Customer Service Help Desk

JOSEPH R. PATALANO

**** ****** ***

Brooklyn, NY 11237

Home: 718-***-****

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

Summary:

Dependable and diligent IT support professional who manages multiple tasks

and works well under pressure. Experience with installing, troubleshooting,

repairing PC and POS hardware and software, Assisted with the training of

Department of Education end-users on the new POS system. Used OSI layered

approach to resolve technical PC/POS issues. Provided simple explanations

to end-users concerning what their computer issues were, while

simultaneously working with IT staff to develop a systematic help desk

guide.

Technical Skills:

. Desktop . Help Desk . Support

Systems Operations Techniques

. Training . Customer . System

Service Maintenance

. System . Diagnostics . Component

Tuning Repair

. Microsoft . Microsoft . Microsoft

Windows Office Networking

EXPERIENCE:

Smart Source Inc. New York, NY

2007- 2009

Hardware Technician/POS Implementation Specialist

. Trained Department of Education School Food Employees on new POS system.

. Supervised Smart Source trainers and DOE employees on POS Go Live dates.

. Set up, configured and repaired POS system hardware in NYC schools.

. Used Remedy Ticket Tracker and Access

Suggested to supervision that taking Help Desk employees out on repair

calls would improve moral because the Help Desk now will have the

confidence to explain to the school staff exactly what to do now that they

actually helped to repair the issue, therefore reducing expenses for gas,

payroll, tolls, and vehicle wear and tear, and unnescessary repair calls.

Introduced a inventory system that would control inventory needed to do

repair calls in the schools.

Help develop systematic type of KB for the Help Desk that helped to resolve

issues with the POS systems and the Hardware.

Nesco Resources Inc. Melville, NY

2007-2007

Advance Service Rep. - Cablevision Call Center -Bronx, NY

Consistently meet all technical and productivity goals consistent with ASR

requirements.

Answered 70-90 calls per 7 hour shift, resolved 94% of all issues, 6% of my

calls were escalated

Consistently finished customer calls in 4-6 mins; company's average: 6-8

minutes.

. Assisted Cablevision customers with Hi Definition Cable and DSL equipment

issues.

. Explained billing statements, processed payments, handled collection

issues, pro-rates, issued credits, change of service, confirmed

appointments, assisted customers with PPV buys.

. Worked simultaneously with multiple software applications that included

Remedy, IE, Outlook and Word.

Labor Ready Inc. New York, NY

2005 - 2006

PC / Hardware Technician

.

Assisted Branch office personnel with hardware and software problems,

provided troubleshooting, and owned desktop and network issues to

resolution. Performed maintenance of personal computers and peripheral

equipment, identifying problems and providing appropriate solutions.

Installed operating systems and applications and conducted technical

training demonstrations.

. Built, maintained, and repaired computer systems to improve

speed, reliability, and efficiency of operation.

. Demonstrated high quality, results-driven, prompt, and

professional customer service and support to instill confidence in

technical advice

and directions.

. Reduced stress levels of customers by adopting a cooperative

attitude and positive approach to every task and assignment

. Received numerous customer commendations and awards.

Steel Masters Inc. Brooklyn, NY

1999 - 2005

Office/Tech Manager

. Responsible for all Customer Service, scheduling deliveries, service

calls, answering phones, shipping/receiving

. Payroll for 30+ workers, prepared invoices, quotes and estimates using

either QuickBooks or Word

. Familiar with NYC bidding process, city contracts, RFI, RFQ, and RFP

certified payroll for prevailing wage jobs.

. Ordering steel for rolling gates, maintained stock levels, sold Rolling

Security Gates, measured jobs for Staircases, Window Guards, Handrails

and Flat Sidewalk Cellar Doors. Ability to read blue prints, familiar

with AutoCAD.

. Networked office computers, upgraded as needed, replaced NIC cards,

installed memory, connected DSL modems and various other parts as needed.

Installed Symantec Antivirus, set-up Outlook Express, handled all

username and password reset requests, set up email for office staff.

Education:

New Horizons Computer Learning Center New York, NY

2006 + 2009

Livorno American High School Livorno, Italy

1978-1981

University of Rhode Island West Kingston, RI

1981-1982

Certifications:

CompTIA - A+, Network+, Security+ (#COMP001000903367)

Microsoft - MCP, MCSA on Windows 2K (#3218705)

Cisco - CCENT, CCNA (#CSCO10870840)

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