Customer Service Management

Mr. Jean Joseph Gelin

* ******** **.

Stanhope, N.J. 07874

973-***-**** (H)

862-***-**** (Cell)

E-mail : ******@*******.***

OBJECTIVE

To obtain a position in the field of Technical Support Management where

there is an opportunity to apply my knowledge and skills for the purpose of

managing and maximizing client support, relationship through the

development of personnel, technology and innovative solutions.

Summary Skills

. Exceptional knowledge of computer hardware, including

desktops, laptops, Smartphone technology (BlackBerry, Treo).

Multi-function printers, SAP - HR, CRM, MRS,CCS, UCS - Work

Management systems - DWMS, GIS, Desktop Roll-out, Desktop

Support, Remedy, Altiris, Nuance, Remedy, SMS, IT

infrastructure planning and management, telecommunications

management, Security policy management, and Data Center

management

. Very strong experience with desktop and server operating

systems, including Windows XP, Windows Server 2003. Microsoft

Active Directory, VMWare or other virtual environments.

. Extensive application support experience with all Microsoft

Office applications, Microsoft Exchange, Microsoft

Sharepoint, AutoCAD, and GIS applications.

. Strong Global knowledge of Helpdesk Desktop support

. Proven track record of developing and providing Service Level

Agreements and Help Desk deliverables.

. Working knowledge of IT Frameworks (ITIL, ISO17799, Cobit,

CMM, etc) for change management, configuration management,

incident management, problem management, release management.

. Working knowledge of Sarbanes Oxley Section 404 to ensure a

compliant SOX IT environment

. Solid relationship management and performance management

skills.

. Ability to motivate and direct staff members and

subordinates.

. Exceptional written and oral communication skills.

. Strong documentation skills, presentation, project

management, and teamwork skills

. Ability to conduct research into a wide range of computing

issues as required.

. Ability to effectively prioritize and execute tasks in a high-

pressure environment.

. Strong experience managing external vendors.

. Deploying, maintaining and supporting telephone lines and

equipment, voice mail applications, Data circuits, wireless

devices, toll free services.

. Performing adds, moves and changes to the IP-PBX and Voice

Mail System

EDUCATIONAL BACKGROUND

Hope Int'l University

Fullerton, CA

Master of Science Degree in Management - 01/2000

Kean University

Union, NJ

BA Economics - Minor Computer Science - 06/1989

Learning Tree

NY, NY

Foundation Certificate - IT Service Management - ITIL - 06/2006

ESI International

Arlington, VA

Managing IT Projects - 04/2004

WORK HISTORY

PSE&G

Newark, NJ

IT Manager Operations

06/2001 - Present

. Managed a team of 50 Desktop and Application Support technicians

for the processing of incoming requests to the Help Desk via an

ACD system, e-mail and Web interface to ensure courteous,

timely, and effective resolution of end user issues.

. Provided leadership and guidance to four Field Desktop

Supervisors to perform day-to-day operational and technical work

for various field offices including our Global sites

. Interviewed, recruited, trained, managed and administered

staffing to provide Technical support to users within PSEG and

our Global users

. Conducted annual staff performance development reviews and

ongoing performance development activities to ensure all Desktop

Support staff are technically proficient, efficient, and excel

in customer service

. Responsible for the support of all Global and Enterprise level

Desktop Applications, Work Management Systems such as,

GSIMS/DWMS/OMS/GIS/CMMS, CIS, FAM, Complex Billing, Positive

discipline DCRMS, and SAP.

. Managed responses and resolutions for all problem/ticket

according to established SLA's

. Designed and enforced request handling and escalation policies

and procedures.

. Established and enforced Help Desk service levels agreements in

consultation with end users to establish problem resolution

expectations and timeframes.

. Managed and performed hands-on fixes at the desktop level,

including installing and upgrading software, installing

hardware, implementing file backups, and configuring systems and

applications.

. Managed Outsourced Vendor that provides First Level Help Desk

Support to users

. Managed dedicated Techs who provide support to our Global users

as well as the Trading floor users

. Analyzed performance of Help Desk activities and documented

resolutions, identified problem areas, devised and delivered

solutions to enhance quality of service and to prevent future

problems.

. Tracked and analyzed trends in Help Desk requests and generate

statistical reports.

. Developed, implemented and institutionalized desktop and

helpdesk support processes and procedures.

. Partnered with other department Managers and Directors to

identify and procure Service Desk software for internal staff

and external clients

. Conducted research on emerging products, services, protocols,

and standards in support of help desk technology procurement and

development efforts.

. Attended training seminars, conferences, and trade shows to

broaden knowledge of current and future Help Desk issues and

technologies.

. Managed the unit's budget of $20 million dollars and regularly

performed monthly forecasting to ensure budget target is met

. Reduced Help Desk operating expenses by 5% in working with

Supply Chain and renegotiated vendor contracts, improving

accuracy with budget forecasting, indentifying and eliminating

waste, focusing on continuous improvement, empowering people and

rewarding good performance that led to increased productivity

and better results.

State Farm Insurance

Wayne, NJ

Supervisor

06/1995 - 06/2001

. Managed a team of Technicians and perform activities such as education

and development, goal setting and team building.

. Prepared staff evaluations on a quarterly and annual basis and handle

compensation administration for promotions.

. Conducted interviews and hired employees based on determined skill

requirements.

. Used continuous positive reinforcement to maintain high level of moral

among employees.

. Assessed, identified, and developed team skills by providing feedback

to team members on customer service, communication skills, in order to

enhance the quality of support and customer satisfaction.

. Established regular meetings to discuss issues relating to support

services.

. Identified ways to better utilize technology to automate business

processes.

LANGUAGES

French, Spanish

Contact this candidate