Customer Service Manager
Resume:
JEANNIE B. BAILEY
PO Box ***, *** S. Hemlock Rd.
Charlestown NH 603-***-****
*********@****.***
PROFESSIONAL EXPERIENCE
Consultant/Install Technician – Self-Employed
SICOM, POS technician, 97% Domestic & Canada traveling: Installing, and training of point of
sale system.
JCPenny’s, East Coast POS technician. Installing point of sale, NCR systems. Replacing older
NCR systems with new, troubleshoot and resolve HW and SW errors or script issues.
Daniels Construction Vermont, Consulting and service technician for workstations and server.
Student Conservation Association, stand-in in for Network Manager while on leave.
Keene State College, IT Group. Troubleshooting issues with Cisco Clean Access, Network
connectivity, equipment requirements, and Student technical concerns.
2002- 2005
User Support Analyst - Dartmouth College
Management: Responsible for daily helpdesk operations, supporting over 4000 undergraduate
members with both Mac and Windows. Directed staff of 25 Dartmouth work study students
handling technical support; scheduling, hiring, firing, and training of staff. Accountable for
operating budget.
Technology: Senior consultant for the Dartmouth Community, on a broad range of computer,
printer, and network concerns/issues. Wireless and Ethernet configurations. Editing/reviewing
Dartmouth FAQ’s, documentation and Bulletin board sites.
Security: Under the direction of the director of operations, find and resolve student workstations
obtaining excess amounts of bandwidth due to workstations compromise; i.e. Trojan viruses,
malicious hacking, and behavior not supported by departmental policies.
2001- 2002
Systems Manager – Eagle Times Publications
Management: Managed acquisitions, installations, and maintenance of the newspapers’ LAN and
WAN. Analyzes products, services, business needs and new technology for proposal to the
Director of Operations. Developed and oversaw technical procedures and policies for users’
rights and HW and SW use.
Networking: Monitored reliability and security of a multiple platforms network and operating
systems; expand segments and improve speed. Backup/restore procedures daily. Troubleshoot
issues with satellite reception.
Customer Service: Train on various levels of use and optimization of programs. Determined user
specifications for HW and SW and then purchased/built to user/job needs. Installed new, and
maintained existing HW and SW. Internal Helpdesk for all users.
Formalities: Ensures that materials, equipment, and supplies are ordered and delivered in a timely
manner. Chooses vendors, places orders, maintains records and handles returned goods. Accepts
and scrutinizes vendor bids or proposals. Selects sources based upon analysis. Arranges vendor
contracts, bargains for best costs, and observes quality of purchased materials.
JEANNIE B. BAILEY
PO Box 510, 223 S. Hemlock Rd.
Charlestown NH 603-***-****
*********@****.***
JEANNIE B. BAILEY
PO Box 510, 223 S. Hemlock Rd.
Charlestown NH 603-***-****
*********@****.***
1996 - 2001
Senior Product Specialist Product Trainer - Tally Systems - Novell
Managed and executed a training facility for Tally Systems Corp. worldwide clients.
Software/Hardware: Configuration and repair of desktop services and applications. Support
client/server applications and databases connections. Install and deploy SQL Client for workstations and ensure
connectivity. Assist in electronic software distribution.
Training/Instruction: Individual introductions and previous research on clients, provided insight
on objectives, which were incorporated into class slides and exercises to maintain the interest of students and
address each member’s personal objective.
Administration & Customer service: Serve as chief liaison between senior representatives,
Product Management, Engineering and Quality Assurance to streamline resolutions, defusing irritated customer
situations and/or ease relations should a resolve not be possible.
Development: Fully in charge of configuring and maintaining the training lab consisting of a
NT 3.0x server and Win95 clients, creating Domain logon scripts and procedures to ghost
clients and maintain standards, security and recovery plans
EDUCATION/TRAININGQUALIFICATIONS/TRAINING
Computer Science degree at NHTC, A.S.
Continued Computer Science at Franklin Pierce College, B.S.
Ran a home-based Consulting business for 10 years.
Possess skills and education in business law
Accounting (A.S.), and customer service (Certificate).
ACHIEVEMENTS
• Minimizing employee turnover rate to 1% for the Dartmouth Student Helpdesk.
• Created a hardware and software image for the Dartmouth College freshman class of 2005
without flaw.
• Recognized and rewarded many times for complete and first-class customer service, defusing
potentially irate customers, and taking on unfamiliar assignments when called upon to do so.
• 100% satisfaction recorded from all customer surveys received from NetCensus and
CentaMeter training class, 246 customers and newly hired Tally Systems employees
• Donate personal time to stop by local senior center an instruct senior citizens in workstation
basics and the use of Microsoft products.
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