Customer Service Manager

Jacob J. Gibson

* ********* *****, ****** ** **850

Cell Phone: 607/267-1008 **********@*****.***

Summary of qualifications:

Nine years experience in retail. Quickly moving to supervisor in all retail

employment, because of the skills I have with matching customers with the

services and products that are right for them. My personal attraction with

technology has always kept me in the lead with the newest and greatest. I

also have high problem-solving, analytical, and interpersonal efficacy.

Work Experience:

Desktop Support Specialist, Cornell University, Ithaca, NY 2008-Present

1. Provide end-users support and maintenance within a diverse and complex,

desktop computing environment.

2. Including installing, diagnosing, repairing, maintaining, and upgrading

all Win, Mac & Tel hardware and equipment to ensure optimal workstation

performance and security.

3. Support approximately 300 users and over 700 network devices, spanning

more than 15 buildings on campus. Community members range from non-

technical to experienced and high profile users.

Supervisor (Deputy of Counter Intelligence), Best Buy's Geek Squad, Ithaca,

NY 2006-2009

4. Specialized in virus removal, operating system services, and new

personal computer setups; security and network setups/repairs; hardware

and software installations; and data backups and recovery.

5. Responded to most demanding customer issues and consult with customers

to determine and meet all computing needs. Simultaneously manage

personal computer servicing, intake counter, cash register, and

shipping and receiving.

6. Oversaw all in-store and in-home agents. Responsible for training,

scheduling, and duty delegation.

Assistant Manager, Spencer's Gifts, Ithaca, NY 2006-2007

7. Maintained highest standard of customer service, leading to the first

quartile increase in sales in four years. Directed security procedures

and reduced store shrink from 9.9% to 2.7% in less then five months.

8. Acted as bank depositor; conducted payroll corrections and posting; and

responsible for shop opening and closing.

9. Supervised and mediated all employees in daily duties.

Computer Repair Technician, Hartwick College, Oneonta, NY 2005-2006

10. Maintained and repaired laptops, desktops, and printers for 2,000-user

community.

11. Supervised and trained student technician assistants.

Volunteerism & Interests:

2000-2001 Seniors for Seniors volunteer - taught senior citizens computer

skills, involving comprehensive explanation of technical information; March

of Dimes event volunteer. Interests include electronics construction,

building computers, carputer installation, and rebuilding a 1967 Ford

Mustang convertible.

Education:

Associate in Applied Science, End-User Support, State University of New

York at Cobleskill, Cobleskill, NY 2006

12. Teaching Assistant for Introduction to Computer Hardware and

Introduction to Networking, responsible for facilitation of learning

laboratories and for grading homework and exams.

13. Self-financed 100% of school expenses through full-time work,

scholarships, financial aid, and loans. Recipient of the 2001 Clark

Foundation Scholarship.

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