Customer Service Manager
Resume:
Anthony F. Mercer-Bey
**** * ******** *** *** * Chicago Illinois 60617
ablem0@r.postjobfree.com
Objective
A detail-oriented information technologist with 10+ years experience in
outstanding customer support skills resolving technical issues and
educating end users. Strong project management capabilities with an
exceptional record of success in troubleshooting computers, increasing call
efficiency, securing data and optimizing the access and use of shared
information using a variety of hardware and software.
Experience
Apple Incorporated - Orland Park, Illinois (August 2007 - August 2009)
Applecare Service Technician - Full Time 40 hours/week - Ending Salary
$39,180/Year
Provide frontline customer support at the Genius Bar, including hardware
and software troubleshooting and diagnosis and basic customer product
training. Repair Apple hardware and software products. Managed all aspects
of repair workflow, including open repair prioritization, case management
and service part order management utilizing customer resource management
software and SAP. Reviewed all hardware product returns and re-quality
product for re-sale. Provide technical support for in-house systems.
Research order and repair status for customers. Review warranty claims.
Provided ongoing technology coaching to sales associates. Performed job
functons utilizing the following technologies and skills:
- Customer Service & Support - Blackberry Enterprise Server/Push
- Remote Desktop/VNC Support - Windows NT4/2000/XP Desktop Support
- Macintosh OS X (10.0 thru 10.6.3)
- Apple Macintosh Hardware Support - Microsoft Office
- Apple Software Support XP/2000/2003/2007/2008
- Data Recovery
- SAP
Lear Seating Corporation - Hammond, Indiana (January 2004 - August 2007)
Information Technology Specialist - Full Time 50 hour/week - Ending Salary
$38,800/Year
Facilitated "best practice" IT Operations through the strategic development
and ongoing maintenance of systems architecture and LAN/WAN infrastructure
for onsite and 2 remote offices, with additional accountability for data
security, backups, archiving, disaster recovery and all data center
operations administration and user support including Sarbanes Oxley.
Designed, installed, supported and integrated centralized and distributed
network hardware, operating systems and applications. Configured and
installed computer hardware and software including disk, tape, printers,
modems, and related peripherals. Responded to and resolved difficult
inquiries and complaints. Trained users on computer hardware/software and
other electronic office equipment. Monitored operational performance and
troubleshot system problems and isolated the cause of system failures.
Performed job functons utilizing the following technologies and skills:
- Customer Service & Support - Blackberry Enterprise Server/Push
- Remote Desktop/VNC Support - Windows NT4/2000/XP Desktop Support
- Windows 2000/2003 Server
- Microsoft Visio - Microsoft Office
- IBM iSeries/AS400 XP/2000/2003/2007/2008
- Cisco Routers - Data Recovery
- PHP/HTML Authoring - Active Directory
- Lotus Notes/Sametime Support - Technical Writing
- Microsoft SQL 2000
JORSM Internet - Dyer, Indiana (October 2001 - May 2003)
Customer Support Specialist - Part Time 25 hours/week - Ending Wage
$7.00/Hour
Strengthened customer relationships while addressing sales, billing and
support concerns for over 6000 active dial-up internet customers. Worked
collaboratively within a team-oriented call center to track, monitor and
review support requests. Analyzed complex equipment problems and provide
recommendations and coordination of repairs or replacement of associated
faulty equipment. Responsible for notifications to customers on planned
work that may impact their services. Performed job functons utilizing the
following technologies and skills:
- Telephone/Call Center Support - Windows NT4/2000/XP Desktop Support
- Customer Service & Support
- Telenet/SSH - WebHosting/Apache Server
- Dial Up Telephony - UNIX/FreeBSD
- PHP/HTML Authoring - ISDN
Purdue University Calumet - Hammond, Indiana (January 1999 - January 2004)
Audio-Visual Technician - Part Time 25 hours/week - Ending Wage $7.65/Hour
Maintain computer and equipment schedule for classroom instruction. Provide
basic technical and non-technical software instruction/training to
university faculty and staff. Supported and coordinated for large AV events
on campus, responsible for design, build out and expansion of smart
classrooms on multiple campuses, worked directly with faculty on technology
needs and support, consulting and design for distance education classrooms
and conference rooms with H.323 videoconferencing. Convert analog media to
digital formats for online classroom content. Performed job functons
utilizing the following technologies and skills:
- Customer Service & Support - Windows NT4/2000/XP Desktop Support
- Video Installation
- Inventory Maintenance - Adobe Premier
- Apple Final Cut Pro
Education
Roosevelt University: Bachelor of Arts, Communications - Media Studies
(Ongoing)
Purdue University: Bachelor of Science, Information Systems (70 Credits
Completed)
Apple Certified Macintosh Technician (August 2007 - Present)
References
Shelly Holme, Apple Inc., Senior Assistant Store Manager
Email: ablem0@r.postjobfree.com
Ph: 708-***-**** x5
Raul Velez, Lear Seating Corp., IT Manager
Email: ablem0@r.postjobfree.com
Ph: n/a
Greg Collins, Purdue Calumet, AV Supervisor
Email: ablem0@r.postjobfree.com
Ph: 219-***-****
Henry Walker, Kappa Psi Kappa, National Executive Director
Email: ablem0@r.postjobfree.com
Ph: 773-***-****
Contact this candidate