Customer Service Sales
Resume:
Samir Mansoor
Baltimore, MD 21244
********@*****.***
Summary and Objective
To obtain a challenging position in the Information Technology field with
the possibility of career advancement. I am valuable team player and strong
worker with outstanding communication and customer service skills.
Education
University of Maryland Baltimore County (UMBC)
Baltimore, MD 21250
BS in Information Systems 2009
Currently Pursuing Cisco certified network associate (CCNA)
Completion date by August 31, 2010
Security Clearance: Currently active public trust security clearance.
Related Coursework
Microsoft Office (Word, Excel, PowerPoint, Access, Publisher)
Management Information System, Project Management
Computer Programming (C, C++, Java)
Object Oriented programming using C++
Graphical user interface using JAVA (GUI)
Computer Hardware and Networking, technical knowledge of workstation/laptop
hardware, Technical Writing
SQL Database, Oracle
Relational Database Systems (Oracle, SQL*Plus)
Information Technology Infrastructure
System Analysis and Organization
Decision Support Systems
Network Design and Management
TCP/IP Architecture
Project Management
Technical Writing
Technical Skills & Knowledge
Operating Systems
. Windows 2003/XP/VISTA; Linux
Email Services and Internet Interfaces
. Microsoft Outlook 97/200x; Microsoft Exchange; Communicator; Internet
Explorer 5.x/6.x/7.x; Mozilla Firefox and Thunderbird; Managed
Exchange solutions
Software
Citrix; GroupWise 4.x-6.x; GroupWise Document Library; Magic Help Desk
Tracking software; Microsoft Office; Voice Over IP; Windows, UNIX,
Linux, Remedy, Microsoft Office Suite
Networking, Desktop & Server Windows Operating Systems, Exchange Server,
Active Directory, TCP/IP, DNS, Routers, Switches, Technical Support,
Hardware, Software
Employment History
Desktop Support Technician level 4, Lockheed Martin/G&B solutions Inc
Social Security Administration Contractor
June 2009 -Present
Responsibilities
. Troubleshoot clients' issues
. Contracted through the Social Security Administration to create web
access account for federal employees and congressional members for the
user of desktop applications including Microsoft office
. Establishes mailboxes and monitors mail performance on the network
. Establishes new user accounts on the network granting access to
required network files and programs.
. Create/Modify and delete user accounts on GSO website.
. Support user Interface to clients in supporting the different web -
applications.
. Sign on account maintenance as wells as providing a User accounts
maintenance and support on GSO website
. Support to users in Microsoft outlook/exchange interface
. Support file issues which were running on TCP/IP protocol.
. Analytical and troubleshooting skills to test, identify, evaluate and
summarize test results
. Resolve issues on Microsoft Windows Platform to user data stored in
SQL database
. Providing a windows platform technical support to users
. Gather client data stored in Microsoft Excel.
. Attend eCongressional and other staff meetings
. Updating weekly and monthly status report
. Other duties as assigned
Accomplishments
. Completed a major initiative to implement eCongressional and eIAR
Project
Desktop Support technician (internship),
Ztech Inc August 2007 - December 2008
Responsibilities
. Coordinated with users and technical personal to facilitate desktop
support
. Daily and weekly backups support
. Tier 3 support to end users
. Performed setup and installation of servers, PCs and Macs
. Maintain routine security updates on domain servers and tape backups
. Installed desktop software applications
. Maintained strong working knowledge of standards and applications of
the customer
. Responsible for cabling on client and server side
. Installed, configured and troubleshoot Windows based operating systems
(Windows 2000, XP, Vista)
. Responsible for end user support after the installation of new PCs
. Supported hardware such as printers, servers, network equipment, and
hand held portable technologies
. Configure windows using remote access application.
. Troubleshoot Workstation and Network Printer Issues
. Monitor tickets and resolve all Remote Access/VPN connectivity issues
Customer Service Associate, A & P Inc, July 2003 - May 2009
. SUPERVISE AND DIRECT by directly supervising Cashiers and Service Desk
Associates at work; insuring adherence to Super Fresh policies and
procedures;
assigning/delegating tasks to associates to reach store goals.
. CONTRIBUTE TO CUSTOMER SATISFACTION by providing customer service
support at the Service Desk and register areas; modeling superior
sales/customer service techniques for associates; answering inquiries
verbally
about products or services, approving returns, exchanges and other
transactions
requiring approval.
. DEVELOP CASHIER AND SERVICE DESK ASSOCIATES by coaching,
counseling, monitoring and appraising job results. Providing
information and
training opportunities, to include initial and ongoing training on the
operation of
cash registers and the development of superior customer service
skills; cross
training selected Sales Associates to work on the registers.
. MOTIVATE DEPARTMENT ASSOCIATES by encouraging cooperation and
cross training within and between departments to increase
productivity;
creating good team spirit; appealing to associates to increase their
interest and
motivation; emphasizing the importance of providing superior customer
service
and accurate and efficient processing of sales at the registers.
. PROVIDE INFORMATION AND MAINTAIN COMMUNICATION by giving
constructive performance feedback both verbally and in writing to
associates;
informing associates about company and store policies; providing
ongoing
communication to the store management team; giving accurate
information about
an issue as necessary to: Store Management, Receiving, Loss
Prevention, and
to Corporate.
Reference: "available upon request"
Contact this candidate