Manager Customer Service
Resume:
Ron Gambardella
Torrington, CT 06790
***@**********.***
SUMMARY: Knowledgeable, skilled, and motivated technology professional
with leadership, information management, and hands-on business experience.
Excellent interpersonal and client management skills, strong customer
focus, results oriented. Takes pride in a "can-do attitude" and ensuring
job well done.
PROFESSIONAL EXPERIENCE:
6/06 to 4/10
Now IT Works Service Manager
East Hampton, CT 06424
. Provided Level 1 and 2 support for desktops, laptops, thin clients,
servers, and LAN/WAN networking
. Installed, configured, and managed ConnectWise and Kaseya servers
. Helped design managed services products and custom client agreements
. Reviewed monthly, quarterly, and annual revenue to verify client
agreements were profitable
. Monitored service requests to assure the guaranteed response time for
service level agreements were realized
. Effectively communicated with all clients to manage their expectations
in regards to services provided
. Created the Dispatch Manager position; Assisted Dispatch Manager with
schedule budgeting for technicians
. Reviewed all completed service tickets and projects for quality
assurance
. Provided business process and technical training for technicians,
sales staff, administrative staff, 1099 consultants
. Developed many service and back office process templates, notably
daily backup checks for all clients
. Proactively patched and monitored client systems through the use of
Kaseya
. Reviewed technician timesheets on a daily basis for quality assurance
and took appropriate action when necessary
. Created metrics for technicians based on KPIs and performance review
meetings for technicians
. Consulted clients in the following industries: Construction,
Financial, Insurance, Real Estate, Mortgage, Healthcare, Legal,
Accounting, Non-Profit, Education, Advertising, E-Commerce,
Transportation
. Managed vendor relationships for both clients and the internal company
partnerships
11/03 to 6/06
RDG Computing LLC Owner
Meriden, CT 06450
. Provided remote and onsite technology support and consulting for both
business and residential clients
. Designed, built, installed, configured, and maintained custom built
workstations and gaming computers
. 1099 Contractor for Now IT Works
10/02 to 4/03
Now IT Works Helpdesk/Field Technician
Norwalk, CT 06851
. Triaged, managed, and resolved reactive helpdesk requests for both
businesses and residential clients
. Provided both phone and remote support using Citrix GoToAssist and
remote desktop access
. Traveled onsite to client locations to install or troubleshoot
workstations and network devices
6/01 to 6/02
Chilis Bar & Grill Server/Bartender/Shift Manager/Corporate
Trainer Wallingford, CT 06492
. Initially hired as a server and quickly took on more positions
. Certified from Brinker International as a trainer
. Quickly gained regular clientele as both a bartender and a server
through outstanding customer service
. Won a month long "Sell the Most Margaritas" contest out of thirty-
seven employees
10/99 to 6/01
Ruby Tuesday Server/Bartender/Quality
Assurance Meriden, CT 06451
. Learned valuable interpersonal skills by servicing people from all
walks of life
. Inspected food to verify it was cooked to order and that the
presentation was to specification
TECHNICAL SKILLS & EXPERIENCES (Summarized):
. Operating Systems: Windows NT, Windows 98/98SE, Windows 2000
Professional, Windows XP, Windows Vista, Windows 7, Windows Server
2000, 2003, 2008, VMware ESXi, Ubuntu, Windows Mobile 5, Blackberry
OS, Palm OS, iPhone OS
. Server Applications: Exchange 2003/2007, SQL 2005, IIS 6,
Veritas/Symantec Backup Exec 10/11d/12.5, Intronis, Winconnect Server
XP, Automate, Acronis True Image, Active Directory, Group Policy,
DHCP, DNS, File/Print sharing, CuteFTP, Wordpress
. Desktop Applications: IE 6/7/8, FireFox, Microsoft Office
97/2000/2002/2003/2007/2010, Quickbooks, Peachtree, Adobe Acrobat and
Reader, Filezilla, Laplink, Thunderbird, Tunnelier, Market Sharp, MS
Picture It, ACT, Voltage SecureMail, VMware Workstation, VMware
Converter, Ccleaner,GIMP, Picasa, Itunes, Spark, AIM, Keep Pass, Nero,
nLite, Windirstat,
. Industry Specific Applications: Raiser's Edge, Orthochart, Vistadent,
Elements Vista, 20/20 Design, Explorer Systems Museum, PC Miler,
Timeslips, Xactware Remodel, Hometech, E2 Shoptech, Edonna, The Loan
Handler, Applied WinTam
. Anti-Virus/Anti-Spyware: AVG, Symantec/Norton, McAfee, F-Secure, Trend
Micro, Sophos, Spybot Search and Destroy, Malware Bytes, Web Root Spy
Sweeper, Hijackthis
. Remote Access: Log Me In Rescue, Go To Meeting, Citrix GoToAssist,
RDP, VNC, SSH
. Router/Firewall: Fortigate, Untangle, SonicWall, Juniper, Netgear,
Linksys, Dlink, Chilbox, Network Toolbox
. Network Solutions: Shield Link Pro 100, Fat Pipe, Juniper VPN
Concentrator, SonicWall Email Security, Barracuda Spam Filter,
Barracuda Web Filter, APC Network UPS, Barracuda Backup Server,
Buffalo Terastation, Buffalo Linkstation, Iomega Storcenter, Netgear
ReadyNas
. Managed Network Switch Cisco Catalyst 2950, 3com Baseline Switch,
Netgear FSM7236P
. Hosted Services: Postini, Microsoft ForeFront, GoDaddy, Bulk
Register/Enom, DNS Stuff
. Print/Scan/Multi-Function: HP, Xerox, Brother, Dell, Canon, Ricoh,
Kyocera, OKI, Konica Minolta, Savin
. Telephony: GotVmail, Aptela, Asterisk
. Languages: PHP, HTML
EDUCATION:
10/01 - 10/02 New Horizons, Windsor, CT
9/99 - 5/01 Central Connecticut State University (59 Credit Hours
Completed)
9/94 - 6/98 Francis T. Maloney High School, Meriden, CT
Certifications: MCP, Network +, A+
ACTIVITIES:
. Kaseya User Conference (5/09) (Las Vegas, NV)
. Dale Carnegie "Keep Your Staff Engaged, Energized & Motivated" (9/09)
(Shelton, CT)
. Kaseya Boot Camp (8/08) (Stamford, CT)
. Founding Member of the North East ConnectWise User Group (12/08)
(Providence, RI)
. Designed www.nowitworks.net using Wordpress (6/08)
. Microsoft ISV Touchdown Briefings (1/06) (Boston, MA)
REFERENCES: References will be provided upon request.
[pic]
Contact this candidate