Customer Service Manager

Stephen Glynn

Mobile Phone: 412-***-****

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

SUMMARY

I recently received my MBA from Chatham University with a 3.5 GPA. In my current

job I have experience servicing both Mac and PC computers, customer service,

conducting interviews, and creating an effective employee training program. After being

promoted within the IT Department from a user services specialist to a systems and

network specialist I was then promoted to the manager of the help desk where I am in

charge of managing full-time, part-time, and student workers at a help desk covering 3

locations. I have excellent written and oral communication skills and the ability to take

on large projects such as helping rewrite the IT Department’s Standard Operating

Procedures and Service Level Agreements. I have been recognized within my

department for my organizational change within the helpdesk to create a better work

environment and increase customer satisfaction.

WORK EXPERIENCE

Helpdesk Manager May 2008 - present

Chatham University Pittsburgh, PA

• Responsible for the management of 5 full time employees and 25 student workers

• Coordinate and maintain helpdesk operations on multiple sites

• Responsible for new computer setups and migrations, computer lab setups,

maintaining hardware and software for 1500 desktops, laptops and tablet PC’s on

campus

• Coordinate cleaning and maintenance projects

• Schedule employees to provide full coverage from 8am-10pm on two sites as well

as additional coverage in library

• Oversee all daily operations ensuring high levels of customer satisfaction

• Manage a projector/laptop reservation program

Systems and Network Specialist July 2007 - April 2008

Chatham University Pittsburgh, PA

• Promoted to position in 2007

• Building and maintaining multiple servers

• Shared responsibility of 50 servers running Microsoft Windows 2003 server,

Microsoft windows 2003 Rev.2 servers, Microsoft Windows 2000 server edition

• Directly manage a Microsoft Exchange 2007 server, Microsoft Exchange 2000

server as well as campus management system

• Solely responsible of the “tablet” notebook program run by Chatham University.

Helpdesk staff would assist with service, maintenance and warranty of over 1000

tablet PC’s given to every incoming undergraduate student. Partnered with HP

using their channel services network to manage and maintain computers

User Services Specialist July 2006 - July 2007

Chatham University Pittsburgh, PA

• Responsible for support and maintenance of desktops and laptops for all students,

faculty, staff and computer lab systems

• Provide software support and assistance, hardware diagnostic, replacement and

installation for all computers on campus

• Promoted in February 2007 to Student Work Supervisor; new responsibilities

include supervising student worker and work student program, hiring, scheduling

and supervising eight to ten students

Director Of Technology September 2004 - May 2006

Bloomsburg University Voice Newspaper Bloomsburg, PA

• Responsible for maintaining server and ten Macintosh computers used for writing

and editing newspaper

• Responsible for updating all computers and server software new newest Operating

System

• Responsible for routine maintenance of all computers

EDUCATION

Master's Degree, Business administration January 2007 – May 2010

Chatham University Pittsburgh, PA

Bachelor's Degree, Computer and Information Systems September 2002 - July 2006

Bloomsburg University Bloomsburg, PA

CERTIFICATION

Accredited Platform Specialist

Hewlett-Packard

HP Commercial Desktops, Workstations, and Notebooks

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