Customer Service Sales
Resume:
Richard M. Del Santo
**.*****@*****.***
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Summary of Qualifications and Objectives:
. Technical understanding and accomplished with: MS-DOS, Windows
95/98/ME/NT/2000, 2003 Server, XP, Vista, Win 7 in 32/64 Bit, MS Office
2003/2007, mainly with; Microsoft Word, Excel, and Outlook. AS400 &
Mainframe environment. Perfectly suited for a level 1 and 2 computer
technician or help desk analyst position in the "IT Infrastructure
Support" field, using proven computer and business skills to build upon
and foster team, company, personal growth and advancement.
. Knowledge of PC hardware construction from ground level up, setup and
installation, as well as various peripherals such as printers.
. Practical experience in system-operations training, troubleshooting,
technical support, data entry, and file updating.
. Successful relationship management with key customers and both inside and
outside sales representatives.
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Education and Technical Training:
MicroTrain, Chicago, IL
2006 - 2007
Major: Microsoft Certifications
Currently pursuing Certifications in A+, Network +, MCSA, MCSE, and
Exchange 2003. A+, Network + and ITIL course studies completed.
Wilbur Wright College - Chicago, IL.
2003 - 2004
Major: Computer Science Major
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Practical Experience:
Commerce Clearing House (CCH), Chicago, IL. Sept. 2009 - Mar. 2010
Helpdesk Analyst Level 1-2
. Tax preparation and research applications support to end users and
sales staff.
. Remote access using GoToAssist for successful troubleshooting or
application installation onto workstations and shared drive network
servers.
. Problem ticket logging using STAR. Escalation of issue to higher
support queues when necessary.
UOP Honeywell, Des Plaines, IL. Jan. 2008 - Sept. 2009
Helpdesk Analysts Level 2
. Password resets within, LDAP, Active Directory and SAP.
. Remote access using LANDesk Management Suite for problem
troubleshooting of various office and business software.
Troubleshooting network issues, VPN connectivity issues within
CheckPoint VPN-1 Secure software, TCP/IP and hardware. Problem ticket
logging using Remedy v 5.5, escalation to proper support queues for
domestic and international issues.
. Blackberry activation walk through.
Kraft Foods, Northfield, IL. Aug. 2006 - Dec. 2007
Helpdesk Support Level 1
. Problem ticket logging using Peregrine Systems 5.0.3 and Avaya IP
Agent v. 6.0.5.
. Password resets within Active Directory, Business Objects, SAP and
AS400 Mainframe.
. Problem troubleshooting of hardware, software and network issues,
ticket escalation to proper support queues for domestic and
international issues.
. Troubleshooting VPN RNAS connectivity issues within IPASS software.
Turning Point, Skokie, IL. Mar. 2006 - May 2006
MIS Coordinator/Intake Coordinator
. Troubleshooting and correcting workstation hardware performance and
maintenance.
. Performed workstation software upgrades and updates.
. Organized and maintained employee and client data within database
files.
Independent Consultant, Chicago, IL. Jan. 2004 - Mar. 2006
Computer Technician
. Developed and utilized all important entrepreneurial skills and
experience.
. Conducted diagnostics, performed formats, hardware and software
upgrades on personal computers resulting in optimized performance.
. Guided and trained home users to confidently perform software or
hardware installations and usage.
Magid Glove and Safety, Chicago, IL. Oct. 1997 - Jan. 2004
Senior Customer Service Representative/Inside Sales
. Proficiently performed all aspects of inbound and call center customer
service resulting in increases sales, earning 2 awards for above and
beyond average customer service.
. Pivotal in training or assisting customers and staff in web and
computer-system operations.
. Selected to efficiently perform group leadership responsibilities,
coaching and fostering teamwork.
. Applied experience in computer system operations and various types of
software to streamline business operations.
Days Inn Hotel, Lake Shore - Chicago, IL. Oct. 1995 - Apr. 1997
Senior Coordinator, Sales Assistant
. Conducted preparation and processing of reservation contracts,
payments and collections, group rooming list and guest requirements
resulting in streamlined guest arrival registrations.
. Choreographed tours of rooms, banquet facilities and marketing packet
mailings, enhancing hotel room sales.
. Created tours, week ending and monthly call reports validating
business flow results.
. Trained all office staff in Word Perfect word processing and graphics
software in Windows 3.11 environment.
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