Customer Service Manager

Alford Lee Clement

Canton, Pennsylvania *****

*********@*****.***

Phone: 505-***-**** / 570-***-****

? Summary of Qualifications

Build, configure, upgrade, and maintain workstations and personal computer

systems

Diagnose and resolve problems with workstations, POS, and peripherals

Install and configure computer peripheral devices

Setup, configure, and maintain LAN

Effectively utilize customer-oriented approaches to resolve user problems

Very adept and quick at learning and mastering new technology

Work well in team and self directed settings as each task may require

? Experience

IT Technician

Field Solutions, LLC July 2006 - Present

Minneapolis, NM

Certified independent contractor for Field Solutions, a service company

providing IT support to a diverse clientele (commercial, government,

retail, etc.)

Provide support and solutions for personal computers, point-of-sale

systems, WiFi hubs and routers, telephone systems, printers (networked and

local)

IT Technician/Applications Specialist

Inn of the Mountain Gods Resort and Casino June 2008 - July 2009

Mescalero, NM

Provided help desk support for all users of applications and hardware

Managed all incoming service request and support calls in a web based help

desk support system

Built and maintained workstations, including all hardware and software

Provided support for all applications on site, i.e. Oasis, Foodtrak, Micros

9700 POS, MyMicros, Microsoft Office

Monitored server room

Repaired old workstations, including hardware and software

Ran network cable for new workstations, POS (point-of-sale) stations, etc.

Assigned rotating schedule; periodically on call for all overnight IT

services

Revenue Auditor

Inn of the Mountain Gods Resort and Casino February 2007-June 2008

Mescalero, NM

Verified all transactions between cashiers and vault personnel

Verified all transactions between table games and vault personnel

Monitored slot machine action, investigating any unusual activity or

payouts

Front Desk Manager/IT Manager

Swiss Chalet Inn March 2004-October 2007

Ruidoso, NM

Answered phones, processed reservations (credit card and cash

transactions), managed guest relations

Oriented and trained new employees, monitored front desk staff

Scheduled on-going individual and group training sessions to foster and

maintain quality customer service

Kept up to date records of direct billing and made sure all was current

Performed preventive maintenance of workstations and stand-alone desktop

computers

Managed LAN and WAN, including cabling and new systems to expand existing

network

Managed all internal support calls and service request

? Education

Eastern New Mexico University-Ruidoso, NM

Associates of University Studies (One Class Short of Completion)

Primary emphasis in MIS, secondary emphasis in Business

Certificate of Course Completion in Cisco Systems PC Hardware and Software

Certificate of Course Completion of Microcomputer Applications

? Certifications

Dell Certified Systems Expert (DCSE)

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