Customer Service Management

MARK FARENTINO H. MANALATA

**** ***** **** ***** ? Bartlett, TN. ? 38135 (Cell) 901-***-****

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

INFORMATION TECHNOLOGY / PROJECT MANAGEMENT

Confident, dependable, versatile management professional with diverse

experiences enhanced by applied science/college level studies. Articulate,

knowledgeable problem solver with superior analytical and communication

skills. Organized meticulous, and methodical: particularly adept at problem

identification, research, analysis and resolution. Well versed in

information system implementation methodologies.

COMPETENCIES

Communication Skills ? Computer Systems ? Leadership and Supervision ?

Operations & Planning ? Project Management ? Organizational Skills ? Time

Management

COMPUTER SKILLS

[pic]

Mainframes, workstations & personal computers ? Database Development/SQL ?

Network Standard and Protocols ? Microsoft Network Operating Systems ? Mac

OS ? WAN Technology & Application ? Network Technology & Service

Integration ? Network Systems Management ? Active Directory ? IP Addressing

Schemes ? PC Troubleshooting and Diagnostics ? Linux ?

Router/Switch Configuring

EDUCATION

Associate of Applied Science Degree in Information Technology - Computer

Network Systems

ITT Technical Institute Cordova, TN.

Bachelors of Applied Science Degree in Information Technology - Data

Communication Systems Technology

ITT Technical Institute Cordova,Tn

Professional Experience

System Administrator

May2010 - Current

International Paper

3232 Players Club Parkway

Memphis, TN 38125

. Responsible for the migration of Lotus Notes to Microsoft Outlook 2007

. Assisted users in Regional offices and users in the field by

connecting to their computer and installing software needed for the

migration.

. Troubleshoot any calls coming in pertaining to any questions with

Microsoft Outlook and BlackBerry handheld devices

PC System Administrator

April 2010 -May 2010

Autozone HQ

123 S. Front Street

Memphis, TN 38103

. Ability to troubleshoot PC software problems with the operating

systems (Win98, WinNT, Win2K, WinXP), applications, drivers including

problems with workstations, servers, drives, cards, printers,

scanners, and other peripherals.

. Ability to troubleshoot PC connectivity issues (TCP/IP, AppleTalk,

VPN, Proxy, VNC, PC Anywhere and Remote Desktop).

. Experience with a majority of the following: POP and IMAP clients,

Web browsers, Photoshop, Illustrator, Microsoft Office, Microsoft

Project, and Citrix client.

. Organizational skills, attention to detail with proven oral and

written communication skills.

Experience supporting end users, including all levels of management.

Ability to follow through on support requests in a timely manner,

escalating to other members of the team when appropriate.

. Demonstrate time management to prioritize and address multiple tasks

and projects in a dynamic work environment.

. Ability to work independently and with other members of a team.

Demonstrate the ability to creatively troubleshoot, solve problems,

and make informed decisions while successfully guiding others through

constant change.

. Senior Specialist Technical Support

January 2007-November 2009

Hilton Hotel Corporation

825 Crossover Ln

Memphis, Tennessee 38117

. Responsible for customer support services, configuration,

troubleshooting, customer assistance and/or training, in response to

customer and hotel brand requirements.

. Continuously monitor, train and assist new Level 1 employees in

relation to customer and client support.

. Create a daily turnover report which indicated shift call and analyst

statistics for management review.

Program Specialist / Web Master

May 2005 - October 2006

Navy Personnel Command

5720 Integrity Drive

Millington, Tennessee 38055

. Perform navy wide telephone customer service and technical support to

the Navy Drug Screening Program (NDSP).

. Maintains the Navy Alcohol and Drug Abuse Prevention (NADAP)

website www.npc.navy.mil.nadap.

. Packaged and shipped out goods to the entire fleet.

Additional Skills and Experience

. Proficient in Windows, MS Word, Excel, PowerPoint and Outlook.

. Performance driven and results oriented.

. Customer and client service oriented.

. Overseen Lotus Notes Migration to Microsoft Outlook 2007

Contact this candidate