Customer Service Manager
Resume:
Marticia Foster
Edison, NJ 08817
******@*****.***
Summary
I have a Master's degree in Business Administration with a concentration in
computer information systems. I am a creative and motivated computer
technician with several years in customer service, troubleshooting, and
programming. Some of my professional strengths include:
. Excellent organizational and interpersonal communication skills
. Strong analytical problem solving skills
. Quickly adapts to unfamiliar software environments and languages
Management Experience
. Retail management
CompUSA September 2005 to May 2007
Customer Service Manager Baltimore, Maryland
Hertz Rental Car November 2004 to Sept
2005
Customer Service Manager Baltimore, Maryland
. Financial Management
America's Cash Express March 2003 to Dec 2007
Center Manager Baltimore, Maryland
Employment
Leverage Technology March 2008
to June 2010
Support Analyst New York, New
York
. Install a variety of computer applications on the users machines both
PC and Mac
. Setup new hires/separation passwords on the network
. Configure and deploy the desktops and laptops to the users
. Blackberry Support
Setup accounts for new blackberry users
Troubleshoot all issues regarding blackberry hardware and software
Server administration (add and delete accounts)
. Handles all hardware support
Installing memory, hard drives, replacing fans, keyboards, mice and
speaker bars
. Configure and Install printers both local and network
. Logged all tickets using HEAT
. Provide excellent customer service over the phone and face to face
. Connect to users through remote desktop and LANDesk
Micros Systems Inc. July 2007
to December 2007
Technical Support Analyst Baltimore, Maryland
. Provided phone support to all major hotels in the USA in a call center
environment
. Handled about 40 to 70 calls a day
. All the sites used OPERA as their hotel software
. Connected and dialed into the sites using:
PCAnywhere
Webex
Remote Desktop
Cisco VPN
PC modem
. Typical calls involve basic hotel questions, printers, server issues,
interfacing issues, and financial statements (Microsoft excel
spreadsheets)
. Wrote SQL scripts to restart the servers and find old reservations
. Used Clarify as the ticketing system
. Trained new technical support analysts on how to use clarify
. Corresponded with the users and coworkers though Microsoft Outlook
. Walked users though how to map their local printers to their network
. Used discretion and judgment to ensure customer satisfaction and
utilization of time
Education
University of Phoenix-Online
MBA Business Administration- Information Technology
March 2009
Skills
Software: Microsoft Office Suite 2007 (Word Excel, Access, Outlook, and
Power Point), MS project, MS Visio, blackberry desktop manager, Adobe
Photoshop, Citrix, LANDesk, Oracle, Lotus 123, Windows 2003 Active
Directory, Share Point, Opera, and Microsoft Office Suite 2008 (MAC).
Hardware: Apple (Mac) Desktops and laptops, and Personal Computers,
Application and Interface Servers, Blackberries, and printers
Languages: Visual Basic, COBOL, SQL Script, C++, HTML, Java Script, and VB
Script
Operating
Systems: Windows Vista, Windows 7, Windows XP, and Mac OS X
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