to 5.0 and Office Suite to 2000).
. Implemented the environment to support NDPS printing using Printer Agents
replacing queue based printing. Document procedure for creating Printer
Agents on the Novell Environment.
. Verified end user requirements by creating user profiles including
personal hardware, software and network for new PC configuration. QA'd
new PC's standard software and network connectivity.
Gail Serdiuk
Consultant / Help Desk Analyst, RCM Technologies
1997 - 2000
Served as the primary point of contact for the BASF business community for
any and all technical issues, questions, requests, or problems. Tier I
support for problems related to major hardware platforms, network issues
and standard software packages.
Senior Help Desk Analyst / Trainer / Supervisor, Dendrite International
1996 - 1997
. Completed trainings for all software rollouts at regional sales seminars
throughout the US.
. Managed daily Help Center operations. Supervised 7 CSR's: decision
making, escalating, prioritization, monitoring performance, reviewing
open call reports and resolving hardware and software issues.
. Resolved Tier II problems for 4,000 field representatives at the Pfizer
Help Center.
PROFESSIONAL DEVELOPMENT
CISCO Router Certification - COUNTY COLLEGE OF MORRIS - (August 2011)
MS Server 2008 Certification - MS On-line Training (December 2010)
MS Active Directory Certification - MS On-line Training (December 2010)
E-Commerce Certification - COUNTY COLLEGE OF MORRIS - (GPA 4.0)
Courses: Digital Media Production, Internet and Web Page, Web Design II,
Fundamentals of
E-Commerce, and E-Commerce Technology
Technical Support Certification - THE CHUBB INSTITUTE
A+ Certification: Core Hardware Exam / Operating Systems Technology Exam
Novell CNA: Netware 5.1 Administration
Dell Certified Technician: 2003 - 10, Workstations and Notebooks
Lenovo Certified Technician: 2009 - 10, Workstations and Notebooks
Six Sigma Yellow Belt Certification - 2009
Supporting Windows 2000 Professional and Server: Microsoft Approved Course
TEACHING AND TRAINING EXPERIENCE
Adjunct Faculty - RUTGERS UNIVERSITY, New Brunswick, NJ
Trainer - DENDRITE INTERNATIONAL for PZIFER, Morristown, NJ
AWARDS
Siemens 2009 Quarterly Award: Outstanding Contributions in Customer
Service
EDUCATION
Master of Science (MS) in Information Services - STEVENS INSTITUTE (GPA
4.0)
Bachelor of Science (BS) in Environmental Planning and Design / Landscape
Architecture - RUTGERS UNIVERSITY
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