Customer Service Project Manager

Steven Huczel

Email: abp4uu@r.postjobfree.com

Address: *** * ****** **** ** 671B

City: Arlington

State: VA

Zip: 22204

Country: USA

Phone: 203-***-****

Skill Level: Experienced

Salary Range: $75,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Steven Huczel

601 South Walter Reed Drive Apt. 671B, Arlington, VA 22204

203-***-**** abp4uu@r.postjobfree.com

Solutions Support Professional

Help Desk, Customer Relations, Organizational Management,

Research, Software QA, User Training

EXECUTIVE SUMMARY

Customer Support Award winning customer support professional with over 15 years serving clients in the public and private sector.

Clients included the SEC, National Science Foundation, US Dept. of Commerce.

Training Provided formal training classes and one-on-one sessions to enhance technical skills for customers.

Systems Administration Played a key role in all aspects of system administration including approval chains, job titles, new user profiles, password resets, login issues and report generation.

Documentation Authored original technical documentation in support of library`s IT systems including FedTraveler policies and procedures.

Research Generated reports for clients, data validation, assisted small and large companies with business research queries.

EDUCATION

Master of Library Science - State University of New York at Albany 1995

Bachelor of Arts, Information Science and Policy; Minor in English - State University of New York at Albany 1994

Achievements: Dean's List, Certificate of Merit, Golden Key National Honor Society

Credentials: Certification - New York State and New Jersey Public Librarian`s Certificate

CONTINUING EDUCATION & CREDENTIALS

Professional Development: Internet Science & Technology Resources on the Internet, The Complete Internet HTML, JavaScript, MS Access, Blogs, RSS, Legal Research & Sources - Southern New England Law Librarians Association

LANGUAGES

English, Basic Greek and Thai.

PROFESSIONAL EXPERIENCE

Hewlett Packard Corporation 2008 - Present

Business Analyst / Client Support - E-Travel Account

Accomplishments: Outstanding Client Support award. Five extensions of client support contract with client requesting me by name. Recognized by management and end users for exceptional patience.

Customer Support

Provided high level of support to the Project Manager in the testing of new releases prior to implementation in a production environment.

Handled incident management and problem resolution activities.

Offered superior level of customer service to a diverse clientele.

Served as an onsite first-level technical support specialist for the site FedTraveler.com.

Delivered on-site support to the agency after the Go-Live date

Training

Provided formal training classes and one-on-one sessions to enhance technical skills for customers.

Systems Administration

Played a key role in all aspects of system administration including approval chains, job titles, new user profiles, password resets, login issues and report generation.

Documentation

Ad-hoc report creation for clients and internal needs

Database

Utilized SQL queries in a utility program to troubleshoot issues on the back end of the database.

Research

Participated in a weekly production and operations conference call.

Reported and resolved system-related issues.

Tracked issue resolution using incident management tool.

Recipient of the Outstanding Customer Service Award for performance excellence. Onsite client support contract extended by client four times with client requesting me by name.

Provided various database reports to clients on an as requested basis

Bridgeport Public Library, Bridgeport, CT 2001 - 2008

Queens Borough Public Library, Jamaica NY 2000

Ramsey Free Public Library, Ramsey, NJ 1996 - 1999

Senior / Reference Librarian / Department Head Librarian

Accomplishments: Overhauled library`s website, became the -go to- person for staff and public with technology related inquiries. Supervised public computer lab.

Systems Support

Led functional and technical activities within the computer labs.

Performed troubleshooting and technical support involving the computers.

Contributed to database design and management as well as website development.

Client Support

Maintained full responsibility for providing library reference support and special research services to individuals.

Training

Supervised and trained the team in performing at optimal levels.

Facilitated workshops and training seminars on various topics for the staff and the public.

Documentation

Managed the budget and acquisitions of circulating and reference materials for assigned subject areas.

Authored technical documentation as needed.

TECHNICAL SKILLS

OCLC, Sabre, Westlaw, Lexis/Nexis, HTML, XML, MS Office (Excel, Word, Access, PowerPoint, Outlook) Dreamweaver, JavaScript, PC Troubleshooting & Repair, Relational Databases, SharePoint, Taleo, SQL, RightNow.

VOLUNTEER ACTIVITIES

Provide tutoring in English to Immigrants

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