Customer Service Manager

Daniel Montoya

**** ******** **** ***********, ** 87114 505-***-****

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

QUALIFICATIONS

Strong technical aptitude with exceptional talent in training and

development and an ability to effectively translate technical information

and procedures to end-users.

Dedicated to providing quality customer support; consistently meet or

exceed client needs by providing service beyond expectation.

Outstanding communication and interpersonal skills with ability to listen

effectively respond appropriately and maintain mutual comfort level while

relating to a diverse group of individuals.

Proven project management abilities; able to assume multiple

responsibilities and remain productive within time-sensitive and

fast-paced environments.

Recognized for professionalism, thoroughness, and commitment to quality

and teamwork.

Ready to assume new challenges to meet or succeed objectives.

EDUCATION

Colorado Technical University, Colorado Springs, CO

-Master of Science -Information Systems Security, September 2009

GPA 3.1/4.0

University of Phoenix, Albuquerque, NM

-Bachelor of Science - Information Technology, February 2007

GPA 3.6/4.0

EXPERIENCE

Los Alamos National Laboratory

ESD Product Manager

Installed, configured and troubleshot desktop computing and

network-related issues for multiple end users.

Implemented and updated software applications which offered improved

performance, minimized software threats resulting in enhanced security.

Successfully configured and installed encryption applications which

maximized the security of unclassified controlled nuclear information.

Responsible for managing electronic software applications and serve as

first point of contact in troubleshooting, diagnosing and resolving

software access issues.

Managed internal audit application used to prevent software piracy and

installation of unlicensed commercial software under computer software

piracy guidelines.

Performed quality control testing for IA standard applications, SAV and

SEP11 definition files.

Supervisor: Mike Mikus 505-***-****

Contact: Yes

Hours per week: 40

Salary: $26.67

Verizon Wireless

January 2006-July 2007

Wireless Data Technical Support

Albuquerque, NM

Investigated daily systematic and operational malfunctions for PC

Operating Systems (Win 95, 98, ME, NT, 2k, XP,Vista), specifically

software and hardware installation, Device Manager and TCP/IP

configuration resulting in 100% one-call resolution.

Personally interpreted, evaluated and resolved software, hardware and

device discrepancies for: Blackberry devices, Wireless Modem Aircards,

tethered connections, PDA's, Pocket PC's, and Palm data devices

decreasing spending by 12%.

Responsible for creating, updating and tracking the status of 1,000

trouble tickets of customer escalations and improved problem resolution

throughout the nation.

Provided support and helped maintain department knowledge base

troubleshooting guide which improved the team's efficiency by 20%.

Supervisor: Chris Garcia 505-***-****

Contact: Yes

Hours per week: 40

Salary: $15.43

T-MOBILE WIRELESS

May 2005 -December 2005

Customer Service Coordinator

Albuquerque, NM

Resolved organizational irregularities for various offline teams with

direct responsibility for distribution of accurate and timely

documentation to all impacted departments.

Compiled and organized statistical reports in order to increase

organizational and communication links over our company's Wide Area

Network.

Investigated escalated customer and employee accounts and successfully

communicated the results to various government agencies which included

Better Business Bureau, Federal Communications Commission and Attorney

Generals Office.

Outside Collection Investigative Support Team

January 2004 - May 2005

Mentored team members in quality and production improvements which

resulted in 10% increase for team.

Collaborated with managers in order to design and implement improved

processes which resulted in exceeding company metrics by 8%.

Assisted customers outside scope of project; found innovative solutions

to meet customer and business needs which increased customer service

transactional scores.

Customer Care Representative

April 2002 - December 2003

Worked with new customers in the development of new accounts and the

implementation of new systems.

Educated and explained technical information to clients while building

rapport.

Provided training and ongoing support in network, web services and

various data enabled equipment.

Test and troubleshot hardware and software problems of equipment and

corrected deficiencies in assembly.

Created database which allowed for improved tracking and accountability

methods.

Supervisor: Chateau Wright 813-***-****

Contact: Yes

Hours per week: 40

Salary: $12.59

Los Alamos National Laboratory

July 1999- January 2001

Administrative Assistant

Los Alamos, NM

Challenged through a series of technical assignments within Environmental

Science division which included technical training.

Maintained and completed documentation of incident reports, allowing

trouble-free access for technicians and management.

Scheduled meetings, events and conference calls for upper management.

Accepted, declined invitations on own initiative.

Developed Microsoft PowerPoint presentations in order to improve internal

and external communications which included news releases, team progress

and monthly contests.

Improved customer service and saved time for management by suggesting

that first-level support be moved to customer service group, and by

developing and providing training during the transition.

Supervisor: Larry Pacheco 505-***-****

Contact: Yes

Hours per week: 20

Salary: $7.50

Computer Skills

Studying for

Windows 9x systems through Windows 7

Helpdesk - Advanced

Desktop Support

Mac -Beginner

Java - Beginner

SQL -Beginner

Visual Basic - Beginner

Microsoft Office(Word, Excel, PowerPoint and Access) -Advanced

HTML -Intermediate

Dreamweaver -Intermediate

FrontPage -Intermediate

Photoshop -Intermediate

Professional References

Chris Garcia 505-***-****

Verizon Wireless

Chateau Wright 813-***-****

T-Mobile Wireless

Mike Mikus 505-***-****

Los Alamos National Laboratory

Contact this candidate