Customer Service Manager

A rgent ra H. Cotton Jr.

***** ****** *****, ****** **, 90746 H 310-***-**** C 714-***-****

A **.******@*********.***

Objective

To obtain a position in the Information Technology field that allows me to apply my skills and

education and provides me with the opportunity for advancement

Education

I T T Technical I nstitute, Torrance, CA September 2009

Associate of Science in I nformation Technology-Computer Network Systems

I T T Technical I nstitute, Torrance, CA September 2011

Bachelors Degree in Project Management

Computer/Technical Skills

Windows 2003/XP/NT Windows XP Professional/Windows 2003 server

Red Hat Linux Fedora 8

Administration of Windows NT/ Windows XP operating systems

Troubleshooting hardware and software problems in network environment

Strong background in t roubleshooting and solving problems using technical manuals

Build, assemble and disassemble personal computer systems installing CPUs, CD ROMs, hard

d rives, f loppy drives, RAM, sound/video cards, network cards and modems

Installation and setup of various network operating systems including Windows NT, Windows

2003, Windows XP, Professional and Server, Linux

Ut ilize and configure computer software such as M icrosoft Office including Word, PowerPoint,

E xcel, and Lotus Notes

Possess excellent customer service skills and ability to communicate

Work efficiently in both an independent and team atmosphere

Work Experience

P roject Site Leader / Deployment Field Tech I nstaller A ugust 2009 –

P resent

Pomeroy I T Solutions

Communicating and delegating to the team members daily tasks

Create spreadsheets using Microsoft Excel

Install software, Lotus Notes 8.5-1, on Southern California Edison computers

Communicate with site leads and users on deployment project plans

Follow up with site leads and users to verify installation is complete

Strong ethics, inf luence and negotiation, leadership, and interpersonal skills; ability to

effectively manage stress and engage in continuous learning

Troubleshoot installed software

Assists users with any problems they may have with Lotus Notes

Activate clients’ Blackberry Phone; t ransferred data from old phone to new phone

Refresh clients’ computers taking data from old pc storing on new pc

Set up moves for clients moving their computer from office to another office

L ift-I T Manufacturing September 2008 – February

2009

Warehouse Shipping Clerk

Responsible for preparing and shipping clients outgoing package

Processed outgoing packages th ru FedEx, UPS, and freight

Prepared daily shipping labels on the computer

Maintenance of the supply room; kept i tem in a numerical order; kept supply room organized,

clean and free of debris, and adhered to all safety regulations; kept shipping and receiving

desk area clean at all t imes

Monitored and maintained log sheets on a daily basis

Monogram Systems January 2008 – September

2008

Stockroom Clerk

Responsible for pulling outgoing parts for shipping

Processed morning packages and orders; pulled 125 shipping orders daily

Generated reports

Processed pick-up orders throughout the day and returned them to pickup; kept i tem in a

n umerical order

Four Seasons Hotel January 2006 –April

2007

Concierge Runner

100+ packages daily along with customer service call to shipping and receiving desk

Data entry

Received mail and distributed

Assisted concierge with answering phone calls and guest questions at concierge

Assisted bellman with checking in and out guests

Assisted front drive guest arrivals and valet parkers with parking vehicles

Processed morning packages and orders; generated reports

Processed pick up orders throughout the day and returned them to pickup

Processed weekly shipments

Maintained supply room and department supplies

Prepared daily shipping labels on the computer

Maintained supply room; kept i tem in a numerical order; kept supply room organized, clean

and free of debris, and adhered to all safety regulations; kept shipping and receiving desk area

clean at all t imes

Monitored and maintained log sheets on a daily basis

St. Regis Hotel September 2001 – December

2005 H ouse Car

D r iver/Bellman/Assistant/ Supervisor

Transported guest luggage to/from guest rooms; escorted guests to rooms and informed guests

of all hotel services and features

Responsible for attending to immediate needs of each guest upon arrival and follow-through

a ttention throughout stay

Thorough knowledge of all hotel services and amenities

Completed multiple assignments simultaneously, working well under pressure, and adjusting

to changing priorities

Experience handling sensitive and confidential matters, and maintained accountability for

follow-up

Strong ethics, influence and negotiation, leadership, and interpersonal skills; ability to

effectively manage stress and engage in continuous learning

Assisted manager with daily duties, and supervised and assisted employees with daily duties

Assisted with guest t ransportation to and from the area within 10 miles of hotel

Assisted concierge with daily activities; customer issues, billing issues etc

Assisted front drive by directing t raffic, parking cars, etc

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