Customer Service Manager

RONALD S.BALA

***** **** ******* ****** **** . Houston, TX 77082 . 646-***-**** .

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

TECH SUPPORT . CUSTOMER SERVICE

Versatile, result-oriented IT specialist with demonstrated success

implementing strategic IT initiatives that improve business

functionality with positive impacts on the bottom line. Skilled

project and implementation manager, with proven ability to lead and

motivate teams to maximize productivity. Technology savvy self-

starter, adept at moving into new environments and extrapolate from

existing experience to quickly adapt to new technologies fluently.

Possess first-rate communication and collaboration skills to lead and

work in concert with diverse groups effectively.

Qualification Highlights

( InformationTechnology ( Multi-Platform Networking ( Client Relations

( Technical Analysis ( Network Engineering (

Implementation/Training

( Strategic Integration ( Troubleshooting/Resolution ( Project

Management

Technical Expertise

Operating Systems/

Software: Windows 98 - Vista, Windows NT Workstation/Server 4.0,

Windows 2000/2003/2008 Professional/Server, Windows

Server 2003 Enhanced, Enterprise Linux Red Hat, Lotus

notes, E-fax, Citrix. Outlook, Exchange

Hardware: Cisco routers, Cisco Switches, Hub, Laptops, Workstations,

& Servers (HP, Dell, Compaq, IBM) Raid, SCSI, Modem

Network Cards, Memory, Printers, Scanners and other

peripherals.

Network/Protocol: LAN/WAN, TCP/IP, WINS, DNS, DCHP, RIP, TFTP,

Ethernet, Active Directory, Windows server policies

and protocol.

PROFESSIONAL EXPERIENCE

Technical Analyst / Install Specialist (Contract)

2009 - Present

R&R Solutions Gravette, AR/Orlando, FL, Houston, TX

. Maintained, analyzed, and repaired computer systems, hardware and

computer peripherals

. Performed fault isolation and repairs in a complex

computing/networking environment independently or in consultation

with vendor or other technical personnel in order to diagnose and

correct system problems.

. Installed, configured hardware, software, and networks for

PC's/servers with multi-user operating and/or networking systems in

order to establish and maintain agency information systems.

Implementation Manager

2005 - 2009 Dealertrack Inc Lake Success,

NY/Houston, TX

. Held multifaceted responsibilities to configure, install and

administer strategic corporate networking systems training and

support.

. Planned and implemented enterprise wide software training which

included requirement analysis and tech support for a $ 5 million

account.

. Actively provided desktop, configuration, onsite, phone and

inventory support for software and hardware

. Managed and utilized CRM tool to improve inventory control of

training, create/delete users, manage profiles, hardware updates,

and enhancements.

. Provided exceptional customer service and technical support for

internal and external voice and data product customers

. Troubleshoot hardware and software issues and identify

network/applications issues and provided detailed information on how

to set up/configure network devices

Additional experience

. Troubleshoot for PC operating systems, specifically device manager,

TCP/IP configuration, verified provisioning, and diagnosed device or

network issues

. Used various administrative department tools and on-line resources

for customer resolution.

. Demonstrated and practiced regularly the skills necessary to handle

any CS and/or technical support call type routed through the center

in this function.

. Follow up with customer to ensure first call resolution and achieve

and deliver 100% customer satisfaction.

System Admin / Customer Relations

2005 - 2005 Voom High Definition Satellite

Jericho, NY

. Managed network infrastructure and telecommunications systems that

supported a staff of 200 personnel.

. Use trouble ticket system for tracking customer interactions and

problem resolution.

.

. Fulfilled administrative responsibilities including the addition and

changes to user desktop, email accounts, and customer support.

. Installed, configured and managed windows server 2003 and RAID

arrays.

Systems Admin / Tech Support

2004 - 2005

Crown Equipment Corp Hicksville, NY

. Supported a staff of 150 personnel in providing technical,

management and administrative support.

. Installed and configured servers including RAID arrays in addition

to facilitating backup & restoration using NT utility.

. Configured and monitored status of printers utilizing HP jet admin

in addition to upgrading printer firmware, adding to networks, and

handling installation of other peripherals.

. Carried out full installation of Cisco routers and cabling for

router, switches, hubs and new works spaces.

Tech Support / Programmer

2003 - 2004 Tadiran Telecom Port Washington, NY

. Programmed software for coral IP/ IPX phones to work with server

interface.

. Performed hardware, software and server blade upgrades for IP phones

and maintained server functionality.

. Utilized Linux for server security and provided technical support

via phone.

Intern

2002 - 2004

Central Brooklyn Economic Development Corp Brooklyn, NY

. Earned 300 hours of internship experience under supervision of the

director of CBEDC.

. Designed, implemented and managed a network which consisted of

installing and partitioning hardware.

. Installed and configured all protocols on win server 2003, Cisco

routers, switches and hub platforms.

Education

B.S in Network Communication Management - Houston, TX

2006 - 2009

DeVry University - Magna cum laude

A.S in Electronics and Computer Technology - Long Island city, NY

2002 - 2004

DeVry Institute of Technology - Magna cum laude

A+, MSCE/CA, CCNA

Commendations

? President's List - DeVry University ? Dean's

List - DeVry University

? Great Idea Award 1st Place - Dealertrack ? Customer

First Award - Dealertrack

? American Management Association Award

References Upon Request

Contact this candidate