Customer Service Manager
Resume:
Kelly Wyslick
********@*****.***
Summary:
* ***** ********** ** **** first contact person for Help Desk supporting 150 people.
Experience in Internet protocols, E-email protocols, Windows client & server applications
support. Ability to effectively prioritize and resolve basic problems with end-users. Excellent
verbal and written skills. Willing to Travel.
Education:
Gibbs College, Norwalk, CT
Associate in Applied Science Degree Computer Network Operator
Computer Networking Skills:
• Operating Systems: Windows K, Professional & Server, XP, Vista,
Linux
Accounting Systems: Lawson, QuickBooks Pro, Global
Programming: Basic, HTML, Visual Basic
• Microsoft Applications: Access, Excel, FrontPage, PowerPoint,
Project Management, Publisher, Word, Visual Basic, Visio, Outlook
Other Applications: TrackIt, Citrix, VNC, LANDesk, RDC, PaperPort, PcHunter, Symantec
Ghost
Experience:
Greenwood Publishing Group, Westport, CT
August 2005 - Present Help Desk Specialist
• Tech support, Troubleshoot computer software and hardware
issues
1st contact phone support for up to 50 off-site employees
Logged 250+ work orders a month into MS SQL based help desk ticketing system
Replace hard drives, optical drives, PCI cards, CPU’s, mice, keyboards, desktop printers,
monitors.
Configured mission critical hardware for on and off-site meetings including projectors, phones,
PC’s and laptops
Responsible for networked Ricoh All-In-One Afico 3035/45 machines
Process and maintain invoices for entire IT department
Place orders for supplies and equipment for IT department
Maintain invoice database, equipment database, and software database
Order, stock and replace all printer toner or ink cartridges
Implemented invoice and purchase order scanning initiative, making system more efficient and
available interdepartmentally.
Maintain and track inventory of short term off-site equipment including laptops, input devices,
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removable storage, and projectors
Generated system for cataloging The Sarbanes-Oxley Act compliance reports
Run daily, weekly, and monthly backup jobs and cycle network backup tapes to off-site storage
facility.
Gibbs College, Norwalk, CT Internship: Over 600 hours in IT department
• Assisted in tracking, and solving Help Desk Issues
Maintain student and faculty workstations
Provided software and hardware repairs and upgrades
Assisted with troubleshooting printers, PC workstations, scanners, e-mail accounts, & student
profiles.
Performed maintenance and troubleshooting on computer hardware
Dawn Taylor Associates, Westport, CT (Real Estate and Financial Industry Recruiters)
March 2002 – July 2005 Office Manager
• Enter large volume of backlogged of resumes into PcHunter.
• Updated client information on client profiles in PcHunter.
• Update, Backup, Upgrade and maintain PCs and Server.
• Work in Corporate Office with company Principles.
Developed resume coding worksheet to ensure accurate entry of resumes.
Uniscribe Professional Services, Norwalk, CT (a document management service company)
February 2000 - December 2001 Accounts Payable Manager
• Processed all invoices for 13 locations nationwide.
Managed and supervised staff of 10 (full time and temporary employees).
Trained and cross-trained all members of accounts payable department.
Developed processes and written procedures for departmental workflow.
Implemented cost and time saving practices throughout department.
Ensured accuracy of 1099 Data
Interacted with senior management to help manage vendor payment plans.
Implemented and maintained new efficient A/P filing system.
Maintained, secured, and ordered check stock.
Century Communications Corp., New Canaan, CT (a cable company acquired by Adelphia)
May 1997 – December 1999 Data Entry Supervisor
September 1993 – May 1997 Accounts Payable Clerk
May 1993 – September 1993 10am-7pm Receptionist/Mail room backup
• Assisted with Y2K system upgrade of accounting software
Ensured accurate and timely entries of all corporate journal entries for over 75 cable sites
nationally.
Reported direct to Controller and Head Bookkeeper
Supervised up to five data entry clerks, including all training.
Printed and visually checked general ledgers and financial reports for all locations to ensure
accuracy.
• Maintained all on-site and off-site records retention,
including detailed list of contents per box.
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Stamford Marriott Hotel, Stamford, CT (a world-wide premiere hotel chain)
February 1992 – April 1993 Reservations Agent
October 1991 – February 1992 PBX Operator
• Customer Service, accurately entered of guest reservation information.
Produced daily statistical reports.
• Volunteered for the logistics team in TQM empowerment
training program
Performed sales and marketing functions, promoting special hotel packages to clients.
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